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20th Annual CUNA Operations & Member Experience Council Conference

The Arizona Biltmore | Phoenix, AZ | October 1 – 4, 2017

Agenda

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Time
Session
 
8:30 a.m. – 7:30 p.m.

CONFERENCE REGISTRATION

Join us in our efforts this year to raise money for CU4Kids, Children’s Miracle Network Hospitals. We will be selling raffle tickets throughout our event for a chance to win some great prizes. Tickets will be 5 for $20. Be one of the first to get your ticket when you check in at the conference registration desk on Sunday, October 1st. Your donations for this fundraising effort will be presented to the local Children’s Miracle Network hospital on Wednesday, October 4th. Raffle tickets will be sold at the Welcome Center through 3:15 p.m. on Tuesday with the drawing taking place at 4:15 p.m. in the General Session Room.

9:00 a.m. – Noon

PRE-CONFERENCE WORKSHOP – THE IDEATION CENTER at DBSI (off site)

Includes Continental Breakfast. Bus Departs at 8:15 a.m.

Seeing is Believing: An Immersive Strategy Workshop for Transforming the Branch to Captivate your Members Attention

Ready to turn branch transformation how? into wow!? Celent research shows 81% of banking executives consider branch channel optimization an imperative, yet only 1 in 10 have a clear vision of what a solid strategy looks like.

Stop trying to simply “read” about innovative ideas when you can come “experience” what the branch of the future means for your financial institution at the Ideation Center AKA The Banker’s Playground.  A place that has inspired thousands of banking executives to cut through the clutter and bring their visions to life, you’ll spend your day learning and interacting with designs, sensory experiences, and technologies that align with where the branch is headed, along with research-based advice, trends and insight into how your peers are doing in their efforts. 

1:00 – 3:00 p.m.

COO EXCHANGE

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 45 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

4:30 – 4:45 p.m.

CHILDREN’S MIRACLE NETWORK INTRODUCTION

We will be having a fundraising effort throughout the conference and a check will be presented to the local Children’s Miracle Network hospital on Wednesday morning. Meet some of the local kids. You will also have a chance to win some great prizes by buying raffle tickets.

4:45 – 5:45 p.m.

KEYNOTE ADDRESS – Crossing the Generational Divide: Unlocking the Power of Generations to Grow Your Business

Jason Dorsey, Chief Strategy Officer, The Center for Generational Kinectics, Austin, TX

We work in a time of unprecedented generational challenge and change. Four generations in the workforce. Five generations in the marketplace. And making matters worse, there is a tremendous amount of misinformation around generational differences. What we know for a fact: Strategies that work for one generation can be a complete turn-off for others. This generational divide makes your job more difficult and more important than ever.

In this provocative presentation, bestselling author Jason Dorsey exposes new generational truths that directly impact leaders like you. Jason shares surprising data, firsthand stories, and step-by-step actions. You can rely on these actions to drive communication, engagement, recruiting, and more.

Arrive early because you want to hear why Gen Y doesn’t like vowels and the one tool Baby Boomers never leave home without. You’ll also instantly discover why Jason Dorsey has earned 1,000 standing ovations and been featured on 60 Minutes, 20/20, and The Today Show.

5:45 - 7:30 p.m.

WELCOME RECEPTION – Meet your Sponsors

Join us for the opening welcome reception directly following our keynote speaker, Jason Dorsey.  This is a great time to meet up with old friends and make some new ones.  Our 90+ sponsors will also be on hand showcasing their latest products. There will be plenty of food and beverage available.

 

Time
Session
 
7:00 a.m. - 4:30 p.m.

WELCOME CENTER

Conference Registration
Sponsor Area
Internet Café
Charging Stations

Join us in our efforts this year to raise money for CU4Kids, Children’s Miracle Network Hospitals. We will be selling raffle tickets throughout our event for a chance to win some great prizes. Tickets will be 5 for $20. Be one of the first to get your ticket when you check in at the conference registration desk on Sunday, October 1st. Your donations for this fundraising effort will be presented to the local Children’s Miracle Network hospital on Wednesday, October 4th. Raffle tickets will be sold at the Welcome Center through 3:15 p.m. on Tuesday with the drawing taking place at 4:15 p.m. in the General Session Room.

