Future Branches Boston 2024
June 24 - 25, 2024
The Westin Copley Place, Boston, MA
Day Two: July 24th 2019 Equipping Your Branches With Best in Class Staff and Optimal Tech
7:15 am - 8:15 am Continental Breakfast & Registration In The Innovation Hub
7:15 am - 8:15 am Women in Branches Networking Breakfast
Stephanie McClendon - EVP, Director of Retail Banking, First Federal Bank
8:15 am - 8:25 am
Welcome Remarks
Elizabeth Robillard -
Event Director,
Future Branches
8:25 am - 8:40 am
Chairperson’s Opening Address
If you are interested in presenting during this time, please contact Christine Johnson at christine.johnson@wbresearch.com
8:40 am - 9:00 am
Keynote: Planning the Ultimate Branch Experience: Can You Read Your Customer’s Mind?
Jeremy Balkin -
Head of Innovation,
HSBC
•Is improving customer/member experience your main goal when it comes to branch strategy?
•What experiences do you think YOUR customers expect in branch today?
oDo they need coffee stations or tech bars?
•How do you know what your customer expects from your brand?
oWhat tools, surveys or other strategies do you have to figure this out?
•How did you design for these experiences?
•How can you iterate your branches to keep up with customer expectations?
oEspecially given how hard it is to get branch transformation projects started and completed
9:00 am - 9:05 am
Keynote Q&A: Planning the Ultimate Branch Experience: Can You Read Your Customer’s Mind?
Jeremy Balkin -
Head of Innovation,
HSBC
Our keynote will take five minutes of Q&A from the audience!
9:05 am - 9:25 am
Keynote: Finding the Right Mix of Employees and Technology in Branch
Mark Sanchioni -
SVP, Director of Retail Banking,
UnitedBank
Your institution has to find a way to balance the convenience of technology and the desire for customers to have self
service while maintaining the human element that makes customer feel a connection to your brand. Keeping things
impersonal will give a customer no reason to stick with your company if they are offered a better deal somewhere else.
Also, there are still plenty of baby boomer customers who complete transactions in branch and despite the fact that millennials like to do things online, they still like to talk to branch employees about more complex things, like loans or investing. How can you balance all of this to make sure you are providing exactly the level of service your customer wants? Join Mark Sanchioni of UnitedBank as he walks us through how this is done at his institution.
9:25 am - 9:30 am
Keynote Q&A: Finding the Right Mix of Employees and Technology in Branch
Mark Sanchioni -
SVP, Director of Retail Banking,
UnitedBank
Our keynote will take five minutes of Q&A from the audience!
9:30 am - 9:50 am
Keynote: Redesigning the Branch Network for the Customer
Lauretta Chrys -
Executive Vice President, Head of Retail Network Transformation,
Citizen Bank
Can branch transformation find the right balance between efficiency and investing in the customer experience? This presentation shares a journey from one-size-fits-all branch transformation focused on efficiency to a vision and understanding of the connection between branch design and customer demands for a modern customer-centric environment.
9:50 am - 9:55 am
Keynote Q&A: Redesigning the Branch Network for the Customer
Lauretta Chrys -
Executive Vice President, Head of Retail Network Transformation,
Citizen Bank
Our keynote will take five minutes of Q&A from the audience!
9:55 am - 10:35 am
Morning Networking Break In The Innovation Hub
10:35 am - 10:55 am
Fireside Chat REMIX: Taking On The Branchless Bank: Should You Be Concerned?
Carie Kelly -
Vice President, Acquisition,
Radius Bank
Some banks are taking themselves completely off the grid and going online only in order to downgrade their costs and still provide good banking services. Other banks are starting entirely online to avoid having to put that cost on their bottom-line. Join this session to hear several branchless banks explain their strategy behind going branchless and what this means for your business.
•What are the benefits of branchless banking?
•Do you see potential for the long term success of these companies?
•Do you see any potential for creating your own branch-less entity, like Goldman Sachs (Marcus) or Chase (Finn)?
•What is your strategy for competing against these companies?
10:55 am - 11:05 am
Fireside Chat REMIX Part Two: Taking on the Branchless Bank: Should You Be Concerned?
Carie Kelly -
Vice President, Acquisition,
Radius Bank
After hearing from our fireside chat leaders, the audience will discuss in small groups for five minutes what their approach to branchless competition has been. Then a few audience members will be asked to share their quick wins with the rest of the group for five minutes
11:05 am - 11:25 am
Keynote: Are Your Marketing Efforts Making an Impact on Customers?
