Branch Transformation Redefined

Retail financial institutions have an opportunity to offer a blend of digital and human interaction and a seamless experience across all channels so they can be there for customers when, where, and how they choose.  Wells Fargo’s Head of Branch Systems and Transformation will provide a behind the scenes look at how the bank is preparing to optimize this potential.

Chairs:
David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speaker:
Brad Nolan, Head of Branch Systems and Transformation Consumer, Small & Business Banking, Wells Fargo

Optimizing and Harnessing the ATM Channel for Efficiency

A robust self-service network can provide FIs with new ways to optimize costs; moreover, strategically deployed ATMs can supplement reduced branch networks, maintaining brand presence and providing both cash services and enhanced remote services. We will explore the key capabilities in modern self-service devices that deliver value to both FIs and customers, and strategies on prioritizing their delivery.

Chair:
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speakers:
Bill Budde, VP, Banking Strategy and Solutions, Hyosung
Zach Darracott, Cash Device Specialist, Listerhill Credit Union
Holly Garza, Managing Director, Financial Institution Consulting, Extraco Consulting
Ryan Loesch, Branch Transformation Leader, SVP, Truist

Leading Change: Getting Buy-In for Retail Transformation
Fireside Chat

As new technologies challenge the traditional role of the branch, learn how leading banks drive behavioral change in the retail channel. In this fireside chat, hear how Centier Bank created a shared vision for the branch and built consensus among key stakeholders, resulting in faster decision making and change adoption. Gain insights and learn how to become a retail changemaker.

Chairs:
Felix Kronabetter, Business Development Director, Datos Insights
Gillian Shaw, Manager, Datos Insights
Speakers:
Deborah Lumpkin, Senior Partner, Centier Bank
Ben Hopper, Managing Director of Retail Strategy, Adrenaline


Cracking the Code: Transforming Data into Actionable Strategies for Retail Banking Growth

In the dynamic landscape of retail banking, understanding and responding to customer needs is more critical than ever. In this session, Erin Cohee, VP of User Experience at OneUnited Bank, unravels the complexities of utilizing AI, banking data, and innovative strategies to deliver actionable insights. The session draws on real-world examples from OneUnited Bank, illustrating how proactive communication, personalized approaches, and empathy can turn customer data into a successful customer journey. "Cracking the Code" provides attendees with tangible strategies to bridge the gap between understanding customer needs and implementing effective solutions in the fast-evolving landscape of retail banking.

Chairs:
Felix Kronabetter, Business Development Director, Datos Insights
Gillian Shaw, Manager, Datos Insights
Speaker:
Erin Cohee, Vice President, User Experience, OneUnited Bank

Driving Customer Engagement in a Digital-First World

The increasingly omnichannel customer engagement model requires retail banks to reconsider how they win and serve their customers, the role digital plays in and outside of the branch, and how to create greater value.

Moderator:
Ariana-Michele Moore, Advisor, Datos Insights
Speakers:
Jerone Abueva, Director and B2B Solutions Business Development Leader for Financial Sector, Samsung
Michelle Davis, Sr. Journey Architect, Truist
Susan Doyle, SVP and Head of Retail Banking, North Shore Bank
Paula Slagle, SVP and Head of Branch Transformation Technology Product, Wells Fargo

Reaping the Rewards of Digitized Onboarding

The customer onboarding process is central to financial institutions’ client acquisition and retention. Customer onboarding and new account opening both create pathways for engagement. Creating efficiencies in the onboarding experience using modern technology can enhance opportunities for cross-selling and strongly establish customer relationships.

Moderator:
Thad Peterson, Strategic Advisor, Datos Insights
Speakers:
Erin Cohee, Vice President, User Experience, OneUnited Bank
Grant Karsas, Vice President of Digital, Travis Credit Union
Perry Rotella, Managing Dir., Financial Services, Box

CFPB Priorities for the Coming Year

The CFPB is undertaking a variety of initiatives impacting retail banking, lending, and payments—but how does this work fit into its overarching vision for consumer financial services? In this session, hear about the top priorities and concerns on which the CFPB will be focused during the remainder of 2024 and beyond.

