Miroslav Boublik, Chief Operating Officer, BNP Paribas, Ukraine
Michael Ruckman, President & CEO, Senteo
Wayne Morrow, Senior Vice President, Senteo

By taking a structured approach to creating unique, positive, and memorable customer experiences, your organization can step out of the price war – thus increasing margins and loyalty.  Learn the value of creating a consistent cross-channel experience and a new distribution model to significantly reduce customer service costs, as well as be embraced by customers.

• Learn more about the necessary elements to create a unique, positive, and memorable customer experience – they are not always what you would think
• Channels to leverage that can reduce costs, without sacrificing customer experience
• Hear case studies from inside and outside the industry, from the US and abroad that highlight many of the right things and some of the wrong things

Jesse Torres, President & CEO, Pan American Bank, author of The Community Bankers Guide to Social Media
Karen Licker, Principal, SBS (Selling Banking Services)
Stefanie Shelley, Principal, Edgewood Growth Consulting

In this hands-on workshop, you’ll craft actual policies, learn solid strategies and walk away with several tailor-made tools for implementing an effective social media program. We’ll also provide an in-depth critique of sample industry social media accounts. You’ll discover how the power of social media can catapult customer satisfaction and significantly enhance the way you market your banking organization’s products and services.

• Define what is social media and how to get the green light from senior management
• Draft a social media strategy that will  complement your existing strategies
• Set up a social media listening program to learn what’s being said about you and the best ways to respond
• Draft your own Information security policy for social media including risk assessments, industry rules and regulations, and employee usage at home vs. at work
• Gain access to an exclusive, ongoing social media “help line” for banking executives, a NEW online 24 hour peer social media resource including forums, Q & A,  sample policies and case studies

Kevin Hoffberg, Managing Partner, DQI, LLC
Eric Hoffberg, Managing Partner, Coach it Forward

There is more to creating a focused, motivated and productive team than incentives and compensation. Athletic coaches spend time on skill development and creating plays. They spend even more time on building a culture of performance -- so should leaders of sales teams. In this workshop, you’ll work with specific concepts and tools to:

• Diagnose an individual or team’s energy and momentum so you can apply the right coaching at the right time
• Use time away from production to build strong team culture, create individual mental toughness and focus on doing the right things
• Help keep team members in the zone, showing up every day in a high-quality way and performing up to their own high expectation
• Help team members manage energy and focus to avoid burnout, low-quality interactions with internal partners and resources or sloppiness due to lack of focus
• Help a team member gain perspective, make a new decision right now and get rolling in a productive direction

Part 1: Monday Oct 18th - 1:00 pm – 4:15 pm

Part 2: Tuesday, Oct 19th - 8:00 am – 11:00 am

BAI Member: $490          Non-member: $690

Monday, Oct 18th, 1:00 pm - 4:15 pm

“Taking Back Lending” Panel Discussion

Ryan Jones, Credit Administrator, Foundation Bank
Craig Focardi, Senior Analyst, Consumer Credit, TowerGroup
Kimberly Songer, Director of Risk Solutions, Harland Financial Solutions

Join us for an expert opening panel discussion with financial institution executives and learn how they are leveraging different types of analytics and decisioning to know and service their customers better, and ultimately, manage and mitigate risk within their institutions.

Managing Risk In a New Reality

Ryan Jones, Credit Administrator, Foundation Bank
Craig Focardi, Senior Analyst, Consumer Credit, TowerGroup
Kimberly Songer, Director of Risk Solutions, Harland Financial Solutions

The concept of "know your customer" used to be about fraud, but in today's environment, it is a complex balance of knowing and understanding risk, marketing and the cost of doing business in running a well managed financial institution. Understand strategies for consumer loan acquisition/retention analysis and segmentation - analysis before and after the fact; underwriting analysis and segmentation - analysis in real time; and portfolio analysis and segmentation - analysis after the fact.

What Borrowers Want – Matching the Right Product to the Right Customer

Jim Seitz, Senior Vice President, Consumer and Electronic Banking, 1st Source Bank
Monica Orluk, Execuive Consultant, Fiserv Lending Solutions

Despite industry woes, not all borrowers are in trouble. Remaining competitive, attracting and retaining the most profitable customers is a challenge that can be addressed head-on if you understand the mindset of the borrower. How do you reach them? What products make sense? Look beyond credit scores and checking account balances to provide the loan products that best fit the borrower’s needs. Innovative options – such as a rate lock or staged funding – enable you to create the products that make sense to the savvy consumer. Learn how lenders are approaching existing customers and new, younger market segments by understanding customer demographics and offering the right products.

Facilitated Discussion Group
In an extension of the afternoon’s sessions, you will be part of a team where you will roll up your sleeves and engage with your peers. The objective here will be to tackle the issues, create solutions and identify actionable takeaways for immediate use in your organization. Facilitated by our industry subject matter experts, this is a unique educational and networking experience.

