MONDAY / SEPTEMBER 18, 2017
8:00 am – 5:00 pm | EFTA Board Meeting (EFTA Board Members only)
4:00 pm | BCX Summit Registration Opens
5:00 pm | Opening Remarks
• David Drain | SVP, Events | Networld Media Group
• Joe Militello | VP of Engineering | Nautilus Hyosung America
5:15 pm | Opening Keynote Session
The Future of Consumerism
In this fascinating talk, Doug Stephens will tackle the future of consumerism. He’ll shed light on the key shifts in economics, demographics, technology, and media that are completely transforming the consumer landscape, and the very essence of retail banking.
Who the consumer is, and how, where, and why they use banking channels, is changing rapidly and forever. The way branches look — and how customers interact with them — is constantly in flux. Mobile technology, social media, location-based services, machine-to-machine connection, big data, and a deluge of developing technologies are all conspiring to forever change how we use and deliver financial services.
How do we cope with all these transformations? Doug will share what smart brands are doing to re-imagine their business and capitalize on historic changes.
6:15 – 8:15 pm
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 Nautilus Hyosung America
TUESDAY / SEPTEMBER 19, 2017
7:00 am | Registration & Breakfast
8:00 am | General Session
How can trending technologies enhance the customer experience?
The Internet of Things is all the rage these days, but how does it fit into the branch experience? The IoT is just one of the tech trends banks should be monitoring, along with artificial intelligence, chatbots and big data. In the years to come, these technologies could play a leading role in the ever-evolving customer experience.
Speakers:
• Rob Berini | Managing Director, Technology and Digital | Deloitte
• Charles Liu | Chief of Branch Transformation, ATM Innovation, and Market Planning | Bank of America
• Milton Santiago | Omni Channel Digital Executive | FinTech Advisors
• Jordan Worth | Sr. Director, Product | IA360
- Sponsored by IA360 Inc.
9:00 am | Refreshment Break
9:30 am | Breakout Session
Mobile Banking: What more can apps do?
Bank of America recently revamped its mobile banking app to make it a more versatile tool for users. New functionalities include nearby rewards, budget tools and a shortcut that allows the user to view account balances without logging in. What more should financial institutions add to their apps to better serve the customer and more clearly differentiate from the competition?
Panelists:
• Jim Ensign | Chief Digital Officer | Republic Bank & Trust and MemoryBank
• Ed O’Brien | EVP, Research & Strategy | ath Power Consulting
• Eric Schaffer, PhD | CEO & Founder | Human Factors International
Moderator:
• Will Hernandez | Editor | Mobile Payments Today
- Sponsored by Wallaby Financial
9:30 am | Breakout Session
Tablets: Empowering customers and freeing employees
Digital solutions and touch points help retail banks bring their brand to life in their branch locations—bridging the digital with the physical. The use of tablets in branches, either as self-serve tablets for customers or in the hands of retail bankers, has proliferated. In this session, we’ll look at how tablets in banks can be used to engage customers, provide a more personalized experience, provide on-the-spot assistance, increase efficiencies, and generate cost-savings for branches.
Panelists:
• Sergio Magalhães | Director of Branch of the Future Department | Millennium bcp
• Tobi Schneidler | CEO | Bouncepad
Moderator:
• Suzanne Cluckey | Editor | ATMmarketplace.com
- Sponsored by Bouncepad
10:30 am | Refreshment Break
11:00 am | Breakout Session
The mobile-first branch
Despite forecasts of its demise, the bank branch is not disappearing. But it is facing a need for radical change. Consumers today are drawn to brick-and-mortar branches that provide an immersive, relationship-driven experience. This session will demonstrate how progressive FIs are integrating mobile and display technologies while incorporating big data analytics and IoT to maximize customer engagement.
Panelists:
• Charles Liu | Chief of Branch Transformation, ATM Innovation, and Market Planning | Bank of America
• Dena Roten | Managing Director of Retail Banking | Citi
Moderator:
• Reginald Jones | Director of Sales and Solutions | Samsung Electronics America
- Sponsored by Samsung
11:00 am | Breakout Session
Playing with the ‘Pays’: Can FIs win at the mobile wallet game?
Citibank surprised industry observers with the introduction of an NFC-enabled mobile wallet for Android devices. Chase took a different route, using QR codes to enable payments on Android and iOS devices. As mobile payments gain traction with consumers, what should FIs do to encourage adoption of their products and ensure a first-rate customer experience?
Panelists:
• Sagar Dalal | SVP, Digital Banking and Innovation | Barclaycard
• Tom Davis | President/COO | CSCU
• Joseph Walent | Associate Director, Customer Interaction Advisory Service | Mercator Advisory Group
Moderator:
• Will Hernandez | Editor | Mobile Payments Today
- Sponsored by Intel
12:00 pm | Lunch & Learn
Digital transformation and CX – where to start
Digital transformation means rethinking business processes to meet customer demand for frictionless interactions in every channel. Providing touchpoints that are clear, timely, and easy to understand leads to real business impacts like increased satisfaction and greater lifetime customer value. Hear about what banks are doing to transform their business models, optimize their operations and evolve from one-way non-contextual communications to compelling, interactive engagements.
