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24th Annual CUNA Technology Council Conference

September 11-14, 2019 | Hilton Chicago | Chicago, IL

Agenda

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Time
Session
 
1:00 – 5:00 p.m.

SECURITY SUMMIT

Join us for the 6th Annual CUNA Technology Council Security Summit.  A separate registration is required.

View Security Summit Agenda

Time
Session
 
8:00 a.m. – 3:00 p.m.

SECURITY SUMMIT

Join us for the 6th Annual CUNA Technology Council Security Summit.  A separate registration is required.

View Security Summit Agenda

 

8:00 a.m. – 7:00 p.m.

CONFERENCE REGISTRATION

 

 

8:00 a.m. – 12:45 p.m.

O&ME PRE-CONFERENCE WORKSHOP – SOLD OUT

This workshop is SOLD OUT!

Participate in a VIP walking tour of Wrigley Field Tour, where a guide will take us on a behind-the-scenes look at historic Wrigley Field and share its 105-year history. Following the tour, Michelle Spellerberg, VP of Digital Marketing at Alliant Credit Union will dive deeper into the correlation between the Wrigley Field digital transformation and how credit union leaders should think about the digital shift.

 

1:15 – 3:00 p.m.

TECHNOLOGY EXCHANGE – Open Discussion

Facilitators: Rick Lesley, SVP Delivery, Olenick, Chicago, IL
Sharon Mueller, Credit Union Practice Lead, Olenick, Chicago, IL

The Technology Exchange is an opportunity to discuss ideas, best practices and knowledge with other credit union professionals. This session will provide a forum to network in a smaller group setting. Registration will be limited to the first 60 attendees.

1:15 – 3:00 p.m.

COO EXCHANGE – Open Discussion

Facilitators: Jennifer Kimmell, VP Member Services, TruWest CU, Scottsdale, AZ
Jason Rogers, SVP Member Service, Mountain America CU, West Jordan, UT   

The COO Exchange is an opportunity to discuss ideas, best practices and knowledge with other credit union professionals. This session will provide a forum to network in a smaller group setting. Registration will be limited to the first 60 attendees.

3:15 – 4:00 p.m.

FIRST-TIME ATTENDEE ORIENTATION

If you’ve never attended this conference before, plan on joining us at the 1st time orientation.  We’ll provide a quick rundown of conference events and leave plenty of time for you to start networking with other attendees.

4:15 – 4:30 p.m.

WELCOME AND OPENING REMARKS

Heather Lally-Voigt, VP Operations, Alliant CU, Chicago, IL and Chair of the Operations & Member Experience Council

4:30 – 5:30 p.m.

KEYNOTE ADDRESS – Overcoming Obstacles to Achieve the Impossible

Sarah Thomas, NFL Official, Brandon, MS
Drawing on her pioneering career path to the biggest professional sports league in America, Sarah Thomas extracts key takeaways from her journey that help men and women alike tackle challenges and come out on top. Sarah, who joins the pantheon of women who have reached the pinnacle and left their singular mark on history, inspires audiences with lessons on passion, preparation, and determination that can be applied to any field or industry, and to never give up on your dreams even when the odds are against you. Her story of becoming the first-ever full-time female official in the NFL is an underdog tale—one who goes on to not only win but blaze a trail for others.”

5:30 – 7:00 p.m.

WELCOME RECEPTION – Meet your Sponsors

Join us for the opening welcome reception directly following our keynote speaker.  This is a great time to meet up with old friends and make some new ones.  Our sponsors will also be on hand showcasing their latest products.  There will be plenty of food and beverage available. All conference attendees and sponsors are invited.

Time
Session
 
7:00 a.m. – 4:30 p.m.

WELCOME CENTER/EXHIBIT HALL

Conference Registration
Sponsor Displays
Charging Stations
Hydration Stations

 

7:00 – 8:00 a.m.

BREAKFAST – Visit with Sponsors

8:00 – 9:30 a.m.

SPEED ROUNDS – Session 1

They’re back and more popular than ever!  Join us for 11 fast paced presentations from top technology companies.

1.   Avtex – Smart Identity – With Smart Identity, Members can easily enroll for biometrics one time through the CU's mobile app, and then use that to authenticate across multiple channels – mobile/online banking, IVR, contact center. Seamless and real-time hand-off from mobile app to contact center with no identity interrogation or repeating of stories.

2.   Temenos – Temenos Collection Self-Service Portal – Temenos is proud to present a Member Self-Service Portal integrated with the Temenos Collection module. A digital channel through which delinquent account holders can self-cure increases member engagement and supports increased debt collections without Credit Union staff involvement.

