Thursday, November 5
8:30 a.m. - 9:30 a.m. - General Session

Creating Value in the New Reality... The Welch Way

An interview with Jack Welch, Former Chairman & Chief Executive Officer, General Electric by Gerard Baker, Deputy Editor-in-Chief, The Wall Street Journal Gerard Baker Deputy Editor-in-Chief, The Wall Street Journal By putting customers at the core of a business strategy, a service-value chain is created, benefiting consumers and stakeholders alike. In a special question-and-answer dialogue with Jack Welch, you will gain valuable insights and perspectives on creating value and engaging with your customers and employees to build a stronger future for your organization. Welch is a business writer of a widely read weekly column The Welch Way, which he writes with his wife, Suzy Welch. This column appears in BusinessWeek magazine and is published by the New York Times syndicate in more than 45 major newspapers around the world, reaching more than 8 million readers.

9:30 a.m. - 12:30 p.m. - Dedicated Expo Time, Lunch & Solutions Theater Presentations

Solutions Theaters
9:45 a.m. - 10:15 a.m.

Fiserv

Leveraging Value Exchange to Increase Loyalty and Profit

Join Fiserv to learn how to leverage the value exchange through our Incentive Checking Solution. This solution rewards customer behaviors and creates real value to the bank.
Alison Holt, Managing Principal, Fiserv Revenue Enhancement Solutions

Location: Solutions Theater 1

IBM

Sailing in Rough Seas - Enterprise Modernization and Core Banking

Changes in banking are accelerating the modernization of core banking systems Ð IBM's Banking Center of Excellence will discuss approaches to confront these challenges.

Scott Simmons, Lead Banking Solutions Architect, WW Banking Center of Excellence, IBM Corporation

Location: Solutions Theater 4

10:30 a.m. - 11:00 a.m.

Fiserv

Leveraging CRM to optimize your sales operating model

Join Fiserv to learn how EnAct powered by Microsoft Dynamics CRM drives structure, efficiency, accountability, and sales results across your enterprise.
Mark Schiefelbein, Pre-Sales Director, Fiserv Customer Value Enhancement

Location: Solutions Theater 1

12:30 p.m. - 1:30 p.m. - Conference Sessions

Rethinking and Changing the Busines

Industry Outlook for the New Reality
Thomas K. Brown, Chief Executive Officer,Second Curve Capital LLC

Hear valuable insights into the critical issues impacting your organization as you look to build performance and profitability in the new financial services reality. Brown's unique insights and candor make for a compelling and informational packed presentation that should not be missed.

• Key issues impacting financial services companies
• Opportunities for the future
• New approaches to develop and implement winning, high-return strategies

Shaping the DDA for the New Reality

Creating Value through Civic Banking
Enrique Goñi, Chief Executive Officer, Caja Navarra

Civic banking creates a win-win situation: customers become invested in your banking institution and you acquire more deposits through customer loyalty. Using this model, Caja Navarra has become the fastest growing savings bank in Spain. The Civic Banking model is translated into the branches where cultural and recreational activities open to the general public are conducted and the premises are offered to local residents, associations and the public, in general, to support community and neighborhood activities.

• Social-oriented business model to address negative consumer perceptions
• Social-banking and community focused branches to create loyalty
• Adapt this model to create competitive advantage and profitability

Championing the Customer

Proactive Risk Based Deposit Management
Dr. Debb Gordon, Senior Principal Consultant, FICO
Whitney H. Stewart, Senior Vice President, Enterprise Payment Strategy, SunTrust Bank

Deposits have resurfaced as the key driver of bank funding. Over a decade of third-party funding sources have suddenly frozen up or are requiring capital and collateral at new levels. By implementing systematic, consistent, connected and leveraged decisions across your deposit customers' lifecycle you can ensure long term retention, improve share of wallet, enhance liquidity and a consistent and risk based customer experience.

• Predicting deposit performance
• Integrated deposit strategies
• Customer level management
• Case study examples and real benefits

Improving Performance

Banking Customer Attrition in the Wake of a Merger/Acquisition
Thomas (Toby) L. Kilgore, III, Principal,Deloitte Consulting LLP
Matt David, Principal, Deloitte Consulting LLP
Sandy Cavanaugh, Executive Vice President and Head of Retail Delivery, SunTrust
Cheryl Heller, Senior Vice President, Customer Service & Sales Horizontal Operations, Capital One

The current financial crisis has the potential to change your customers' perceptions and behaviors about their finances, your organization, and the way they manage their money for the future. Issues of trust, safety and soundness are top of mind, especially for customers who are absorbed in an acquisition. What are their expectations and experiences? And most importantly, what can be done to prevent attrition and restore confidence during this transition?

• Trends, leading practices, and practical suggestions to accommodate and retain customers during a merger/acquisition
• Data, including preferences, and satisfaction levels of banking customers based upon a market survey of 3,000 individuals conducted during the economic downturn
• Fundamental changes you may need to make enterprise-wide to enhance the customer experience

Optimizing Channel Delivery

What's Next for the Branch Network-Rationalize or Revisit?
John Zugschwert, Senior Vice President,Distribution Planning, Citizens Bank
Alex Calicchia, Executive Vice President,MidSouth Bank
Chuck Purvis, Chief Operations Officer,Coastal Federal Credit Union
David Kerstein, President, Peak Performance Consulting Group

The number of financial institution branches grew nearly 20% over the past 10 years. What is the future of the branch network: is the industry over-branched, or is continued brick and mortar expansion necessary to achieve deposit growth? Join industry leaders as they describe how they are dealing with the new, post meltdown reality.