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.

9:30 – 9:45 a.m.

Pass Time to Breakout Sessions

9:45 - 10:45 a.m.

Three Reasons Your Managers Don't Coach -- And What To Do About It! (session repeats)

Tim Hagen, Founder, Progress Coaching, Cedarberg, WI

As leaders, we expect our managers to coach their staff to produce greater results, provide better service and achieve higher levels toward whatever goals we set for their team. Our managers agree that they need to coach their staff to achieve their goals. So why aren’t they all jumping at the chance to coach? Why aren’t we seeing the strong coaching culture we expect? There are a wide variety of reasons managers don’t or won’t coach their staff. It boils down to three main issues that we’ll investigate – and discover solutions for! – during this session.

 

9:45 - 10:45 a.m.

CU Awareness Initiative (session repeats)

Michelle Hunter, SVP, Credit Union of Southern California, Anaheim, CA Steve Langley, SVP/CRO, Schools Financial CU, Sacramento, CA

During this session, you’ll be presented up-to-the-second consumer research on what consumers know – and don’t know – about credit unions, the latest trends in consumer preferences for financial services, and how a group of credit union leaders is working to leverage this information to create top-of-mind consumer awareness of the credit union category in financial services. For the past few months, the Creating Awareness Advisory Group, a cross-section of credit union leaders and marketers from across the industry, has embarked on an effort to define the credit union category at the highest level in order to clarify the industry in the minds of consumers.

 

9:45 - 10:45 a.m.

How is the Branch Environment Still Relevant in the Digital Age? (session does not repeat)

Anthony Burnett, Customer Experience Director, LEVEL 5, Atlanta, GA
Linda Fedrick, VP Member Relations, ABECU, St. Louis, MO
Kim Potokar, Senior National Manager, Branch Sales & Service, Alliant CU, Chicago, IL
Moderator: Kevin Roland, Director Delivery Channels, FedChoice FCU, Lanham, MD


As the digital age continues to strive, so do the many theories on what a suitable branch environment should be.
Please join our panelist and hear of different branch perspectives- physical branch intensive, digital intensive,
and a combination of both. This information, along with an industry perspective, sets the stage for an engaging session.

 

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.

Three Reasons Your Managers Don't Coach -- And What To Do About It!

Tim Hagen, Founder, Progress Coaching, Cedarberg, WI

As leaders, we expect our managers to coach their staff to produce greater results, provide better service and achieve higher levels toward whatever goals we set for their team. Our managers agree that they need to coach their staff to achieve their goals. So why aren’t they all jumping at the chance to coach? Why aren’t we seeing the strong coaching culture we expect? There are a wide variety of reasons managers don’t or won’t coach their staff. It boils down to three main issues that we’ll investigate – and discover solutions for! – during this session.

 

11:30 a.m. – 12:30 p.m.

CU Awareness Initiative

Michelle Hunter, SVP, Credit Union of Southern California, Anaheim, CA Steve Langley, SVP/CRO, Schools Financial CU, Sacramento, CA

During this session, you’ll be presented up-to-the-second consumer research on what consumers know – and don’t know – about credit unions, the latest trends in consumer preferences for financial services, and how a group of credit union leaders is working to leverage this information to create top-of-mind consumer awareness of the credit union category in financial services. For the past few months, the Creating Awareness Advisory Group, a cross-section of credit union leaders and marketers from across the industry, has embarked on an effort to define the credit union category at the highest level in order to clarify the industry in the minds of consumers.

 

11:30 a.m. – 12:30 p.m.

The Future of Performance Evaluations (session does not repeat)

Spencer Park, Deseret First CU, Salt Lake City, UT

The session will review what you need to know about switching from annual performance evaluations to shorter monthly employee reviews. The speaker will review what he has learned as DFCU has made this transition.

