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17th Annual CUNA OpSS Council Conference

2014 Mandalay Bay Resort & Casino | Las Vegas, NV | September 21-24

Agenda

Time
Session
 
10:00 a.m. – 7:30 p.m.

CONFERENCE REGISTRATION OPENS

Noon – 3:00 pm

Folding Time™: Achieve Twice As Much in Half the Time

PRECONFERENCE WORKSHOP (Additional charge of $165 for Council members and $205 for non-members)

Neen James, Productivity Expert and Thought Leader, Doylestown, PA

You don’t have time to do everything you only have time to do everything that matters! If we can get clear about those activities that make the biggest difference to our productivity we can get more done in less time and free ourselves up to get on with whatever else we choose.

Never underestimate the freedom to choose what you work on. By ridding ourselves of obligation, poor work methods or egocentric practices we can get more done in less time. Often our work is an ‘unconscious doing’ rather than a ‘conscious choosing’. If you need more hours in the day, work back after everyone has gone home, or find yourself taking work home almost every day then you may be stuck in a productivity trap – this workshop is for you.

3:15 – 4:00 p.m.

FIRST-TIME ATTENDEE ORIENTATION

4:15 – 4:30 p.m.

WELCOME AND OPENING REMARKS

Belinda Caillouet, Chief Operations and Information Officer, STCU and Chair, CUNA Technology Council     

Steve Langley, VP Sales and Service, Travis CU, and Chair, CUNA Operations, Sales, and Service Council

4:30 – 5:30 p.m.

Kill the Company: End the Status Quo, Start an Innovation Revolution

Lisa Bodell, CEO, futurethink, New York, NY

Winning innovators embrace change – do you? What holds you back from better innovating, every day? In too many organizations, we’re stuck in the land of status quo. We’ve forgotten how to think differently, and lack the simple tools to solve problems creatively. The very structures put in place to help organizations grow are now holding us back. So, it’s time to Kill the Company! This keynote is an inspirational call to arms: to start a revolution in how we think and how we work.

The key lesson of this Keynote: if we want people to approach change differently, we have to change our approach. You will learn how simplification lets us achieve more and better innovate. This can reignite critical aptitudes such as curiosity, inquiry, creative problem solving, and more.

Lisa will introduce tangible ways to ignite innovation through the dynamic yet simple exercises in the Kill the Company Toolkit, including Kill a Stupid Rule, Killer Queries, Impossible to Possible, and many more. You will leave this Keynote with ways to eliminate needless complexity with simple, inspiring ways to make innovation happen now!

5:30 - 7:30 p.m.

WELCOME RECEPTION – Meet your Sponsors

Time
Session
 
7:15 a.m. – 4:30 p.m.

WELCOME CENTER OPEN

Conference Registration

Sponsor Displays

Internet Café

7:15 - 8:15 a.m.

BREAKFAST – Visit with Sponsors

8:15 - 9:15 a.m.

Connecting the Member Experience to Retained, Repeated and Referred Business through Behavioral Measurement, Metrics, Insight

BREAKOUT SESSION

Rhonda Sheets, President, Support Financial Resources, Centerville, OH

The objective of this session is to provide credit unions with the necessary framework for achieving optimized organizational performance which leads to sustained sales and service results, member loyalty and increased revenue growth and profitability.

The EXPerience to Results Model™ will highlight the key organizational components needed and how each component, connected together, impacts the entire organization, from the core to the member experience, with performance optimization at the center.  In addition, an actionable roadmap demonstrates how behavioral level measurement and advanced metrics, along with actionable insight, plus results-proven coaching disciplines, creates accountability and empowers the credit union to achieve consistent and sustained organizational performance.

8:15 - 9:15 a.m.

What Drives Member Rage?

BREAKOUT SESSION (session repeats)

Mary Murcott, President, Dialog Direct Customer Experience Institute, Fort Worth, TX

As a member-owned financial cooperative, the last thing we want is for a member to have a customer experience putting them on the brink of “rage.”  How do we measure, monitor and prevent such incidents?  What customer experience measures really matter from your member’s point-of-view?  Join Mary Murcott, president of the Dialog Direct Customer Engagement Institute for an enlightening conversation on revolutionary new research around what really drives loyalty.  You may be surprised how changing market conditions and these new anchor facts challenge 85% of traditional call center and senior executive’s beliefs around customer service.