Tuesday, Oct 19th 8:00 am - 11:00 am

Small Business is Big Business - the Changing Face of Lending

Thomas Doherty, Senior Vice President, First Chicago Bank and Trust

Small and medium-sized business customers are quickly attracting the attention of banks looking to expand and diversify their lending portfolio. While their individual needs are not unique, their need to merge personal or traditional retail and business banking services is. Learn to address the challenges banks face when trying to serve multiple types of loans under one customer, and how to provide a holistic view to the customer. We will break down the complexities and help you find ways to reap the benefits of this emerging and evolving market.

The Relationship Approach to Retail Loan Growth - Research and Panel Discussion

Daniel J. Tuccillo, Senior Vice President, PNC
Chuck Hounsell, Senior Vice President, TD Bank Canada Trust
Richard Spitler, Managing Partner, Novantas

One of the biggest issues facing U.S. retail banks is the scarcity of asset growth potential in a market where consumers and small businesses continue to de-leverage. Winning retail banks will leverage their established customer relationships to drive loan growth at the expense of monoline providers that only focus on individual products. The best banks will develop bundled packages and products, and underwrite, price, and manage risk based on an understanding of the full relationship.

Timothy T. Li, Deposit Risk Manager, JPMorgan Chase

Inventory optimization and demand forecasting are well understood and accepted solutions for many industrial and business problems. This session will demonstrate that all of the key issues relating to checking and savings accounts such as risk management, overdraft limit assignment and fee structures are easily handled with the techniques. You’ll learn how they maximize revenue, minimize losses and enhance the customer experience.

• Who needs and should have an overdraft limit?
• Where should the overdraft limit be set?
• When should we reassign the overdraft limit?
• What is the most profitable OD assignment strategy once we understand who, where and when?

Matthew Wilcox, Senior Vice President, Zions Bank
Jim Marous, Director of Marketing Services, Harland Clarke

The complexities of multi-channel marketing can be intimidating and can seem to significantly increase the number of variables a marketer must manage. The benefits of a well integrated multi-channel marketing strategy, however, can greatly impact both the effectiveness and efficiency of a marketing campaign and significantly improve the customer experience. This presentation will present the incremental results of leveraging multiple communication channels, including direct mail, email and phone as part of an acquisition, onboarding and quarterly cross-sell campaign at a major regional bank. In addition, there will be a discussion of how social media can be added to the mix to impact customer acquisition strategies.

• Capabilities needed to build a multi-channel strategy
• Architecture of a successful multi-channel marketing initiative
• Customer experience and brand promise across multiple channels

Ken Olan, Executive Vice President, Chief Retail and Marketing Officer, First Victoria Bank
Alan Friesen, President & CEO, Haberfeld Associates

Driving traffic into your branches is the key to creating long term shareholder value. This session will show you how to evaluate your own performance and develop an action plan to improve it. Haberfeld has detailed community bank benchmarks not available anywhere else and will provide seven specific ways to increase customer counts, core deposits and fee revenue. You will receive potential action items for establishing goals, evaluating products, executing effective marketing and enhancing delivery channels. Each action item can be implemented with or without a supplier.

• See why more customers mean more profits, if you apply the right principles
• Find out why delivery channels are the key to customer acquisition
• Learn how setting goals and measuring and rewarding performance leads to success
• Understand why marketing without training is like bait without a hook

Marc Warshawsky, Senior Vice President, Mobile Channel Executive, Bank of America
Deborah Sumner, Vice President & Financial Services Practices Leader, The Nielsen Company
David Gill, Senior Director, Mobile Media and Marketing, The Nielsen Company

This session will share insights into the fast growing mobile banking channel. You will learn who is using mobile banking, their behaviors, their attitudes, where you can find them and the best way to reach them. You’ll discover how to segment and target mobile bankers–one-size does not fit-all. Learn the size of this market and understand the behaviors and attitudes of users of mobile banking.

• Get facts and figures on industry growth and the direction of mobile banking
• Analyze the demographics of mobile banking customers and prospects
• Understand the behavior of mobile bankers and how you can cross-sell to them

Part 1: Monday Oct 18th - 1:00 pm – 4:15 pm

Part 2: Tuesday, Oct 19th - 8:00 am – 11:00 am

BAI Member: $490          Non-member: $690

Monday, Oct 18th, 1:00 pm - 4:15 pm

“Taking Back Lending” Panel Discussion

Ryan Jones, Credit Administrator, Foundation Bank
Craig Focardi, Senior Analyst, Consumer Credit, TowerGroup
Kimberly Songer, Director of Risk Solutions, Harland Financial Solutions

Join us for an expert opening panel discussion with financial institution executives and learn how they are leveraging different types of analytics and decisioning to know and service their customers better, and ultimately, manage and mitigate risk within their institutions.

Managing Risk In a New Reality

Ryan Jones, Credit Administrator, Foundation Bank
Craig Focardi, Senior Analyst, Consumer Credit, TowerGroup
Kimberly Songer, Director of Risk Solutions, Harland Financial Solutions

The concept of "know your customer" used to be about fraud, but in today's environment, it is a complex balance of knowing and understanding risk, marketing and the cost of doing business in running a well managed financial institution. Understand strategies for consumer loan acquisition/retention analysis and segmentation - analysis before and after the fact; underwriting analysis and segmentation - analysis in real time; and portfolio analysis and segmentation - analysis after the fact.