 

12:30 – 1:30 p.m.

NETWORKING LUNCH (Open to all Operations & Member Experience attendees and Operations & Member Experience sponsors)

Join your fellow O&ME Council peers and sponsors for a great networking opportunity. Help yourself to a great buffet and join a table for some lively conversation.

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 11 fast paced presentations from top technology companies.

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 all of the Operations & Member Experience and Technology Council awards.

6:00 p.m.

SOCIAL EVENT – Casino Night = FUN!

Join us for our ever-popular Casino Night!  We will have all your favorite games along with lots of food and beverages. Plus, stay until the end and have a chance to win some fantastic prizes! There will be ample opportunities to network with your conference sponsors and attendees. Adult guests may join you at this event. There is a charge of $75 for each guest.  

Time
Session
 
7:00 a.m. - 3:15 p.m.

WELCOME CENTER

Conference Registration
Sponsor Area
Internet Café
Charging Stations

Join us in our efforts this year to raise money for CU4Kids, Children’s Miracle Network Hospitals. We will be selling raffle tickets throughout our event for a chance to win some great prizes. Tickets will be 5 for $20. Be one of the first to get your ticket when you check in at the conference registration desk on Sunday, October 1st. Your donations for this fundraising effort will be presented to the local Children’s Miracle Network hospital on Wednesday, October 4th. Raffle tickets will be sold at the Welcome Center through 3:15 p.m. on Tuesday with the drawing taking place at 4:15 p.m. in the General Session Room.

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 – Charting the Future of Financial Services Technology

Mark Sievewright, Founder & CEO, Sievewright & Associates, Medfield, MA

A transformation is underway in the U.S. financial services industry that will have a profound impact on how participants do business, how they strategize about their futures and how they collaborate around products, service and information.

During this session, Mark will highlight how the financial services business model is changing; how new entrants are disrupting the industry though innovation; how technology is changing the nature of financial services delivery and distribution; and, how demographic shifts require financial firms to adapt their cultures and value propositions to gain market share.

9:15 – 9:30 a.m.

Pass Time to Breakout Sessions

9:30 – 10:30 a.m.

Effective and Successful Teams (session repeats)

Scott Voland, CEO, The Voland Group, Lubbock, TX
Chris Wheatley, Connections Project Administrator, Numerica CU, Spokane Valley, WA


There are teams, and then there are Dream Teams. Leaders who crack the code enjoy higher levels of engagement and productivity. In this interactive session, you’ll explore the various dimensions of successful teamwork: How Dream Teams are different; The cultural components of high-performing teams; The leadership skills required to manage a team of top performers.

9:30 – 10:30 a.m.

Sales Culture vs. Service Culture – What Drives Better Results? (session repeats)

Rod Snyder, AVP Sales & Branch Development, Red Canoe CU, Longview, WA
Melissa Hanes, Learning and Development Director, Blue FCU, Cheyenne, WY


Credit union cultures thrive for different reasons. Some cultures lead with sales while others lead with service. Whether through coaching, training, or support from the top, this session will outline the elements that drive both successful sales and successful service cultures at two high-functioning credit unions.

9:30 – 10:30 a.m.

Advancements in Analytics (session repeats)

Jen Underwood, Founder, Impact Analytix, LLC, Tampa, FL

In this session, we will explore the advancements happening in analytics. We discuss key transformational trends, explore "blue ocean" opportunities in a new world of data, and inspire you to try something new. Topics include but are not limited to Automation, Predictive and Prescriptive Analytics, Artificial Intelligence, Internet of Things, Real-Time, Big Data, Cloud and Immersive Experiences. Don’t miss the demos in this thought-provoking session to apply the latest innovations!

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.

