Monday, November 17
Morning Half-Day Workshops | 8:30 a.m. - 11:30 a.m.

Installing an Effective Deposit Pricing Process
Thomas Farin, President, Farin & Associates

Click here to hear Thomas Farin, President, Farin & Associates, give an in-depth description of this pre-conference workshop.

Deposit growth will fall short of loan growth for at least the next five to ten years. If an institution is to grow deposits as quickly as loans, a portion of the deposit growth will need to be extracted from competitor market share.

• Process - develop a proactive deposit pricing process and leverage best practices deposit pricing.
• Analytics - identify what kinds of tracking systems need to be put in place to track pricing decisions made in the past and the corresponding impact on demand
• Strategy Development - learn about different levels of segmentation strategy being implemented by the competition in going after deposit dollars. Why is it important that barriers to entry be designed into new premium products aimed at rate sensitive customers? How does an institution compete against products like the ING Orange savings account?

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Call Center Techniques for Creating Perfect Client Experiences
Eden Floyd, National Sales, Operations and Quality Manager, Customer Contact Center, Comerica Bank
Johanna Lubahn, Managing Director for Contact Center Services, Cohen Brown Management Group

Click here to hear Johanna Lubahn, Managing Director for Contact Center Services, Cohen Brown Management Group, give an in-depth description of this pre-conference workshop.

Are you a contact center idealist? Do you believe that a representative can make someone's day by handling a simple balance inquiry? If you are, but you and your team are still challenged to deliver the ideal customer experience in your contact center, then this is the workshop for you. This is not an academic exercise to conform your contact center to the siren song of the latest technologies, metrics, or management fads. This workshop is designed for contact center professionals who want to learn the current best practices in providing the ideal customer experience.

• Evaluate the customer experience your own contact center delivers
• Create an effective action plan to improve it
• Focus on the critical behaviors that drive the desired sales and service performance
• Assess how well you are leading the process of instilling the behaviors you desire

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Maximizing Organizational Performance
Kate Stackhouse, SVP-Director of Sales Integration, First Citizens Bank (SC)
Bob Yamartino, Vice President, Webster Bank
Kathy Campbell, SVP, Manager Market Research, AMCORE Bank, N.A.
Bill Simmons, Director, Client Services, Financial Services, Pitney Bowes MapInfo
Steve Rymers, Senior Client Manager, Financial Services, Pitney Bowes MapInfo

Click here to hear Bill Simmons, Director, Client Services, Financial Services, Pitney Bowes MapInfo give an in-depth description of this pre-conference workshop.

Optimizing performance is key to bottom line profitability. In this hands-on workshop, you will explore the vast quantity of data available to measure branch sales opportunity and narrow the focus to those that are truly valuable. Learn about some of the ways in which this information can be used to forge winning tactics in the pursuit of maximizing the branch network's sales potential.

• Market characteristics and competitive information to measure sales potential
• Branch trade areas to determine opportunity
• Leveraging this information to develop effective marketing programs and to develop tactics to generate increased sales

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How Retailing's "Pay for Performance" Strategy Is Driving Big Revenues
Susan Abbott, Executive Vice President, Retail Banking, Busey Bank
Robert C. Giltner, Consulting Partner, My Rewards

Click here to hear Robert C. Giltner, Consulting Partner, My Rewards give an in-depth description of this pre-conference workshop.

As many financial institutions struggle to find new sources of revenue, a number of banking organizations have begun earning significant income from two key sources: merchant funded rewards and referral-based account acquisition strategies. Merchant funded reward programs are providing significant revenue in addition to interchange, enabling banks to earn 2.5% of purchases from merchants while providing richer rewards to their customers. New innovations in account acquisition enable institutions to add 100 quality accounts per branch without direct mail.

• Overview of competitive landscape of alternative payments, decoupling, merchant funding and interchange income
• Results and case studies from financial services regarding the successful implementation of innovative retail strategies
• Insights into building customer relationships and brand value driven by electronic transactions and the debit card

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Using Direct Marketing to Attract Profitable Customers and Deposits
Robert Tetenbaum, Executive Vice President and Founding Partner, First Manhattan Consulting Group
Todd Werner, Group Vice President, Affinion Group

Top financial institutions are demonstrating that targeted mail containing segment-specific language and offers are effective in attracting profitable deposit rich accounts from new and existing households and small businesses. Banking organizations are now using this technique to generate returns of more than 400% on their marketing investments.