What Borrowers Want – Matching the Right Product to the Right Customer

Jim Seitz, Senior Vice President, Consumer and Electronic Banking, 1st Source Bank
Monica Orluk, Execuive Consultant, Fiserv Lending Solutions

Despite industry woes, not all borrowers are in trouble. Remaining competitive, attracting and retaining the most profitable customers is a challenge that can be addressed head-on if you understand the mindset of the borrower. How do you reach them? What products make sense? Look beyond credit scores and checking account balances to provide the loan products that best fit the borrower’s needs. Innovative options – such as a rate lock or staged funding – enable you to create the products that make sense to the savvy consumer. Learn how lenders are approaching existing customers and new, younger market segments by understanding customer demographics and offering the right products.

Facilitated Discussion Group
In an extension of the afternoon’s sessions, you will be part of a team where you will roll up your sleeves and engage with your peers. The objective here will be to tackle the issues, create solutions and identify actionable takeaways for immediate use in your organization. Facilitated by our industry subject matter experts, this is a unique educational and networking experience.

Tuesday, Oct 19th 8:00 am - 11:00 am

Small Business is Big Business - the Changing Face of Lending

Thomas Doherty, Senior Vice President, First Chicago Bank and Trust

Small and medium-sized business customers are quickly attracting the attention of banks looking to expand and diversify their lending portfolio. While their individual needs are not unique, their need to merge personal or traditional retail and business banking services is. Learn to address the challenges banks face when trying to serve multiple types of loans under one customer, and how to provide a holistic view to the customer. We will break down the complexities and help you find ways to reap the benefits of this emerging and evolving market.

The Relationship Approach to Retail Loan Growth - Research and Panel Discussion

Daniel J. Tuccillo, Senior Vice President, PNC
Chuck Hounsell, Senior Vice President, TD Bank Canada Trust
Richard Spitler, Managing Partner, Novantas

One of the biggest issues facing U.S. retail banks is the scarcity of asset growth potential in a market where consumers and small businesses continue to de-leverage. Winning retail banks will leverage their established customer relationships to drive loan growth at the expense of monoline providers that only focus on individual products. The best banks will develop bundled packages and products, and underwrite, price, and manage risk based on an understanding of the full relationship.

Rilla DeLorier, Chief Marketing Officer, SunTrust Bank
Paul Kadin, Marketing Director, Citigroup Inc.
Debbie Bianucci, President & CEO, BAI
Ms. Grace Chen, Lead Consultant, Finacle, Product Strategy

New consumer research shows that despite the economic turnaround, the low level of consumer confidence and trust in banking organizations experienced last year is still very pervasive. So how is your organization thinking about messaging and communicating in this hostile environment?  Join a panel of industry experts and hear what marketing strategies and technology innovations can help you take advantage of the economic rebound to create value for customers and new opportunities for your organization.

• Hear new consumer research on consumer attitudes toward financial services companies
• Gain insights from a panel of top CMOs on effective marketing and branding strategies to rebuild consumer trust and confidence and win back consumers
• Take away ideas and actionable best practices to regain trust and build success

Matt Wind, Senior Vice President, Comerica Bank
Ken Patrick,  Managing Director, Fiserv, Inc.

How can banks overcome the contraction of credit and the demise of overdraft fees? To ensure that both customers and banks get what they need, there must be a shift to value exchange in the retail bank. This requires a change in both philosophy and product offering. Free checking and automatic overdraft are out, and micro-loans, incentive-based accounts and loyalty programs are in. The data shows that these products make customers more profitable, while rewarding them with purchase power. Join this session to learn about the lift in transactions and deposit growth associated with adopting a value-exchange strategy.

• Why value exchange is the right strategy now
• Migrating customers from free to value-rich products
• Benefits to financial institutions and customers

Peter Eliopoulos, Chief Marketing Officer, M&T Bank
Brad Hamilton, Vice President, Sales and Channel Strategy, RBC Bank USA
Thomas McDermott, Senior Vice President, Cross-Channel Strategy, SunTrust Bank
Kevin Travis, Partner, Novantas LLC
Alan Walsh, Executive Vice President, Banking, Wincor Nixdorf

Banking organizations have important decisions to make about channel strategy, especially regarding the physical branch. Though still an anchor for customer relationships, the branch distribution system is experiencing declining transaction volume and is struggling with overcapacity and revenue challenges. Meanwhile, retail banking customers are becoming ever more comfortable with electronically enabled transactions and services, including mobile. Join a panel of industry experts to discuss:

• New research findings on changing consumer attitudes, behaviors and channel economics -- including branch, web, phone and mobile
• Insights on how to streamline branch networks using electronic alternatives
• Distribution priorities for 2011

Carrie Birkhofer, CEO, Bay Federal Credit Union
Rich Weissman, President & CEO, DMA

It’s no longer just about growing deposits and loans, capturing market share, increasing cross-sell, introducing new products or opening new branches or channels. With the recent banking crisis, it’s about focusing on “sustainability” of the income statement, and the new objective for retail bankers is integrating profitability into retail operations, delivery, product management, marketing and sales.