Effective and Successful Teams

Scott Voland, CEO, The Voland Group, Lubbock, TX
Chris Wheatley, Connections Project Administrator, Numerica CU, Spokane Valley, WA


There are teams, and then there are Dream Teams. Leaders who crack the code enjoy higher levels of engagement and productivity. In this interactive session, you’ll explore the various dimensions of successful teamwork: How Dream Teams are different; The cultural components of high-performing teams; The leadership skills required to manage a team of top performers.

11:15 a.m. – 12:15 p.m.

Sales Culture vs Service Culture – What Drives Better Results?

Rod Snyder, AVP Sales & Branch Development, Red Canoe CU, Longview, WA
Melissa Hanes, Learning and Development Director,  Blue FCU, Cheyenne, WY


Credit union cultures thrive for different reasons. Some cultures lead with sales while others lead with service. Whether through coaching, training, or support from the top, this session will outline the elements that drive both successful sales and successful service cultures at two high-functioning credit unions.

11:15 a.m. – 12:15 p.m.

Advancements in Analytics

Jen Underwood, Founder, Impact Analytix, LLC, Tampa, FL

In this session, we will explore the advancements happening in analytics. We discuss key transformational trends, explore "blue ocean" opportunities in a new world of data, and inspire you to try something new. Topics include but are not limited to Automation, Predictive and Prescriptive Analytics, Artificial Intelligence, Internet of Things, Real-Time, Big Data, Cloud and Immersive Experiences. Don’t miss the demos in this thought-provoking session to apply the latest innovations!

 

12:15 – 1:15 p.m.

MEMBERSHIP LUNCH (Open to all Operations & Member Experience attendees and Operations & Member Experience sponsors)

Join us for the CUNA Operation & Member Experience Membership Lunch.  Your chair, Greg Inman, will provide an update of the O&ME activities throughout the past year.

 

1:15 – 1:30 p.m.

Pass Time to Breakout Sessions

1:30 – 2:30 p.m.

Practical Tools for Process Improvement (session repeats)

Ryan Myers, Director, Cornerstone Advisors, Scottsdale, AZ
Ryan Brogan, Sr. Consultant, Cornerstone Advisors, Scottsdale, AZ


Process improvement is not just a methodology – it’s a mentality. Cornerstone Advisors will share pragmatic tips to identify opportunities, design enhancements, and GET STUFF DONE! Rather than buzzwords and theory, this session will focus on practical methods, rules, and tools that create habits and instill a process improvement mentality in your credit union.

1:30 – 2:30 p.m.

The Value of Journey Mapping (session does not repeat)

Norman Buchanan, 1st VP Member Experience, Alliant CU, Chicago, IL
Stephanie Como, Division Project Manager, SchoolsFirst FCU, Tustin, CA
Kathy Cumberworth, VP Corporate Sales Manager, Seven Seventeen CU, Warren, OH
Kelly Hofheins, VP Member Experience, Mountain America CU, West Jordan, UT


Member Journey Mapping is an engaging, collaborative process used to map out a particular experience from the member’s point of view, identifying pain points, and design new processes with the goal of creating seamless member experience at every “touch point” of the journey.  Learn from a panel about the role member journey mapping has at their credit union and the value it has brought to both the organization and membership.

 

1:30 – 2:30 p.m.

Leveraging Technology to Enhance the Consumer Experience (session repeats)

Chris Warwick, VP Consumer Marketing & Program Design, Kasasa, Austin, TX     
           
With 17% of consumers switching banks, and majority of them being Millennials, how can community banks entice them to their institution? In this session, Kasasa will share important insights into how consumers make purchase decisions and which products they want to buy. Learn how to engage with them and develop a marketing strategy that cuts through the clutter, deliver results and stretch dollars further.

In this session, the following will be discussed:  Ways that integrated marketing can increase your ROI; The right and wrong ways to implement marketing automation;  Strategies that community financial institutions should use to improve their targeting.

2:30 – 3:00 p.m.

NETWORKING BREAK – Sponsor Prize Drawings

3:00 – 3:15 p.m.

Pass Time to Breakout Sessions

3:15 - 4:15 p.m.

