Agenda

Four:15

In this session, you will hear four 15-minute, thought-provoking talks on hot topics of the day.

Presenters:

Applying the Service-Design Approach to the Next-Gen Banking Experience
• Andrea Boone | Executive Director | EY

A Focus on Gen Z Payment Habits — Are They Really That Different from Millennials?
• Rachel Huber | Analyst, Payments | Javelin Strategy & Research

Product Development in Banking — The Journey is the Destination
• Arijit Roy | VP, Marketing, Product, & Digital – Deposits | Discover Financial Services

The Predictive Bank: The Future of AI-Powered Customer Experiences
• William Sears | VP, Strategic Solutions | Sizmek

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
• Benjamin Wallace | EVP Operations & Technology | Orrstown Bank

Moderator:
• Suzanne Cluckey | Editor | ATM Marketplace

The latest buzz with digital and AI — and the likely benefits for FIs and consumers

Financial institutions are exploring digital initiatives such as omnichannel experience; robotic processing automation; and machine language/artificial intelligence to help them in several areas: to reduce costs, improve process efficiencies, enhance revenue, eliminate fraud and improve the customer experience. Some industry pundits believe that banks could net billions in savings by implementing these solutions. In this session, you’ll learn what banks are doing today with digital and how they believe their end-customer’s experience will improve from it.

Panelists:
• Ajit Chawla | Vice President | Birlasoft
• Kristin Deegan | SVP, Digital Product Management | Wells Fargo
• Kader Sakkaria | Director – Technology, Business and Portfolio Management | BMO Harris Bank

Moderator:
• Neha Aggarwal | General Manager of Digital Transformation | Birlasoft

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

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

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

Moderator:
• Julie Godfrey | US Lead, Retail Banking Solutions & Innovation | Samsung

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:
• Andy Joneson | VP of Information Technology | Members Cooperative Credit Union
• Joe Militello | VP of Engineering | Hyosung
• Erik Nilsen | VP, Product Management | Fiserv

Moderator:
• Charles “Bud” Yanak | Director of Product Management | Fujitsu

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
• Sérgio Magalhães | Director of Branch of the Future Department | Millennium bcp

Moderator:
• Suzanne Cluckey | Editor | ATM Marketplace

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
• George Simotas | Managing Principal | CAPCO

Moderator:
• Eric Byunn | Co-Founder & Partner | Centana Growth Partners

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:

Speakers:
• Lisa Huertas | Chief Experience Officer | Texas Tech FCU
• Sean Keathley | President | Adrenaline
• Tricia Szurgot | Chief Marketing & Experience Officer | First Commonwealth Federal Credit Union

Moderator:
• Len Gaulin | Senior Account Executive | Ventus Global Network Solutions