Multi-Channel Strategy Summit

The number of channels within the distribution network continues to grow putting more pressure on retail bankers to determine how to provide consistent and valuable customer service and experience in a cost effective way.


Summit Leader


Andy Hernandez Executive Vice President, Channels BBVA Compass

Mr. Hernandez has 23 years experience in the financial services industry, primarily in retail banking. His direct experience includes delivery channels, operations, sales, business development, product development and talent acquisition. Focus areas include ATMs, online banking, call centers, mobile banking and payments. Currently, Mr. Hernandez is Executive s Vice President at BBVA Compass in the Channels organization. Previously, he held various roles at Wachovia Bank, most notably COO of Distribution in Wachovia’s General Banking Group. At Bank of America he held leadership roles in eCommerce. He started his banking career in ATM sales with NCR Corporation.

  1. Summit Keynote: Omnichannel Banking - The Next Evolution of Multichannel Strategy

    Tuesday, October 9
    1:00 PM - 1:45 PM

    Philip Farah, Senior Director Retail Banking Practice, Cisco Systems Inc.
    Dr. Mircea Mihaescu, Director of Technology Research Center, Sberbank of Russia

    Social, mobile and visual communication channels are coming together in an integrated manner (Omnichannel model)  to transform the way consumers interact with each other and with companies servicing them. In this session, we will share the insights from a  global study of consumers' expectations from their banks in an Omnichannel world. We will also review  key learnings from the retail Industry. And identify, as a result, winning strategies for banks looking to adopt omnichannel banking as a competitive differentiator.

    • Better understanding of the expectations of consumers globally for an Omnichannel enabled customer experience
    • Role and format of the branch in an Omnichannel world
    • Innovative banking value  propositions in an Omnichannel world

     

  2. Creative Strategies to Encourage Migration to the Self-service Channel

    Wednesday, October 10
    9:45 AM - 10:30 AM

    Joe Anderson, Chief Operating Officer, AmeriCU Credit Union 
    John Deignan, Vice President, Chief Marketing Officer, Diebold, Incorporated

    As banking organizations look to provide on-demand service for their customers in a cost effective way, self service channels are more attractive than ever. This session will provide insights to help your organization drive multichannel solutions that integrate mobile, online, ATM and even branch teller capabilities to provide the right products and services for your customers.

    • Key solutions to consider as part of a financial institution’s strategy to encourage consumers to perform more transactions at the self-service channel
    • Engaging consumers to drive traffic to the self-service channel
    • New revenue-generation opportunities when adopting a transaction migration strategy
    • Case study from a leading credit union on migrating traditional teller-managed activities to the self-service channel

  3. Cross-Channel Data - What to Track and How to Use It

    Thursday, October 11
    1:30 PM - 2:15 PM

    Duane Duck, Branch Strategy Manager, Bank of the West
    Teresa Epperson, Managing Partner, Alix Partners

    The retail banking “cube” is designed to efficiently assemble key customer and channel data elements to help link the depth and breadth of the product relationship to customers' engagement and transaction behavior with the financial institution. Hears insights that demonstrate how bringing these elements together through new data management and analytics techniques, you can better understand which customers engage with which products, through which combination of channels, and at what frequency.

    • Learn about a dashboard approach to information management that can drive greater effectiveness in decision making and improve operating profitability
    • Hear how using consumer channel and transaction behavior data can enhance acquisition and retention
    • Understand how applying agile development and new data analytics techniques can accelerate bank performance improvement

  4. Redefining the Role of the Contact Center in a Multichannel Banking Organization

    Thursday, October 11
    2:30 PM - 3:15 PM

    Simon Angrove, Senior Vice President and General Manager, Retail Financial Services, Verint
    Peg Marty, EVP, Head of Contact Center, Citizens Financial Group

    With consumers shifting more and more to self-service channels - mobile, social and digital - the role of the contact center becomes critical in personalizing the customer experience, as well as supporting the new channels of customer choice through chat, text messaging and video. This session will share insights into how your organization can leverage the contact center to deepen relationships effectively and efficiently.

    • The contact center of the future in a multichannel world
    • Best practices in maximizing the contact center in your organization today
    • Customer experience and sales opportunities in the call center
    • Integrating the contact center with other channels, including the branch

  5. Featured Sessions

    Thursday, October 11
    3:30 PM - 4:15 PM

    Capturing the Hearts of the Millennials Generation

    Tricia Juhn, Vice President, ORC International
    Matt Roddan, Head of Employee Research US, ORC International

    Who are the Millennials? This generation continues to be a challenge to define and understand for many industry segments not just banking. They make up an impressive segment of the populations and cannot be ignored as businesses, especially retail financial services, looks for new opportunities to engage with them as potential customers, as well as potential employees. Hear research and insights into this complicated segment that will help refine your market strategy.


    Restoring Retail Banking - Forging Better Relationships with Regulators

    Debbie Innes, Head of Retail, Cadence Bank
    James C. Watkins, Deputy Director, Federal Deposit Insurance Corporation
    Don Truslow, President, Financial Stability Council, The Financial Services Roundtable
    John Colas, Partner, Oliver Wyman

    As we look to 2013, banking organizations need to find new ways to navigate a changing political landscape and to work with regulators to ensure expectations are set and met for consumers and shareholders alike. Join a panel of industry experts in a dialogue around what it will take to work better with regulators and other stakeholders as financial services companies like yours look to satisfy all stakeholders.