Monday, November 2 | Tuesday, November 3

Monday Morning, November 2
8:30 a.m. - 11:30 a.m.

Rethinking and Changing the Business

Credit Trends and Best Practices in Account Opening, Loan Origination and Account Management
Laurie Hood, Vice President of Product Management, Technology & Analytical Services, Equifax
Christine Pratt, Principal, Pratt Associates
Philip Elwyn, Vice President, Sales, Equifax
Ryan Finnan, Senior Vice President, Investar Bank

The economy and risk management practices have obviously changed significantly over the last few years. This in-depth and interactive workshop will cover issues such as why a credit score may no longer be enough for managing risk in today's challenging environment and explore opportunities and gaps in existing account opening and account management solutions.

• Macroeconomic forecast and current credit trends update
• Regulatory and compliance update
• Best practices in risk management, account opening, and account management, utilizing technology to better manage risk and improve the customer experience

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Championing the Customer

Designing a Loyalty Program for Maximum Success
Steven L. VanFleet, President and CEO, RewardsNOW, Inc
Nancy J. Davidge, Senior Vice President, Dean Bank
Cheryl Curtis, Senior Vice President, Marketing, Bar Harbor Bank & Trust

Today, more than ever, your organization must understand and maximize loyalty programs to achieve your business objectives. Learn about leveraging your loyalty program to offer greater value and how to be more creative in engaging your customer in a broad, ongoing, and profitable relationship.

• Ways in which the current loyalty programs can be utilized
• A framework for thinking through the your organization's specific goals and design considerations
• Creative methods being used by others to enhance the program and engage customers

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Improving Performance

Deposit Accounts: Optimizing Design for Tomorrow's Customer
Jay Coakley, Senior Vice President, Central Bancompany
Jim Cross, Vice President, Retail Product Management, Fifth Third Bank
Barb McDonald, Director, Consulting Services, FIS
Tischa Agnessi, Senior Strategy Consultant, FIS

Click here to hear Barb McDonald, Director, Consulting Services, FIS, give an in-depth description of this pre-conference workshop.

Organizations need to grow deposits like never before. But the majority of today's account revenue comes from punitive fees that are both driving customers away, and will soon be subject to sweeping legislation. Explore how two institutions use innovative product design to automate segmentation of deposit account applicants and create meaningful customer value across these segments.

• Apply the experiences of these organizations to your own, understanding how you can rethink your deposit-account acquisition strategy to better align it for the needs of future applicants and the demands of a changing market
• Key attributes of a more diversified deposit-product offering, and how to leverage technology and channels to match these products to target customers
• Case studies around balancing the need for profit growth with creating customer-centric products and an approach to your own organization's product mix balancing these needs

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Monday Afternoon, November 2
1:00 p.m. - 4:00 p.m.

Improving Performance

The ROI of Customer Loyalty: Building the Economic Case
Howard L. Lax, Ph.D., Senior Vice President, Financial Services Research Group, Harris Interactive
Sanford Brumley, Vice President Client Development, Financial Services Research Group, Harris Interactive

Using the most current data from studies across a number of organizations, this highly interactive work group will examine the true economic returns gained from loyalty, and ways to use it for maximizing your profit potential. Dismantle some of the myths around loyalty and learn how to make the economic case for it to the C-suite.

• Learn different ways to build the economic case for loyalty -- and how not to make the case
• See actual results that establish the return on loyalty in banking and financial services
• Learn how to apply these learnings to your bank

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Optimizing Channel Delivery

Secrets of Top 5 Percent Performers: Improving Branch Performance and Customer Satisfaction by Integrating Technology with Service Excellence
John W. Smith, Senior Vice President, Strategic Development, Talaris, Inc.
Roxanne Emmerich, Author, Thank God It's Monday and Profit-Growth Banking; President & CEO, The Emmerich Group, Inc.

It has become essential for your retail branches to adopt new methods for operating at peak efficiency while still meeting your customer's changing needs. Examine successful retail banking strategies that maximize the benefits of a fully engaged workforce and combine technologies to drive operating costs down and provide "rock your world" service, resulting in dramatically improved business performance.

• Best practices for frontline performance
• Tangible action items for achieving immediate improvement, including high-impact tactics for results in 30 days
• Integrating the right branch technology to shift the focus to customers again, instead of transactions
• Real costs of an unengaged workforce
• Three biggest mistakes in sales and service culture transformations and how to avoid them
• Supporting examples from banking organizations who have achieved significant improvements in branch performance through these methodologies

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