3.   Voleo – Mobile Stock Investment App – The engaging and easy-to-use stock investment app that utilizes collaboration for success. Designed for the modern investment club and individual investor and tailored to your credit union. It is the social investment app made for your members.

4.   LiveVox – Cloud Omnichannel Member Engagement Platform – LiveVox is a leading provider of enterprise cloud contact center solutions, managing 14+ billion interactions annually. With 15+ years of pure cloud expertise, we empower effective channel of choice engagement strategies. Our risk mitigation and security capabilities help our clients adapt to changing business environments.

5.   Narmi – Digital Account Opening & Identity Verification – Narmi’s digital account opening platform provides institutions the ability to seamlessly onboard new accounts, verify identities, instantly fund the accounts and present digital banking enrollment, all in less than 2.5 minutes. From a compliance perspective, Narmi allows financial institutions to ensure Bank Secrecy Act / Patriot Act compliance and offer a functioning Anti-Money Laundering (AML) program as mandated and enforced by the Office of Foreign Assets Control (OFAC) and the Financial Crimes Enforcement Network (FinCEN).

6.   Support EXP – Talent Booster – The audience is invited to eavesdrop on a role-played text message conversation dramatizing roadblocks traditional training methods place in the way of effective learning. “Employees” experiencing frustrations of traditional training approaches demonstrate features of Talent Booster™ that produce stronger, immediate learning outcomes and lead to retention of skilled, engaged employees.

7.   Eltropy – Text Messaging for CUs – Eltropy enables Credit Unions to communicate with members over Text Messaging in a secure and TCPA-compliant way. Using Eltropy, Lending, Collections, Sales, Marketing, Service and other teams leverage Text Messaging to boost engagement and enhance member experience. Eltropy also integrates with Core/CRM systems and uses Analytics to provide insights.

8.   Terafina Inc. – Fast Track Small Business Onboarding – Terafina's Fast Track Small Business Onboarding offering helps credit unions deepen member relationships through small business lending and deposit offerings delivered on a single platform that unifies the member experience across all channels – branch, call center and digital while removing friction from the small business onboarding experience.

9.   MeridianLink – MLX Insight – MLX Insight is a turnkey business intelligence platform for credit unions of all sizes. It provides actionable data capabilities offering access to industry leading analytics and data science solutions through transparent, dynamic, and intuitive data visualizations that result in value added insights and better data experience, which helps fuel the institution's strategic decision-making process.

10.   Fiserv – Originate Deposits – A hand-crafted account opening experience that allows most users to open up a brand new account in only 2.5 minutes. Using data services, Fiserv has been able to greatly reduce the time required by the user to complete this process, removing obstacles and creating a fresh, clean experience.

11.   POPio Mobile Video Cloud – Video Banking – Imagine having a branch in the palm of your hand – that’s POPi/o Mobile Video Cloud. Through real-time assistance and virtual collaboration over personal devices, video banking offers credit unions a seamless omnichannel experience capable of keeping up with consumer demand for heightened personalization and convenience in an increasingly digital world.

9:30 – 9:45 a.m.

PASS TIME TO BREAKOUT SESSIONS

9:45 – 10:45 a.m.

CTC BREAKOUT SESSIONS

Blockchain and the Digital Revolution (session repeats)

Julie Esser, Chief Experience Officer, CULedger, LLC
Should blockchain be part of your credit union’s digital strategy? The digital revolution is bringing a new and radically different platform for credit unions to take us into the future. Learn how CULedger, a network provider of digital exchange created and owned by credit unions, will fit within your credit union’s digital strategy.


Beyond the Hype - Leveraging AI to Solve Business Problems (session repeats)

Matt Kinney, Founder & CEO, Atando Technologies, Charlotte, NC
Let's move past all the hype around AI and take a more practical approach, focusing on what credit unions can do to solve business problems. We will walk through some compelling, real-world use cases and opportunities that we've found with our credit union clients.


BI/Analytics Governance – Why Data Warehouse? (session does not repeat)

Raj Rathi, Director of Analytics, AdvantEdge Analytics, Madison, WI
In today’s tech-driven world, data is gold. It’s what allows people-centric organizations like credit unions to deliver hyper-personalized, meaningful experiences for today’s tech-savvy consumers. Similar to digging for gold, getting to the profitable data takes a significant amount of effort. Even the smallest bits and bytes of information have to be collected, ingested and refined. Yet, without a proper data warehouse, data is just data. For credit unions, having a data warehouse strategy to achieve actionable information is critical to everything from marketing to underwriting to member service.

9:45 – 10:45 a.m.

