GENERAL SESSION / TUESDAY / SEPTEMBER 24, 2019 / 4:00 PM
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.
Don Elliott | VP, Customer Experience | First National Bank of Omaha
Don Elliott is the Vice President of Customer Experience at First National Bank of Omaha. In this role, he facilitates and promotes a customer-focused culture by understanding the customer experience, sponsoring improvement initiatives and reporting progress while engaging employees to create experiences that build customer loyalty and optimize business outcomes. Previously, Don was Director of Client Services for Ameritrade, where he created client journey maps and facilitated client forums to better understand the client experience.
Stephen Griffin | Sr. VP, Retail Distribution Strategy | Regions Bank
Stephen Griffin is a Senior Vice President at Regions Bank and manages the Retail Network Strategy / Sales and Staffing Analytics Group. He began his banking career in 1992 and has 25 years of retail banking experience. Stephen has worked in various roles including branch management, branch operations, incentive management, data management, analytics and reporting management, along with his current role of managing the retail network distribution and market plans, sales analytics and the branch staffing model. His current role involves establishing a proper network for branches and ATMs, including De Novo, rationalization and optimization, physical design, new branch technology, aligning with digital partners and physical site selection.
EJ Kritz | Director, Training Practice | ath Power Consulting
EJ Kritz is a seasoned strategist, trainer, and keynote speaker with extensive experience working for some of the finest brands in Financial Services, Retail, Call Center, Franchising, and Media. As the Director of ath Power Consulting’s Training Practice, EJ supports banking organizations of all sizes to build and deliver world-class training solutions focused on such critical topics as Customer Experience, Leadership, Management, Needs-Based Sales, Employee Engagement, Problem Resolution, and more.
Chris Manske | Director of Retail Distribution, Consumer & Business Banking | U.S. Bank
As the Director of Retail Distribution, Chris Manske is charged with establishing the bank’s physical asset strategy relating to ATM and branch site selection, asset design and market readiness for core and new markets. He’s recently brought the organization’s first customer and employee experience lab on-line in March 2019. Throughout his career he’s demonstrated proficiency with U.S. Bank including roles in line management, business banking, business development of the nation’s largest In-Store/On-Site branch network and campus card program. With 18 years of banking experience Chris has seen the organization evolve through various economic, leadership and regulatory environments.
Chris Chandler | President & CEO | Perativ
Chris Chandler is a leading expert on the future of cash and provides a unique perspective on the role of technology and automation to drive operational efficiencies and optimize banks’ cash networks. Chris is past President of ATMIA (a global alliance promoting the proliferation of ATMs and Cash) and past International Director of Young Presidents Organization (YPO) where he continues to be an active Member. Chris is currently President and CEO of Perativ.