Chair:
David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights
Speaker:
Leslie Parrish, Deputy Assistant Dir., Consumer Credit, Payments, and Deposits Markets, Consumer Financial Protection Bureau


Cyber Risk Challenges for Open Banking

AI-powered development for an API-powered ecosystem brings great potential for the future of open banking.  But how will the API ecosystem defend against cyber-attacks, including those driven by adversarial AI?  How should organizations respond to these business challenges?

Chair:
David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights
Speaker:
Brent Whittington, Strategic Advisor, Datos Insights

Implementing Data Strategies and Leveraging AI to Advance Customer Experience

By harnessing the value of customer data, financial institutions can provide personalized interactions through each channel, elevating the value of the customer's relationship with the financial institution to the level of a trusted financial advisor: "Know me, protect me, look out for me." This roundtable, co-moderated by Stewart Watterson, Strategic Advisor, Datos Insights and Shantala Sadananda, President, BFS, CME & Emerging Markets SBUs, Innova Solutions, will enable participants to explore the most effective ways to leverage AI technology and how to balance innovation with regulatory compliance.

Moderator:
Stewart Watterson, Strategic Advisor, Datos Insights
Speaker:
Shantala Sadananda, President, BFS, CME & Emerging Markets SBUs, Innova Solutions

Participation limited to financial institutions. Lunch will be served. Ideal participants are executives in digital banking, analytics, and information technology roles.

Transforming Retail Banking: Bank Branch Systems Modernisation

This panel focuses on how FIs can upgrade traditional banking systems to enhance customer experience and improve operational agility. It explores innovative technologies and digital transformation strategies so that banks can transcend physical limitations and offer seamless, personalised banking experiences.

Moderator:
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speakers:
Phil Barsoum, Consulting Partner, Kyndryl
Kelly Showerman, Vice President of Branches, MSU Credit Union
Norbert Thiel, CEO and Co-Owner, NG Branch Technology

Fighting Fraud with Automation in the Digital Bank

The flood of data breaches in recent years has resulted in escalating threats of fraud and cyberattacks in financial services. Meanwhile, heightening consumer expectations compel financial institutions to provide modern, digital customer experiences. Authoritative, accurate, and automated processes in areas such as identity verification can combat criminal activity while also helping increase customer conversion rates.

Moderator:
Ron van Wezel, Strategic Advisor, Datos Insights
Speakers:
Joshuah Lebacq, Principal, Venture Capital, National Bank of Canada
Chris Meyer, Senior Vice President, Intellicheck
Staci Shatsoff, Assistant VP, Secure Payments, Reserve Bank of Boston

Expanding Customer Access with Unique Approaches to Branch Transformation
Fireside Chat

With today’s technology and distribution options, financial institutions can redefine their branch strategy by using both interactive self-service AND expanding access with branded ATMs. Join NCR Atleos as we present case studies on how financial institutions are leveraging this approach as part of their strategies. 

Chair:
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speakers:
Lauren Morrison, Vice President of Card Products and Services, VyStar
Steve Nogalo, General Manager, North America, NCR Atleos
Steve Pierce - VP, Innovation, Black Hills Federal Credit Union


How Rockland Trust is Modernizing Branch Operations
Case Study

Hear how Rockland Trust is using new tools in branch operations to improve execution, reduce audit risk and free up branch employees time for more customer facing activities. This session will be introduced by Pete Daugherty, Solutions Consultant, Financial Services, Zebra Technologies.

Chair:
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speakers:
Jennifer Banks Goulart, VP, Branch & Security Operations, Rockland Trust

Mastering the Art of Customer Engagement and Retention

This panel will discuss why FIs struggle to keep up with the needs of their clients, especially around the most popular and important products, and why it is more critical than ever to modernize every product and every touchpoint.

Moderator:
David Shipper, Strategic Advisor, Datos Insights
Speakers:
Miguel Cintron, SVP of Deposit & Payment Products, EverBank
Thomas Hancock, SVP; Payments, Transfers & Orchestration, Truist
Shana Salyer, Director, Product Marketing, i2c

Peer Networking and Conference Expo Tours

Join your peers, Datos Insights experts, and solution providers in the expo hall for refreshments and conversation. Datos Advisors will lead a series of 15 minute themed tours highlighting technology trends and introducing related exhibitors in the following areas:

Conference Expo Tour Topics
- Customer Experience: 2:30 PM - 2:45 PM
- Technology Innovation: 2:45 PM - 3:00 PM
- Branch Transformation 1: 3:00 PM - 3:15 PM
- Branch Transformation 2: 3:15 PM - 3:30 PM

