 Attendee InformationResources    Corporate |
 CONFERENCE AGENDA
Track Sessions
 Monday, March 10, 2008
Risk Management and Product StrategiesCustomer Experience Delivery and Distribution Strategies
Sunday, March 09, 2008
Registration Opens 3:30 PM - 4:45 PM Optional Pre-Conference Workshop Smart Profit Growth: How to boost profits through innovative pricing Cost cutting has lost its luster as source of profitable growth, and pricing has long been neglected as THE driver of long term profit potential. Sustained profitable growth will only be achieved by those that are able to manage revenues efficiently. Learn from leading pricing experts how to employ strategies, methodologies, and best practices for growing profits through Power Pricing principles. Jens Baumgarten Partner and Head of Financial Services, North America SIMON - KUCHER & PARTNERS Additional panelists to be announced *Workshop fee is $145. Registered Conference Attendees Only. Please see registration page for details. 5:00 PM - 6:00 PM Keynote Address Kevin Kabat, Chief Executive Officer of Fifth Third Bank, will discuss branding in financial services, how the 150-year old Bank rebranded itself and the activities involved both prior to the brand launch and currently underway to ensure delivery on the new brand promise. Kevin T. Kabat President and CEO Fifth Third Bancorp 6:00 PM - 7:15 PM Opening Night Reception in Exhibit Hall
Monday, March 10, 2008
Registration and Continental Breakfast in Exhibit Hall 7:45 AM - 8:00 AM Chairman's Opening Remarks Mark Sievewright Corporate Senior Vice President Fiserv, Inc. 8:00 AM - 9:00 AM Keynote Address Basel II Capital Standards & Current Risk Management Challenges The road ahead may require mid-course adjustments as the new rules take effect given the lessons-learned from the 2007 credit crunch. Sheila Bair Chairman FDIC 9:00 AM - 10:00 AM Keynote Address Banking the Hispanic Market - The Real Story... Banks and credit unions that want to capture the underbanked Latino market need to develop an understanding of the unique needs of the Latino community, and make the changes/adjustments necessary in personnel, products, risk management, training, internal culture, and the customer experience to serve this market profitably. You will hear how Banuestra Financial Corporation has developed a successful new approach to banking the underserved Latino customer and how to migrate them to a full banking relationship. Banuestra is recognized by regulatory agencies for "best practices" in USA Patriot Act and BSA compliance. Luz Lopez Urrutia President and Chief Operating Officer Banuestra Financial Corporation 10:00 AM - 10:30 AM Morning Networking and Refreshment Break 10:30 AM - 11:30 AM Featured Address Strive for Fives - the Quest for World-Class Service Sometimes we can get so caught up in the mechanics of doing business that it can be easy to forget the reason were in business in the first place - to serve our customers (members). Our passion for service goes beyond merely meeting their financial needs. With every interaction we want to exceed their expectations. This session will describe how two leading credit unions have adapted their cultures and strategies to be able to deliver the kind of service experience that matters. Gary Furtado Chief Executive Officer Navigant Credit Union Jeff March Chief Executive Officer Citadel Credit Union 11:30 AM - 12:15 PM Featured Address Client First: Driving Bottom Line Results How can organizations facing short term financial pressure break from the pack to differentiate themselves from a customer perspective? This session will surprise you with frank insights into what it takes to put "Clients First." Join Deb in pulling back the theoretical and bureaucratic to reveal the truth of what it will take for you and you and your organization to deliver what your customers want. Deb Harrington Customer Experience Executive Citibank 12:15 PM - 1:45 PM Luncheon for all Participants 12:15 PM - 1:45 PM Retail Dialogue Recognizing the need to provide a forum for interaction among leading financial service organizations, American Banker launched The Retail Dialogue series in 2001. The Dialogue is informal, interactive and "off the record." The program is developed by an Advisory Board, comprised of your peers. Everyone participates in each session; there are no round tables, but an open square allowing for debates and discussions to flow freely. A moderator facilitates this interaction. Attendance is limited and by invitation. Please contact Jessica Yazujian with any inquiries: jessica.yazujian@sourcemedia.com. 12:15 PM - 1:45 PM Industry Innovation Session CEOs, CFOs and Real Estate Directors: Unlock the Value of Your Real Estate Presenter: Nicholas S. Schorsch, CEO, American Realty Capital Sponsored by: 
12:15 PM - 1:45 PM Industry Innovation Session Looking to Unlock the Hidden Potential in Your Existing Branches? Evolving Branch Designs Presenter: George R. Frerichs Sponsored by: 
12:15 PM - 1:45 PM Industry Innovation Session Setting Your Debit Card Strategy: Managing Profits, Segments, Rewards, Merchant Funding and Decoupling Presenter: Bob Giltner, President, Furnace, Giltner & Associates Sponsored by: 
12:15 PM - 1:45 PM Industry Innovation Session Strategies for Profitably and Efficiently Accelerating the Cross Sell of Mortgages in Your Branches Presenters: Paul McCarthy, Head of Retail Solutions, PHH Mortgage Ken Alverson Vice President, First Manhattan Consulting Group Jeff Kniese, Senior Vice President, Mortgage Lending, Integra Bank Chan Peterson, Executive Vice President, Head of Community Banking, Banco Popular James M. Cameron, Partner, STRATMOR Group Sponsored by: 