• Why the meltdown was a bubble that retail bankers created through traditional bank sales culture
• How to build a culture of “sustainability” and how information systems can be used to understand “sustainability” in new ways
• Case studies and research on institutions that integrated “sustainability” into their retail operations and how they are prospering during these times compared to institutions that did not

Mark Elliot, Executive Vice President Consumer Deposits, Capital One
Wayne Wilczynski, Executive Information Agenda Consultant, Global Banking and Financial Markets Leader, IBM

Financial institutions must reinvent the business model to drive a simplified and streamlined agile enterprise that balances growth, efficiency and business resiliency to win in the “new normal” economy. Analytics is crucial for FIs as they focus on managing costs, improving revenues to gain market position and restoring client trust. Our experts will share multiple case studies from financial institutions that are gathering deeper customer insights and crafting products and services that are in clients’ best interests.

• Understand how information management will be a key to powering personalized differentiation (analytics, single view, capturing cross channel interaction)
• Learn how evolving customer needs present a huge opportunity for FIs willing to change
• Discover how a return to historic profit levels is possible only through a combination of cost cutting and business model innovation.

Daniel J. Tuccillo, Senior Vice President, PNC
Bill Handel, Vice President of Research and Product Development, Raddon Financial Group

With the possible demise of free checking and an increased focus on depth-of-relationship metrics, relationship pricing is becoming a key competency for many FIs. A successful relationship pricing strategy allows you to better serve customers who are committed to building a long-lasting relationship with your institution.

• Understand how relationship pricing fits an institution's culture
• Examine methodologies for relationship pricing and explore which method will work best for your institution
• Explore how to reward customers based on their profit contribution

Michael Menyhart, Senior Vice President, Director of Customer Experience, Fifth Third Bank
Frank Aloi, President & CEO, ath Power Consulting

How can bankers use distribution channels to create a consistent customer experience, and how can they ensure that the experience will lead to longer lasting and more profitable relationships? This session will discuss insights from ath Power’s benchmarking studies and client experience research, with hands-on case studies presented by a customer experience expert from a leading bank. Ath will reveal the results of the 2010 Small Business Banking Customer Experience Audit, identifying the top banks in providing a great customer experience.

• What customers are seeking: ath Power reports findings and highlights
• Best practices in execution and consistency of customer experience
• Driving customer engagement—and profit

Jill Enabnit, Vice President, Market Information and Research, US Bank
Theo Moumtzidis, Managing Vice President, First Manhattan Consulting Group

In the wake of the economic crisis, many banks want to change their decision-making approach. They have shifted toward an approach that is rooted in fact-based and quantitative analytics and less on pure business judgment. While well-intended, many of these efforts are failing. In this presentation, we’ll describe why and how you can mitigate the issues.

• Do you have good analytic infrastructure that can deliver errorfree, trusted results?
• Are you focusing on the right few shared metrics or being tempted by analytical capabilities into tracking so many metrics that the complexity and confusion negate the benefit of analytics?
• Are you using metrics that are intuitive and understandable by those expected to make decisions based on them? How are you making sure that people understand the metrics and why they are important?

Jim Bruene: Editor & Founder, Online Banking Report & Finovate Conference Series

Join us for an overview of the best new financial technology ideas presented at the 2010 Finovate conference series. Format will be video segments from recent winning Finovate demonstrations plus a description of the new technology and a brief analysis. For example, recent Finovate winners were:

• Bobber Interactive: Youth-oriented online banking/savings program with gaming and social features
• Expensify: Tools for managers to track and monitor employee spending
• oFlows: End-to-end paperless loan application system
• Wikinvest: Hurricane stock information system to deliver real-time information more quickly than other outlets

Previous Finovate winners have involved personal financial management, mortgage portal, real-time online fraud detection, financial tools, peer-to-peer lending, real-time deposit auction and more.

Social networking went mainstream through MySpace, and within a short time, LinkedIn, Facebook and Twitter became household words. In response, some banks crossed the road without looking both ways, while others are just starting to realize the road is there. The implementation of widely varying strategies has garnered widely varying results and in some cases, banks have been painfully forced to respond to consumer-driven social networking campaigns against product and policy changes. This session will review a sampling of social media strategies -- those that have been implemented by banks and those by consumers to identify what has succeeded and what has fallen flat in cyberspace.

• Understand the evolving social media landscape and determine when and how to enter it
• Learn how to use social media proactively to engage new and existing customers
• Discover what social media can contribute to your CRM efforts

Mike Stevens, Senior Vice President, ERM Analytics & Business Intelligence Manager, BB&T
David M Wallace, Global Financial Services Marketing Manager, SAS

BB&T has grown from under $4B to $165B in assets by adhering closely to its values and community bank business model and has had better loan performance during the last three recessions than most of its peers. Despite this relative outperformance, the recent housing depression and severe economic recession produced unexpectedly high losses for BB&T. As a result, BB&T is making fundamental changes to its risk management organization and processes. Hear how one high-performance bank is taking lessons learned and using them to refocus consumer credit risk management on credit fundamentals, while using analytics to understand and quantify risk.

