Future Branches Boston 2019

July 23 - 24, 2019

Boston Marriott Long Wharf, MA

Day One: July 23rd 2019 Reimagining The Purpose of Your Branch Network

7:30 am - 8:30 am Registration & Continental Breakfast In The Innovation Hub

8:30 am - 8:40 am Welcome Remarks & Opening Ice Breaker

Elizabeth Robillard - Event Director, Future Branches
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Elizabeth Robillard

Event Director
Future Branches

8:40 am - 8:50 am Chairperson’s Opening Address

If you are interested in presenting during this time, please contact Christine Johnson at christine.johnson@wbresearch.com

8:50 am - 9:10 am Keynote: Strategic Expansion: Why Some Institutions Are Adding Branches to Their Networks

Sarah Sloan - Assistant Vice President | Branch Expansion Team Manager, Woodforest National Bank
After the market crash of 2008, financial institutions everywhere felt the need to start closing branches to save money. It would reduce rent prices and staffing prices and would account for the rapid move to digital banking that was starting to make some of those branches irrelevant. The rampant shuttering of branches has slowed down in the past two or three years and now, banks are even starting to open some branches. Why? Because branches still remain the best way for a bank to enter a new market and they are the biggest sources of revenue for a bank. Join this session to hear about the strategy behind adding new branches to your footprint and what best practices are:
•The reasoning behind adding branches to your footprint
•Understanding the strategy behind where new branches should be located
•Knowing how many you can add given the current trend of closures

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Sarah Sloan

Assistant Vice President | Branch Expansion Team Manager
Woodforest National Bank

9:10 am - 9:15 am Keynote Q&A: Strategic Expansion: Why Some Institutions Are Adding Branches to Their Networks

Sarah Sloan - Assistant Vice President | Branch Expansion Team Manager, Woodforest National Bank
Our keynote will take five minutes of Q&A from the audience!
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Sarah Sloan

Assistant Vice President | Branch Expansion Team Manager
Woodforest National Bank

How can brands prepare for future opportunities with their branch networks?  How will the technology evolve along with tomorrow’s banking consumer? Get a holistic view of the future of the branch, as you hear from senior executives across banks and credit unions
•What questions still remain unanswered when it comes to your footprint?
•What will the branch’s role be in the future omnichannel customer journey? 
•Do you have a roadmap in place for the next year? Two years? Five years? Ten years?
•How have your senior leadership reacted to what’s already been accomplished? 
•What has the ROI of your branch transformation efforts been so far?

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Laurie Stewart

CEO | President
Sound Community Bank

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Rick Case

Director of Facilities Management & Development
Apple Federal Credit Union

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Patrick Myron

SVP, Retail Network Strategy & Sales Analytics
Rockland Trust Company

9:50 am - 10:30 am Morning Refreshment & Opening Networking Break In The Innovation Hub



10:30 am - 10:50 am Keynote Fireside Chat: The Benefits of Bringing Retail and Operations Under One Leadership Team to Streamline Your Consumer Facing Business

Aleda Amistadi - Senior Vice President | Retail and Operations, PeoplesBank
•What was the driving force behind bringing these two parts of the business under one leader? 
•What were some of the first initiatives that you oversaw as SVP of retail and operations?
oHow did having a birds-eye view of both impact the way these initiatives were carried out?
•Were there any growing pains in the process of bringing both of these things under one leadership team? 
•What have been some of the benefits of this transition?
oWhat efficiencies has it created?
•How has this change effective the overall holistic customer experience?

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Aleda Amistadi

Senior Vice President | Retail and Operations
PeoplesBank

10:50 am - 10:55 am Keynote Q&A: Keynote Fireside Chat: The Benefits of Bringing Retail and Operations Under One Leadership Team to Streamline Your Consumer Facing Business

Aleda Amistadi - Senior Vice President | Retail and Operations, PeoplesBank
Our keynote will take five minutes of Q&A from the audience!
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Aleda Amistadi

Senior Vice President | Retail and Operations
PeoplesBank

10:55 am - 11:15 am Keynote: Get Network Smarter: Transitional to Transformational Change

Sean Keathley - President, Adrenaline D. Christopher Howe - SVP, Retail Experience Design, Adrenaline
Branch network transformation is an undisputed must in today’s disrupted consumer landscape; the question is how much change is right for your organization—and when? In this session, you’ll learn how to define, design and implement an optimized spectrum of transitional to transformational change across your network. Using design as a tool, we’ll reveal strategies for creating purposeful, technology-enabled engagement in multiple branch format environments.
 •Transitional vs. transformational approaches to network optimization 
•How to maximize experience impact with minimized spend
•How to design new branch formats utilizing emerging technologies