Risk Management and Product Strategies 1:45 PM - 2:30 PM Everything Matters Helga Houston, the chief risk officer for Bank of America Global Consumer and Small Business Banking, will discuss the companys experience building a holistic model for managing risk and reward. Her comments will include perspective on credit, market and operational risk facing retail banks. She will also discuss the role of the risk management function in identification of growth opportunities. Helga Houston Risk and Compliance Management Executive for Global Consumer & Small Business Banking Bank of America 2:30 PM - 3:15 PM Risk Quantification and Decisioning Basel II requirements on risk have formalized credit and operational risk management to a greater extent. Information security has emerged as a key component of operational risk. As scores of customer data being transferred around, security concerns force financial institutions to place an increased emphasis on internal loss data and use external loss data and scenarios to more completely fill out the loss distribution curve. This in-depth session will address: Robert J. Fiegelist SVP, Underwriting & Operational Risk Manager - Retail Lending National City Sandeep Vishnu Managing Director, Enterprise Risk Management BearingPoint 3:15 PM - 3:45 PM Networking and Refreshment Break 3:45 PM - 4:30 PM Winning the Battle for Checking Accounts Just offering free checking, being the friendliest bank in town and providing the best customer service are not going to get it done. Find out how product strategy and the branch sales process can be key weapons in winning the battle for checking accounts. Mike Branton Managing Partner StrategyCorps John Heeden Southern Bank Senior Vice President / Marketing Michele Stevens SVP, Marketing First Financial Bankshares 5:15 PM - 6:45 PM Twilight Reception Customer Experience 1:45 PM - 2:30 PM Customer Engagement at JetBlue Which is more difficult: Getting customers to engage with your product, or keeping them engaged? JetBlue Airways knows both sides of this question. Vicky Stennes, JetBlue's Vice President of Inflight Services will share the airline's experience of building a world-class brand, and how the company was able to recover the brand's power following an operational disruption. Customer engagement begins with the details of how each customer interacts with your company, and making the right decisions will carry your brand into a new era of loyalty. Vicky Stennes Vice President of In-Flight Experience JetBlue 2:30 PM - 3:15 PM Getting It The First Time! With millions of customers placing more than 80 million calls a year, Chase Card Services strives to resolve customer issues on the first call. Kelly Hanick will talk about how measuring First Call Resolution and systematically identify process, policy and employee coaching opportunities helps to positively impact both customers and employees. Kelly Hanick Senior Vice President, Cardmember Services JPMorgan Chase 3:15 PM - 3:45 PM Networking and Refreshment Break 3:45 PM - 4:30 PM 7 Touch points, 5 Crucial Behaviors, 3 Memorable Tools: The Art and Science of Customer Engagement BrandPartners has identified specific key touch points of branch design which, when combined with the right staff behaviors and appropriate sales tools, will truly engage the profitable customer and produce desirable outcomes critical for success. In a conversation with our experienced panelists, learn how financial institutions, both large and small, are beginning to adapt some of the best practices well known to savvy retailers. Customer engagement at the branch level needs to be a dynamic proposition led by your staff, supported by simple, clear sales tools and enveloped by a comfortable and meaningful environment. Eduardo Alvarez Executive Vice President, Strategy and Marketing BrandPartners Alice Cullen Senior Vice President, Retail Delivery SunTrust Bank Joy Wilder Morgan EVP of Retail Banking SunTrust Richard A. Mulcahy Executive Vice President and Chief Banking Officer Viking Bank 4:30 PM - 5:15 PM HumanSigma: Maximizing the Employee-Customer Intersection Today's effective talent management strategies must go beyond focusing solely on employee interactions to sustain authentic growth in employee and customer retention, increase margins, and improve profitability. Through substantial research, Gallup has developed a powerful approach to measuring and managing human performance - HumanSigma. Learn how this management strategy helps organizations boost financial performance. Patrick Whiston Associate Partner Gallup 5:15 PM - 6:45 PM Twilight Reception Delivery and Distribution Strategies 1:45 PM - 2:30 PM Improving Branch Network Productivity By using new insights into local markets to configure and manage branch networks, progressive players are unlocking hidden revenues in their vast retail systems. This session will show how detailed analysis of micro-markets can be used to improve critical decisions about branch density and placement, goal-setting and resource allocation. Sherief Meleis Managing Director Novantas LLC Raj Singh Executive Vice President - Product, Market & Alternative Delivery Capital One Financial Corp. Maria Tedesco Group EVP & Executive Director of the Retail Banking Group Citizens Financial Group 2:30 PM - 3:15 PM The Power of Customer Loyalty: US Bank's Use of Workforce Optimization to Ensure Impact and Results When US Bank decided to "wow" customers with improved service, it partnered with Verint Witness Actionable Solutions' to re-engineer branch processes and staffing plans to:
Mary Ellen Carney Senior Vice President, Customer Solutions US Bank Darryl M. Demos General Manager, Witness Enterprise Solutions Group Verint Witness Actionable Solutions 3:15 PM - 3:45 PM Networking and Refreshment Break 3:45 PM - 4:30 PM Next Generation Online Financial Services How do financial services companies chart the direction of their online delivery strategy in order to meet the challenges of tomorrow's marketplace? Using a case study format, Gloria Chance shows how Wachovia identifies key trends impacting a comprehensive range of financial services across multiple customer segments, and, how these finding are used to develop forward-thinking strategies that tap into the next generation of online financial products. Gloria Chance Chief eCommerce Executive Wachovia 4:30 PM - 5:15 PM Do Bankers Hours Still Exist? This panel session will discuss how a particular characteristic branch hours can impact branch performance. It will address the widely held belief that longer branch hours provide more convenience to consumers and lead to greater branch revenue. Also, learn if the revenue generated will be enough to offset the costs. James C. Allen Group Executive Vice President, Director - Retail Banking Division Broadway Bancshares, Inc. Kelly D'Ortone SVP & Manager, Retail Strategic Analysis & Reporting Citizens Bank Jerry Piercy Manager Predictive Analytics Sales, Financial Services Pitney Bowes MapInfo Steve Rymers Director of Client Services, Financial Services Pitney Bowes MapInfo Jamie Warder Executive Vice President, Retail Direct & Channel Support National City Corp. 5:15 PM - 6:45 PM Twilight Reception
Tuesday, March 11, 2008
Breakfast Briefing Session Untethered: Navigating the Mobile, Socially-Networked Segment Presenter: Bryan Lee, Marketing Leader for Financial Services Sector,IBM Sponsored by: 
7:30 AM - 8:00 AM Continental Breakfast in Exhibit Hall 8:00 AM - 8:30 AM The Future of Banking Mark Sievewright Corporate Senior Vice President Fiserv, Inc. 8:30 AM - 9:15 AM Featured Address Delivery and Distribution Channels In a 24/7 world characterized by the emergence of social media and non-traditional competitors, financial services institutions have to look at all aspects of their business differently, including the way they sell, service and transact with customers. In today's banking equation, the customer is increasingly in control dictating not just when, but how, where and why they interact with institutions. Their expectations and choices have never been greater, fundamentally changing the nature of the relationship between the customer and the financial services company. Success will increasingly be defined by the ability to anticipate customer needs and do business on their terms. Susan Faulkner Deposits/Debit Executive Bank of America 9:15 AM - 10:00 AM Featured Address Transforming Your Branch Network: Global Best Practices in Retail Branch Banking Enrique Goni Chief Executive Officer Caja Ahorros de Navarro Scott Burgess Principal Deloitte Consulting Chris Gill Senior Manager Deloitte Consulting 10:00 AM - 10:30 AM Morning Networking and Refreshment Break in Exhibit Hall 10:30 AM - 11:15 AM Featured Address The Transformation of Payments This presentation will offer visionary insights into the future of payments as opportunities in the areas of customer retention and profitability are balanced with practical issues such as risk management, payment complexity and pragmatic convergence of back office operations. Kight will discuss how to optimize the online channel to integrate products and build long-term relationships, and how this will extend to payment access in an increasingly mobile universe. Pete Kight Vice Chairman Fiserv 11:15 AM - 12:00 PM Featured Address Delivering on the Expectations of the Online Customer Industry and financial analyst alike view PayPal as one of the most successful payment businesses in the history of the Internet. Since its founding almost ten years ago, PayPal has learned a great deal about the online world and what customers want. Customers then and now demand security without sacrificing convenience when paying online. In a world of complex regulation, sophisticated fraudsters and increasingly demanding customers, delivering on this expectation is no small challenge. The key to success is starting with a focus on the customer. Dana Stalder Senior Vice President of Marketing and Business Operations PayPal 12:00 PM - 12:45 PM From Underbanked to Profitable Hispanic Customer The financial services industry spends too much effort trying to grow their Hispanic Household market share, and not enough resources neither deepening the relationship nor helping their current Hispanic customers reach the next level of financial acculturation. Join us and learn how Hispanic consumers can become your most profitable and loyal customers! Moderator: Raul P. Lomeli-Azoubel Director, Diverse Growth Segments Wells Fargo Central Texas Panelists: Carlos Fuentes Vice President, Multicultural Marketing National City Bank Amir Hemmat Co-Founder and Managing Partner SABEResPODER" Phil Burke Director RRD Response Marketing Services 12:45 PM Conference Concludes |
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