O&ME BREAKOUT SESSIONS

Being an Effective Leader: What’s Holding You Back? (session repeats)

Angela Prestil, VP, Business Development, Credit Union National Association, Madison, WI
Congratulations! You’re doing so well in your career! Whether you’re a manager, a vice president, or a chief, you’ve worked hard to get where you are. So why does it feel like you’re stuck? You could be standing in your own way and not even know it. You might have a small flaw – a behavior that you might even consider to be endearing – that’s holding you back. Building on Marshall Goldsmith’s book “What Got You Here Won’t Get You There,” we’ll investigate a series of self-limiting behaviors that can derail people who have otherwise been very successful leaders – and prevent them from moving up further. We’ll also discover ways to overcome your unconscious, annoying habits to attain an even higher level of success. Who knows? By this time next year, you might be joining the CEO Council, too!


Operational, Finance, and Strategic Insight for Branch Transformation (session repeats)

Cody Willis, Senior Integration Strategist, CFM, Chandler, AZ
Join this session to learn the important roles design, technology, and delivery play in banking transformation, and how connecting them all together drives the biggest impact across the organization. Three key points to be covered: How is the banking industry evolving to address current issues and trends? What designs and technologies are driving the future branch experience? How delivery and culture tie transformation together—and ways to achieve it.


Process Automation: Identifying and Shaping Automation Opportunities to Improve Member Experience (session repeats)

Paul Bruning, Financial Services Leader – North Central US, UiPath, Mason, OH
Amit Kumar, Director, Banking and Capital Markets, UiPath, New York, NY

An examination of the Member journey, typical moments of truth, friction points and how operational inefficiencies can have a negative impact on that experience. Discussing methods and approaches for identifying, qualifying and defining automation opportunities to address these operational inefficiencies illustrated through a key case study.

 

10:45 – 11:15 a.m.

NETWORKING BREAK – Visit with Sponsors

11:15 – 11:30 a.m.

PASS TIME TO BREAKOUT SESSIONS

11:30 a.m. – 12:30 p.m.

CTC BREAKOUT SESSIONS

Blockchain and the Digital Revolution

Julie Esser, Chief Experience Officer, CULedger, LLC
Should blockchain be part of your credit union’s digital strategy? The digital revolution is bringing a new and radically different platform for credit unions to take us into the future. Learn how CULedger, a network provider of digital exchange created and owned by credit unions, will fit within your credit union’s digital strategy.


Beyond the Hype - Leveraging AI to Solve Business Problems

Matt Kinney, Founder & CEO, Atando Technologies, Charlotte, NC
Let's move past all the hype around AI and take a more practical approach, focusing on what credit unions can do to solve business problems. We will walk through some compelling, real-world use cases and opportunities that we've found with our credit union clients.



Purple Network Eaters - Cybersecurity Attack & Defense (session does not repeat)

David Anderson, Manager Cybersecurity, CliftonLarsonAllen, Minneapolis, MN
Randy Romes, Principal, Information Security, CliftonLarsonAllen, Minneapolis, MN

This session will demonstrate network attacks from two perspectives: the attacker and the defender. The attacker will demonstrate the steps they go through, from targeting an organization to compromising systems and data exfiltration. The defender will demonstrate how to defend against these attacks. The defensive solutions provided will all be free tools or configurations. Both the attack and defense will follow the cyber kill chain.

 

11:30 a.m. – 12:30 p.m.

O&ME BREAKOUT SESSIONS

Being an Effective Leader: What’s Holding You Back?

Angela Prestil, VP, Business Development, Credit Union National Association, Madison, WI
Congratulations! You’re doing so well in your career! Whether you’re a manager, a vice president, or a chief, you’ve worked hard to get where you are. So why does it feel like you’re stuck? You could be standing in your own way and not even know it. You might have a small flaw – a behavior that you might even consider to be endearing – that’s holding you back. Building on Marshall Goldsmith’s book “What Got You Here Won’t Get You There,” we’ll investigate a series of self-limiting behaviors that can derail people who have otherwise been very successful leaders – and prevent them from moving up further. We’ll also discover ways to overcome your unconscious, annoying habits to attain an even higher level of success. Who knows? By this time next year, you might be joining the CEO Council, too! 


Operational, Finance, and Strategic Insight for Branch Transformation

Cody Willis, Senior Integration Strategist, CFM, Chandler, AZ
Join this session to learn the important roles design, technology, and delivery play in banking transformation, and how connecting them all together drives the biggest impact across the organization. Three key points to be covered: How is the banking industry evolving to address current issues and trends? What designs and technologies are driving the future branch experience? How delivery and culture tie transformation together—and ways to achieve it.


