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AGENDA

WEDNESDAY // MARCH 17, 2021

3:00 pm | Registration opens

4:00 pm | Opening Remarks

David Drain | SVP of Events | Networld Media Group

4:10 pm | Opening Keynote

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4:10 pm | Opening Keynote

How to Transform Banking from a Simple Transaction to a World-Class Experience

Banking is a transactional business competing in an experiential world. Hear from the Head of Innovation for HSBC share how the industry is shifting from transactions to experiences and learn how innovation and cutting edge technologies have helped HSBC delight and excite their customers when, where and how they choose.

Speaker:
Jeremy K. Balkin | Head of Innovation | HSBC

  • Sponsored by Moxtra

KEYNOTE SPEAKER

Jeremy K. Balkin
Head of Innovation
HSBC

5:00 – 7:00 pm | Registration and Opening Reception

Welcome Reception

Join us for cocktails, hors d’oeuvres and networking with speakers, sponsors and other attendees.

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THURSDAY // MARCH 18, 2021

7:00 am | Registration & Breakfast

8:00 am | General Session

BCX Talks: Inspiration for Banking Executives

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

PRESENTERS

Digital Banking Revolution: Taking Ownership of Your Digital Roadmap
Corey LeBlanc | Chief Digital & Innovation Officer | Origin Bank

Using Data Analytics for Tangible, Bottom-Line Results
Tom Long | Founder & Principal | The Long Group

What CX Teams Need to Know About Digital Security and Fraud Prevention
Joe Mancini | Senior Vice President, Chief Information Security Officer | Radius Bank

How Technology Can Bring Banking to the Underserved
Lamine Zarrad | CEO | Joust

  • Sponsored by eGain
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9:00 am | Refreshment Break

9:30 am | Breakout Session

Designing Your Organization Around Customer Experience

As your organization embarks upon or continues to make a digital transformation, the time is ripe to make an organizational transformation as well. To do this successfully, one must change culturally, taking on a digital and customer-centric mindset. When the customer and their experience is at the center of your organization, all the decisions and strategies can flow from there.

Panelists:
Don Elliott | VP, Customer Experience | First National Bank of Omaha
Brianna Elsass | Head of US Digital Channels | BMO Financial Group
Lori Gull | Vice President | Idaho Central Credit Union

9:30 am | Breakout Session

Using AI and Chatbots to Help Customers Without Alienating Them

The banking industry is increasingly turning to AI and chatbots to ease some of the burden on call center and in-branch customer service staff while providing a more targeted and focused experience that can address the specific needs of each customer. In order to accomplish this, customers must feel comfortable with losing some of their digital privacy and we explore the trade-off.

Panelists:
Joli Hensley | Digital Channel Manager | Advia Credit Union
Steve Le Roux | CEO & Founder | Envel

10:30am | Refreshment Break

11:00 am | Breakout Session

From Transactional to Relational: Gaining New Customers and Keeping Them for Life

No matter the age of your organization, there is a constant need and desire to acquire new customers and convert them into lifelong relationships. To do this, one must move from a relationship based on transactions to one based on customer financial wellbeing and advice. In this session, we’ll discuss how to create the right culture and strategy to engage consumers wherever they are in their financial lives.

Panelists:
Amanda Girardi | AVP, Retail Branching & Member Solutions | Affinity Federal Credit Union
Ron Guzman | COO & SVP, Operations & Member Relations | Los Angeles Police Federal Credit Union
Maja Neable | CMO, North American Personal & Business Banking | BMO Financial Group

11:00 am | Breakout Session

Best-in-Class Mobile Banking

As major banks increasingly move from branch-based banking to online and mobile apps, we’re starting to see some separation between true innovators and FIs that may get left behind. A number of FIs are thinking out of the box and become the leading edge of forging a new standard in digital banking.

