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Thursday, March 13, 2014

2:15 p.m. - 2:45 p.m.
A Client Centric Omnichannel Strategy
Moderator: Amit Bhandari, Partner, OLIVER WYMAN
Cristie Richards, Senior Vice President, Director of Retail Strategies, ZIONS BANK
Cristie Richards, Senior Vice President, Director of Retail Strategies, ZIONS BANK
Nitin Mhatre, EVP of Personal Banking, WEBSTER BANK

Learn how Zions Bank’s Omnichannel banking strategy is designed to maximize clients’ experiences in the bank — making it as easy as possible for them to utilize their preferred point-of-contact, all while experiencing a consistent level of service. From customer touch points in the bank’s network of 128 financial centers and 172 ATMs, to its internet branch, mobile banking and other emerging technologies, Zions’ strategy uses transaction data and staffing models to keep costs down while offering clients the most convenient channels that meet their needs.

2:45 p.m. - 3:30 p.m.
Flying Blind – Defining the New Role of the Branch
Moderator: Hal Hopson, Managing Director, Analytic Services Practice, PITNEY BOWES SOFTWARE
David R. Leatherman, SVP, Financial Planning and Decision Support, SANDY SPRING BANK
Dawn Bastarache, Senior Vice President, Retail Delivery Manager, HANCOCK BANK
Mike Wood, Head of Analytics and Reporting for US Retail and Business Banking, BMO

There is no doubt that the role of the branch is changing dramatically.  Smart banks are focused on leveraging analytics in their omnichannel, customer centric strategies, where branches continue to play a key – if changing - role. Understanding the cost and revenue implications of this changing role is essential to profitability and growth – but it isn't easy.  Fortunately customer and channel analytics provide mechanisms to make smarter strategic decisions.   …

3:30 p.m. - 4:00 p.m.
The Branch is Dead. Long Live the Branch.
Dave Martin, EVP, Chief Development Officer, FINANCIAL SUPERMARKETS, INC.
Charles S. Stroup, Executive Vice President, In-Store & On-Site Branch Group Division Manager, U.S. BANK
Joe Henkel, President and CEO, KLEBERG BANK

The business world is littered with examples of companies that saw their industries changing and became more focused on justifying the way they'd always done things rather than proactively adapting to those changes.  We presently have some of the best-run traditional branches our industry has ever produced.  Even with that, the customer visits to these best-in-class branches continue to fall each year.  And yet, in our technology-driven and increasingly commoditized industry, human interaction becomes more…

4:15 p.m. - 5:00 p.m.
Unnecessary Controversy: Getting on with Branch Transformation
Moderator: Bob Meara, Senior Analyst, CELENT
Rob Aulebach, ATM Channel & Retail Distribution Executive, BANK OF AMERICA
James Geeslin, Vice Chairman, EXTRACO BANKS
James Geeslin, Vice Chairman, EXTRACO BANKS
Tom McDermott, SVP, Retail Sales & Channel Executive, SUNTRUST BANK

There’s little debate any longer surrounding the importance of the branch channel and the imperative for its transformation. But, there’s much debate – even controversy – around how to affect this transformation. This panel discussion will feature three banks advocating different approaches to transforming the branch from expensive transaction hubs to lean sales and service centers. …

5:00 p.m. - 5:45 p.m.
Transforming Branches - and the Branch Network
Dave Kerstein, Founder and President, PEAK PERFORMANCE CONSULTING GROUP
Brent Tischler, Senior Vice President, Director of Channel Optimization, ASSOCIATED BANK
Andy Harmening, Senior Executive Vice President & Regional Banking Group Head, BANK OF THE WEST
Andy Harmening, Senior Executive Vice President & Regional Banking Group Head, BANK OF THE WEST
Mark Iniguez, Director of Retail Network Strategy, SANTANDER BANK, N.A.

Retail banking is facing a difficult challenge.  Channel preferences are changing and teller visits are declining. But customers still value branch convenience as the most important factor in bank selection, and branches are still the primary channel for customer acquisition and consultative sales for both consumers and small business. Banks must evolve their retail distribution strategies, but what kind of branches - and what kind of branch network – do we need for the future.…