Learn More about Member Benefits
2:00 pm - 3:00 pm:
Speaker: Susan Hochsprung, Vice President, Sales, CUNA Mutual Group
The pace of technology innovations, increased competition and changing consumer expectations are driving the rapid digitization of customer experience (CX) in financial services. Companies that aren't making the investments to provide an all-digital experience, risk being left behind by their competition.
But what happens when the speed and convenience offered by an end-to-end digital experience become table stakes? We will share highlights from new research that explores credit union members' expectations regarding the functional and emotional aspects of CX and the role that emotions play in shaping consumers' perceptions. We will examine the actions credit unions can take to address member emotions related to specific types of member interactions. Finally, we will review the benefits credit unions can expect if they provide a truly differentiating, positive emotional member experience.
Speakers: Anne Legg, Director of Market/Client Strategy, AdvantEdge Analytics and Laura Thompson, Senior Vice President and Chief Information Officer, Orange County's Credit Union (CA)
There's a lot of talk out there about the need for connected data and predictive analytics - and rightly so. Your digital transformation journey depends on it. But the prospect can seem overwhelming: Where does your credit union begin? How can you weave data and data insights into all areas of the organization? How can you make that kind of data-centricity a core part of your credit union's DNA?
In this session, you will discover a simple, 5-step framework for data-centricity:
Learn how one credit union leveraged this framework to integrate data-centricity across the organization in 14 months.
Speakers: Jilenne Gunther, Director of BankSafe & Elizabeth A. Eurgubian Deputy Chief Advocacy Officer & Senior Counsel, Credit Union National Association
AARP's BankSafe Initiative helps the financial industry better meet the needs of older adults on issues ranging from the prevention of financial exploitation and supporting financial caregivers to helping those with dementia and making the banking environment easier to access. This session will share the latest research, trends and best practices and how credit unions can utilize this project this to meet the needs of older Americans and help Credit Unions with compliance with the S 2155 requirements.
Speaker: Tom Sakash, Manager, CUNA Small Credit Union Initiatives, CUNA
Many small credit unions nationwide are growing and thriving. During this interactive session you'll learn exactly how your peers are doing it. Come ready to hear and be heard at this best-practice-sharing discussion.
You'll also learn about some of the most successful loan promotions that small credit unions have offered at their shops nationwide, as attendees will walk away with CUNA's New Loan Promotion Idea Book, with 60+ loan promotion ideas for your credit union!
3:15 pm - 4:15 pm:
Speaker: Michael Petrone, Risk Management Consultant, CUNA Mutual Group
Tragic events in our communities involving workplace safety and physical security are forcing organizations of all types to prepare for unthinkable situations. The reality is that it can happen anywhere - on or near schools, campuses, military bases, and even at your credit union branches. Unfortunate and traumatic events related to robberies and active shooter incidents are unpredictable and evolve quickly. This session will share important components related to credit union and staff preparation, planning and training. In addition, discussion regarding internal controls, technologies, and action steps to consider will be introduced.
The average cost of a successful attack is now close to over $5 million, taking into account lost productivity, system down time, restoration, and other factors. With that much money at stake, it's no surprise the amount of money credit unions are investing in preventing threats. With many credit unions doubling down on their investment, most still identify maintaining a secure environment as a “significant” challenge. Join this session to hear what new cybersecurity trends and threats are emerging.
Speaker: Don Murphy, TruStage Program Specialist, CUNA Mutual Group and Jenn Burkmier, Lending Sales Specialist, CUNA Mutual Group
Digital technologies are a strategic imperative for their growth, but only 25% of financial services companies consider themselves “Digitally Mature.” * The growth of fintech continues to have a massive impact on the financial services and insurance industry. Disruption has caused incumbents to double down on optimizing the customer experience, but embracing new technologies can be confusing and disorienting, as change often is. Join us for an exploration of the major digital trends impacting the financial sector, and a perspective on strategies to operationalize these complex topics to engage with customers and in more meaningful ways. Technology for technology sake will fail without meeting the customers where they are with the experiences they have come to expect in engaging with brands they trust.
