WEDNESDAY / SEPTEMBER 12, 2018

4:00 pm | Registration Opens

5:00 pm | Opening Remarks

David Drain | SVP of Events | Networld Media Group
Scott Hackl | SVP of North American FI Sales | Hyosung
Joe Militello | VP of Engineering | Hyosung

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
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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:

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

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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
Benjamin Wallace | EVP Operations & Technology | Orrstown Bank

Moderator:
Suzanne Cluckey | Editor | ATM Marketplace

  • Sponsored by Diebold Nixdorf

9:30 am | Breakout Session

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

  • Sponsored by Birlasoft

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

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

  • Sponsored by Samsung

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:
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

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

Moderator:
Suzanne Cluckey | Editor | ATM Marketplace

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
George Simotas | Managing Principal | 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
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

  • Sponsored by Ventus Global Network Solutions
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6:30 – 9:30 pm | Dinner Party

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 (fintech)

This private dinner party is included with your Summit registration at no additional cost.

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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
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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 sales 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 brief product presentations. Each presenter will give their elevator pitch, followed by time for audience Q&A.

Artificial Sensing
Hyosung
MPX

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11:00 am | 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:
Phil Leininger | General Manager, Omni-Channel Sales & Service | USAA Bank
Katherine McGee | Head of Digital | Wells Fargo
John Piazza | AVP of Digital Innovation | MB Financial Bank

Moderators:
Suzanne Cluckey | Editor | ATM Marketplace
Will Hernandez | Editor | Mobile Payments Today

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12:15 pm | Summit Adjourns

Agenda and speakers are subject to change.

TAKE YOUR TEAM TO THE SUMMIT

Register two qualified attendees and add a third qualified attendee at no additional cost.

Group Discount

Take Your Team to the Summit
Register two qualified attendees and add a third qualified attendee at no additional cost.

 

Hotel Reservations

Loews Chicago Hotel
455 North Park Drive, Chicago, 60611
(312) 840-6600 | (844) 686-3415
Rate: $279/night* | Deadline: 8/30/2019

* Subject to availability at time of booking.

 

Sponsorship Opportunities

Sponsoring the Summit will put you in meaningful conversations with executives in your target market. Opportunities are available for almost any budget. Download the Sponsor Prospectus to learn more.

 

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