Process Automation: Identifying and Shaping Automation Opportunities to Improve Member Experience

Paul Bruning, Financial Services Leader – North Central US, UiPath, Mason, OH
Amit Kumar, Director, Banking and Capital Markets, UiPath, New York, NY

An examination of the Member journey, typical moments of truth, friction points and how operational inefficiencies can have a negative impact on that experience. Discussing methods and approaches for identifying, qualifying and defining automation opportunities to address these operational inefficiencies illustrated through a key case study.

 

12:30 – 1:30 p.m.

TECHNOLOGY COUNCIL and OPERATIONS & MEMBER EXPERIENCE COUNCIL NETWORKING LUNCH (open to all attendees and sponsors)

1:30 – 1:45 p.m.

PASS TIME TO SESSION

1:45 – 3:15 p.m.

SPEED ROUNDS – Session 2

Join us for the 2nd round of 12 fast paced presentations from top technology companies.

1. Q2 – Q2 Gro – We’ll link from a CU public website to the Q2 Gro Getting Started page. We’ll enter the applicant information using a variety of innovated time savings techniques to make the process quick and easy. We’ll validate that the person’s identity and run the CU’s risk processing in the background. If the applicant is approved, we’ll show a cross-sell offer then help the new member fund her account. Lastly, we’ll help her enroll in digital banking.

2. Allied Solutions – SmartVideo – Are you onboarding and retaining your members online in an individualized, engaging way? Allied Solutions demonstrates SmartVideo – a dynamic, personalized video – delivered via an email marketing campaign and a text (SMS) option to members based on their current lifecycle stage. It's where storytelling meets member data.

3. Newgen Software Inc. – Newgen Digital Account Opening – Newgen’s Online Account Opening solution provides a platform that is intuitive, interactive, and member-friendly. While the solution is smart, comprehensive and simple enough for members to stay on the application, complete it or save for future, it is also flexible to adapt to dynamic market and member needs.

4. Amazon Web Services – Amazon Connect – Amazon Web Services will demo their simple, scalable contact center solution, Amazon Connect. The service demo will showcase how to delight your members by delivering the next generation of customer service experiences through automation and improved first-call-resolution leveraging Artificial Intelligence tool sets.

5. CULedger, LLC – MyCUID – Contact centers prove to be high cost to credit unions. There are two major problems that are related: 1) The time it takes to authenticate a member is long and costly both in hard ($ and time) costs, but also in the impact of the member relationship. 2) Many credit unions see large fraud costs that result from contact center options. The fraud protection measures exacerbate the first major problem. CULedger has two credit unions that are piloting the use of MyCUID in a contact center for high-risk transactions. In addition to the demo, we will be able to share the results the credit unions are experiencing from these pilots.

6. PayverisCU – The MoveMoney PlatformSM – Make it easier for your members to achieve financial wellness by taking the complexity out of digital money movement and management. The PayverisCU Payment Center concept demo shows what’s possible when you combine unified money movement with financial insights to produce frictionless financial wellness.

7. CoNetrix – Tandem – Join Leticia to see how Tandem (by CoNetrix) can save you time when filling out the NCUA’s ACET. The Automated Cybersecurity Examination Tool is something you have to complete every year for your IT Exam. Come see this truly automated version, Tandem Cybersecurity, and try it out for free.

8. Access Softek – Robo-Advisor – Automated Investment Manager for all members: Harnessing robo-advisor technology to increase revenue and grow a younger member base.

9. Sherpa Technologies – ID-Pal – With the shift toward a digital world, more and more members expect solutions at their fingertips. ID-Pal enables businesses to execute the required member due diligence simply, securely, and conveniently. Come see Sherpa Technologies demonstrate ID-Pal and its SaaS+ KYC solution.

10. Temenos – Temenos Infinity Loan Origination – A schoolteacher wants to borrow $5K from his credit union for a Disneyworld family vacation. His credit score isn’t great, but he has a good salary/employment history and a clean credit report. He applies easily through his phone but worries he will be denied. Instantly, his loan is approved! Find out how Temenos Infinity was able to drive such a fast, streamlined and positive experience for this credit union’s newest member.

11. DefenseStorm – DefenseStorm FI CyberFraud – Alex Hernandez, VP of Customer Solutions, will provide an overview of the company's new FI CyberFraud solution. He will demonstrate how DefenseStorm's CyberFraud specialists work with credit unions to monitor for CyberFraud activities, provide assistance in investigations and work with your internal fraud and audit teams to implement an efficient and comprehensive workflow around fraud prevention compliance tasks.

