Agenda

All Days
Tuesday, March 26
11:00 a.m.
Registration Opens
12:00 p.m. - 1:30 p.m.
Learning Lab #1: How CRM Can Transform and Grow Your Banking Business
Growing your business without adding to your team in a tight labor market is a challenge many banks are facing today. Unfortunately, most banks lack the tools to efficiently manage customer relationships, resulting in dropped leads, inaccurate data, poor customer service and frustrated and overburdened team members. To grow, banks need to empower their team with automation to get tasks done easily and efficiently, so bank associates can spend their time developing profitable relationships with their customers, not toggling between screens and filling out forms.
Learning Lab #2: Learning the Ins and Outs of Partnering with Zelle® (+ Get Your Questions Answered!)
This 90-minute Learning Lab will focus on what banks of all sizes need to know about joining the Zelle Network®. Ian Macallister, Head of Customer Success at Zelle will share best practices and a couple of banks currently using Zelle will talk about their experiences including: how they made the decision, what implementation was like, the response so far, continued challenges and lessons learned. A good amount of time will be set aside for questions from the banks in attendance.
1:30 p.m. - 3:00 p.m.
Learning Lab #3: Hiring Bankers for Branch Growth
Most banks agree that hiring branch and personal bankers who are successful at building and growing relationships (selling) is difficult and a 7-digit problem for them. Does your bank need a better solution to hiring the right people who can leverage in-branch visits and make effective out-bound calls? This interactive 90-minute workshop will provide leaders with a proven process for searching, interviewing, hiring and on-boarding bankers who will be successful salespeople. Participants will leave this workshop with hiring tools that you can use immediately to take the guesswork out of hiring retail bankers who can and will sell and grow relationships successfully at your bank.
Learning Lab #4: Drive Higher Growth Rates With Analytics!
This practical 90-minute session will first illustrate how leading organizations, both financial and non-financial, can leverage Data, Analytics and Technology to improve customer acquisition, capture more customer share of wallet and increase customer retention.
3:00 p.m. - 3:15 p.m.
Transition
3:15 p.m. - 3:20 p.m.
3:20 p.m. - 3:50 p.m.
Opening Keynote: Behind the Strategy- What it Takes to Activate Human Digital Banking
3:50 p.m. - 4:50 p.m.
3 Bank Growth Stories
One bank has grown through acquisition, one through employee training and engagement and one through small business lending in unique industry verticals. Each story will inspire and provide key takeaways to encourage your own growth story.
4:50 p.m. - 5:20 p.m.
GROWTH Redefined. Finding the Meaning Behind the Money
Learn how to unlock the tools to become a better professional, a better leader, and even a better version of your current self by challenging convention and expanding on your definition of “growth.”
5:20 p.m. - 6:45 p.m.
Opening Night Reception
Sponsored by
Wednesday, March 27
7:15 a.m. - 8:00 a.m.
Breakfast Briefing: The Path to Digital Transformation and Open Banking
Is your legacy technology holding you back from innovation? Most banks are frustrated with their current technology because they can’t move fast like FinTechs, while the digital expectations of their customers are transforming faster than ever. In this session, Joe Scott, VP of Sales at Apiture will reveal the methodology to create personalized digital experiences based on your customers’ needs and provide a guide to true Open Banking.
Sponsored by
Registration Opens + Coffee
8:10 a.m. - 8:30 a.m.
8:30 a.m. - 9:10 a.m.
How to Grow Deposits in This Environment – Consumer, Business or Both?
This panel of bankers will discuss the key levers that banks have at their disposal to drive growth and trends that are impacting the ability to generate above market performance (e.g., price, new product configurations such as digital-product convergence, marketing tactics, etc.), and dig into specific actions that have worked.
9:10 a.m. - 9:30 a.m.
Growth Stories Showcase Part I
What can be shared in just ten minutes? Listen in as experts share thought-provoking, inspiring, and game-changing growth tales which have transpired over the past 12 months for one of their clients.
9:30 a.m. - 10:00 a.m.
Networking Breakfast
10:00 a.m. - 10:25 a.m.