Practical Tools for Process Improvement

Ryan Myers, Director, Cornerstone Advisors, Scottsdale, AZ
Ryan Brogan, Sr. Consultant, Cornerstone Advisors, Scottsdale, AZ


Process improvement is not just a methodology – it’s a mentality. Cornerstone Advisors will share pragmatic tips to identify opportunities, design enhancements, and GET STUFF DONE! Rather than buzzwords and theory, this session will focus on practical methods, rules, and tools that create habits and instill a process improvement mentality in your credit union.

3:15 - 4:15 p.m.

How Real Time Engagement Drives Credit Unions’ Success (session does not repeat)

Melanie Gillen, Director Capability Leader, CUNA Mutual Group, Madison, WI

Disengaged employees cost your credit union money. Nearly 70% of US employees report that they are not engaged or are actively disengaged at work.1 With disengagement costing US employers $550 billion per year, having engaged employees is imperative for your credit union’s success.2 Join us as we explore how real time engagement tools and the use of game mechanics are being used across the globe to motivate employees with metrics that matter while boosting morale and driving results. You’ll learn how leaders use engagement tools for frequent and proactive recognition, training and coaching discussions. We’ll also share lessons learned from four large credit unions on how they improved their feedback, focus, and fun with game mechanics and generated non-interest income along the way.

 

3:15 - 4:15 p.m.

Leveraging Technology to Enhance the Consumer Experience

Chris Warwick, VP Consumer Marketing & Program Design, Kasasa, Austin, TX
                
With 17% of consumers switching banks, and majority of them being Millennials, how can community banks entice them to their institution? In this session, Kasasa will share important insights into how consumers make purchase decisions and which products they want to buy. Learn how to engage with them and develop a marketing strategy that cuts through the clutter, deliver results and stretch dollars further.

In this session, the following will be discussed:  Ways that integrated marketing can increase your ROI; The right and wrong ways to implement marketing automation;  Strategies that community financial institutions should use to improve their targeting.

4:15 p.m.

Raffle Ticket Drawing

Join us in our efforts this year to raise money for CU4Kids, Children’s Miracle Network Hospitals. We will be selling raffle tickets throughout our event for a chance to win some great prizes. Tickets will be 5 for $20. Be one of the first to get your ticket when you check in at the conference registration desk on Sunday, October 1st. Your donations for this fundraising effort will be presented to the local Children’s Miracle Network hospital on Wednesday, October 4th. Raffle tickets will be sold at the Welcome Center through 3:15 p.m. on Tuesday with the drawing taking place at 4:15 p.m. in the General Session Room.

EVENING – On Your Own

Time
Session
 
8:00 a.m. – 11:00 a.m.

WELCOME CENTER

8:00 – 8:30 a.m.

BREAKFAST

8:30 – 8:45 a.m.

Presentation to Children’s Miracle Network – CU4Kids

8:45 – 9:45 a.m.

GENERAL SESSION – How to Drive Results from Your Data Analytics

John Best, CEO, Best Innovation Group, Denver, CO

Data Analytics, everyone agrees that you need it? But what do you do with it once you have it? Join John as he discusses 3 specific examples of using data from data analytics to improve your credit unions performance.

 

9:45 – 10:00 a.m.

BREAK

10:00 – 11:00 a.m.

CLOSING SESSION – The Psychology of Illusion – Perspective

Vinh Giang, Entrepreneur, Keynote Speaker, Magician

Vinh presents the audience with a magic performance and invites them to offer their solutions as to how it was done. In going through this process, the audience learns quickly that perspective is the key to solving any problem. After all, magic is just a problem that your attendees do not have the solution to. While they may appear complicated, magic tricks are problems specifically designed with no solution. By getting a small insight into how to solve magic tricks, imagine the clarity your attendees will take into the other problems in their business and personal lives. “All it takes is a different vantage point to navigate through the most complex of mazes.” Vinh Giang

11:00 – 11:15 a.m.

CLOSING REMARKS