Angela Vanderburg -
VP, Strategy and Research, Financial Services,
Stratacache, Q Division
Deep dive into the results of a consumer banking study conducted across Western Europe and North America that examines how messaging has an effect on customer perceptions and attitudes toward bank brands and if your marketing efforts truly drive customer behavior.
11:25 am - 11:45 am
Keynote Fireside Chat: Planning Your Wealth Management or Private Wealth Strategy
Ronald Belle -
Chief Experience Officer,
AmeriCU
Are you a retail bank or credit union that provides wealth management services alongside typical retail
products? Then this is the session for you. Given the specific nature of your business, what changes need to
be made across your network to make your branches more approachable to customers? How does your staff
need to be organized? Are you opening new branches? How do you decide where? Join this session to hear
the strategy behind onsite wealth management strategy of banks and credit unions:
•If you are a wealth management firm or have a wealth management arm, what are the needs of your clients that want face to face interaction?
•What technology do they want to see?
•What kind of staff do they require? How specialized are their roles?
•What should the design be?
11:45 am - 11:50 am
Keynote Fireside Chat Q&A: Planning Your Wealth Management or Private Wealth Strategy
Ronald Belle -
Chief Experience Officer,
AmeriCU
Our keynote will take five minutes of Q&A from the audience!
11:50 am - 1:00 pm
Branch Technology Roundtable Discussions:
Rahn Rampton -
Product Manager, Financial Services,
Epson
Andrea Pruna -
Chief Retail Officer,
NECU
Justin Kroop -
Vice President of Marketing,
Level5
Mike Colvin -
Executive Vice President,
Level5
Arthur Gilmore -
President & CEO,
Gilmore Group
Peter Cummings -
CEO,
Essex Lake Group
Slaven Bilac -
President & CTO,
Agent IQ
1.Epson Roundtable
Rahn Rampton, Product Manager, Financial Services, Epson
2. Gilmore Group Roundtable
Arthur Gilmore, CEO & Founder, Gilmore Group
3.If The Customer Will Not Come to The Branch, Then The Branch Must Come to the Customer
Slaven Bilac, President and CTO, Agent IQ
4.Data Monetization in Retail Branches
Peter Cummings, CEO, Essex Lake Group
5.Intelligent Demographics Roundtable
Richard Nehrboss, Co-Founder, Intelligent Demographics
6.The Blueprint for a Successful Branch: Uncovering the Secret to Design-Build with Northeast Credit Union
Justin Kroop, Vice President of Marketing, Level5
Mike Colvin, EVP and Principal, Level5
Andrea Pruna, Chief Marketing and Retail Officer, Northeast Credit Union
1:00 pm - 2:15 pm
Lunch For All Attendees
Track A: The Universal Teller Model
2:15 pm - 2:25 pm Chairperson’s Afternoon Remarks
If you are interested in presenting during this time, please contact Christine Johnson at christine.johnson@wbresearch.com
2:25 pm - 2:45 pm Fireside Chat: Developing Soft Skills: Turning Your Current Employees into ‘Relationship Managers’
Maria Harvey - AVP Retail Trainer & Development Manager, Webster Five Savings BankYour universal tellers not only need to be able to do easy and complex transactions, but be comfortable with being more of a salesperson. But not just any salesperson, they really need to develop relationships with customers that cultivate trust- so that sales can more easily happen and the bank can grow. Join this session to hear more about:
•How can you teach these soft skills so that your employees can get past the basics with your customers?
•Do your employees know how to build loyalty and deepen customer relationships? Not just smile blankly at them and provide normal customer service?
•Your branch is also meant to be a place where customers learn about new products as well- do your employees ever do more than just simple transactions or are they upselling new things?
•Do they know how to go after the limited amount of customers that work in
2:55 pm - 3:05 pm Fireside Chat REMIX Part Two: Developing Soft Skills: Turning Your Current Employees into ‘Relationship Managers’
Maria Harvey - AVP Retail Trainer & Development Manager, Webster Five Savings BankTrack B: Customer and Employee Centric Technology Deployment
2:15 pm - 2:25 pm Chairperson’s Afternoon Remarks
If you are interested in presenting during this time, please contact Christine Johnson at christine.johnson@wbresearch.com
2:25 pm - 2:55 pm Case Study: Leveraging Your Branch Network to Drive New Customer Acquisition
Matthew Steilberg - Director of Retail Banking, Citizens and Farmers BankYour branches give your business the perfect opportunity to acquire new business. How can you harness the power of this face to face channel in order to continue to grow? What skills do your employees need to become relationship salespeople. Join this session to hear how your branch network can be reimagined to bring all of the products you sell to the forefront:
•Engineering the required brand position to create opportunity
•Setting team expectations – role clarity
•Identifying and implementing required skills
•Developing and implementing an effective market analysis process
•Leveraging internal and external partnerships
Interactive Workshop Track
2:15 pm - 2:45 pm Improv’ing Work: Exploring The Power Of Purposeful Play
Jordan George - Head of Leadership and Talent, Addition FinancialThe best musicians and comedians know how to improvise with style, but can rule-bound business professionals and leaders benefit from employing the same skills? Of course! Have no fear - the laughs will come naturally in this low pressure but highly interactive workshop as we explore the concept of “purposeful play” and learn how adopting an improvisational mindset can transform the way you work. Full of practical improv tips and tricks used by the pros, you’ll learn how leading with “Yes, And” can help you become a better creator, communicator, and business partner.