Keynote: How a (Healthy) Obsession With Your Customers Leads to Success
10:25 a.m. - 10:55 a.m.
Small Bank. Big Ideas.
Find out how one bank survived a turnaround, regained the community’s trust, inspired resourcefulness, and leverage social media to become one the most engaged community banks, and an industry leader in innovation while looking beyond the usual ways things have been done.
10:55 a.m. - 11:35 a.m.
Balancing Act: The Pros and Cons of Buying Banks or Hiring Teams
Growth-minded banks have several options for expansion. When does it make sense to buy a competitor? How about hiring talent away from them? Our panelists discuss the risks and opportunities of both strategies.
11:35 a.m. - 12:00 p.m.
Realizing the True Benefit of Digital in Retail Banking - The Next Phase
Banks are well on the course of digitization. The next phase of digitization for American Banks involves going beyonds apps to digitize processes around lending, servicing and collections - the entire lifecycle. It involves Opening up the bank to ecosystem innovation through Open APIs. The session will explore how banks can design a progressive modernization strategy, learnings and musings on the future of digital.
12:00 p.m. - 12:20 p.m.
Growth Stories Showcase Part II
What can be shared in just ten minutes? Listen in as experts share thought-provoking, inspiring, and game-changing growth tales which have transpired over the past 12 months for one of their clients.
12:20 p.m. - 1:45 p.m.
Lunch
1:45 p.m. - 2:25 p.m.
BEYOND $10B
How to Find and Grow Intrapreneurs Within Your Company to Grow Business
In this unique story Bank of the West gives attendees a look inside the Intrapreneur program called Leap that gave all employees the chance to submit ideas to meet business goals, learn to hone their ideas in a startup-like incubator and then bring that innovation to life.
GROWING TO $1B
First Exchange Bank and First Federal's Take on Data Mining for Growth
This session will explain how First Federal Bank and First Exchange Bank combines automated data mining technology to automatically create relevant and timely leads for each customer with effective communications skills to produce exceptional growth. With every customer interaction—be it at the call center, at the teller line or at a bank networking event—these banks use each interaction to help the customer meet his or her personal goals. Automated technology combined with sales and service training has helped the bank build a relationship accelerator by enhancing service, cross-sell and reducing customer attrition.
THE $10B MILESTONE
Sponsored by CRMNext
Is Data Sharing the Key to Improving Customer Engagement?
Attendees will learn: -How providing fintech/third-party API-access to consumer data improves customer retention -How to optimize aggregator-generated traffic and minimize risks posed by held-away (shared) credentials -How to allow the consumer control over what types of data are shared with third parties -The purpose of the FDX and about the FDX API and its operating framework and how to get started.
2:25 p.m. - 3:00 p.m.
BEYOND $10B
How One Top 25 Bank is Nailing Product/Customer Fit
Learn how Citizens Bank continues to broaden and modernize its product and service mix to drive long-term growth, while making it even easier for front-line colleagues to offer solutions in a unique and personalized way.
GROWING TO $1B
The CECL Journey: CECL Transition Project Planning for Community Banks
Please join Peter Cherpack from Ardmore Banking Advisors for a walkthrough of the important considerations and components of building an effective CECL transition project plan for a smaller community bank. Along with giving you instructions on how to build the plan, this presentation will also help you identify where your institution should be on the road to CECL compliance in early 2019. Learn about milestones, timelines and important steps in the CECL transition roadmap to help you build your own plan for your institution.
THE $10B MILESTONE
Sponsored by CRMNext
Universal Bankers – The Real Keys to Successful Implementation
The topic of the universal banker is hot and the need for them is clear. But the road to a success has been tough for many banks to navigate. We often hear the complaint “We cross-trained our staff and paid them more but aren’t seeing the results.” Actionable insights you can use: • Where should I implement the model; does it fit in every branch? • Are the cost savings real? • Achieving the promise of greater sales growth. • "What we wish we'd done differently" – and what you should do now: feedback from successful implementation
3:00 p.m. - 3:30 p.m.
Networking Break
3:30 p.m. - 4:05 p.m.