In this interactive session, you will gain insights on:

    Key findings on how and why customers complain from the White House Study updated by Arizona State University, Customer Care Measurement & Consulting, and NOVO 1 (now Dialog Direct).
    Discover the 10 remedies complainants want most and how to achieve them while building customer loyalty.
    A step-by-step process for what to fix first when addressing customer service needs.
    The elusive Customer Effort Score.  Does it trump Net Promoter?  Why member-based organizations should especially embrace, track and enhance this latest experience metric.

All attendees will receive a complimentary overview of the new Customer Rage Study and a list of customer effort metrics and formulas to consider for their organization.

8:15 - 9:15 a.m.

Speed Rounds – Session 1

 Join us for five fast paced presentations from top technology companies.

9:15 – 9:30 a.m.

PASS TIME TO SESSIONS

9:30 – 10:30 a.m.

Transformational Leadership: Going from Managers/Supervisors to Leaders/Mentors

BREAKOUT SESSION (session repeats)                                                                                       

Mark Arnold, President, On the Mark Strategies, Carrollton, TX

“Everything rises and falls on leadership,” writes author John Maxwell. The challenge for many credit unions, however, is that too many supervisors are managers and not leaders. Whether it is a teller supervisor, branch manager, vice president or even “chief,” all organizations need not just managers but leaders/mentors. This session offers practical ideas on how to transform managers into leaders/mentors and covers the following:

The difference between managers and leaders/mentors

    Staff development techniques
    Cultivating your staff’s strengths
    Mentoring tips and tactics
    Creating a mentoring culture

9:30 – 10:30 a.m.

The Branch of the Future

BREAKOUT SESSIONS (session repeats)

Meredith Deen, COO, Financial Management Solutions, Inc. (FMSI), Alpharetta, GA

With transaction volumes continuing to decline, credit unions are exploring their options regarding the future operations of their branches.  Rapidly changing consumer behavior combined with increased adoption of mobile channels have us thinking about the relevance of today’s branch. In this intriguing session, you’ll hear from two leading industry authorities as they share what your credit union needs to do to create your branch of the future today and in the not so distant future.

9:30 – 10:30 a.m.

Leading the Future of Your Credit Union: Staying Ahead When Everything We Do Today is So Yesterday

BREAKOUT SESSIONS (session repeats)

Mark Sievewright, Division President CU Solutions, Fiserv, Inc., Brookfield, WI

The rapid evolution of technology-fueled by the proliferation and adoption of electronic devices (smartphones, tablets, etc.), changing consumer expectations and the entrance of non-traditional competitors - has sparked a revolution that represents an urgent call-to-action for America's credit unions. Additionally, with competition intensifying and diversifying, credit unions have to determine new ways to get ahead (and stay there) by offering products and delivery channels that distinguish them in the market-place. Mark’s presentation will focus on the opportunities and challenges that credit unions will face and how stepping-up the execution of mobile banking and payments strategies will allow them to remain relevant and competitive.

10:30 - 11:00 a.m.

NETWORKING BREAK

11:00 – 11:15 am

PASS TIME TO SESSIONS

11:15 a.m. - 12:15 p.m.

Transformational Leadership: Going from Managers/Supervisors to Leaders/Mentors

BREAKOUT SESSION

Mark Arnold, President, On the Mark Strategies, Carrollton, TX

“Everything rises and falls on leadership,” writes author John Maxwell. The challenge for many credit unions, however, is that too many supervisors are managers and not leaders. Whether it is a teller supervisor, branch manager, vice president or even “chief,” all organizations need not just managers but leaders/mentors. This session offers practical ideas on how to transform managers into leaders/mentors and covers the following:

The difference between managers and leaders/mentors

  • Staff development techniques

  • Cultivating your staff’s strengths

  • Mentoring tips and tactics
  • Creating a mentoring culture
11:15 a.m. - 12:15 p.m.