12. Glia – Glia Platform – Dan Michaeli, Co-Founder and CEO of Glia, will show how members can communicate with credit unions seamlessly using chat, audio, video, leveraging CoBrowsing as well as Artificial Intelligence to increase member satisfaction.

3:15 – 3:45 p.m.

NETWORKING BREAK – Visit with Sponsors

3:45 – 4:00 pm

PASS TIME TO SESSION

4:00 – 4:45 p.m.

AWARDS PRESENTATION

Join us as we present the O&ME and Technology Council awards.

6:00 – 7:30 p.m.

NETWORKING RECEPTION at Buddy Guy’s Legends

Contributing Sponsors: Allied Solutions, LLC, ID Analytics, a Symantec company, SMA Technologies, Symitar® and Trellance

We take over the Premier Blues Club in the World – Buddy Guy’s Legends, for a networking reception. Join us for some live Chicago blues, local brews, full bar and magnificent munchies, including Louisiana-style Cajun and soul food.

Catch up with friends, make new connections and follow-up on ideas and conversations from earlier in the day. No additional charge for attendees (guests 21 and over can join for $125).  

 

Time
Session
 
7:00 a.m. – 3:15 p.m.

WELCOME CENTER/EXHIBIT HALL

Conference Registration
Sponsor Displays
Charging Stations
Hydration Stations

7:00 – 8:00 a.m.

BREAKFAST – Visit with Sponsors

8:00 – 8:15 a.m.

CONFERENCE ANNOUNCEMENTS

8:15 – 9:15 a.m.

GENERAL SESSION – ALL IN

Gian Paul Gonzalez, Public Speaker & Motivator, Union City, New Jersey
Gian Paul Gonzalez uses the concept of “ALL IN” to challenge audience members to examine their lives at work, with family and in the community and how they can become fully committed and take it to the next level of commitment. He uses dynamic examples and interactive stories to illustrate his points. Gian Paul outlines the steps that need to be taken to be “ALL IN”. At the start of each session, Gian Paul shows a brief video piece that was shown on national TV about the impact of his ALL IN speech on the N.Y. Giants before they went on to win their last Super Bowl.

9:15 – 9:30 a.m.

PASS TIME TO BREAKOUT SESSIONS

9:30 – 10:30 a.m.

CTC BREAKOUT SESSIONS

Is FinTech Stealing Your Members – How to Win Against the Apps (session repeats)

Lauralee Hites, CEO/Strategy Consultant, Strativize Consulting, Centerville, IN
In 2018, about 61 percent of Americans used digital banking, which is set to rise to 65.3 percent by 2022. In today's digital world, banking members want a quick, easy, and instant solution to pay off debt, invest their money, and save for their future. If members want an app that acts as a financial advisor, they can use Stash. If members want round-up and investing capabilities, they can use Acorn. If they want to do these digital banking solutions, does your credit union support them? If not, it's time to talk about how your credit union can package unique solutions that help you compete with FinTech.


Fundamentals of Running an ITIL Organization (session does not repeat)

William Berger, The BergerMan, Corona, CA
Think you know ITIL?  If you are willing to be engaged; to have your preconceived ideas challenged or confirmed; if you want to be motivated into action; then you do not want to miss this break out session. The BergerMan’s Fundamentals of Running an ITIL Based Organization will help you to recognize what success in an IT Organization looks like.


2 Birds, 1 Feeder: Small Changes with Big Impacts (session does not repeat)

Adam Dzyacky, Senior Cloud Operations Engineer, BCU, Vernon Hills, IL
Prioritizing and identifying automation opportunities. Teams of 100 or 1 can produce small changes with big impacts. Everyone wants big wins, maximum ROI, and results. But what if when it came to automation, it was attention the little things that mattered the most? In this session, topics with specific use cases and examples will be shown.

9:30 – 10:30 a.m.

O&ME BREAKOUT SESSIONS

What’s New in Payments? (session repeats)

Amy Smith, AAP, CAE, VP/Executive Director, The Clearing House Payments Authority, Troy, MI
The news of payments innovation, product launches and fintech mergers seems to be coming daily. With all of the activity and focus on faster and smarter payment solutions, how can you keep up? Join us for this session that addresses the trends in the payments arena and offers clarity around what matters now. Attendees will learn the importance of having a payments strategy and what their best next steps will be.


The Reality of Branch Transformation (session repeats)

Jamie Applequist, Chief Administrative Officer, State Employees CU, Raleigh, NC
Daniel Parsons, VP Branch Operations, Baxter CU, Vernon Hills, IL
Michelle Spellerberg, VP Digital Strategy & Innovative Growth, Alliant CU, Chicago, IL
Moderator: Cody Willis, Integration Strategist, CFM, Chandler, AZ

Everyone wants to know the perfect branch design. What works, what doesn’t work, and what you would change in hindsight.  Come join this interactive discussion of various branch models including traditional, consultative cashless with minimal staffing, and complete self-service.  Learn firsthand, from some of the top performing credit unions, on what decisions led to these models.