BEYOND $10B
High-Tech & High-Touch Banking at Scale
Bank of America has created a customer-focused strategy that is redefining retail banking and improving the customer experience, both in financial centers and digital platforms. This “high-tech, high-touch” approach adapts to customer behavior and enhances the overall customer experience however, wherever and whenever clients choose to engage with us. Central to this strategy is a unified client feedback program which has transformed how we listen to our clients and use their feedback to design and deliver client driven change.
GROWING TO $1B
Digital Account Opening - Lessons Learned From Radius Bank
Small banks have successfully made the transformation to digital account opening by leveraging third party solutions and by focusing on quick, seamless customer experiences. Radius Bank will share lessons learned, and Mantl and Alloy will discuss what they've learned in all the OAO transformations they've worked on with their clients
THE $10B MILESTONE
Sponsored by CRMNext
Is There Any Gold Left in the Branch? Yes, to Grow a $3 Billion Bank!
In this hard-hitting no-nonsense session, we will: · Quantify why consumers still use branches · Uncover a repeatable three-step process for transformation · Tell the Landmark Bank story of branch transformation · Cast vision about what’s next for the Bank
4:05 p.m. - 4:45 p.m.
BEYOND $10B
Merger/Acquisition Integration – Ensuring Everyone Is on the Same Path
Branding is a powerful, but often overlooked tool for addressing many of the common problems in a merger. Rather than viewing the brand as little more than a name and logo change, the brand should serve as a guide to standardizing the company’s internal culture and representing its values to the outside world. Through this session you will learn how to integrate an acquired retail network successfully into your brand, corporate culture and community.
GROWING TO $1B
Your Turn to Talk! Let's Discuss - Challenges, Opportunities for Small Banks
Paul Davis, Community Banking Editor at American Banker, leads a spirited discussion on how small banks can survive. Be prepared to participate!
THE $10B MILESTONE
Sponsored by CRMNext
How One Community Bank is Simplifying Wealth Management
OceanFirst Bank will give attendees a look inside their Digital Strategy & Innovation team and the partnerships they have made with FinTech companies to their products and channels to Best-In-Class. A case study of one of those partnerships will introduce the audience to NestEgg, a FinTech that worked together with the Bank to transform investment sales with technology and UX.
5:00 p.m. - 6:00 p.m.
Cocktail Reception
Sponsored by
Thursday, March 28
7:30 a.m.
Coffee
8:20 a.m. - 8:30 a.m.
Chair's Recap
8:30 a.m. - 8:55 a.m.
Keynote: Driving Growth Through Connected Customer Experiences
8:55 a.m. - 9:35 a.m.
Trust: Without It, Your Bank Will Not Grow
Learn from an expert panel of banks focused on the state of trust in the banking industry and best practices banks can implement to restore trust and leverage it for competitive advantage.
9:35 a.m. - 10:00 a.m.
Networking Breakfast
10:00 a.m. - 10:40 a.m.
Growing Branch Small Business Relationships
What’s the ‘expertise’ that branches should provide to compete effectively for small business relationships and grow small business relationships? How can banks best deliver expertise (e.g. digitally, centralized team, roving specialists, better-trained branch managers and staff)? And, how can banks assure consistency in delivery and quality?
10:40 a.m. - 11:10 a.m.
How on Earth Do You Turn Any Employee Into a Digital Advocate?
Becoming a digital bank is a trendy ambition, but few banks have come close to realizing it. In an astonishingly short period of time, RBC advanced dramatically towards this ambition through a gutsy and creative approach to internal and external digital adoption — without losing sight of the importance of both the banks employees and the client relationship in the process. The three-part strategy, humanized digital, and included an agile approach to accelerate the development of digital capabilities; a gamified learning platform to improve employee knowledge of RBC’s digital services; and a network of volunteer Digital Navigators In-Branch to provide a human touch to digital advocacy.
11:10 a.m. - 11:45 a.m.
No Ordinary Disruption: How to Thrive Through the Disruption
Hear from two McKinsey Partners about how banks and businesses are thriving in the battlegrounds that now exist in Retail from both a banking and non-banking perspective.
12:00 p.m.