The Branch of the Future

BREAKOUT SESSION

Meredith Deen, COO, Financial Management Solutions, Inc. (FMSI), Alpharetta, GA

With transaction volumes continuing to decline, credit unions are exploring their options regarding the future operations of their branches.  Rapidly changing consumer behavior combined with increased adoption of mobile channels have us thinking about the relevance of today’s branch. In this intriguing session, you’ll hear from two leading industry authorities as they share what your credit union needs to do to create your branch of the future today and in the not so distant future.

11:15 a.m. - 12:15 p.m.

Breakout Session

Breakout Session: TBA

12:15 – 1:30 p.m.

NETWORKING LUNCH

1:30 – 1:45 p.m.

PASS TIME TO SESSIONS

1:45 -2:45 p.m.

Speed Rounds – Session 2

Speed Rounds – Session 2

Join us for five fast paced presentations from top technology companies.

2:45 – 3:15 p.m.

NETWORKING BREAK - Visit with Sponsors

1:45 -2:45 p.m.

Connecting the Member Experience to Retained, Repeated and Referred Business through Behavioral Measurement, Metrics, Insight

BREAKOUT SESSIONS

Rhonda Sheets, President, Support Financial Resources, Centerville, OH

The objective of this session is to provide credit unions with the necessary framework for achieving optimized organizational performance which leads to sustained sales and service results, member loyalty and increased revenue growth and profitability.

The EXPerience to Results Model™ will highlight the key organizational components needed and how each component, connected together, impacts the entire organization, from the core to the member experience, with performance optimization at the center.  In addition, an actionable roadmap demonstrates how behavioral level measurement and advanced metrics, along with actionable insight, plus results-proven coaching disciplines, creates accountability and empowers the credit union to achieve consistent and sustained organizational performance.

1:45 -2:45 p.m.

What Drives Member Rage

BREAKOUT SESSION 

Mary Murcott, President, Dialog Direct Customer Experience Institute, Fort Worth, TX

As a member-owned financial cooperative, the last thing we want is for a member to have a customer experience putting them on the brink of “rage.”  How do we measure, monitor and prevent such incidents?  What customer experience measures really matter from your member’s point-of-view?  Join Mary Murcott, president of the Dialog Direct Customer Engagement Institute for an enlightening conversation on revolutionary new research around what really drives loyalty.  You may be surprised how changing market conditions and these new anchor facts challenge 85% of traditional call center and senior executive’s beliefs around customer service.

In this interactive session, you will gain insights on:

  • Key findings on how and why customers complain from the White House Study updated by Arizona State University, Customer Care Measurement & Consulting, and NOVO 1 (now Dialog Direct).

  • Discover the 10 remedies complainants want most and how to achieve them while building customer loyalty.

  • A step-by-step process for what to fix first when addressing customer service needs.

  • The elusive Customer Effort Score.  Does it trump Net Promoter?  Why member-based organizations should especially embrace, track and enhance this latest experience metric.

All attendees will receive a complimentary overview of the new Customer Rage Study and a list of customer effort metrics and formulas to consider for their organization.

3:15 – 3:30 pm

PASS TIME TO SESSIONS

3:30 – 4:30 p.m.

Heroes, Villains, and Strange Old Men: Surviving This Crazy CU Life

GENERAL SESSION

Andy Janning, President/Founder, NO NET Solutions, Brownsburg, IN

You are going approximately eleventy-billion miles an hour each day, marketing and developing business like a proverbial boss while trying to listen well, fight fair, resolve conflicts, build relationships, and be unbelievably awesome. But how do you do all that? How can you keep everybody in your personal and professional lives happy while not completely burning yourself out?

This session has the answers. It will share lessons from a former credit union executive, a Nobel Peace Prize-nominated leadership development program, every movie in your Netflix queue, and a motley crew of old men. You’ll leave with practical skills to transform your credit union…and your corner of the world.   

5:30 - 8:30 p.m.

SOCIAL EVENT

Join us on Monday evening, September 22 at the House of Blues, located right off of the casino floor at Mandalay Bay.  You’ll enjoy plenty of food and beverages along with a DJ playing the latest hits!  There will also be ample opportunities to network throughout the evening.  Guests may join you at this event for $50 per person.

Time
Session
 
7:15 a.m. – 5:30 p.m

WELCOME CENTER OPEN

Conference Registration

Sponsor Displays

Internet Café

7:15 - 8:15 a.m.

