Agenda
Agenda Highlights
This year's agenda equips bankers to thrive amid uncertainty with world premiere research on consumer financial behavior, digital payments, and branch transformation, insider perspectives from leading banks, regulators, and innovators, and interactive peer forums.
Sessions address four critical areas where banks cannot afford to take a "wait-and-see" approach:
Featured Sessions
Sessions by Topic
Keynote -Unlocking Hidden Value: The Holistic Engagement Value Banking Model
Banks must change their focus from product-focused to service-focused models, where consumer value is viewed holistically. Doing so requires understanding customers' complete financial journeys, beyond immediate needs, to support long-term success. AI will be the backbone of this shift. This presentation of new Datos Insights research will reveal how leading banks are embracing this mentality to meet customers wherever they are. Participants will learn actionable strategies to implement customer-centric approaches that drive loyalty, increase wallet share, and position their institutions as trusted financial partners for life.
Datos Insights, USA
Keynote - Advance Your Client Strategy Through Human-Centered Design and Journey-Driven Solutions
Eddie will discuss the Truist approach to aligning enterprise strategy and client strategy, prioritizing breakthrough opportunities, generating business support, and engaging cross-functional resources to maximize client and business outcomes.
Eddie Lopez, SVP, Head of Journey Architecture, Truist, USA
Keynote - The Heart of Fraud: Fighting Human Crimes with Data, Unity, and Purpose
In today’s rapidly evolving fraud landscape, it’s easy to become numb to the numbers and trends. But behind every fraud case is a human story—often one of exploitation, trauma, and loss. Drawing on 25 years of frontline experience in global fraud prevention and his leadership at The Knoble and Mission Omega, Ian Mitchell will share a compelling vision for how financial institutions can unite to defend the vulnerable and restore trust in the system.
This keynote builds on Ian’s Banking With Heart series, a movement that inspires financial professionals to lead with purpose, courage, and compassion. Whether you’re new to Banking With Heart or have followed Ian’s journey, this talk will challenge you to think differently—about data, collaboration, and what it truly means to fight “Human Crime.”
Blending expert insight with heartfelt storytelling, Ian will also perform one or two original songs.
Ian Mitchell, The Knoble, USA
Presentation - The Human Edge in Branch Banking: Defining the Relationship-Centered in a Digital Age
As digital banking reshapes customer preferences, branches have a unique opportunity to redefine their role as essential touchpoints in fostering trust and loyalty. Seun will speak to the unique value that human-centered service provides in a technology-driven world. Gain actionable strategies to transform your branches into vital components of an omnichannel banking experience. Drawing on cutting-edge examples and future trends, this session will demonstrate how branches can go beyond transactions to deliver personalized, high-impact engagements.
Seun Aiyese, SVP, President of Retail Banking, Southern Bancorp, USA
Panel - Banking Reimagined: Automating Fraud & Compliance to Empower Retail Banking Growth in 2025
As we navigate an uncertain 2025 financial landscape, this panel reveals how automation is revolutionizing traditional retail banking operations. Our experts will share:
- The shift from manual to automated compliance workflows, enabling retail bankers to focus on growth
- Real-world insights from 15,000 automated check fraud inquiries, including emerging threats and prevention strategies
- How automation of AML and compliance processes is transforming customer engagement while strengthening security
Uri Rivner, CEO & Co-founder, Refine Intelligence, USA
Innovation Spotlight - Harnessing Technology to Deliver a Modern Branch Experience
PenAir Credit Union’s operating principle is to improve service for its members through enhanced access and convenience. In this session we explore how PenAir Credit Union has reimagined its branch strategy by using technology at the foundation of executing a ‘tellerless’ branch, while still maintaining a focus on customer service and efficiency.
Derrick Aguilar, Chief Experience Officer, PenAir Credit Union, USA and Steve Nogalo, North America General Manager, NCR Atleos, USA
Case Study - The Modern Banking Experience: Translating High-Touch Banking in Today’s Digital Age
As FIs navigate digital transformation, they need to embrace their local and relationship-building “roots.” Learn how banks can bring the warmth of in-person experiences to digital channels through innovative solutions and strategies. Discover which aspects of physical banking interactions can be translated to digital and how to leverage customer data to deliver personalized and timely solutions. Learn how to create an intelligent hybrid service model that combines self-service efficiency with the human connection for more complex financial decisions
Grant Karsas, VP Digital, Travis Credit Union, USA
Panel - Beyond Banking: Winning Customer Loyalty in the Age of Digital Choice
The Digital Age is creating independent, tech-savvy consumers with “Amazon” expectations. It is also making account opening easy for most and is opening the doors to new business. Equipped with this independence, consumers are free to choose from myriad providers to meet their needs … and they aren’t turning to their primary relationship. According to a Datos survey on financial behaviors, at least 1/3, and sometimes more than half, of the time consumers turn to fintechs or other FIs outside their primary relationship for tools and services designed to meet their financial needs. In this session, learn how financial institutions are combatting this trend and the steps they are taking to develop long-term customer relationships.