Passion, Purpose, and Employee Engagement (session does not repeat)

Michelle Grabicki, SVP Corporate Culture, Numerica CU, Spokane Valley, WA    
Organizations with a strong culture of meaningful work and deep engagement retain more talent and see higher profits. This session will equip you to be the spark in your credit union. Unleash the potential in your team and sustain an engaged workforce.

10:30 – 11:00 a.m.

NETWORKING BREAK – Visit with Sponsors

11:00 – 11:15 a.m.

PASS TIME TO BREAKOUT SESSIONS

11:15 a.m. – 12:15 p.m.

CTC BREAKOUT SESSIONS

Is FinTech Stealing Your Members – How to Win Against the Apps    
                
Lauralee Hites, CEO/Strategy Consultant, Strativize Consulting, Centerville, IN
In 2018, about 61 percent of Americans used digital banking, which is set to rise to 65.3 percent by 2022. In today's digital world, banking members want a quick, easy, and instant solution to pay off debt, invest their money, and save for their future. If members want an app that acts as a financial advisor, they can use Stash. If members want round-up and investing capabilities, they can use Acorn. If they want to do these digital banking solutions, does your credit union support them? If not, it's time to talk about how your credit union can package unique solutions that help you compete with FinTech.


Cloud Migration Journey: Credit Union Case Study (session does not repeat)

Gregg Tushaus, President, Emergifi, Muskego, WI
The presenter will share a credit union cloud migration journey transforming an organization technical culture from one focused on costly and time-consuming maintenance activities (like maintaining servers) to high-value, strategic activities that create opportunities, empower innovation, and drive business results. Learn how digital transformation and cloud migration delivers or enhances resiliency, collaboration, efficiency, productivity, and agility. Technology enables credit unions to operate more efficiently and better serve members.


Becoming a Better Technology Leader by Being a Better Business Leader – A Panel Discussion (session does not repeat)

Samantha Amburgey, CIO Michigan State University FCU, Lansing, MI
Sharon Moseley, SVO/CIO, Kinecta CU, Manhatten Beach, CA
Rudy Pereira, President & CEO, Premier America CU, Chatsworth, CA 
   
Today’s technology leaders are capable of deploying current and emerging technologies within their organizations.  However, successful technology leaders also understand their organizational drivers and member/employee expectations, and how technology will enable them just ahead of business needs.  This panel of technology leaders will share how the combination of both technology and business acumen has contributed to the success of their credit unions, technology organizations, and overall careers.

11:15 a.m. – 12:15 p.m.

O&ME BREAKOUT SESSIONS

What’s New in Payments?

Amy Smith, AAP, CAE, VP/Executive Director, The Clearing House Payments Authority, Troy, MI
The news of payments innovation, product launches and fintech mergers seems to be coming daily. With all of the activity and focus on faster and smarter payment solutions, how can you keep up? Join us for this session that addresses the trends in the payments arena and offers clarity around what matters now. Attendees will learn the importance of having a payments strategy and what their best next steps will be.


The Reality of Branch Transformation

Jamie Applequist, Chief Administrative Officer, State Employees CU, Raleigh, NC
Daniel Parsons, VP Branch Operations, Baxter CU, Vernon Hills, IL
Michelle Spellerberg, VP Digital Strategy & Innovative Growth, Alliant CU, Chicago, IL
Moderator: Cody Willis, Integration Strategist, CFM, Chandler, AZ

Everyone wants to know the perfect branch design. What works, what doesn’t work, and what you would change in hindsight.  Come join this interactive discussion of various branch models including traditional, consultative cashless with minimal staffing, and complete self-service.  Learn firsthand, from some of the top performing credit unions, on what decisions led to these models.


Staffing Models for Contact Center with Changing Technology (session does not repeat)

Tyler Dowd, Director Contact Center, BCU, Vernon Hills, IL
Robyn Galtieri, VP Retail Services, STCU, Liberty Lake, WA

When is it the right time to hire your next agent, change your staffing model, move to a digital branch or add automated technology for self-service options? Workforce management plays a critical role in every contact center. Successful contact center operations depend on getting the right number of agents for each period of the day to answer incoming contacts while accomplishing two objectives – meeting/exceeding service levels and minimizing costs. There is also no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. Join us for a discussion of contact center best practices and technology trends in an ever-changing landscape to better position the contact center of tomorrow.

