How credit unions approach the evolution of their lending business will be heavily influenced by a series of disruptions from 2020. As more members engage digitally, their expectation for seamless, elegant and hyper-personalized digital experiences will accelerate exponentially. 

Join credit union veteran and AdvantEdge Analytics Chief Strategy and Business Development Officer Shazia Manus on an exploration of new market realities and trends in borrower experiences. You'll learn fresh new data and digital strategies, including practical ideas for supercharging your credit union's largest revenue center. Shazia will enumerate several methods for using data and digital means to diversify loan products, advance financial inclusion and inject greater personalization into the lending process.

Speaker: Shazia Manus, Chief Strategy & Business Development Officer AdvantEdge Analytics, CUNA Mutual Group

Sponsored by CUNA Mutual Group - AdvantEdge Analytics

As the shift to digital continues to accelerate and consumer payment preferences rapidly evolve, are you prepared to deliver the right experience for your members? As fewer members visit branches, there is a unique opportunity for credit unions to elevate their digital payments strategy, offerings and solutions. Yet innovation is not a one-size-fits-all scenario - in this critical time, it's essential that credit unions understand what their members want as they look beyond COVID-19 and prepare for the future. Join PSCU Chief Growth Officer Brian Scott and Vice President, Innovation Scott P. Young as they discuss how “easy is the new loyalty” and give insights on providing a seamless digital experience for your members.

Speakers:

• Brian Scott, Chief Growth Officer, PSCU
• Scott P. Young, Vice President, Innovation, PSCU

Sponsored by PSCU

Payments technology is evolving quickly, but who's controlling the latest changes to the way you pay, and how is that changing the competitive landscape of payments in the United States? The implementation of proprietary technology is eroding the highly competitive marketplace and discouraging new and innovative solutions. What needs to change to ensure competition and innovation flourish as technology evolves?

Speaker: Patrick Dix, Vice President, Strategic Alliance, SHAZAM Inc

Sponsored by SHAZAM Inc

Financial engagement is key to financial success. In this brief 45-minute session, Tom Kennedy, President of La Macchia Group shares the reasons why the way we manage our brands, specifically within our physical spaces, is critical to fueling financial engagement, not only with members, but also with employees. In this talk, Tom will address the reasons why even though Americans need financial guidance more than ever, they aren't likely to reach out to financial institutions for help. Your members and your communities need you to do things differently, but they don't know what that is or how to tell you. As a result, what you hear are requests to minimize wait times, lower rates and eliminate fees. Even if you take these issues away, minimize these burdens, what have you GIVEN them?  And where do you go from there? 

Tom will highlight the key to long-term engagement is not only removing burdens and waste for members and employees, but to add value and positive emotion to their financial experience. Tom will provide insights and ideas to show HOW credit unions can shift from merely optimizing facility operating models to creating engagement models that drive lasting impact for members and communities.  

Speaker: Tom Kennedy, President, La Macchia Group

Sponsored by La Macchia Group

Americans have at least five accounts with different financial institutions, and of those that belong to credit unions, only 20% see it as their primary relationship. With big tech and fintech actively engaging in our market and growing market share, deepening relationships with our members is critical. This session will cover three areas for credit unions to focus on to achieve the goal of member PFR status.

Speaker: Todd Clark, President/CEO, CO-OP Financial Services

Sponsored by CO-OP Financial Services

Credit unions are built on the foundation of providing a friction-free, positive member experience. State National has worked with Credit unions for nearly 50 years, and in this experience, we have seen that positive member experience is only possible through investment in identifying, cultivating and implementing cutting edge technology. In our panel discussion, we will be speaking with panelists from State National Companies to discuss how a Culture of Innovation has allowed them to deliver exceptionally high client experience.

Facilitator: Tasheen Aston-Wilder, RVP Sales, State National Companies

Panelists:

• Trace Ledbetter, EVP, State National Companies
• John Pearson, EVP, Sales, State National Companies
• David Crawford, VP Strategy and Innovation, State National Companies
• Charlie Miller, VP Client Services, State National Companies

Sponsored by State National Companies

Hear from a panel of credit union professionals that are using data analytics to deepen member relationships, make better decisions and drive strategic growth. Listen to experiences implementing a data strategy and learn how they are leveraging their own member data, enhancing their marketing strategy, uncovering insights about their customers/members and competitors, evolving their products and services, and ultimately, transforming the way they do business.