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Sean Keathley

President
Adrenaline

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D. Christopher Howe

SVP, Retail Experience Design
Adrenaline

11:15 am - 11:40 am Keynote: Designing Your Branches for Your Customer Not the ‘Future’: Approaching Branch Transformation from an International Perspective

Nitesh Patel - Head of Corporate Real Estate Services, Standard Bank Jorg Fischer - Executive Head: Group Shared Services & Group Real Estate Services Standard Bank Group, Standard Bank
Join Nitesh and Jorg of Standard Bank (South Africa) as they walk us through how they’ve approached their current network. They were sparked on a transformation journey in 2010 and will share where they currently are in their journey. This includes:
•Reducing their footprint by 80,000 square meters
•Optimizing their physical footprint for max efficiency
•Personalizingf the branch design based on location
•Understanding the role their branch has in their customers journey
•Finding the right balance between high tech and high touch
•Rolling out new technology like ‘Pepper’
•Creating ‘Community Meeting places’ throughout their network for clients
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Nitesh Patel

Head of Corporate Real Estate Services
Standard Bank

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Jorg Fischer

Executive Head: Group Shared Services & Group Real Estate Services Standard Bank Group
Standard Bank

11:40 am - 11:45 am Keynote Q&A: Designing Your Branches for Your Customer Not the ‘Future’: Approaching Branch Transformation from an International Perspective

Nitesh Patel - Head of Corporate Real Estate Services, Standard Bank Jorg Fischer - Executive Head: Group Shared Services & Group Real Estate Services Standard Bank Group, Standard Bank
Our keynote will take five minutes of Q&A from the audience!
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Nitesh Patel

Head of Corporate Real Estate Services
Standard Bank

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Jorg Fischer

Executive Head: Group Shared Services & Group Real Estate Services Standard Bank Group
Standard Bank

11:45 am - 12:05 pm Image 4 Keynote

Jeffrey Baker - President, CCO, Image4

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Jeffrey Baker

President, CCO
Image4

For those that don’t have the luxury of adding new locations to grow, how do you start bringing new money in from existing and new clients? In many cases, that involves adding in new technology that will both move easy transactions to self service and put the needs of the customer right in the hands of your teller. With less menial transactions to take care of and more info on the customers walking in the door, your tellers can start to grow relationships with their customers and become advisors- long term relationships like these are the best way to get your customers to trust you enough to buy more of your products. Join this panel to hear how top banks and credit unions are using automation to help them grow and be more efficient!
oHave you found the ideal balance between self service, assisted self service or full teller service? 
oDoes it vary by location based on the customers that visit each? 
oAre you thinking customer first when thinking about this blend, given the preferences of different age groups? 
oHow does your branch channel weave in with the rest of your channels? Have you given your customers enough ways to interact with you in person and online? 
oGiven the renewed focus on personalization in banking and the desire for creating deeper personal connections with customers, have you changed your strategy at all? 
oAre your staff members equipped with the right skills and technology to have these important conversations? 

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Michele Moore

Vice President, Branch Banking
SECU

Justin Kurth

Head of Transformation
Investors Bank

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Joe Salesky

CEO
CRMNext

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Mike Randall

Chief Operating Officer
Silver State Schools Credit Union

12:40 pm - 1:40 pm Luncheon For All Attendees

Track A: Small Network (ideally 1-25 Branches)

1:40 pm - 1:50 pm Chairperson’s Opening Remarks

If you are interested in presenting during this time, please contact Christine Johnson at christine.johnson@wbresearch.com

1:50 pm - 2:10 pm Case Study REMIX Part One: Overcoming A Staid and Traditional Company Culture to Secure Buy-In For Branch Innovation

•How to inspire your company to understand the importance of cracking branch strategy
•Understanding that change starts from the top and executives must be on board for this transition for it to stick
•Discuss how cross functional teams better serve customers by working together
•Re-evaluating your mission statement to make sure customers are at the center

Track B: Medium Network (ideally 25-200 Branches)

1:40 pm - 1:50 pm Chairperson’s Opening Remarks

If you are interested in presenting during this time, please contact Christine Johnson at christine.johnson@wbresearch.com

1:50 pm - 2:10 pm Case Study REMIX PART ONE: Driving Traffic to Your Branches

Deborah Lumpkin - Senior Partner, Centier Bank
Because fewer and fewer people are visiting the banking centers, Deborah Lumpkin has created a lot of “traffic builders” in her career to create prospect opportunities for the retail banking centers. These traffic builders do not focus on product, but were created to meet new prospects. Join Deborah to hear about some of these traffic builders. 

•For example, at grand openings, she  partnered with local businesses near the banking center and created “bouncebacks” and “retail tie ins” where the local business promotes us and offers discounts for stopping by our banking centers. 
•She has also organized and hosted art shows with local high schools to showcase young artists. The school promote the event and invites people to stop by the banking center to “vote” on their favorite artist. Parents, grandparents, aunts, and uncles would stop by to cast their vote. The only cost was the scholarship to the student for the People’s Choice award. 
•In these examples, Marketing created the “at bat,” but then it was up to her sales team to “close the sale”. Another example of how the two teams can work together!