12:15 – 1:30 p.m.

TECHNOLOGY COUNCIL and OPERATIONS & MEMBER EXPERIENCE COUNCIL MEMBERSHIP LUNCH (open to all attendees and sponsors)

Join us for the CUNA Technology and Operations & Member Experience Council Membership Lunch. Your chairs, Chris Saneda and Heather Lally - Voigt, will provide an update of the Council activities throughout the past year.

1:30 – 1:45 p.m.

PASS TIME TO BREAKOUT SESSIONS

1:45 – 2:45 p.m.

CTC BREAKOUT SESSIONS

Making Cents of Cybersecurity Risk (session repeats)

Randy Lindberg, Founder & CEO, Rival Data Security, Cheney, WA
For many years IT risk assessment has been required by regulators and highlighted in security best practices. But there has been very little prescriptive guidance for measuring and communicating risk in a way that makes sense to the Board of Directors. Join us to learn the importance of using cybersecurity risk assessment as a decision-making tool. Also learn how to properly measure and communicate cybersecurity risk in financial terms that make sense to executives and Board of Directors. The speaker will demonstrate a simplified model for assessing and managing cybersecurity risk and provide credit union specific examples of cybersecurity risk measurement.


The Questions a Regulator Will Ask You After a Data Breach – A Panel Discussion (session does not repeat)

Jacqueline Connor, Attorney, Federal Trade Commission, Washington, DC
Chris Cronin, Principal, HALOCK Security Labs, Schaumberg, IL
Bill Podborny, CISO, Alliant CU, Chicago, IL    
        
Federal regulators, including NCUA, increasingly urge organizations to use risk analysis to determine whether security controls are reasonable. However, regulators are restrained from describing how risk analysis should work. During this session we will show how organizations can use Duty of Care Risk Analysis to demonstrate whether security controls and risks are reasonable, and to do so in a way that supports management objectives, regulatory requirements, and information security disciplines.


What is a Technology Assessment? (session does not repeat)

Loretta Weller-Mowers, Strategic Digital Consultant, CU Engage, San Diego, CA
The process of performing a technology assessment will establish the baseline of the credit union’s technology environment. What does a technology assessment encompass? When should I have a technology assessment performed? Are there different types of technology assessments? What are the benefits of a technology assessment? A technology assessment is the first place to start when developing a strategic technology plan. Department efficiencies will be uncovered as well as user satisfaction during a technology assessment. We will share some lessons learned and tips for performing a technology assessment.

1:45 – 2:45 p.m.

O&ME BREAKOUT SESSIONS

Making the Most Out of Data (session repeats)

Jennifer Addabbo, Co-Founder/Partner, CU Engage, Tampa, FL
Data: we hear about it all the time, but what are we actually doing with it? How do you define data? Join CU Engage as we focus on small changes that have a big impact on your credit union. Learn what to look for in your own data, how to build an analytics strategy, and lay out a game plan for change today.  Learn what data to look for, build your own analytics strategy, and create a game plan with small changes that have a lasting impact.


Human Centric Design (session repeats)

Solstice, Chicago, IL
Our members demand different and new approaches.  As we think about developing products and services for our members, we need to first step back and reexamine our approach.  Join this session where the relevant topic of how our credit unions can use Human Centered Design principles to accelerate the “idea-to-value equation”.  We’ll learn how Human Centered Design is different from typical Process Design and the value we expect to see by using this technique. Attendees will participate in a short exercise on how to interview/conduct a Human Centered Design session to make this session actionable and have you walk away with new tools and thinking!


What’s Hot in the Regulatory World (session does not repeat)

Jared Ihrig, Chief Compliance Officer, Credit Union National Association, Washington, DC
Andy Vanderhoff, CEO/Founder, Quantivate, Woodinville, WA

In the fast-paced environment credit unions are operating in today, compliance is everyone’s responsibility. Yet, it’s overwhelming to keep track of the extent of these changes and how they impact operations. ADA lawsuits, Telephone Consumer Protection Act requirements, handling member complaints, navigating NCUA and state supervisory requirements, meeting examination expectations and implementing new laws and regulatory changes – the list goes on and on! Here is the good news: Your credit union can have confidence in CUNA’s compliance information and resources. During this session, you’ll hear about the latest regulatory and compliance concerns that credit unions are experiencing. Plus, we will demonstrate how your credit union can take advantage of the latest in compliance technology to ease the regulatory burden associated with these compliance issues.

2:45 – 3:15 p.m.

NETWORKING BREAK - Sponsor Prize Drawings

3:15 – 4:15p.m.