Conference Concludes
Tuesday, March 26
11:00 a.m.
Registration Opens
12:00 p.m. - 1:30 p.m.
Learning Lab #1: How CRM Can Transform and Grow Your Banking Business
Growing your business without adding to your team in a tight labor market is a challenge many banks are facing today. Unfortunately, most banks lack the tools to efficiently manage customer relationships, resulting in dropped leads, inaccurate data, poor customer service and frustrated and overburdened team members. To grow, banks need to empower their team with automation to get tasks done easily and efficiently, so bank associates can spend their time developing profitable relationships with their customers, not toggling between screens and filling out forms.
Learning Lab #2: Learning the Ins and Outs of Partnering with Zelle® (+ Get Your Questions Answered!)
This 90-minute Learning Lab will focus on what banks of all sizes need to know about joining the Zelle Network®. Ian Macallister, Head of Customer Success at Zelle will share best practices and a couple of banks currently using Zelle will talk about their experiences including: how they made the decision, what implementation was like, the response so far, continued challenges and lessons learned. A good amount of time will be set aside for questions from the banks in attendance.
1:30 p.m. - 3:00 p.m.
Learning Lab #3: Hiring Bankers for Branch Growth
Most banks agree that hiring branch and personal bankers who are successful at building and growing relationships (selling) is difficult and a 7-digit problem for them. Does your bank need a better solution to hiring the right people who can leverage in-branch visits and make effective out-bound calls? This interactive 90-minute workshop will provide leaders with a proven process for searching, interviewing, hiring and on-boarding bankers who will be successful salespeople. Participants will leave this workshop with hiring tools that you can use immediately to take the guesswork out of hiring retail bankers who can and will sell and grow relationships successfully at your bank.
Learning Lab #4: Drive Higher Growth Rates With Analytics!
This practical 90-minute session will first illustrate how leading organizations, both financial and non-financial, can leverage Data, Analytics and Technology to improve customer acquisition, capture more customer share of wallet and increase customer retention.
3:00 p.m. - 3:15 p.m.
Transition
3:15 p.m. - 3:20 p.m.
3:20 p.m. - 3:50 p.m.
Opening Keynote: Behind the Strategy- What it Takes to Activate Human Digital Banking
3:50 p.m. - 4:50 p.m.
3 Bank Growth Stories
One bank has grown through acquisition, one through employee training and engagement and one through small business lending in unique industry verticals. Each story will inspire and provide key takeaways to encourage your own growth story.
4:50 p.m. - 5:20 p.m.
GROWTH Redefined. Finding the Meaning Behind the Money
Learn how to unlock the tools to become a better professional, a better leader, and even a better version of your current self by challenging convention and expanding on your definition of “growth.”
5:20 p.m. - 6:45 p.m.
Opening Night Reception
Sponsored by
Wednesday, March 27
7:15 a.m. - 8:00 a.m.
Breakfast Briefing: The Path to Digital Transformation and Open Banking
Is your legacy technology holding you back from innovation? Most banks are frustrated with their current technology because they can’t move fast like FinTechs, while the digital expectations of their customers are transforming faster than ever. In this session, Joe Scott, VP of Sales at Apiture will reveal the methodology to create personalized digital experiences based on your customers’ needs and provide a guide to true Open Banking.
Sponsored by
Registration Opens + Coffee
8:10 a.m. - 8:30 a.m.
8:30 a.m. - 9:10 a.m.
How to Grow Deposits in This Environment – Consumer, Business or Both?
This panel of bankers will discuss the key levers that banks have at their disposal to drive growth and trends that are impacting the ability to generate above market performance (e.g., price, new product configurations such as digital-product convergence, marketing tactics, etc.), and dig into specific actions that have worked.
9:10 a.m. - 9:30 a.m.
Growth Stories Showcase Part I
What can be shared in just ten minutes? Listen in as experts share thought-provoking, inspiring, and game-changing growth tales which have transpired over the past 12 months for one of their clients.
9:30 a.m. - 10:00 a.m.
Networking Breakfast
10:00 a.m. - 10:25 a.m.