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Deborah Lumpkin

Senior Partner
Centier Bank

Track C: Large or International Network (ideally 200 Branches or Above)

1:40 pm - 1:50 pm Chairperson’s Opening Remarks

If you are interested in presenting during this time, please contact Christine Johnson at christine.johnson@wbresearch.com

1:50 pm - 2:10 pm Case Study REMIX Part One: Accounting for Foot Traffic: How to Design for Urban Branches

•What do you know about your urban based customers and their needs? 
•How have you designed your urban branches specifically to account for foot traffic?
•Is it possible to make these urban branches smaller to account for the expensive rent? 
•What is the plan for organizing the urban network? Do you need more branches to account for the higher population?

2:10 pm - 2:20 pm Case Study REMIX PART TWO:

After hearing from our case study leaders, the audience will discuss in small groups for five minutes what their quick wins have been in their networks. Then a few audience members will be asked to share their quick wins with the rest of the group for five minutes

2:20 pm - 2:40 pm Innovation Spotlights

If you are interested in presenting during this time, please contact Christine Johnson at christine.johnson@wbresearch.com

2:10 pm - 2:20 pm Case Study REMIX PART TWO:

After hearing from our case study leaders, the audience will discuss in small groups for five minutes what their quick wins have been in their networks. Then a few audience members will be asked to share their quick wins with the rest of the group for five minutes

2:20 pm - 2:40 pm Innovation Spotlights

If you are interested in presenting during this time, please contact Christine Johnson at christine.johnson@wbresearch.com

2:10 pm - 2:20 pm Case Study REMIX PART TWO:

After hearing from our case study leaders, the audience will discuss in small groups for five minutes what their quick wins have been in their networks. Then a few audience members will be asked to share their quick wins with the rest of the group for five minutes

2:20 pm - 2:40 pm Case Study Presented by Miller Zell


oEstablishing a plan to make sure your customer is aware of what has changed.
oMaking all of their regular transactions run flawlessly so they don’t think your new systems/structure are a burden
oHaving a staff member in your lobby around to explain new processes to people and having remaining tellers explain to customers wanting to deposit checks or take out cash in line that its much easier to do these at an ATM and show them how
oJust generally making things more customer friendly: extending hours, including lots digital signage around the branch that explains new procedures and perhaps overstaffing at first with people around to help with this education

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Stephanie McClendon

EVP, Director of Retail Banking
First Federal Bank

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Erynne Hallock

Vice President of Retail Delivery
Whatcom Educators Credit Union

3:15 pm - 3:35 pm Audience Interactive Session: Share Your Successes!

During this highly interactive session, the audience will spend ten minutes in small groups. During those ten minutes, each audience member will be asked to share a recent branch transformation success they’ve had with their group (successes big and small welcome!) After ten minutes is up, each group will be asked to pick a group representative to share whatever their particular success was in a brief minute long report back in front of the entire audience! We encourage you to think about your successes ahead of time, so you can be ready to share them with the group.  We know we have a lot of talented branch professionals in the room and want you all to be able to learn from each other, not just from our speakers!

2:40 pm - 3:15 pm Panel: Keeping New Customers Happy After a Merger or Acquisition

Andrea Pruna - Chief Retail Officer, NECU Tim Whitney - VP, Member Experience, Corning Credit Union
•If you’ve just acquired or merged with a different institution, what steps need to be taken with new customers? that are coming over from the original institution? 
•What sort of messaging should be used to communicate the changes? 
•How can your staff be ready in branch to accept these new customers? 
•Is there an official onboarding or handover process for each customer? 
•How do you avoid losing customers in the transition

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Andrea Pruna

Chief Retail Officer
NECU

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Tim Whitney

VP, Member Experience
Corning Credit Union

3:15 pm - 3:35 pm Audience Interactive Session: Share Your Successes!

During this highly interactive session, the audience will spend ten minutes in small groups. During those ten minutes, each audience member will be asked to share a recent branch transformation success they’ve had with their group (successes big and small welcome!) After ten minutes is up, each group will be asked to pick a group representative to share whatever their particular success was in a brief minute long report back in front of the entire audience! We encourage you to think about your successes ahead of time, so you can be ready to share them with the group.  We know we have a lot of talented branch professionals in the room and want you all to be able to learn from each other, not just from our speakers!