CTC BREAKOUT SESSIONS

Making Cents of Cybersecurity Risk

Randy Lindberg, Founder & CEO, Rival Data Security, Cheney, WA
For many years IT risk assessment has been required by regulators and highlighted in security best practices. But there has been very little prescriptive guidance for measuring and communicating risk in a way that makes sense to the Board of Directors. Join us to learn the importance of using cybersecurity risk assessment as a decision-making tool. Also learn how to properly measure and communicate cybersecurity risk in financial terms that make sense to executives and Board of Directors. The speaker will demonstrate a simplified model for assessing and managing cybersecurity risk and provide credit union specific examples of cybersecurity risk measurement.


Public, Private, and Hybrid Cloud Strategies (session does not repeat)

Xerex Bueno, Sr. Solutions Architect, Pure IT Credit Union Services, Cypress, TX
As your members continue to consume new technologies, regardless of locality, credit unions need to find new and innovative technology to meet the member where they are. One way an IT department can help deliver value in helping to meet this business objective is by breaking the traditional cycles of break-fix and reduce costly and lengthy upgrades which can have significant impact to the credit union. Creating a technology infrastructure driven through policy and automation (i.e. private cloud) will allow you to focus more time and energy on working with the business to accomplish strategic goals through the use of an agile technology platform. This new platform, or private cloud, can then be extended to consume additional public cloud technologies to further increase the speed and resiliency used to improve on service delivery. This session will illustrate some of the abilities that both private and public cloud can deliver and will provide some use-cases where cloud makes sense, and where it may not bring as much value.


Managing the Speed of Change – A Panel Discussion (session does not repeat)

Aaron Beldner, EVP/CIO, FirstLight FCU, El Paso, TX
Nick Horak, VP IT, TFCU, El Paso, TX
Kurt T. Schmidt, VP of Information Technology, Capital Credit Union, Bismarck, ND

How are small to medium credit union IT departments handling the fast-paced world of technology, security and regulatory changes while looking forward to the future? The panel will also look at how they process change and how to overcome obstacles of the change process.  The obstacles can include cost, education, and member or employee resistance.

3:15 – 4:15p.m.

O&ME BREAKOUT SESSIONS

Making the Most Out of Data

Loretta Weller-Mowers, Strategic Digital Consultant, CU Engage, San Diego, CA
Data: we hear about it all the time, but what are we actually doing with it? How do you define data? Join CU Engage as we focus on small changes that have a big impact on your credit union. Learn what to look for in your own data, how to build an analytics strategy, and lay out a game plan for change today.  Learn what data to look for, build your own analytics strategy, and create a game plan with small changes that have a lasting impact.


Human Centric Design

Solstice, Chicago, IL
Our members demand different and new approaches.  As we think about developing products and services for our members, we need to first step back and reexamine our approach.  Join this session where the relevant topic of how our credit unions can use Human Centered Design principles to accelerate the “idea-to-value equation”.  We’ll learn how Human Centered Design is different from typical Process Design and the value we expect to see by using this technique. Attendees will participate in a short exercise on how to interview/conduct a Human Centered Design session to make this session actionable and have you walk away with new tools and thinking!


How to Attract and Retain More Business Members (session does not repeat)

Jim Hanson, Principal, JDH Consulting LLC, Tucson, AZ
The importance of and how to develop competent, professional member facing reps to conduct high quality profiling conversations with business members to uncover and solve for unmet needs. Closing the back door and member retention: Share of wallet (X-sell) and executing an effective SLA strategy (Service Level Agreement), beating big banks at their own game, establishing a proactive and engaged culture around business services in your branches.

 

Evening – ON YOUR OWN

Time
Session
 
8:00 – 8:30 a.m.

BREAKFAST

8:30 – 9:30 a.m.

GENERAL SESSION – Your Artificial Intelligence is Only as Good as Your Data Analytics

John Best, CEO, Best Innovation Group, Colorado Springs, CO
John will discuss the relationship between data and artificial intelligence, machine learning, and expert programming. This will include real life examples of data that would be used for future Artificial intelligence model.

 

9:30 – 9:45 a.m.

BREAK

9:45 – 10:45 a.m.

CLOSING SESSION – Teamwork: The Power of Partnerships

The Passing Zone, Los Angeles, CA
Jon and Owen don't just talk about teamwork—they DO it. The Passing Zone shows your people how to be a high-performance team. It takes trust, cooperation, communication and practice. Chainsaws fly through the air, audience members become part of the team, and your group will laugh, gasp and wipe tears from their eyes during this hilarious keynote from one of America's most dynamic performing duos.

10:45 – 11:00 a.m.

CLOSING REMARKS