Thursday, November 20
8:30 a.m. - 9:15 a.m. - General Session

Risk Management-Groundhog Day or Something More?

William L. Chenevich Vice Chairman, Technology & Operations, U.S. Bancorp

Richard E. Thornburgh Vice Chairman, Corsair Capital LLC

Moderator: James C. Hale Founding Partner, FTVentures

With the credit crisis as a backdrop, anticipation of greater regulatory intervention as well as increased oversight from shareholders and the markets, banking organizations need to redefine operations and risk management ...or do you? Is this really a new challenge or just the continuing business cycle? Hear perspectives from the c-suite on the challenges and the opportunities this environment is creating daily.

9:15 a.m. - 10:00 a.m. - General Session

Don Tapscott, Author, Grown Up Digital, Wikinomics, Chairman, nGenera Innovation Network and Adjunct Professor of Management, University of Toronto.

Blogs, U-Tube, FaceBook, LinkedIn, social networking…all are hailed as opportunities to acquire customers or generate new revenue. But, in reality what does it mean and how can this new technology be successfully leveraged to benefit your organization? Join Don Tapscott, author, Grown Up Digital, Wikinomics, as he explores the effect of blogs, Wikis, and chat rooms, and how they can positively impact your business strategy.

10:00 a.m. - 10:45 a.m. - General Session

Scott Thompson, President, PayPal

From a small, Internet company in 2000, PayPal has grown and evolved to become one of the most innovative organizations in financial services today. Its ability to anticipate the changing needs of consumers, address that need and provide a unique customer experience, has led to its success. Hear what's next on the horizon for the payments giant, including new capabilities PayPal is working on and the new opportunities it sees for the future.

10:45 a.m. - Expo Opens

11:30 a.m. - 1:00 p.m. Lunch in Expo

11:00 a.m. - 12:15 p.m.
Solutions Theater Presentations in Expo

11:00 a.m. - 11:30 a.m.

Chordiant Software, Inc.
A Unified Approach to Risk, Customer Management

Topic: Risk Management

Hear how a new approach can unify both customer and risk-in real-time-resulting in more profitable decisions for both the bank and the customer.

Frank Florence, Chief Marketing Officer, Chordiant Software, Inc.

Fiserv & Forrester Research
The New ROI-Rationalizing Online Integration

Topic: General

Measure profitability of your online channel using a model developed with Forrester Research, and discover new ways to maximize ROI through function integration.

Bob Homer, VP Product Management, CheckFree, now part of Fiserv
Emmett Higdon, Senior Analyst, eBusiness & Channel Strategy, Forrester Research

MasterCard Worldwide
ePayables: Turning B2B Payments into Profit

Topic: General

Learn about the B2B payments opportunity and the forces driving transformation in the space.

Ross Tulloch, Product Leader, Advanced Payments, MasterCard Worldwide

Microsoft
Visualize Your Data to Improve Your Business

Topic: General

See how Virtual Earth can help increase revenue by connecting your customers to your branches, and empowering you to make smarter business decisions by transforming the way you view data.

Clinton Libbey, Solutions Specialist, Microsoft

11:45 a.m. - 12:15 p.m.

Tellme, a Microsoft Subsidiary
Smarter Spending with On-demand Voice Services

Topic: Efficiency

Discuss the best practices of customer service leaders who use voice services to save millions of dollars a year while improving customer engagement.

Grant Shirk, Industry Marketing Manager, Tellme, a Microsoft Subsidiary

Harland Financial Solutions & Microsoft
The New Branch Imperative: Efficiency & Experience

Topic: General

Executives of a leading financial institution, Microsoft & Harland Financial Solutions will present how a smart approach to branch automation can address four key industry trends directly impacting the branch. With the historic growth in branches and current earnings pressure in the industry, achieving top line performance and operational efficiency in the branch has never been more important.

Integrated Bank Technology
The Next Step in Innovation: Image Teller in Thin Client

Topic: Efficiency

IBT and Unisys will demonstrate IBT's innovative Integrated Image Teller and the Unisys SmartSource scanner in the thin client environment and discuss the many benefits.

Mark Dittman, CEO, Integrated Bank Technology

Microsoft Surface
Microsoft Surface

Topic: General

Introducing Microsoft Surface: A revolutionary product that creates exciting new ways to entertain, sell, and inform

Adam Brownstein, Director of Business Development, Microsoft Surface

1:30 p.m. - 2:15 p.m. - Conference Sessions

Margin Growth Made Possible with Unique and Memorable Customer Experience
Igor Gilenko, President, Nadra Bank, Ukraine
Michael Ruckman, President & CEO, Senteo

Retailing Track

There are five key elements of any business that consistently influence customer experience. Learn what these are, and see them illustrated with concrete examples. Hear how they can be leveraged to create value even in today's market - in fact, especially in today's market.

• A clear understanding of the elements necessary to create a unique and memorable customer experience in a retail banking environment
• Step out of the price war
• Reduce costs without sacrificing the customer experience
• Case studies from inside and outside the industry, from the US and abroad

Restoring Customer Trust: The Role of Frontline Employees
Julie Dunn Story, President, North America Sales, BankAtlantic
Renee M. Shepko, Customer Market Executive, Bank of America
Daniel J. Tuccillo, Senior Vice President, PNC Bank
Paul McAdam, Senior Managing Director, BAI

Customer Development Track

Financial viability of the bank? Deposit insurance coverage? Credit availability? Foreclosure assistance? In today's turbulent economic environment, your frontline employees are encountering questions and concerns from customers that were unimaginable just a few months ago. In this open dialogue, you'll learn how these three banks are preparing their frontline employees to address these issues in a manner that restores trust and confidence.