Keynote - Leveraging Digital Transformation to Play Offense and Defense
Across 20+ years as an innovation and transformation leader at companies including Google and Barclays, Brett StClair has become an expert in navigating disruption through strategic digital initiatives. His remarks will uncover how financial institutions can develop agile digital infrastructures that quickly adapt to market shifts while maintaining operational efficiency and regulatory compliance. Such efforts not only enable banks to improve customer service and retention, but also reduce costs, discover new revenue streams, and build a foundation for future growth.
Brett StClair, Rebel Technologist, former Google and Barclays executive
Innovation Spotlight - Empowering the Frontline: North Shore Bank’s Success with Microsoft Integrated Task Management Software
In the ever-evolving landscape of workforce management, FIs struggle to optimize their operations efficiently. North Shore Bank addressed this challenge by implementing Nextenture’s task management software - a cloud-based task management solution that integrates with Microsoft Teams. The platform automates routine tasks and provides AI-driven insights for workflow optimization. As a result, the bank's frontline teams now save 3-4 hours per week per employee, allowing them to focus on delivering exceptional customer service and driving growth. This implementation has been key to achieving operational excellence across the organization.
Susan T. Doyle, SVP, Head of Retail Banking, North Shore Bank, USA and Maygan Cianflon, COO, Nextenture, USA
Panel - Fighting Fraud With Machine Learning: How to Protect Customers From Scams
As digital scams grow more sophisticated, FIs face mounting challenges in protecting consumers and maintaining financial stability. This panel explores how machine learning analytics can transform fraud detection by analyzing transaction patterns in real time. Industry experts will discuss emerging scam tactics, preventative measures, and balancing security with data privacy concerns.
Panel - Harnessing AI for More Personalized Banking
AI is revolutionizing how banks understand, serve, and grow customer relationships. From predictive analytics that anticipate customer needs to conversational AI that enables 24/7 personalized service, artificial intelligence is helping banks move from transactional interactions to meaningful relationships. Explore how AI is enhancing customer understanding, enabling proactive engagement, and creating more human banking experiences—all while driving operational efficiency and growth.
Panel - Digital Account Opening Excellence: Navigating Platform Choices and Personalization in Modern Banking
Across all segments 43% of U.S. consumers open their checking accounts digitally. Join industry leaders as they explore the critical decisions in digital account opening transformation. This discussion will examine the strategic choice between all-in-one platforms and best-of-breed point solutions, and how personalization capabilities drive customer acquisition and retention in a competitive banking landscape.
Presentation - Upskilling Branch Staff: Building Advisory Excellence from Within
Examine how retail banks can transform transaction-focused branches into financial advisory hubs by developing existing talent. We explore practical strategies for upskilling current employees through targeted training, mentorship, and technology integration—creating a seamless transition that preserves team cohesion while meeting modern consumers' demand for personalized financial guidance.
Robert Williams, SVP, Director of Branch Delivery, Minnwest Bank, USA
Footprint to Fingerprint: People-First Branch Transformation
Bank branches aren’t disappearing—they’re transforming. This session explores how collaborative design, engaged teammates and seamless technology come together to reimagine the branch as a modern hub for connection, not just transactions.
Haley Keck, SVP, Senior Journey Architect, Truist, USA
Panel - Reimagining Branch Services Beyond Traditional Walls
RBR Data Services’ Global Branch Transformation study reveals that banks in the U.S. are increasingly deploying video Assisted Self-Service Terminals (video tellers) in off-site locations to extend geographic reach and widen access. Discover how FIs are breaking free from conventional branch models by creating full-service touchpoints in innovative ways. Explore how banks and credit unions are extending their reach through the strategic deployment of the latest self-service technologies. Learn how to meet customers wherever they are through technology-enabled access points that transform any location into a potential banking center.
Panel - The Branch Evolution: Blending Digital Innovation With Human Connection
Banks and credit unions are revolutionizing their branch locations to create exceptional customer experiences. Branches remain key sales channels for account openings and advice. More than 40% of consumers visit a branch to open checking accounts or loans. It is becoming increasingly important for FIs to create seamless transactions across digital channels and physical spaces, while converting traditional branches into modern advisory centers that combine digital innovation with human expertise. RBR Data Services’ Global Branch Transformation study shows banks are increasingly harnessing branch technologies to automate routine transactions thereby freeing up branch staff for value-added activities. The total number of teller cash recyclers (TCRs), for example in the USA has increased by 27% since 2019, and it is forecast to keep growing. In this session, we'll examine proven strategies for modernizing branch operations, enhancing employee capabilities, and implementing flexible service models that merge the convenience of technology with valuable face-to-face engagement.