Moderator: Becky Summers, Leader of Marketing Solutions for Raddon, a Fiserv Company

Panelists: 

• Mark Cardella, Assistant VP, Marketing & Communications, Pacific Service Credit Union
• Cheryl Dutton, Vice President of Marketing, Altra FCU
• Rob Heiser, Co-Founder and Board Member, Segmint, Inc.
• Blake Lyons, Vice President, Marketing & Business Development, Randolph-Brooks FCU

Sponsored by Fiserv

Small businesses have been under an extreme amount of stress since the pandemic started. Those who still exist are struggling to survive. How can your credit union continue to serve your business banking members during this time and beyond? Join Finastra in this session for insights into: 

• Overcoming challenges of member business lending
• What a new administration means for credit unions and their small business members
• How to leverage business banking capabilities
• Ensuring a consistent experience across business and consumer accounts

Moderator: Jill Lockwoord, Director Account Management, Finastra

Panelists:

• Mike Haedrich, Senior Product Manager, eSignatures Solutions, Finastra
• Karen Jenkins, Senior Manager, Product Management, Finastra
• Sapna Gulati, Senior Director, Digital Products, Finastra

Sponsored by Finastra

The landscape is more competitive than ever before and shows no signs of slowing. As credit unions, your relationship with your members and local communities puts you in a position to thrive as you meet their needs. Conducting business and competing in the marketplace with many forms of competitors working to draw your membership away is a challenge that can be overcome using the right technology to enhance the member relationship. Join FIS in this session to hear about the types of solutions that credit unions can employ to flourish in a marketplace that continues to fight for the attention of consumers.

Speakers: 

• Bill Hampton, Credit Union Division Executive, FIS 
• Lucinda Rocha, VP, Strategy & Operations, Credit Union Division, FIS

Sponsored by FIS

Successful execution of data strategies is redefining the financial services landscape. Who wins, who loses, and how? In this session, you'll get the credit union winning playbook for making data insightful, profitable, and differentiating. You will: 

• Understand how data is transforming financial services
• Hear why data is now an essential component of enterprise strategy
• See the tools and processes that are involved in data projects
• Learn how to find and communicate new insights with compelling data visualizations
• Get the action plan that outlines how you can drive superior results with data-led approaches

Speakers:

• Nate Wentzlaff, M360 Product Director, Trellance
• Collin McCarter, Data Scientist, Trellance

Sponsored by Trellance

Your members need financial advice. Do you have a scalable way to deliver it? If done correctly, this can provide the ultimate member experience and help your members achieve their financial goals. Improving financial health not only wows your members, but it also grows your business by increasing balances, strengthening wallet share, and bolstering your brand. It calls for personalized advice at scale, a challenge that credit unions have been unable to meet until recently.

Cutting-edge, AI-powered digital technology is a powerful tool to automate member engagement with embedded knowledge, knowhow, and best practices. The technology enables you to provide friendly bite-sized action plans, based on the user's situation and priorities. It guides members with nudges, inspired by behavioral science, as they progress through their financial health journey. This session will be led by executives from eGain, the top-rated provider of digital engagement solutions, and GreenPath Financial Wellness, a leading non-profit organization that provides empathetic financial advice to members through 500+ credit union partners.

Topics include:

• How technology and financial expertise are blended to create the Virtual Financial Coach
• How members experience the Virtual Financial Coach
• How credit unions can implement this technology without the help of over-taxed IT teams

Speakers:

• Evan Siegel, VP Financial Services AI, eGain
• Rick Bialobrzeski, Executive Vice President, GreenPath Financial Wellness

Sponsored by GreenPath Financial Wellness

As an unprecedented amount of wealth shifts from one generation to the next, credit unions need to be prepared to meet the expectations of a drastically different consumer. People no longer bank somewhere just because their parents did or they happen to know someone who works there. How do you continually win the loyalty of a generation that is anything but loyal? In this session we'll discuss what the modern member expects, how to win their trust, how to deliver experiences that create lasting loyalty, and how to empower your teams to efficiently create and maintain meaningful member relationships.

Speaker: Jamie Cosgrove, Head of Financial Services, Podium

Sponsored by Podium