• The primary issues and concerns customers are bringing to your frontline employees
• Training and coaching approaches
• Maintaining employee morale
• What's worked and what work remains to be done

Retail Deposits: Issues & Innovations
Thomas Dyck, Executive Vice President, Retail Deposit Products at TD Commerce Bank
Rick Spitler, Managing Partner, Novantas

Profitability & Performance Track

The retail deposit business is the crown jewel of the banking industry, comprising more than $500 billion of market capitalization, or about 40% of total shareholder value. But deposit profitability and balance growth are being squeezed by vast market pressures. So, what are the steps your organization needs to take to ensure competitive success?

• A comprehensive analysis and 2009-2010 outlook for the deposit business
• Macro-economic forces driving the deposit business
• Innovative strategies and tactics needed to win market share

The Future of Online Banking: Competing with Non-Bank Innovators
Andrew Taylor, Chief Technology Officer, Co-founder, Jwaala, Inc.

Technology & Innovation Track

Research from a recent survey shows a banking organization's online services are the second most important reason consumers will switch institutions. Second only to rates, yet well ahead of customer service. Online services are the future of banking profitability. Yet faced by the competition of new non-bank online companies, financial institutions need to understand where they are headed and how to compete.

• A detailed understanding of where online banking is headed
• Solutions changing the face of online banking
• The new breed of "non-bank" competitors
• What consumers want and what you can do to respond

2:30 p.m. - 3:15 p.m. - Conference Sessions

Selling for Success
Brian Kilcourse, Managing Director, RSR Research, Former CIO, Longs Drug Stores
James S. Greene, Vice President, Global Head of Financial Services IBSG, Cisco Systems Inc.

Retailing Track

In the world of sales, the first 60 seconds can set you up for success or failure. As the financial services sector continues to grow more competitive, what are the tools and techniques other industries are using that your company can adapt to improve sales performance and bottom-line profitability?

• Insights, tools, and techniques from a 30 year retail veteran to improve sales, enhance the customer experience and improve bottom-line profitability
• Best practices from the top financial services institutions
• Strategies being pursued by innovative players and how emerging technologies make new revenue streams possible

The Art of Reinvention: Keeping Your Loyalty Program Current in An Age of Change
Gloria K Colgan, Senior Vice President, Network Marketing & Strategy, Discover Network
Dale McCrory, Vice President, Products & Strategy, TSYS Loyalty

Customer Development Track

Customer retention has never been so mission critical. Only organizations that can differentiate themselves and quickly adapt their loyalty programs to fluctuating market changes will win over the next 18-24 months, and ultimately succeed over the long haul. Hear how your organization can quickly respond to market changes, build innovative partnerships between issuers and merchants, and build a brand that creates lasting, mutually beneficial relationships with your customers.

• Early market triggers that indicate the need for loyalty program changes
• Merchant and issuer partnerships to deliver unique and mutually beneficial customer programs
• Trends, best practices and pitfalls to avoid in loyalty program development

Strategic Expense Control
Kirk Saari, Partner, Oliver Wyman
Christoph Knoess, Partner, Oliver Wyman

Profitability & Performance Track

While many financial services institutions have been running fire drills on credit exposure, liquidity and capital infusion; managing costs down remains a major focus. The industry's track record for achieving sustainable changes in the cost base has been mixed. However, it is critical that your company confront this challenge with a view to meeting short-term goals without compromising long-term growth.

• The framework for a successful expense management program
• Successful execution of a broad portfolio of cost management initiatives
• Creating a shift in your organization to embed cost discipline in the business as usual

What's New on Managing Risk for Remote Deposit Capture
Bob Meara, Senior Analyst, Celent
Rodney Springhetti, Vice President, Business Development, CheckFree, now part of Fiserv

Technology & Innovation Track

In the crowded, competitive retail banking market, financial institutions must continually offer innovative products to attract and retain customers, but all come with an investment of time and money. Many financial institutions are evaluating remote deposit capture services for consumers as an online banking option. Learn about emerging trends and best practices related to remote deposit capture for consumers including mitigating risk.

• Customer screening - attendees will learn how to select the best candidates for remote deposit capture for consumers, and how to address the issue of fraud/risk
• Emerging legal issues - what are the best practices to manage and mitigate risk?
• Competitive advantage - attendees will learn how to use RDC for consumers to increase customer satisfaction, and attract new customers without regard to geographic territory; accelerating expansion beyond brick and mortar branches

3:30 p.m. - 4:15 p.m. - General Session

Authenticity & Banking

B. Joseph Pine II Co-author, Authenticity: What Consumers Really Want

Conny Dorrestijn Partner, Shiraz Partners

Authenticity is becoming the new consumer sensibility - the primary buying criterion by which people choose who to buy from and what to buy. Hear why this is so and how your organization can appeal specifically to authenticity to give you a competitive edge. In addition, hear industry research that explores this theme further by examining the desires of over 1,500 banking clients and take away key findings that you can adapt and implement at your organization.

4:15 p.m. - Conference Adjourns