• Review of relative performance and lessons learned from recent experience
• Refocusing on fundamentals and re-instilling them in organization and culture to get the right balance of quality, profitability and growth
• Using advanced analytical techniques and business intelligence tools to quantify and monitor risk

Executive from State Bank of India
N. Ganapathy Subramaniam, President, Tata Consultancy Services Financial Solutions
Moderator: Bob Hunt, Senior Research Director, TowerGroup

Across banking channels, customers want a great experience built on convenience, speed, reliability and safety. And they want that experience consistent across channels. With 12,470 branches of its own plus 5,000 branches through acquisition, India's largest bank was bleeding due to proliferating channels, rapidly rising customer expectations, aggressive competition, innovation it couldn’t match and comprehensive regulation. Join this discussion about why massive State Bank of India decided that only replacing its core banking systems could respond adequately to the demands of modern retail banking. Find out how it replaced the beating heart of the bank across 200,000 employees and 262 million customer accounts without ever putting the patient to sleep -- and turned around to 12% growth.

• The drivers: customers, proliferating technology and channels and regulation
• Branch and channel strategy for embracing growth
• Critical success criteria for core replacements
• People, culture and other challenges in large critical projects

Larissa Chaikowsky, Head of Advanced Leadership, Management Development and Enterprise Programs, BMO Financial Group
Marlene Piche, Senior Vice President, NewAlliance Bank
Frank Donny, Senior Vice President, Richardson
Paul Robert, Director, Frontline Performance Solutions, BAI

In these challenging times and with continuing focus on adherence to compliance and regulations, how can your frontline personnel dig out from underneath and still provide outstanding sales and service to your customers? In this panel discussion with bank executives, you will hear best practices on creating a successful and sustainable sales and service culture, as well as metrics and processes that can be put in place to motivate, ensure and optimize frontline performance.

• Identify the most pressing issues in frontline retail banking today and recognize the opportunities for 2011
• Understand the sales challenges and obstacles faced by your bankers today and learn best practices for overcoming them
• Design your frontline retail environment to optimize customer loyalty and expand relationships
• Learn best practices for establishing a regular and effective coaching process
• See how to cost-effectively implement these practices and create the culture required for sustainable frontline sales success

Jeff Dennes, Executive Director of Mobile & Internet, USAA
Howard Gefen, General Manager, Mobile Payments, Amazon
Ron Hirson, SVP Marketing & Product Development, BOKU
Craig McNeil, CEO, Mozido
Moderator: Steve Mott, Principal, Better Buy Design

It is estimated that direct and indirect revenues from mobile applications will exceed $25 billion by 2014, when banking and stock trading from mobile phones are expected to be part of the daily routine of nearly 2.2 billion consumers worldwide. Hear firsthand about the innovations one set of providers is bringing to create great consumer mobile payments experiences from depositing checks to paying at retail.

Rick Claypoole, Director of Consumer Deposits, BBVA Compass
Bob Weinschenk, CEO, SmartyPig

As earnings pressures mount, banks need to look for new ways to acquire customers and grow fee-based revenue streams, while leveraging trends in personal payments, social media and the web. One place to look is alliances with new strategic partners, particularly those that do a better job at creating value for their clients than do many banks. In this session, learn how BBVA Compass has partnered with SmartyPig to help consumers establish financial discipline and reach their savings goals and how it pays off for the bank.

• Why the SmartyPig model is a winner in this or any environment
• How customers interact with and benefit from the SmartyPig / BBVA Compass partnership
• What this means to BBVA Compass and how it helps to grow the franchise

Mark Erhardt, Senior Vice President - Retail Product Management, Fifth Third Bank
Paul Kadin, Marketing Director, Citigroup Inc.
Joseph Petitti, Executive Vice President, Deposit Sales, Product & Strategy, First Republic Bank
Moderator: Mary Beth Sullivan, Managing Partner, Capital Performance Group

Leading retail banking executives will discuss segment-specific strategies designed to drive competitive advantage and deliver on customer acquisition and cross-sell goals.  The executives will describe specific segment programs at their banks, why it’s more important than ever to focus on discreet segments within the marketplace, and how their companies are reinventing value propositions – including product, delivery, and service level combinations – to achieve better results for their customers and their banks’ bottom lines.  The session will focus on the affluent, emerging affluent, and mass market segments and address:

• How to respond to changing segment needs and behaviors in the wake of the economic crisis
• What specific value propositions elements will differentiate and drive growth for these three segments
• How to overcome obstacles to effective execution, including organizational and operational roadblocks

Antony Lupton, Head of Money Transmission, Product Solutions, National Australia Bank Group
Ben Colvin, Senior Vice President, Global Practice Leader, Retail Banking and Debit Practice, MasterCard Advisors

In a session focused on the ways a debit relationship can drive retail bank growth, attendees will learn strategies to get to know their customers and identify those with growth potential through customer segmentation. This session will also share methods for deploying strategies that strengthen and cultivate customer relationships, maximizing their up- and cross-sell potential, manage the customer experience and increase stickiness. By employing strategies that generate customer engagement and commitment, banks can improve the depth and length of relationships, and increase overall profitability through debit.