Panelists:
Dave Richardson | Senior Manager, Fraud Operations | First National Bank of Omaha
Stephen Wooters | EVP, CMO, Digital Banking & Payments | Fairfield County Bank

12:00 pm | Lunch

1:00 pm | Breakout Session

From Fintech to Big Tech: Learning From and Partnering With Banking Disruptors

The banking industry is facing a new set of challengers from established Silicon Valley firms entering the banking space, to fintech startups launching mobile banking and investment apps. A growing number of financial institutions are now forming alliances with technology companies to capture part of a growing market that would otherwise bypass traditional banking services.

Panelists:
Donna Embry | SVP, Global Payments Strategy | Evolve Bank & Trust

1:00 pm | Breakout Session

Branch of the Future: Trends in Branch Design

In recent years, the physical branch has been a hot topic of discussion in the financial services industry. Some FIs have created “branch of the future” concepts, focusing on high-tech and high-touch. Others have opened branches in non-traditional locations while closing some traditional branches in an effort to “right size.” This panel will discuss the branch and ATM physical network strategy in light of the way customers bank today. We’ll also ask: will COVID-19 have a lasting effect on branch design?

Panelists:
Stephen Griffin | Senior Vice President, Retail Branch Distribution Strategy & Sales, Staffing Analytics | Regions Bank

2:00 pm | Refreshment Break

2:30 pm | Breakout Session

Bringing Your Brand to Life

We’ll speak with three banks that have all recently gone through brand transformation in some way. We’ll discuss what tactics they used in terms of both research and training to help ensure that what was being promoted externally (advertising) was being executed by front-line staff.

Panelists:
Jill Amato | SVP, Marketing Officer | MountainOne Bank
Maria Tedesco | President | Atlantic Union Bank

Moderator:
EJ Kritz | Director of Training | ath Power Consulting

2:30 pm | Breakout Session

3:30 pm | Refreshment Break

4:00 pm | General Session

Discovery Hour

Learn about new and innovative financial technologies in this series of 10-minute product presentations. Each presenter will have five minutes for an elevator pitch and five minutes for audience Q&A.

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4:00 pm | General Session

Transforming Branch Transformation

Many elements of branch transformation — universal bankers, banking pods and teller-assisted devices, for example — are now well established. But the picture continues to shift and change as new technologies and customer needs arise. Learn how FIs are tweaking their operating models and what’s coming in the next phase of the branch transformation process.

Panelists:
Don Elliott | VP, Customer Experience | First National Bank of Omaha
Stephen Griffin | Sr. VP, Retail Distribution Strategy | Regions Bank
EJ Kritz | Director, Training Practice | ath Power Consulting
Chris Manske | SVP, Director of Retail Expansion | U.S. Bank

Moderator:
Chris Chandler | President & CEO | Perativ

  • Sponsored by Perativ
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5:00 | Networking Event

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5:30 – 7:00 pm | Networking Event

BCX Awards Ceremony & 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 awards ceremony and party.

Awards include:

  • Best Branch Experience
  • Best ATM/Self-Service Experience
  • Best Mobile Experience (bank)
  • Best Mobile Experience (fintech)

Click here to learn more about the BCX Awards.

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FRIDAY // MARCH 19, 2021

7:30 am | Breakfast

8:00 am | General Session

Brain Exchange

The Brain Exchange breaks attendees into small groups to discuss some of the most pressing issues facing financial institutions today. These informal group discussions allow attendees to learn from one another’s mistakes and successes.

Brain Exchange Topics:

  • ATM/BRANCH STRATEGY
  • BUILD VS. BUY
  • MOBILE CX
  • STAFFING
  • TOUCH VS. TECH
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9:30 am | Refreshment Break

10:00 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 their impact on the customer experience.

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11:00 am | Refreshment Break

11:15 am | Closing Keynote

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11:15 am | Closing Keynote

Session Topic – Coming Soon!

KEYNOTE SPEAKER

Marbue Brown
Head of Customer Experience – Consumer Banking & Wealth Management
JPMorgan Chase

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.