Navigating Innovation During the Age of AI: The Intersection of Technology, Customer Experience, and Operational Efficiency in Lending and Deposits

To align the credit application experience with customers' expectations, financial institutions need to orchestrate their processes and use AI techniques such as machine learning to target their offers, streamline the application process, manage credit risk, and advance the customer relationship.  This roundtable discussion, co-moderated by Ron van Wezel Strategic Advisor, Datos Insights and Kevin Trilli, Chief Product and Technology Officer, Amount, will enable participants to explore the most effective ways to leverage AI technology and how to balance innovation with regulatory compliance.

Moderator:
Ron van Wezel, Strategic Advisor, Datos Insights
Speaker:
Kevin Trilli, Chief Product and Technology Officer, Amount

Participation limited to financial institutions. 

Partnering Together on the Closed Cash Cycle Journey

Join us for an exciting look at Wells Fargo’s strategy and best practices behind the closed cash cycle journey. What is a closed cash cycle? It is the movement of cash through an ecosystem via recycling technology where cash is deposited and can immediately be available for withdrawal? This limits involvement from branch staff and returns their attention to where it matters most: your customers. Walk with us as we learn more about the driving force behind Wells Fargo’s decision to recycle, what worked, and which lessons were learned along the way. This session will be introduced by Ted Sapp, Account Director, Enterprise Accounts, Diebold Nixdorf. 

Chair:
Rowan Berridge, Senior Manager, Datos Insights
Speaker:
Frank DiGangi, Executive Director, Cash Handling Hardware Performance and Branch Adoption, Wells Fargo


How can the branch survive in today's digital world?

Changing customer behaviours, declining footfall and rising branch overheads are putting a squeeze on the branch banking model, yet having a physical presence is still critical for banks. With cash usage remaining resilient, banks must continue to over transactional services but the branch can be so much more than a place for cash handling. A successful branch strategy is one that can harness the bank’s differentiators to recruit new customers, drive sales and provide an excellent overall customer journey. How should the branch adapt and evolve to remain relevant in today’s rapidly changing and increasingly digital world? 

Chair:
Rowan Berridge, Senior Manager, Datos Insights
Speaker:
Gillian Shaw, Manager, Datos Insights

CFPB Rule 1033: A Regulatory Burden or a First Step Towards a New Open Banking System

Join us to unravel the transformative potential of the 1033 rule and how it shapes the future of banking for institutions of all sizes.

Moderator:
Stewart Watterson, Strategic Advisor, Datos Insights
Speakers:
Anthony Burton, SVP , Head of Open Banking, Truist
Don Cardinal, Managing Director, Financial Data Exchange
Brent A. Plummer, Counsel and VP, Privacy and Data Protection Legal, Bank of America
Paul LaRusso, CEO, Akoya

No demand left behind. Unlock strategies for converting customer interest into new products.

Generating demand for new products, like mortgages, loans, new accounts, and financial advice takes a lot of resources. When that demand slips through gaps in your customer journey you aren’t just missing out on revenue: you’re impacting productivity.

The first defense against disappearing customer demand is putting the right expert in the right channel at the right time. But that’s not enough. You also need to make sure everyone’s ready for what comes next:

• Prepare experts in advance for the nuances of every customer conversation
• Make sure customers arrive ready to jump right in and confidently make decisions
• Get insights to measure staff performance and ensure staffing lines up logically with customer demand 

Moderator:
Gillian Shaw, Manager, Datos Insights
Speakers:
Jason Furer, SVP, Strategy Leader, WesBanco Bank
Katherine Regnier, CEO, Coconut Software
Paula Slagle, SVP - Head of Branch Transformation Technology, Wells Fargo

A Strategic Approach to Digital Evolution in Finance – Decoding Build vs. Buy

Join Grant Karsas as he discusses the complexities of the "build vs. buy" dilemma, offering a recent case study from a digital banking implementation he led.

Chair:
Stewart Watterson, Strategic Advisor, Datos Insights
Speaker:
Grant Karsas, Vice President of Digital, Travis Credit Union

Navigating “Sudden Change” in Financial Services

A "sudden change" in football refers to an abrupt shift in the conditions of the game that requires immediate adaptation and resilience from the team. Handling sudden changes effectively by having the right information and insights is crucial for success both in football and in financial services, as these moments can significantly impact the outcome for both customers as well as team members.