• Distribution network rationalization, stand-alone vs. small footprint branches, as well as the role of technology, and market penetration strategies
• Strategies to improve branch growth and profitability
• Practical tips from a best practices case study

1:45 p.m. - 2:30 p.m. - Conference Sessions

Rethinking and Changing the Business

How Cross-Channel Partnerships are Changing the Face of Financial Services
Kevin Wright, Vice President, Emerging Markets, US Bank
Jorge E. Consuegra, Senior Vice President,The Western Union Company

The changing economic landscape has had a ripple effect, with reduced confidence in the financial services industry resulting in the expectation to operate in profoundly different ways. This provides a unique opportunity for you to better address evolving consumer needs and realize new value by introducing nontraditional financial services.

• Trends in optimizing cross-channel financial services
• New consumer insights and ideas for meeting evolving consumer needs and driving revenue
• Preview of the future of online and mobile services in the post-crisis financial services industry

Championing the Customer

Achieving Real ROI from Online Personal Financial Management
Dough Brown, Senior Channel Manager, Online, Australia and New Zealand Banking Group Limited (ANZ)
Joseph Polverari, Senior Vice President,Strategy & Development, Yodlee, Inc.

No longer a "nice to have", Personal Financial Management (PFM) is fast becoming one of the strongest connection points you can have with your customers. So what exactly is PFM? What do consumers want? Why should your organization (and not portals) provide PFM? And, how can you measure its value and effect on attrition, retention, and per customer profitability?

• Elements of a successful online/mobile PFM implementation, with consumer behavioral and usage insights from 10+ million consumers
• ANZ case study and live behavioral data
• Working ROI model to assess and understand the real bottom-line impact of a full PFM implementation
• Tips and techniques for creating and integrating a fully converged consumer experience

Shaping the DDA for the New Reality

R2D2: Retention, Revenue, and the Debit Decision
Jim Wilcox, Director, Debit Office, Fiserv

In an era of dark economic forces and tightening credit standards, this session will show you how consumers' growing preference for debit can help you grow their non-interest income. You will learn ways to assess the health of their debit programs and understand the opportunities-both monetary and loyalty-that can be created through marketing, rewards and other cardholder-focused programs.

• Assess the health of a debit program
• Outstanding opportunities available in a vibrant debit program
• Utilize loyalty and other cardholder-focused programs

Improving Performance

Earnings Improvement through Employee Collaboration
Jeremy Eden, Co-Chief Executive Officer,Harvest Earnings Group, Inc.
Terri Long, Co-Chief Executive Officer,Harvest Earnings Group, Inc.
Jeffrey Brown, Executive Vice President & Chief Administrative Officer, Webster Financial Corp.

Your organization must dramatically reduce costs while also trying to win customers by improving the customer experience. Based on case studies of leading companies, learn how to use 21st century mindsets and technology to implement thousands of micro-improvements generated by employees to reduce costs, increase revenue and improve the customer experience. The bottom line: increase sustainable earnings by $15,000 per employee annually!

• Learn about new approaches to management
• Identify opportunities to reduce costs while improving the customer experience
• Hear case studies from successful organizations

Optimizing Channel Delivery

The ATM Channel: Strategies for Surviving and Thriving Through a Financial Crisis
Sam M. Ditzion, Founder and Chief Executive Officer,Tremont Capital Group, Inc.

Your organization must look past the immediate financial crisis and not allow your ATM channel (and/or consumer confidence in the channel) to deteriorate. Cash is and will long be the dominant consumer payment mechanism, particularly in this weak credit market. While some theorize that the ATM channel is at risk of dilution, in fact, a strong network of ATMs offers banks an invaluable opportunity to increase deposits (particularly post-Check 21); acquire/retain customers through convenient access points; and promote their individual brands.

• Impact of the current economic environment on your ATM strategy
• Opportunities and risks ahead, including the actions and strategies you can implement to optimize performance and profitability
• Strategies for reducing costs while maintaining superior service levels for your most profitable customers
• Innovations in product development and service offerings

2:45 p.m. - 3:30 p.m. - General Session

Perspectives for the Future

The Honorable Al Gore 45th Vice President of the United States, Nobel Laureate and Author, An Inconvenient Truth (live via satellite) As you look towards the future and what it might hold, there are only a few things that you can know for certain-the world of financial services will continue to evolve, and as a result, there is a great need to find new and more sustainable ways to grow revenue. The concepts of change, adaptability and sustainability are cornerstones for our closing speaker, Vice President, Al Gore. Hear his insights into how we can embrace change, identify new ways to approach business and leverage technology for success.

3:30 p.m. - 5:00 p.m. - Expo and Closing Networking Reception

5:00 p.m. - BAI Retail Delivery 2009 Concludes