• Challenges FIs face in acquiring new checking account customers
• Need for FIs to go "back to basics" to remain profitable, reduce attrition and drive net growth
• Tangible ways to get to know customers, segment the customer base and deploy strategies to improve retention and enhance revenue

Shelaghmichael Brown, Head of Retail Banking, BBVA Compass
Richard M. Carey, Executive Vice President, Retail Banking, Umpqua Bank
John H. (Jay) Freeman, Executive Vice President-Regional Banking, Wells Fargo Bank, NA
Moderator: David Kerstein, Peak Performance Consulting

Given that consumer behavior is changing and the role of bank branches is evolving, precisely what types of branches do we need now? And how do we transition and effectively close outdated branches while maximizing retention? This presentation will discuss the “how, when, and where” of new branching models, while at the same time staying firmly grounded in the reality of what works today.

• Reality check for innovative “branch of the future” models: How well do they really work?
• Best practices for transitioning to the new reality: Moving fast enough, but not too fast – practical actions you can take to improve branch effectiveness today
• Ways your peers have managed to close branches while maximizing retention

Ellen Lalwani, Senior Vice President, Director of Retail, Lakeland Bank
David Acevedo, Director, Sales Incentives, 360 View

Improving the effectiveness of your cross-sell program is a process that takes time and continuous reinforcement. But you need to start today! Learn the best practices for creating and sustaining a profitable cross-sell program, cross-sell strategies for different customer segments, how to support your marketing programs with the right cross-sell program, cross-sell tracking and measurements, and cross-sell goals and incentive plans.

• A checklist of key strategies to implement a cross-sell program at the bank immediately
• A simple segmentation strategy for improving cross-sell success
• The single most important skill for improving an individual’s cross-sell results

Bob Hedges, Managing Partner, Mercatus LLC
Teresa Epperson, Partner, Mercatus LLC

Mobile connectivity changes everything -- how we connect with family and friends, how we shop, even the nature of popular culture -- and mobile will change how consumers bank in innumerable ways:

• How consumers manage their accounts and make payments
• How consumers shop and transact
• Where and when consumers manage their personal finances
• What consumers expect from their bank
• How consumers decide which will be their bank

In this session, Mercatus will share its most recent consumer research on mobile adoption, usage and how mobile influences consumer bank selection. The research spotlights how mobile is driving the emergence of a new paradigm in retail financial services and outlines a go-forward blueprint FIs can follow for success. Following a presentation of recent research findings, a panel of bank executives that have recently deployed mobile will share strategies and lessons.

Increase market share and revenue using effective social media insights. Improve your brand popularity and leverage existing marketing spend through social media. The Nielsen Company and Facebook have created a unique alliance enabling you to use social media as a new way to interact with your customers and measure the change in brand awareness, message awareness, purchase intent, etc., resulting from an advertising campaign on Facebook.

• What the trends are in social media consumption
• How to use social media to optimize your marketing strategy
• Where social media is heading and how to get there first

Maria Tedesco, Senior Executive Vice President, Small Business, Citizens Financial Group
Christine Barry, Research Director, Aite Group

This session will reveal key reasons why banks are increasingly at risk of losing their small business customers to non-bank competitors and discuss key drivers of the decrease in small business satisfaction rates over the last two years. The session will highlight ways your FI can enhance online offerings, better price and market products and better serve customers through more effective segmentation, product innovation and social networking. The session will be based on a survey of small businesses as well as the results of surveys of top 50 banks and community banks.

• Benchmark your strategies against those of your peers
• Listen to feedback from small businesses on products and services they wish banks would offer

Jeff Dennes, Executive Director of Mobile & Internet, USAA
Robert McIsaac, Group Vice President & Chief Information Officer, First Citizens Bank
Moderator: Edward Woods, Principal, Mindful Insights

Consumers today want faster, easier and more personal interaction with their bank – and surveys show that increasingly they’re turning to self-service to get it! They want to bank noon or night, via online, mobile, ATM, kiosk or call center, potentially starting a transaction in one channel and finishing in another, all the while applying expectations formed on the web sites of nimble non-banks and cutting-edge retailers. At the same time, FIs are finding that technology can be highly personal in engaging customers by identifying and mapping complex financial needs to desired or actual customer behavior in real-time, better and more quickly than branch staff can. Join this discussion of what’s table stakes for self-service today and how high the bar will be raised in the years ahead.

• Self-service and delivery strategy at major FIs
• Target segments for leading-edge self-service
• The role of bank culture in technology investments
• Evolving deployment models
• Channel integration and consistent customer experience
• The future of self-service technology in banking

Sam Guerrieri, Senior Vice President, M&T Bank
Suzanne Poole, EVP, Retail Sales Strategy, Small Business, Government, Direct Channels, TD Bank, Americas Most Convenient Bank
Renny Monaghan, Senior Director, Salesforce.com Inc.
David Potterton, Vice President, IDC Financial Insights
Dave Wright, Industry Director, Oracle

Explore key technologies, solutions, and approaches to increase sales effectiveness within financial services. Join a panel of industry experts as they share their experiences and insights into sales techniques and technologies to improve productivity, increase leads, and provide greater efficiencies so that your sales force can focus more on building better retail and small business client relationships.

• Key themes and drivers for the success in consumer and small business portfolio
• Technology solutions to improve productivity
• First hand examples; pain points and benefits

Jerry Canning, Director Financial Services Advertising Sales North America, Google Inc.

