WEDNESDAY / SEPTEMBER 12, 2018
4:00 pm | Registration Opens
5:00 pm | Opening Remarks
5:15 pm | Opening Keynote Session
Taking a Marketplace Approach to Banking
Businesses in a wide range of industries face specific pain points and banks realize this. A valuable opportunity exists for banks of all sizes to offer services to resolve these issues, but lacking technology and compliance concerns handcuff the financial industry from developing such solutions. For this reason, banks must deeply understand what innovation entails and what it means to remain compliant while offering new, innovative products and services. Financial institutions and fintech startups should also work together strategically, leveraging advancements in technology and data analytics, to deliver solutions that address and even anticipate the needs of their customers. By doing this, banks can empower the delivery of next-generation banking services, meeting market needs across multiple verticals and delivering concrete benefits to both businesses and consumers.
In this session, Suresh Ramamurthi, chief technology officer and chairman of CBW Bank, will examine the challenges, such as compliance concerns and inflexible banking systems that hinder financial institutions from developing innovative products and services. However, recent advancements in technology can be the bridge to overcome such obstacles and Ramamurthi can discuss how banks can accomplish this.
Speaker:
• Suresh Ramamurthi | Chairman/CTO | CBW Bank
- Sponsored by Hyosung
KEYNOTE SPEAKER
Suresh Ramamurthi
Chairman/CTO
CBW Bank
6:00 – 8:00 pm | Networking Event
Welcome Reception
Join us on opening night for cocktails and hors d’oeuvres. This is a great opportunity to meet some of our speakers, sponsors and your fellow attendees.
- Sponsored by Hyosung
THURSDAY / SEPTEMBER 13, 2018
7:00 am | Registration & Breakfast
8:00 am | General Session
Four:15
In this session, you will hear four 15-minute, thought-provoking talks on hot topics of the day.
Presenters:
The Predictive Bank: The Future of AI-Powered Customer Experiences
• Nikos Acuña | Chief Visionary | Sizmek
A Focus on Gen Z Payment Habits – Are They Really That Different from Millennials?
• Rachel Huber | Analyst, Payments | Javelin Strategy & Research
9:00 am | Refreshment Break
9:30 am | Breakout Session
Déjà vu all over again: Preparing for the Windows 10 migration
Wait. What? Wasn’t Windows 7 migration just a year ago or something?
It might seem that way (and for some late-to-the-game institutions, it might even be true). Nevertheless, Microsoft will be sunsetting Win 7 support in 2020, and now is the time to start mapping the path to Win 10.
In this session, you’ll get the information you need to do just that. And importantly, you’ll learn how to use the new OS to your competitive advantage by creating a richer user experience.
Panelists:
• Heather Gibbins | VP, Global Software Go-to-Market | Diebold Nixdorf
• Jodi Neiding | VP, Self-Service Terminals & New Technologies, Global Product Management | Diebold Nixdorf
• Phil Talmage | SVP, ATM Solution Products Group | PNC
Moderator:
• Suzanne Cluckey | Editor | ATM Marketplace
- Sponsored by Diebold Nixdorf
9:30 am | Breakout Session
AI trends: The latest buzz — and the likely benefits for FIs and consumers
Financial institutions are exploring AI to help them in several areas: to reduce costs, enhance revenue, eliminate fraud and improve the customer experience. Some industry pundits believe that banks could net billions in savings by implementing AI solutions.
In this session, you’ll learn what banks are doing today with AI, and how they and their customers can benefit from it.
Panelists:
• Jonathan Hartsell | VP, Virtual Channels | Wells Fargo
• Rachel Rich | VP, Sr. Marketing Manager | BMO Financial Group
• Milton Santiago | Omni Channel Digital Executive | FinTech Advisors
10:30 am | Refreshment Break
11:00 am | Breakout Session
Clicks and mortar: How banks can better service their customers in a digital world
As more consumers turn to smartphones for simple banking transactions, they’ve come to expect the same modern experience at a bank branch. FIs have answered this challenge by transforming branches to resemble retail stores.
What more can they do to help their customers? A growing number of FIs have deployed interactive touchscreens, and a select few are dabbling in virtual reality tools. At least one Asian bank has experimented with a robot greeter. Are these gimmicks or are they the future of customer interaction in the digital age?
Panelists:
• Andrea Boone | Executive Director | EY
• Aaron Frydman | EVP/CIO | Partners Federal Credit Union
Moderator:
• Mike DeMarco | Sr. Director of Sales | ZIVELO
- Sponsored by ZIVELO
11:00 am | Breakout Session
How to keep cash-carrying costs down and cash-carrying customers happy
Despite the growing influence of digital technology in banking and payments, consumers’ attachment to cash is likely to die hard. In fact, cash is projected to grow at the rate of 2.5-3 percent per year well into the 2030s, when its use will begin to wane. In the meantime, the challenge for FIs is to make sure that cash is readily available to customers and relatively inexpensive to manage.
This session will offer tips for meeting both challenges.
Panelists:
• Nancy Daniels | Board Chair/Managing Partner | HTx Holdings
• Brenda Pino | Vice President | BMO Harris Bank
Moderator:
• Suzanne Cluckey | Editor | ATM Marketplace
- Sponsored by HTx Services
12:00 pm | Lunch
1:00 pm | Breakout Session
How mobile-first consumers are challenging banks to innovate quickly
Consumers these days expect their mobile experiences to be intuitive and smooth. Companies such as Amazon, Starbucks and Uber have changed consumers’ expectations on mobile.
