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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.


Charles Liu | Chief of Branch Transformation, ATM Innovation, and Market Planning | Bank of America

Charles Liu is the Branch Transformation and ATM Innovation executive responsible for the Consumer Bank’s market growth strategy, and building new financial centers including renovations. He is also responsible for delivering new capabilities to our 16,000 ATMs across the network. Liu leads the development of local market strategies across all major and metro markets, ensuring convenient access to Bank of America’s physical services for our 46 million consumer banking and small business clients.

Dena Roten | Managing Director of Retail Banking | Citi

Dena is the Managing Director of Citi’s U.S. Retail Bank Branch Channel. Her team of 5600 employees serves 4.5 million consumer and small business customers with $142 billion in deposit and loan balances. She is the driving force behind Citi’s US Branch Transformation strategy which includes responsibility for digital enablement, retail sales, service and operational process design, retail policies and procedures, staffing strategy, and organizational culture. Prior to joining Citibank in 2012, Dena spent 25 years with Bank of America, where she served in a variety of Consumer sales, distribution, and operations leadership roles.


Reginald Jones | Director of Sales and Solutions | Samsung Electronics America

Reg Jones is the Sales Director leading the development and implementation of strategies and solutions across the Federal Government, Public Safety, and Financial Services verticals at Samsung Electronics America. In this role, Reg focuses on growing Samsung’s enterprise business across Fortune 500 companies. He joined the company in 2011. Previously, Reg was based at Samsung headquarters in South Korea for four years. There, he led the global account management team for Financial Services and pharmaceutical companies in the Mobile Communications Division, as well as consulting engagements with the Samsung Global Strategy Group.

Suzanne Cluckey | Editor | ATM Marketplace

Suzanne is an award-winning journalist with a focus on providing clarity and context in her coverage of industry issues. As a writer and editor, Suzanne draws on 30 years of communications experience encompassing a wide range of subjects and disciplines. Her career has spanned corporate communications, strategic marketing and branding, radio and video production, and copywriting and creative direction for both B2B and B2C advertising campaigns. In addition to her current work for ATM Marketplace, Suzanne has written white papers and features for several other Networld Media Group publications, including Mobile Payments Today.

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