In the midst of the financial crisis, Sergey Brin, one of the founders of Google, was quoted as saying, "Scarcity breeds opportunity." In this session, we'll examine how a focus on continuous innovation has not only helped Google but also top financial services advertisers bring value to their customers and ultimately their bottom line despite a challenging economy. The session will focus on answering:

• Where does innovation come from at Google?
• How are financial marketers leveraging innovative technology to connect with customers?
• How can you take the lessons of innovation and apply them to your brand today?

Tamra O'Donnell, Vice President and Marketing Manager, Canandaigua National Bank and Trust
Lizette Nigro, Director, Product Management – CRM and BI, Open Solutions INC

Tracking and improving customer satisfaction is great, but satisfaction is not the same as loyalty. Satisfied customers leave you everyday – often without cause. Loyal customers stay with you longer, share more of their financial wallet with you and are much more profitable than satisfied customers. Learn more about three key factors needed to support loyalty and tactics to grow these attributes within your customer base.

• Introduction to the Relationship Retention Rubric and the differences between satisfaction, stickiness and loyalty
• Rational and emotional components of customer retention
• Tactics for improving retention and loyalty

Gary Jenkins, Vice President of Operations, BankAtlantic
Cynthia M. Traynor, Practice Manager, Sheshunoff Consulting + Solutions

Banks that learn and apply the lessons Regulation E has taught about mandatory customer consent will avoid the "death" to fee income some have predicted and will profit from the competitive advantages a well-structured response to the new rules can create. This presentation will challenge the assumption that banks should eliminate overdraft protection and demonstrate how to structure overdraft programs so they provide maximum choice and control to customers, while preserving fee income for banks.

• Eliminating overdraft protection is not the only response to Regulation E, nor is it necessarily the best one for banks or their customers
• Regulation E isn't just about compliance; it is, more importantly, about how banks communicate with their customers and what they can learn by listening to them
• The strategies banks adopt for Regulation E compliance should apply to the development and delivery of other products and services

Thomas Asch, Director, Credit Suisse
Uwe Krause, Worldwide Head of Marketing, Wincor-Nixdorf

Cash handling is very expensive. Most of the costs occur in the front end, and the single biggest driver -- 61% in banks -- is personnel. Improving cash handling automation and processes across the bank can have high impact. Combine that innovation in hardware, software and processes with intelligent management of cash streams between the bank and its commercial customers, and FIs can revolutionize cash-cycle management.

• Optimizing the front end
• Leveraging opportunities in ATMs, cash recycling, automatic teller safes
• Keeping your customer close with shared banknote processing and storage technology
• Innovating in system monitoring, cash forecasting, order management, track & trace and management reporting to optimize cash supply from branch or store to central bank

Mandy Mitchell, First Vice President of Retail Banking, BancorpSouth
Rebecca Doepke, Director of Culture, NewGround

To act on behalf of a customer, your staff must be skillful communicators with relationship-building abilities. But research shows that 25% of frontline staff is dissatisfied with key support mechanisms intended to facilitate the development of member relationships, while 24% of consumers say the frontline are the only people they speak to at a financial institution. Learn to plug this profit gap and decrease time and money spent on training, while increasing sales.

• Learn to define who you are as an organization and hire staff to match your brand promise, culture and members
• Understand the difference between culture education and employee training
• Equip staff with the tools to move beyond transactions

Dan Schatt, Senior Director – Financial Innovation, PayPal
Eric Jamison, Business Development Manager, FIS

Learn how financial institutions are leveraging new and innovative partnerships to offer payments through non-traditional channels that allow their customers to move money instantly anywhere in the world. Traditional paper bill payments have been replaced by a new, concise model that manages electronic payments to companies and individuals. From account transfers and P2P transactions to bill payment, overnight checks and pre-paid card top-offs, consumers are looking for fast and convenient methods to facilitate money movement. Learn about methods that FIs can employ to help centralize money movement in the online and mobile channels by working with alternative solution providers such as PayPal. Learn what the opening up of PayPal's APIs means to FIs and how PayPal can help strengthen the FI-consumer relationship.

• An action plan for a popular new offering aimed at retail clients
• How e-Payments opens up new product offerings such as P2P transactions and pre-paid card loading
• An understanding of the growth and rapid adoption of alternative payment methods

Gregory Schreacke, President, First Federal Savings Bank, First Financial Service Corporation
Ron Seib, CFO, KleinBank
Bob Giltner, Consulting Partner, Velocity Solutions

Segmentation based on debit activity, product pricing and new account openings is critical to generating valuable exchanges between customers and their FIs. Hear how First Federal Savings and KleinBank use science and technology to drive new DDA revenue and accounts and engage the customer. Using results of in-depth proprietary research segmenting the needs of 130 million household accounts, this interactive session will reveal actual FI results of applying segmentation tools, measurement, individualized messaging and pricing and acquisition strategies.