2:55 pm - 3:35 pm PANEL REMIX: The Ins and Outs of Moving to the Universal Teller Model
Jessica Kendall Hornof - Executive Vice President, Retail Banking, First Citrus Bank Stephanie McClendon - EVP, Director of Retail Banking, First Federal Bank Jim Petkewich - Senior Vice President , Retail Services, St. Mary’s Credit Union Steve Hamilton - Branch Transformation Lead, Ponce Bank Erynne Hallock - Vice President of Retail Delivery, WECU•How do you define the universal teller role within your institution? What does it look like to you?
•What did you decide to move to this model? What drove this change?
•How do you tell your staff that you are moving to a Universal Teller role- what does that look like?
oWhen do you tell them?
oHow do you explain what this will mean for their career development?
•What are the best training strategies for the universal banker role?
oHave you tried - Mentorship? Rewards?
oDo you have the proper resources for this training?
3:35 pm - 3:45 pm Panel REMIX Part Two:
After 30 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.
2:55 pm - 3:05 pm Customer Experience and Branch Operation Optimization driven by Data Monetization and Advanced Analytics
Peter Cummings - CEO, Essex Lake Group3:05 pm - 3:35 pm PANEL REMIX: Part One Motivating Your Frontline Employees to Provide Exemplary Customer Experiences
Kimberley Braswell - Chief Talent Officer, Member One Federal Credit Union Corey LeBlanc - Chief Digital and Innovation Officer, Origin Bank Billie Connally - Regional Market Manager, Providence BankYour frontline is the backbone of your brand. They have face to face interactions with your customers every day. Their reactions to situations will shape how customers feel about you and can keep customers from abandoning you – especially if your employees take the time to develop trusted relationships with them. Join this session to hear more about:
•How to get frontline employees bought into customer experience
•Creating a CX culture that promotes this buy in
•What methods of motivation keep employees going, even when they might be dealing with upset customers
•How to establish a culture that motivates, not just pay them to do better
3:35 pm - 3:45 pm Panel REMIX Part Two:
After 30 minutes of hearing from the panelists, audience members will be asked to discuss a related follow up question in small groups for 10 minutes.
2:45 pm - 3:05 pm Improv’ing Work: Exploring The Power Of Purposeful Play (continued)
Jordan George - Head of Leadership and Talent, Addition FinancialThe best musicians and comedians know how to improvise with style, but can rule-bound business professionals and leaders benefit from employing the same skills? Of course! Have no fear - the laughs will come naturally in this low pressure but highly interactive workshop as we explore the concept of “purposeful play” and learn how adopting an improvisational mindset can transform the way you work. Full of practical improv tips and tricks used by the pros, you’ll learn how leading with “Yes, And” can help you become a better creator, communicator, and business partner.
3:45 pm - 4:25 pm
Afternoon Refreshment & Networking Break In The Innovation Hub
4:25 pm - 4:45 pm
Closing Fireside Chat: Mapping the Design of Your Branch
Jimmy Lovelace -
SVP, Member Experience,
Community First Credit Union
Thinking about your customer first will lead you to start thinking about your overall footprint and how branches should be designed. 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. Depending on the location and customers of a particular branch, the ideal branch design could be similar to anything from the Apple Store to a local Brooklyn coffee shop- does your customer want sleek and futuristic or comfortable and natural? Join this keynote fireside chat to hear the strategy behind mapping your branch design to your customers preferences given what branches need to be for today.
•What are the different formats that financial institutions are exploring?
•How are you best using the space you have to reflect your updated branch goals?
•Are you thinking about your customer’s in branch journey when making these updates?
•How do you keep the identity of your brand present within your updated space while implementing new designs and technology?
4:45 pm - 5:20 pm
Future Branches Wrap-Up Session—Top Take-aways in 30 Minutes
With three days filled with sessions, how can you ensure that you walk away with a few “golden nuggets” to take back to your organization? This session will help synthesize some of the key take-aways and provide you with a customer experience toolkit to implement upon your return to the office.