Keynote: How a (Healthy) Obsession With Your Customers Leads to Success
10:25 a.m. - 10:55 a.m.
Small Bank. Big Ideas.
Find out how one bank survived a turnaround, regained the community’s trust, inspired resourcefulness, and leverage social media to become one the most engaged community banks, and an industry leader in innovation while looking beyond the usual ways things have been done.
10:55 a.m. - 11:35 a.m.
Balancing Act: The Pros and Cons of Buying Banks or Hiring Teams
Growth-minded banks have several options for expansion. When does it make sense to buy a competitor? How about hiring talent away from them? Our panelists discuss the risks and opportunities of both strategies.
11:35 a.m. - 12:00 p.m.
Realizing the True Benefit of Digital in Retail Banking - The Next Phase
Banks are well on the course of digitization. The next phase of digitization for American Banks involves going beyonds apps to digitize processes around lending, servicing and collections - the entire lifecycle. It involves Opening up the bank to ecosystem innovation through Open APIs. The session will explore how banks can design a progressive modernization strategy, learnings and musings on the future of digital.
12:00 p.m. - 12:20 p.m.
Growth Stories Showcase Part II
What can be shared in just ten minutes? Listen in as experts share thought-provoking, inspiring, and game-changing growth tales which have transpired over the past 12 months for one of their clients.
12:20 p.m. - 1:45 p.m.
Lunch
1:45 p.m. - 2:25 p.m.
BEYOND $10B
How to Find and Grow Intrapreneurs Within Your Company to Grow Business
In this unique story Bank of the West gives attendees a look inside the Intrapreneur program called Leap that gave all employees the chance to submit ideas to meet business goals, learn to hone their ideas in a startup-like incubator and then bring that innovation to life.
GROWING TO $1B
First Exchange Bank and First Federal's Take on Data Mining for Growth
This session will explain how First Federal Bank and First Exchange Bank combines automated data mining technology to automatically create relevant and timely leads for each customer with effective communications skills to produce exceptional growth. With every customer interaction—be it at the call center, at the teller line or at a bank networking event—these banks use each interaction to help the customer meet his or her personal goals. Automated technology combined with sales and service training has helped the bank build a relationship accelerator by enhancing service, cross-sell and reducing customer attrition.
THE $10B MILESTONE
Sponsored by CRMNext
Is Data Sharing the Key to Improving Customer Engagement?
Attendees will learn: -How providing fintech/third-party API-access to consumer data improves customer retention -How to optimize aggregator-generated traffic and minimize risks posed by held-away (shared) credentials -How to allow the consumer control over what types of data are shared with third parties -The purpose of the FDX and about the FDX API and its operating framework and how to get started.
2:25 p.m. - 3:00 p.m.
BEYOND $10B
How One Top 25 Bank is Nailing Product/Customer Fit
Learn how Citizens Bank continues to broaden and modernize its product and service mix to drive long-term growth, while making it even easier for front-line colleagues to offer solutions in a unique and personalized way.
GROWING TO $1B
The CECL Journey: CECL Transition Project Planning for Community Banks
Please join Peter Cherpack from Ardmore Banking Advisors for a walkthrough of the important considerations and components of building an effective CECL transition project plan for a smaller community bank. Along with giving you instructions on how to build the plan, this presentation will also help you identify where your institution should be on the road to CECL compliance in early 2019. Learn about milestones, timelines and important steps in the CECL transition roadmap to help you build your own plan for your institution.
THE $10B MILESTONE
Sponsored by CRMNext
Universal Bankers – The Real Keys to Successful Implementation
The topic of the universal banker is hot and the need for them is clear. But the road to a success has been tough for many banks to navigate. We often hear the complaint “We cross-trained our staff and paid them more but aren’t seeing the results.” Actionable insights you can use: • Where should I implement the model; does it fit in every branch? • Are the cost savings real? • Achieving the promise of greater sales growth. • "What we wish we'd done differently" – and what you should do now: feedback from successful implementation
3:00 p.m. - 3:30 p.m.
Networking Break
3:30 p.m. - 4:05 p.m.