• How a segmented debit card strategy and customer-driven pricing increased DDA revenue by $35 per account
• Specific tools and strategies First Federal Savings and KleinBank used to add 50 new accounts per branch
• Lessons learned and case studies of applying customer segmentation tools, individualized messaging, pricing and acquisition strategies

Chris Cox, Executive Vice President, Operations, Regions Bank
Andrew Irvine, Vice President, Integrated Distribution, Bank of Montreal
Doug Peacock, Product Manager, Online Banking and M&I Mobile, Marshall & Ilsley Corporation
Pete Daffern, CEO, Clairmail

If 2009 was the year in which mobile banking broke into the mainstream, 2010 and 2011 will be the year in which FIs will look to capitalize on the full potential of the mobile channel. They will move from the tactical use of basic mobile banking as an extension of online banking to a strategic initiative to grow additional revenue streams through new applications for person-to-person (P2P) payments, mobile remote deposit capture (RDC), merchant offers (coupons) and international remittance. In addition, banks will look to future-proof their mobile solutions to maximize adoption and enable it to scale within the retail/small business banking unit and across other channels such as commercial and treasury.

• The importance of real-time, proactive and customizable alert preferences and personalized content that initiates 1:1 mobile conversations between an FI and its customer
• Future applications of mobile banking and payments – bank-orchestrated P2P payments, mobile RDC, location-based merchant offers and coupons, international remittance
• Integration of processes across all bank channels through the mobile device, allowing customers to complete nearly all financial interactions through their phone, decreasing use of more costly services such as call-center support

Andy Hernandez, Executive Vice President, Channel Development, BBVA Compass
Matthew Macomber, Executive Vice President, Alternative Delivery Channels, Bank of the West
Patrick Reetz, Vice President, Director of Online and Mobile Banking, M&I Corporation
Fred Brothers,Executive Vice President, Enterprise Strategy, FIS

Each year, the high fixed-cost branch system will generate a smaller share of transaction and sales interactions. So branch expenses need to be significantly rationalized, and online needs to play a more prominent role as a revenue-generating channel. While branch performance is meticulously tracked and well understood, there isn't a clear roadmap for managing online channels as profit centers. Topics to be discussed include:

• Creating a strategy that rationalizes how branch and online channels fit together
• Overcoming cultural biases that favor the branch channel to obtain increased funding for online channel initiatives
• Building the business case and managing online channels as a profit center
• Delivering a differentiated new account opening experience—a multi-channel approach that leverages the benefits of online and branch channels
• Operationalizing intelligent customer data to create revenue opportunities that directly appeal to consumer sentiments
• How social networking and mobility will reshape value proposition formation in the 20-teens

Stef Anderson, First Vice President, Loyalty & Rewards, SunTrust Bank
Mike Spellecy, Corporate Vice President, Managing Consultant, Maritz

Incentive and loyalty programs are powerful tools for influencing behavior and producing results through employees and customers, but how do you know when and where to use them and how much is enough? This session will offer guidance on setting up programs that engage people and drive results. You’ll learn how to design programs to focus the right strategies on the right segments of your population and measure performance against your goals. You’ll also hear about ways to link your employee engagement and customer loyalty efforts to produce greater alignment and effectiveness.

• The importance of understanding the audience for a loyalty or incentive program and targeting the right offers and rewards for different segments
• The value of analysis in designing programs that produce measureable results
• How to align employee engagement loyalty programs to optimize the customer experience

Katie Delahaye Paine, CEO, KDPaine & Partners; Publisher, The Measurement Standard

Measuring results from social media has come of age. Not long ago, social media ROI was little more than counting eyeballs, blog RSS readers, FB fans and Twitter followers. Today, smart companies are measuring social media ROI against clear business objectives such as customer engagement or revenue.

• Learn how to define the return you expect in the context of what you are trying to achieve
• Discover the tools you need to determine the investment you plan to make
• Hear real-world case studies on how organizations are successfully measuring the ROI of social media programs

George A. Simotas, Director, Financial Services National Practice, Hitachi Consulting Corporation
Ajay Nagarkatte, Managing Director, Research, BAI

How do consumers pay today and why do they choose the methods they do? How will they pay in the future, and which payment methods will gain at the expense of others? How readily do consumers adopt new payment types such as mobile or P2P and what can be done to influence their choices? These are just a few of the questions addressed by The 2010 Study of Consumer Payment Preferences from BAI Research and Hitachi Consulting. Join us for an in-depth look into the answers consumers provided to this national study across retail point-of-sale, the Internet and mobile channels.

• Data to guide differentiated yet surgical marketing campaigns
• Guidance for internal sales training and education programs
• Insights to inform business development and position the bank as a contributor to industry thought leadership

Jon Wolske, Culture Guide, Zappos

Of the more than 900 employees at Zappos HQ, 600+ are in the customer loyalty center.  Rather than focus on maximizing short-term profits, Zappos focuses on how it can maximize service to customers. The goal is for people to associate the Zappos name with great service, not with shoes. Incidentally, focusing the entire company around service has resulted in a lot of word of mouth advertising, allowing Zappos to spend money on customer service, not marketing, continuing the cycle. Join us to learn more about Zappos’ obsession with customer service and how that drive sales and a better bottom line.

• Learn how to manage your company by its core values
• Hear Zappo’s philosophy of focusing the entire company around service
• Discover how customer service can be the best marketing tool