Speaker:
• Avi Greenfield | Senior Manager of Product Strategy | OpenText Exstream
- Sponsored by OpenText
1:00 pm | Breakout Session
You can lead a horse to water: Acclimating customers to self-service
The banking industry talks about “driving” users to self-service channels. But customers are not cattle and, when treated as such, tend to get huffy and take their business elsewhere. “Acclimating” might be a better term. Learn how smart bankers are easing account holders into self-service channels and earning the added benefit of deeper customer relationships.
Panelists:
• Christie Rice | Worldwide Digital Signage Segment Manager | Intel
• Dave Richardson | Sr. Manager, Fraud & ATM Operations | First National Bank Omaha
• Liam van Beek | Senior Manager of Physical Channel Strategy | BMO Financial Group
Moderator:
• Suzi McNicholas | VP of Marketing | Source Technologies
- Sponsored by Source Technologies
1:00 pm | Breakout Session
Sharing the sandbox: How fintechs and banks are ‘playing nice’
Traditional FIs are starting to join forces with fintech providers as a strategy for rapidly acquiring digital expertise. For example, last year BBVA bought Holvi, a Finnish banking startup. What should an institution look for in an acquisition? And what is the best way to ensure that a new fintech partner will benefit both the bank and its customers?
Panelists:
• Kent Rawlings | Chief Commercial Officer | nanoPay
• Jason Shoemaker | Head of Credit Card Digital Product | Avant
• Brad Wallace | Principal, Financial Services Digital Advisory | EY
Moderator:
• Gil Luria | Director of Research | D.A. Davidson & Co.
- Sponsored by ICX Association
2:00 pm | Refreshment Break
2:30 pm | Breakout Session
Engaging customers through branch transformation and the ATM channel
Branch transformation isn’t any one thing: It’s not universal bankers with digital gadgets; not sleek self-service devices capable of almost any teller function; not IT systems that make everything work like magic. It’s all of these things, all revolving around the customer. Learn how one bank developed a comprehensive transformation strategy and pulled it off beautifully.
Panelists:
• Jay Bernstein | VP, Business Solutions Manager | First Midwest Bank
• Mindy Mercaldo | Managing Director | Citi
• Patricia O’Donnell | Senior Vice President | KeyBank
Moderator:
• Brad Nolan | EVP, Global Product & Marketing | Cardtronics
- Sponsored by Cardtronics
2:30 pm | Breakout Session
Harmonizing government regulation and customer requirements
The decision by the Office of the Comptroller of the Currency to potentially grant fintech firms a special charter did not sit well with traditional financial institutions. While it might level the playing field for fintechs, it heightens the pressure on banks to implement new technologies without crossing regulatory lines. What’s at stake for banks and their customers?
Panelists:
• Kathy Oldenborg | Director for Payments Systems Risk Policy | Office of the Comptroller of the Currency
• Jacqueline Shinfield | Partner | Blake, Cassels & Graydon LLP
Moderator:
• Kurt Helwig | President & CEO | Electronic Funds Transfer Association
- Sponsored by ICX Association
3:30 pm | Refreshment Break
4:00 pm | General Session
Branch Design: Built environments for a new era in banking
The 19th century American architect Louis Sullivan coined the phrase “form follows function.” In the 21st century, Sullivan’s law still governs the built environment. Learn how design professionals are applying it in blueprints for a modern branch that serves not only as a banking establishment, but also sometimes as a community hub, classroom and coffeehouse.
Panelists:
• Cathy dePasquale | Senior Vice President | Flushing Bank
• Jean-Pierre Lacroix | President | SLDNXT
• John W. Smith | CEO | DBSI
Moderator:
• Joe Militello | VP of Engineering | Nautilus Hyosung
- Sponsored by Nautilus Hyosung America
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.
- Sponsored by Cineplex Digital Media
WEDNESDAY / SEPTEMBER 20, 2017
7:30 am | Breakfast
8:15 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. You’ll see presentations from:
• Bouncepad
• Fujitsu
• HTx Services
• Nautilus Hyosung America
• Ondot Systems
• Uniken
- Sponsored by Cineplex Digital Media
9:30 am | Refreshment Break
10:00 am | General Session
The Great Debate: Should payments providers adopt a single mobile platform?
Some industry pundits believe that a universal platform is a must for widespread consumer adoption of mobile payments. At the very least, they insist, mobile solutions should share standard features, which individual providers could then add to as desired. Could such an approach stifle innovation — or would it accelerate the growth of mobile payments?
Panelists:
• Cherian Abraham | Senior Business Consultant | Experian
• Donna Embry | Chief Payments Advisor | Payment Alliance International
• Quam Erogbogbo | Sr. Director, Head of Software Services | Samsung Electronics America
• Joshua Gordon-Blake | VP of Global Partnerships | Pangea
• Mohammad Khan | President & Cofounder | Omnyway
• Ashish Tajpuria | Emerging Payments & Commerce – Partnerships | Bank of America
Moderator:
• Will Hernandez | Editor | Mobile Payments Today
11:00 am | Refreshment Break
11:15 am | General Session
We’re not consumers. We’re customers.
In this focus group-style session, we’ll “test” financial services trends with a group of consumers representing a cross-section of the American banking public. This followup to last year’s well-received millennial panel will challenge prevailing assumptions about demographic groups from baby boomers to Gen Z, and might change how you think about service delivery.
Moderator:
• Carole Schmidt | VP | Doyle Research Associates
- Sponsored by OpenText
12:15 pm | Summit Adjourns