BEYOND $10B
High-Tech & High-Touch Banking at Scale
Bank of America has created a customer-focused strategy that is redefining retail banking and improving the customer experience, both in financial centers and digital platforms. This “high-tech, high-touch” approach adapts to customer behavior and enhances the overall customer experience however, wherever and whenever clients choose to engage with us. Central to this strategy is a unified client feedback program which has transformed how we listen to our clients and use their feedback to design and deliver client driven change.
GROWING TO $1B
Digital Account Opening - Lessons Learned From Radius Bank
Small banks have successfully made the transformation to digital account opening by leveraging third party solutions and by focusing on quick, seamless customer experiences. Radius Bank will share lessons learned, and Mantl and Alloy will discuss what they've learned in all the OAO transformations they've worked on with their clients
THE $10B MILESTONE
Sponsored by CRMNext
Is There Any Gold Left in the Branch? Yes, to Grow a $3 Billion Bank!
In this hard-hitting no-nonsense session, we will: · Quantify why consumers still use branches · Uncover a repeatable three-step process for transformation · Tell the Landmark Bank story of branch transformation · Cast vision about what’s next for the Bank
4:05 p.m. - 4:45 p.m.
BEYOND $10B
Merger/Acquisition Integration – Ensuring Everyone Is on the Same Path
Branding is a powerful, but often overlooked tool for addressing many of the common problems in a merger. Rather than viewing the brand as little more than a name and logo change, the brand should serve as a guide to standardizing the company’s internal culture and representing its values to the outside world. Through this session you will learn how to integrate an acquired retail network successfully into your brand, corporate culture and community.
GROWING TO $1B
Your Turn to Talk! Let's Discuss - Challenges, Opportunities for Small Banks
Paul Davis, Community Banking Editor at American Banker, leads a spirited discussion on how small banks can survive. Be prepared to participate!
THE $10B MILESTONE
Sponsored by CRMNext
How One Community Bank is Simplifying Wealth Management
OceanFirst Bank will give attendees a look inside their Digital Strategy & Innovation team and the partnerships they have made with FinTech companies to their products and channels to Best-In-Class. A case study of one of those partnerships will introduce the audience to NestEgg, a FinTech that worked together with the Bank to transform investment sales with technology and UX.
5:00 p.m. - 6:00 p.m.
Cocktail Reception
Sponsored by
Thursday, March 28
7:30 a.m.
Coffee
8:20 a.m. - 8:30 a.m.
Chair's Recap
8:30 a.m. - 8:55 a.m.
Keynote: Driving Growth Through Connected Customer Experiences
8:55 a.m. - 9:35 a.m.
Trust: Without It, Your Bank Will Not Grow
Learn from an expert panel of banks focused on the state of trust in the banking industry and best practices banks can implement to restore trust and leverage it for competitive advantage.
9:35 a.m. - 10:00 a.m.
Networking Breakfast
10:00 a.m. - 10:40 a.m.
Growing Branch Small Business Relationships
What’s the ‘expertise’ that branches should provide to compete effectively for small business relationships and grow small business relationships? How can banks best deliver expertise (e.g. digitally, centralized team, roving specialists, better-trained branch managers and staff)? And, how can banks assure consistency in delivery and quality?
10:40 a.m. - 11:10 a.m.
How on Earth Do You Turn Any Employee Into a Digital Advocate?
Becoming a digital bank is a trendy ambition, but few banks have come close to realizing it. In an astonishingly short period of time, RBC advanced dramatically towards this ambition through a gutsy and creative approach to internal and external digital adoption — without losing sight of the importance of both the banks employees and the client relationship in the process. The three-part strategy, humanized digital, and included an agile approach to accelerate the development of digital capabilities; a gamified learning platform to improve employee knowledge of RBC’s digital services; and a network of volunteer Digital Navigators In-Branch to provide a human touch to digital advocacy.
11:10 a.m. - 11:45 a.m.
No Ordinary Disruption: How to Thrive Through the Disruption
Hear from two McKinsey Partners about how banks and businesses are thriving in the battlegrounds that now exist in Retail from both a banking and non-banking perspective.
12:00 p.m.
Conference Concludes