BREAKFAST– Visit with Sponsors

8:15 – 9:15 a.m

Is Onboarding the Beginning or the End? What’s Next in the Member Relationship?

Barb Sanfilippo, Co-Founder, High Definition Banking®, San Diego, CA

Are you underwhelmed with your Onboarding program?  Does your staff view it as just another task to cross off? How are you continuing the relationship with both your new members and disengaged members that no longer visit your branches? Many credit unions miss a big opportunity to expand relationships beyond the first 90 days and also re-engage long-term members. In this program you'll receive a road map you can use to implement a proven structured and repeatable process to build trust, deeper member relationships and increase revenues. If you want to differentiate your credit union for growth, don't miss this idea-packed and energizing session from an award-winning speaker.  

8:15 – 9:15 a.m.

Optimizing Employee Incentive Programs

BREAKOUT SESSION (session repeats)

Julie Ferguson, Owner, JRF Consulting Services, Philadelphia, PA

Motivating employees to reach and even exceed goals is a tricky business and requires the right infrastructure. Effectively incorporating an incentive program into your culture helps transition you to a more proactive environment and can improve morale. Join Julie as she navigates you through options to consider as you build your employee incentive program.

8:15 – 9:15 a.m.

SPEED ROUNDS – Session 3

Join us for five fast paced presentations from top technology companies. Voting for the Speed Round Best of Show will also take place at this session.

9:15 – 9:30 a.m.

PASS TIME TO SESSIONS

9:30 – 10:30 a.m.

Is Onboarding the Beginning or the End? What’s Next in the Member Relationship?

BREAKOUT SESSION

Barb Sanfilippo, Co-Founder, High Definition People®, San Diego, CA

Are you underwhelmed with your Onboarding program?  Does your staff view it as just another task to cross off? How are you continuing the relationship with both your new members and disengaged members that no longer visit your branches? Many credit unions miss a big opportunity to expand relationships beyond the first 90 days and also re-engage long-term members. In this program you'll receive a road map you can use to implement a proven structured and repeatable process to build trust, deeper member relationships and increase revenues. If you want to differentiate your credit union for growth, don't miss this idea-packed and energizing session from an award-winning speaker.  

9:30 – 10:30 a.m.

Optimizing Employee Incentive Programs

BREAKOUT SESSION

Julie Ferguson, Owner, JRF Consulting Services, Philadelphia, PA

Motivating employees to reach and even exceed goals is a tricky business and requires the right infrastructure. Effectively incorporating an incentive program into your culture helps transition you to a more proactive environment and can improve morale. Join Julie as she navigates you through options to consider as you build your employee incentive program.

 

9:30 – 10:30 a.m.

Here, There, Everywhere – The Rise of Omni-Channel Banking

BREAKOUT SESSION  (session does not repeat)

Chris Fleischer, Market Research Manager, D+H, Cary, NC

With the rise of digital banking capabilities, there is heavy debate about the role of branches amid the "Future of Banking" prognostications. How will financial institutions strategically reconcile their branch infrastructure, while also building out their digital self-service functions? Traditional channels are now alternative, and alternative channels are becoming main stream. In this session, we'll look at how channel usage has changed over the years and how new technology offerings will impact how consumers manage their finances.

10:30 - 11:00 a.m.

NETWORKING BREAK - Visit with Sponsors

11:00 – 11:15 am

PASS TIME TO SESSIONS

11:15 a.m.- 12:15 p.m

The OCC – Outbound Calling Crew (

Patti Dixon, VP Member Service, Baxter CU, Vernon Hills, IL
Jeff Reinhard, Regional Director, Baxter CU, Vernon Hills, IL

BCU will present on The OCC – a combination of employees, tools, and practices used to sustain successful outbound calling efforts.  BCU will discuss how this approach has contributed to their success in the areas of increased loan originations, improved member service, and increased services per member.

 

11:15 a.m.- 12:15 p.m.

Apples2Apples

Ken Kelly, Training & Development Manager, Red Canoe CU, Longview, WA
Justin Roth, Dept of Cultural Affairs, Empower FCU, N. Syracuse, NY

An example of a sales campaign which Red Canoe (WA) and Empower (NY) used to reinforce and sustain their existing similar sales cultures.  This would be a cooperative, collaborative, first of its kind competition that would run internally and simultaneously at both organizations to help members save money by moving loans to each respective credit union.