2:40 pm - 3:15 pm Case Study REMIX: Your Branches Place in Today’s Omnichannel World

Yury Nabakov - Omnichannel Experience Manager and Marketing Strategist, Machias Savings Bank
•If you are truly thinking about the customer, then the challenge becomes being where they need you to be, not building out your own plan and having them acquiesce to it
•If they want to talk about taking out a loan while out at a pizza restaurant, they should have the ability to video chat with someone who can talk them through the options and then have that conversation saved in your core system and be able to walk into a branch in that instant and finish their discussion with someone in branch
•To be able to connect with the customer this way, you need to constantly be thinking how you yourself do your own banking. The goal is for the whole process to feel natural, not forced. 
•The branch is a key factor in how the whole buying process typically ends-so it needs to be perfectly customer centric and connected to everything else

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Yury Nabakov

Omnichannel Experience Manager and Marketing Strategist
Machias Savings Bank

3:15 pm - 3:35 pm Audience Interactive Session: Share Your Successes!

During this highly interactive session, the audience will spend ten minutes in small groups. During those ten minutes, each audience member will be asked to share a recent branch transformation success they’ve had with their group (successes big and small welcome!) After ten minutes is up, each group will be asked to pick a group representative to share whatever their particular success was in a brief minute long report back in front of the entire audience! We encourage you to think about your successes ahead of time, so you can be ready to share them with the group.  We know we have a lot of talented branch professionals in the room and want you all to be able to learn from each other, not just from our speakers!

3:35 pm - 4:15 pm Afternoon Refreshment and Networking Break In The Innovation Hub

General Session

4:15 pm - 4:35 pm Fireside Chat: Rolling Out ITM’s: Is it Worth it for Your Footprint

Eileen Phelps - Chief Operating Officer, Credit Union of America
Automation is the future. While ATM’s are one facet of that, given they automate easier transactions, there are other more advanced forms of automation that many financial companies are starting to use, like ITM technology and self-service kiosks that don’t have any employees at them at all. How do you decide what mode of automation your customer needs/wants? 
•What metrics can you use to figure out if ITM’s will work for you? 
• Have you tested ITM’s to make sure they would work for your customer? 
•Do you really need the capabilities that they offer?
•Have you thought about how they fit in with the rest of your business model?
•Do you have the right staffing model/call center for this to work?

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Eileen Phelps

Chief Operating Officer
Credit Union of America

The locations of new branches need to be established, the branches that should be closed have to be chosen and the branches that simply need a refresh have to be identified. All of this can be done by looking at market intelligence and demographic data to establish where the most transactions are located. Join this panel to hear how top credit unions and banks are establishing the mix that works best for them.
•Acknowledging the place your branch has in your customer’s journey
•Gathering customer data based on the markets you operate in
•Standardizing a framework that makes this data digestible and actionable 
•Deciding if you want to open branches, consolidate or move ones to new places based on the data 
•Making decisions on where these branches should be and what they should look like

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Vito Giannola

Senior Executive Vice President, Chief Banking Officer
SB One Bank

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Rick Case

Director of Facilities Management & Development
Apple Federal Credit Union

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Jim Petkewich

Senior Vice President , Retail Services
St. Mary’s Credit Union

Disruptor 101 Sessions

4:15 pm - 4:45 pm Cryptocurrency and It’s Future Impact on Your Business

Justin Frankel - CEO, Bayside Corporation
Join this 30 minute long intro to cryptocurrency- ask the questions you have and bring answers back to your business. Our speaker will be talking not just about the inner workings of crypto but also how it will impact the future of your business
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Justin Frankel

CEO
Bayside Corporation

4:45 pm - 5:15 pm Financial Services and Artificial Intelligence: A Look at What’s Next

Join this 30 minute long intro to AI to hear how to find smart places to use emerging AI technologies, and deploy them with an eye to the future. Attendees will come away from this 101 session with an understanding of features they can implement now to create smarter, frictionless experiences, as well as the critical steps needed to be AI first in this rapidly changing digital world.

5:10 pm - 5:40 pm Guest Speaker: #YouMatter - Driving A New Productive Culture

Angela Maiers - Founder, Choose2Matter
As hopelessness reaches pandemic proportions, every human on the planet is being affected and the world needs transformation. Choose2Matter has touched millions of lives, reshaping how each human being feels about their contribution and unleashing their individual genius. Kids are innovating in ways that impact communities, educators are shifting from reactive to proactive,   employees are driving a new corporate culture and delivering big wins to their organizations. Join us to find out how your organization can benefit from this simple, yet powerful movement which empowers the employees that provide your experiences, and be ready to participate in a live interactive workshop to unleash your genius.
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Angela Maiers

Founder
Choose2Matter

5:40 pm - 6:40 pm Anchors Aweigh Cocktail Reception in the Innovation Hub

Join new friends and colleagues in our innovation hub for an evening of maritime theme cocktails and nautical flare. Chat about what you’ve learned over lobster rolls and Sea Breeze’s.

6:40 pm - 6:40 pm End Of Main Day One