Facilitator: CUNA CEO Council
An opportunity to network, share insights and exchange ideas with other forward-thinking credit union CEOs in a candid and enlightening session. Participate in CEO-relevant discussions in a roundtable format with your peers. Topics will be driven by feedback from CU CEOs. Conducted by the CUNA CEO Council. Participants need not be CUNA CEO Council members, but the session is strictly limited to credit union CEOs.
9:15 am - 9:45 am:
Speaker: Andy Roquet, Sr. Executive Benefits Specialist, CUNA Mutual Group
Be ready for your next leadership turnover-which may well happen far before you think it will. The old paradigm of entrenched credit union executives has changed, and executive benefits packages are transforming in response. This session focuses on the present and future of executive compensation strategies, including employment contracts, deferred compensation packages, supplemental executive retirement plans, and methods of pre-funding these benefits.
Speaker: Jeff Rendel, Certified Speaking Professional, Professional Speaker, Strategic Facilitator
The credit union model has served consumers well. It also has advantages for small businesses that want local financing, as well as the same kind of experiences that have been developed for retail consumers. Credit unions can use their locally-owned, low-cost, and high-service strengths to build real competitive achievements in business lending. Learn how credit unions are succeeding in developing local enterprises through business lending programs. Done right, business lending is a financial win for both parties and a philosophical win for the original and time-honored purpose that credit unions exist.
Speaker: Samira Salem, Senior Policy Analyst, Credit Union National Association
Much has been said about diversity, equity and inclusion within the workplace. Diverse talent pools, equitable processes and inclusive workplaces are all things for which we are striving. What benefit, if any, does a diverse talent pool bring to a credit union? Does a lack of diversity within a credit union's talent pool translate to a less effective organization? This session will examine the business case for diversity, equity and inclusion within credit unions. We will compare and contrast the business case for DEI within credit unions and other businesses.
Speaker: Brian Kaas, Vice President Corporate Development, CUNA Mutual Group; and President and Managing Director, CMFG Ventures
CMFG Ventures, the venture capital arm of CUNA Mutual Group, invests in startup companies bringing innovation to credit unions and their members. Explore the latest trends driving Fintech and best practices for partnering with an emerging company.
9:30 am- 10:30 am
Speaker: Scott Saunders, Founder and CEO, Happy Money
Research has shown that money can be used to make a person happier and that financial insecurity can create significant financial stress, even contributing to health and relationship issues. Join Scott Saunders, the CEO of Happy Money, as he discusses the Happy Money story and the psychology of money.
Hear the founder's story of a fintech and how Happy Money is using behavioral insights to better understand their prospective borrowers. You'll learn about the Happy Money principles that Elizabeth Dunn, Happy Money Chief Scientist, outlines in her book Happy Money. These principles can be applied in your own life to increase happiness through your financial resources and can also be brought back to your credit union as a lens by which to view your outlook, strategy, and member relationships.
Speakers: Mike Schenk, Deputy Chief Advocacy Officer and Chief Economist, Credit Union National Association and Samira Salem, Senior Policy Analyst, Credit Union National Association
This session delves into the economic expectations regarding jobs, inflation, interest rates, and the implications for credit union financial operations in 2019.
Speaker: Erin Coleman, Senior Director, Advisory Services, Filene Research Institute
As we approach the Federal Credit Union Act's centennial in 2034, the role of credit unions in providing secure, fair access to financial services to American households remains as important as ever.
Yet, while many of the socioeconomic factors that drove the credit union system in the last century remain salient, more recent changes-especially technological innovations that have fundamentally changed how financial institutions interact with consumers-encourage us to reimagine the role that credit unions will play in the United States' financial services landscape over the next decades.
During this presentation participants will review the findings obtained through a series of in-depth interviews with industry professionals, consultants, and regulators and an extensive examination of over 100 secondary sources. Together, participants will imagine a not too-distant operating and regulatory future for credit unions. The findings of this Filene research paint a future credit union landscape that is both enabled by technology and altered by changing economic conditions and consumer attitudes.
Champion For the Credit Union Movement
Credit Union National Association is the most influential financial services trade association and the only national association that advocates on behalf of all of America's credit unions. We work tirelessly to protect your best interests in Washington and all 50 states. We fuel your professional growth at every level and champion the credit union story at every turn.
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