Half-Day Workshops 

BAI Member: $295          Non-member: $395

1. Creating a Customer Experience Framework to Deliver Superior Profitability

   Monday, October 18
   8:00 AM - 11:00 AM

   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

2. Social Media Made Simple: Create Your Own Framework from Strategy to Execution

   Monday, October 18
   8:00 AM - 11:00 AM

   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

3. How to Create a High-Performance Sales Culture

   Monday, October 18
   8:00 AM - 11:00 AM

   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

4. Understanding Mobile Banking Customer Segments

   Monday, October 18
   1:00 PM - 4:00 PM

    

   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

5. Improving Acquisition, Onboarding and Cross-Sell Effectiveness with Multi-Channel Communication

   Monday, October 18
   1:00 PM - 4:00 PM

   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

6. Community Banks: Seven Ways to Acquire More Customers

   Monday, October 18
   1:00 PM - 4:00 PM

   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