Panel - Enhancing Financial Inclusion and Financial Wellbeing for All Customers
RBR Data Services’ Global ATM Intelligence reveals that the number of ATMs and the number of branches in the U.S. both fell by 1% in 2023. As the number of branches and ATMs continues to decline, concerns mount about access to financial services in underserved communities. The US financial system fails to serve all communities equitably, perpetuating broader economic inequalities. Enhancing financial inclusion is essential for building household resilience, improving wellbeing, and addressing persistent wealth inequality. What can the industry do to drive financial access and financial literacy among the underserved? What needs to be driven by regulation and what responsibility does the private sector have?
Panel - Creating a High Value Card Portfolio in the Digital Age
The top five card issuers in the country have increased share from 59% in 2022 to 60.5% in 2023 after years of declining market share for large issuers, and this is at the expense of smaller FIs. The number and types of payment alternatives that card holders can use continues to increase and a differentiable value proposition to retain customers is hard to maintain. Learn how to use a digital platform and value-added services to attract, retain and increase the value of your portfolio.
Keynote - Clarity Through Context: Converting Uncertainty into Strategic Advantage
Drawing from his book and history, Brody tells the history of uncertainty: How ebbs and flows in political power in Washington have led us to this unique moment in time. He also talks about how the growing populism in the Republican Party and progressivism in the Democratic Party have created instabilities in government – and created new opportunities for businesses large and small to serve their communities, customers and employees.
Brody Mullins, Pulitzer Prize-Winning Reporter and Author, USA
Panel - Open Banking: Transform or Be Left Behind - Strategic Imperatives for US Financial Institutions
Industry leaders explore how US financial institutions can navigate the emergence of open banking, weighing competitive threats, innovation opportunities, and risks of inaction. The discussion focuses on strategic approaches for both mandated and non-mandated institutions in this transformative financial landscape.
Presentation: The Challenges of Being a Stablecoin Issuer
This talk addresses the impact that stablecoins, especially payment stablecoins, may have on payments systems, including those provided by banks. Will stablecoins compete with bank-provided payment services? And, is it a good idea for a bank to get into the payment stablecoin business? The talk will cover topics such as use cases, business models, and headwinds facing payment stablecoins.
Franklin Noll, PhD, Lead Payments Specialist, Payments Strategies Group, Federal Reserve Bank of Kansas City, USA
Panel - Accelerating US Real-Time Payments Through Lessons Learnt in Global Markets
Join industry pioneers as they examine FedNow implementation success stories alongside valuable lessons from global markets. Panelists will share how international best practices can enhance US adoption strategies for operational efficiencies, scaling capabilities, and provider partnerships. Learn how to apply proven global innovations to overcome uniquely American challenges in the instant payments landscape.
Panel - Making Card BIN Sponsorships Work
Card experts talk about the risks and rewards of launching a BIN Sponsorship program. Speakers will discuss topics, such as the minimum investment for launching a program, what they wish they knew, and best practices for Fintechs looking to partner with a BIN sponsor bank.
Panel - Bringing Credit Cards In-House
Credit cards continue to be a growth area for U.S FIs. According to RBR Data Services’ Global Cards and Payments study, the value of credit card payments grew by 7% in 2023. Learn how rewarding self-issuance can be for banks and credit unions that use an agent bank or have no credit card program today. Speakers will discuss the best practices, risks and rewards of bringing credit cards in-house, along with key features and benefits card issuers should consider to attract their target customers.
Peer Forum - Women in Retail Banking: Bridging the Generations
Reception and Panel Discussion
As the workforce evolves, so do the challenges and opportunities for women navigating their professional journeys. This session will explore the diverse perspectives, experiences, and strategies of women in retail banking from various generations, from Gen Z to Gen X. Hear from female leaders who will share their personal stories, triumphs, and tribulations, offering valuable insights into how generational differences shape their approaches to leadership, career advancement, work-life balance, and overcoming gender biases.
Participation is open to all women attending from financial institutions.
Roundtable - Embracing AI in Banking
Join us as we discuss how AI can provide significant competitive advantages to FIs. AI enhances—rather than replaces—human capabilities, offering benefits in data analytics, targeted advertising, social media management, customer communication, predictive analytics, and fraud detection. Even small implementations can yield substantial results.
Roundtable - Banking Strategies for Uncertain Times
Today's unpredictable political and economic landscape presents significant challenges. Banks can navigate these uncertainties and grow by forming cross-functional data committees, implementing financial wellness programs, providing education on emerging financial trends, proactively identifying distressed customers, and optimizing digital banking channels to balance sales and service. Financial institutions hold a unique advantage—their trusted relationship with customers provides the stable foundation consumers need during economic volatility
Preliminary Conference Schedule
*Subject to change
*Subject to change
*Subject to change