Chair:
David Albertazzi, Director, Retail Banking & Payments Practice, Datos Insights
Speakers:
Wayne Mincey, CEO, Datos Insights
Rob Robertson, Former NFL Athlete and Senior Financial Services Executive

Delivering Key Digital Capabilities to Provide Seamless Connected Channels

At the helm of Truist’s client journey strategy for small business banking, Eddie will discuss how the bank continues to deliver key digital capabilities to ensure it is providing seamless connected channels that meet clients when, where, and how they desire through innovative technology and touch.

Chair:
Rowan Berridge, Senior Manager, Datos Insights
Speaker:
Eddie Lopez, SVP, Head of Client Journey, Small Business, Truist

Optimizing Self-Service Transactions to Transform the Retail Branch Model

Hear how Listerhill Credit Union has transformed their retail branch model to optimize member self – service transactions, modify branch hours, and reduce FT employee expenses. Hyosung has helped them achieve a 60% automation rate with only 1-2% teller assisted transactions between their 49 ITMs. This session will be introduced by Bill Budde, VP, Banking Strategy and Solutions, Hyosung

Chair:
Rowan Berridge, Senior Manager, Datos Insights
Speaker:
Mark Hightower, Vice President of Retail, Listerhill Credit Union

Leveraging the ATM and New Technologies for Branch Transformation

Banks that want to compete well in an increasingly digital world must utilize technologies that enhance the customer experience, boost profitability and drive efficiency. Here, the modern ATM is a powerful delivery channel offering self-service capabilities that go far beyond traditional functionality.

In this fireside chat, Truist and KAL will discuss the value that ATMs and new technologies can bring to branch transformation strategies. The topics they will cover include:

• Migrating more transaction types to self-service
• Integrating ATMs with mobile and online banking channels
• Convenient customer identification methods
• ATMs as interactive marketing tools

Chair:
Rowan Berridge, Senior Manager, Datos Insights
Speakers:
Rob Hunter, Head of Sales and Business Development for North America, KAL
Brendan Watkins, Senior Vice President, Head of ATM & Teller Channel Strategy, Truist

Join your peers and a Datos Insights Advisor for a guided tour of the Conference Expo and learn about the latest technology innovations powering Bank Transformation!

Real-Time Payments to Improve Customer Experience

Real-time payments in the U.S. have arrived, with FedNow gaining traction across the banking ecosystem, alongside The Clearing House RTP. What will the impact be of real-time payments on the customer experience in banking, P2P and commerce?

Moderator:
Thad Peterson, Strategic Advisor, Datos Insights
Speakers:
Barry Baird, Head of Payments Capability & Delivery, TD Bank
Vishal Pasari, VP - Product Management & Partnerships, Euronet Worldwide
Phil Sprague, Industry Readiness and Customer Enablement, Federal Reserve

A Confusion of CBDCs: What Is Really Going On?
Thought Leadership Presentation

Join a CBDC expert as he cuts through the fog and presents what is really going on in the world of CBDCs and highlights the real issues involved in CBDC development.

Chair:
Gillian Shaw, Manager, Datos Insights
Speaker:
Dr. Franklin Noll, Lead Payments Specialist, Federal Reserve Bank of Kansas City

Driving Innovation Through CVCs 

Many banks see corporate venture capital as an attractive path to innovation but are deterred by the risks. Learn from Philippe Daoust about the National Bank of Canada’s successful CVC program and what the bank believes are the keys to structuring corporate venture capital funds that achieve specific, established goals. To round off the session, Joshuah Lebacq will join Philippe for a Q and A session with the audience.

Chair:
Gillian Shaw, Manager, Datos Insights
Speakers:
Philippe Daoust, Managing Director and Head of Innovation, National Bank of Canada
Joshuah Lebacq, Principal, Venture Capital, National Bank of Canada

Is Your Bank Providing Excellent Customer Experience at Its ATMs?

As banks continue to reduce their physical footprint, providing excellent customer service through their remaining touchpoints is becoming ever more important. This session provides a research-based view of how banks are enhancing customer experience through advanced functionality at their ATM estates.

Chair:
Tom Hutchings, Head of RBR Data Services, Datos Insights
Speaker:
Rowan Berridge, Senior Manager, Datos Insights