That said, banks still lag behind as services such as mobile-account opening sometimes still require a visit to a bank branch. What are the steps FIs need to take to provide mobile experiences on par with the biggest retail brands?
Panelists:
• Matt Schulz | Lead Digital Strategy Manager | USAA
• Ron Strand-Sorrell, EVP, Chief Operating Officer | Axiom Bank
• Ryan Tuttle | Senior Consumer Finance Analyst | Euromonitor International
1:00 pm | Breakout Session
We’re in this together: How to turn customer relationships into partnerships
Privacy. Technology. Transparency. Security. Convenience. Control.
In a new age of banking that puts account holders in the driver’s seat, how can a bank possibly reconcile all of these demands, particularly when one (convenience, for instance) comes into conflict with another (security, for instance)?
One thing is certain: Getting the balance right will require FIs to think of themselves as customer partners — and not simply as service providers.
Panelists:
• Joe Militello | VP of Engineering | Hyosung
Moderator:
• Charles “Bud” Yanak | Director of Product Management | Fujitsu
- Sponsored by Fujitsu
2:00 pm | Refreshment Break
2:30 pm | Breakout Session
Products, processes and … people: The key to successful branch transformation
Advanced self-service capabilities and innovative new business processes are fine and good, but if your employees aren’t buying the concept of tech-driven service delivery, you can be sure they’re not selling it, either. Some never will, but others just need effective tools and training to come up to speed.
In this session, you’ll learn how the most successful branch transformations have turned tentative employees into enthusiastic tech ambassadors.
Panelists:
• Jean-Pierre Lacroix | President | SLDNXT
2:30 pm | Breakout Session
Faster payments: What’s in it for banks and their customers
The Federal Reserve has laid out a plan for faster payments in the U.S. by the year 2020. To reach this milestone, stakeholders across the entire payments ecosystem will have to come together and develop the technologies and processes to support a streamlined, super-charged payments system.
How will it all come together — and what opportunities might it create for banks to introduce new and improved customer services?
Panelists:
• Susan Doyle | Senior Vice President | Commerce Bank
• Bryce VanDiver | Partner | CAPCO
Moderator:
• Eric Byunn | Co-Founder & Partner | Centana Growth Partners
3:30 pm | Refreshment Break
4:00 pm | General Session
Branch Transformation Case Studies
What makes a branch transformation click with customers? Presenters in this session will deconstruct successful transformation projects to identify the basic concepts and important “extras” that contribute to a superior consumer experience.
Topics will include:
- Evolving role of the branch
- Customer demographics
- People and skill sets needed
- Footprint (right-sizing)
- Technology
- Amenities
Speakers:
• Lisa Huertas | Chief Experience Officer | Texas Tech FCU
- Sponsored by Ventus Global Network Solutions
6:30 – 9:30 pm | Awards Dinner Party
After a full day of inspiring keynotes and information-packed sessions, relax and recharge while enjoying great food and conversation during the annual BCX dinner and awards ceremony.
Awards include:
- Best Branch Experience
- Best ATM/Self-Service Experience
- Best Mobile Experience (bank)
- Best Mobile Experience (fintech)
6:30 – 9:30 pm | Awards Dinner Party
After a full day of inspiring keynotes and information-packed sessions, relax and recharge while enjoying great food and conversation during the annual BCX dinner and awards ceremony.
Awards include:
- Best Branch Experience
- Best ATM/Self-Service Experience
- Best Mobile Experience (bank)
- Best Mobile Experience (fintech)
- ENTER THE 2018 BANK CUSTOMER EXPERIENCE TECH AWARDS — LEARN MORE
FRIDAY / SEPTEMBER 14, 2018
7:30 am | Breakfast
8:30 am | Keynote Session
Omnichannel: A true customer experience
Today, customers expect to be able to connect to their financial institution with the same ease as buying household items – whenever they want, from wherever they are. But how do you create the friendly neighborhood bank experience of the past while keeping up with the technology of tomorrow? For years, brands have tried to establish an omnichannel experience but have struggled to create that true customer-centric approach. Financial institutions have the unique opportunity to change the financial services industry and reclaim their status as trusted advisors by delivering on a unified customer experience that moves beyond hitting product goals and delivers on the vision that customers have come to expect.
In this session, Phil Leininger, vice president of omnichannel sale and service for USAA Bank, will dissect the premise that various channels (digital, physical and phone) are separate but not equal.
Speaker:
• Phil Leininger | General Manager, Omni-Channel Sales & Service | USAA Bank
KEYNOTE SPEAKER
Phil Leininger
General Manager, Omni-Channel Sales & Service
USAA Bank
9:30 am | Refreshment Break
10:00 am | General Session
Discovery Hour
Learn about new and innovative financial technologies in this series of six 10-minute product presentations. Each presenter will have five minutes for an elevator pitch and five minutes for audience Q&A.
• Artificial Sensing
• Hyosung
• MPX
11:00 am | Refreshment Break
11:15 am | General Session
Bankers “Rapid-fire” Roundtable
In a fast-paced discussion, a panel of bank executives will share insights and opinions about pressing issues in financial services and how they impact the customer experience, including the value of fintech vis-à-vis mobile, blockchain, crypto and big data; competitive threats; opportunities to differentiate and excel; security issues; cost vs. benefit trade-offs; regulatory headaches and more.
Panelists:
• Chad Dilley | SVP, Channel Strategy | Zions Bank
• Katherine McGee | Head of Digital | Wells Fargo
12:15 pm | Summit Adjourns