• Segment-specific targeting and language to attract profitable consumer and small business customers
• Tactics to ensure successful small business and consumer deposit campaigns
• Actionable ideas on how to apply test and learn techniques to improve marketing campaigns and generate excellent ROI
• Metrics for campaigns

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Monday, November 17
Afternoon Half-Day Workshops | 1:30 p.m. - 4:30 p.m.

Building a Retail Distribution Playbook to Improve Sales and Customer Engagement
Kevin Hoffberg, Managing Director/Senior Consultant, DQI, LLC

In this highly interactive workshop, you will learn how to rapidly develop, test, and deploy innovative, fully threaded "distribution plays" to drive superior sales performance. The approach is based on over forty years of research and application of a discipline called "Decision Quality." The output is something called a "retail distribution playbook," and the process of building it is designed to improve the speed and quality of your decision making as well as the consistency and performance of your sales teams.

• Learn how to manage the organizational dynamics of working across your organization …
• To drive more innovative thinking to help you …
• Design fully aligned strategies to meet your specific go-to-market challenges, and...
• Come to decision points with greater clarity and speed

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Applying Retail Design Concepts to Banking Centers
Alessandro DiNello, EVP Retail Banking, Flagstar Bank
David Vazdauskas, Director - Brand Development Strategy, BrandPartners

While financial products will never have the impact of a stack of cashmere sweaters or row of iPods, any type of successful retail strategy should begin with the definition around the desired customer behaviors. Only then, can a unique vision and a promise to be delivered on be built. This session will include a case study and short interactive group exercise, with take-away tactics that you can implement within your banking franchise to enhance your customer experience.

• Retail strategies that can be applied in new and existing banking stores to improve sales and customer experience
• Aligning the retail franchise with both your brand-building environmental components and your operational model
• Fundamental design strategies that pull customers along prescribed pathways at retail stores that can be applied directly to financial institutions

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The Truth about Strategic Innovation
David A. Owens, Clinical Professor of Management, Owen Graduate School of Management, Vanderbilt University

Companies across the board struggle with the concept of innovation and how they can build a culture that can acknowledge its importance, its necessity and its ability to drive profitability. In this session, you'll find the tools to make innovation work in your organization.

• Organizational and technical forces that interact to nurture or stifle innovative ideas
• Best practices of organizations with innovation cultures
• Benchmark innovation in your organization
• Develop an innovation strategy and get new ideas heard, accepted, and implemented

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Onboarding - The Ultimate Customer Experience Application
Jackie Quella, Vice President, Charles Schwab & Co
Dean Ilijasic, Senior Vice President, KeyBank N.A.
Jim Marous, Marketing Services Director, Harland Clarke

Moving from a customer welcome program to an integrated multi-channel onboarding process provides a dynamic opportunity to communicate with a customer who opens a new account during the most important indoctrination period . . . the first year. With this program you will learn how to develop an effective onboarding system and the results that can be achieved when done correctly.

• Ten keys to effective onboarding
• How to get buy-in from senior management and product teams
• Examples of tested customer contact roadmaps

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Change Management for Profitable Channel Delivery
Jerry Verdi, Principal, Verdi & Company
Chris Rockwell, President & CEO, Lextant
Jim Block, Director Global Advanced Technology, Diebold, Inc

Consumer behavior and attitudes are continuously evolving regarding the use and preference of delivery channels as new technology, economics and other environmental factors impact their lives. In order to remain competitive, banking organizations must keep up with this change and stay relevant. They also need to balance customer demand with bottom line profitability.

• Why and how consumers are ahead of the pace of change in banking
• Preferences and behaviors and how this knowledge can help you stay relevant
• The changing economics of a delivery network
• Design and innovation in future delivery networks globally

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Peer Banking Tour - New This Year!

Limited to 25 people.

This is a pre-conference workshop with a difference! Join peers and go off-site to tour facilities (a call center and a branch) at one of the top 50 banks in the U.S. Meet executives from the host bank, Banco Popular, and see how they run their operations. Take the time to also network and share ideas with peers regarding issues and challenges you are facing today.

Branch Tour

Teller Operations:

• Brief Team Introduction/Roles
• ATM Procedures
• Night Drop Procedures
• Relationship Building at the Teller Line

Sales Operations:

• Brief Team Introduction/Roles
• Client Relationship Building
• Proactive Sales
• Market/Industry-Based Retention Strategies

Call Center

Office Operations:

• Technology
• Call Center Functions
• Staffing Models

 

Space is limited - register early!