11:15 a.m.- 12:15 p.m

CEO Panel Discussion

Rudy Pereira, CEO, Royal CU, Eau Claire, WI
Shruti Miyashiro, President/CEO, Orange County's CU, Santa Ana, CA
Jim Morrell, President/CEO, Peninsula CU, Shelton, WA
Moderator: Steve Langley, VP Sales and Service, Travis CU, Vacaville, CA

Join us for this session as our panel of CEOs discuss current opportunities and challenges for credit unions.

11:15 a.m.- 12:15 p.m.

Universal Agents

CASE STUDIES (sessions do not repeat)

Universal Agents

Brandon Speckman, AVP Retail Delivery, Forum CU, Fisher, IN

Could your branch network and call center benefit from having frontline employees who can process ALL member requests from routine deposits and account maintenance, to completing membership and loan applications? Implementing a Universal Agent program can increase sales production, branch efficiency, and employee retention. Keys to realizing these benefits include executing a well-planned strategy and achieving organizational support. Hear firsthand how FORUM Credit Union overcame barriers and derived innovative solutions to implement an effective Universal Agent program.

12:15 – 1:30 p.m.

MEMBERSHIP LUNCH

Open to all OpSS attendees and their sponsors

1:30 – 1:45 pm

PASS TIME TO SESSIONS

1:45 – 2:45 p.m.

Emerging Payment Trends

Ryan Zilker, Sr. Manager Market Analysis, CO-OP Financial Services, Rancho Cucamonga, CA
Paul Fiore, CEO, CU Wallet, Los Angeles, CA
Barney Moore, Manager Portofolio Consulting Services, Tampa, FL
Moderator: Kevin Roland, Director Delivery Channels, FedChoice FCU, Lanham, MD

With the emergence of mobile banking, EMV and mobile wallets, the future of payments for credit unions is changing almost daily.  To learn more about emerging payment trends, hear from three industry experts on what you and your credit union need to know to stay ahead of the curve and how you can incorporate these trends into your overall strategic initiatives.

1:45 – 2:45 p.m.

Tailoring Contact Center Metrics


Darryl Flores, AVP Workforce Mgmt/Outsourced Vendor Mgmt, SWBC, San Antonio, TX

In tenuous times, operations must be as streamlined as possible without compromising quality. Identifying the correct Key Performance Indicators (KPIs) your organization manages to is critical in attaining that goal. Considering the myriad factors to consider when establishing your KPIs, this can be a daunting task. Darryl will take you from benchmarking and basic indicators to examining unique and innovative ways to derive the right KPIs that lead to optimized service and operations.

1:45 – 2:45 p.m.

Symptoms of a Sick Sales Culture

BREAKOUT SESSION (session repeats)

Jayne Hitman, Performance Consultant, Credit Union National Association, Aliso Viejo, CA

Has your organization been at this thing called “Sales Culture” for a long while and you just feel like the kids in the back seat saying, “Are we there yet?”  If Yes, don’t miss this session where we will delve into the top 4 things we’ve been doing wrong for all these years and get rived up exploring the top 4 things to make sure we do….. to heal our ailing cultures. 

2:45 – 3:15 p.m.

NETWORKING BREAK

Sponsor Prize Drawings

3:15 - 3:30 p.m.

PASS TIME TO SESSIONS

3:30 – 4:30 p.m.

Emerging Payment Trends

Ryan Zilker, Sr. Manager Market Analysis, CO-OP Financial Services, Rancho Cucamonga, CA
Paul Fiore, CEO, CU Wallet, Los Angeles, CA
Barney Moore, Manager Portofolio Consulting Services, Tampa, FL
Moderator: Kevin Roland, Director Delivery Channels, FedChoice FCU, Lanham, MD

With the emergence of mobile banking, EMV and mobile wallets, the future of payments for credit unions is changing almost daily.  To learn more about emerging payment trends, hear from three industry experts on what you and your credit union need to know to stay ahead of the curve and how you can incorporate these trends into your overall strategic initiatives.

3:30 – 4:30 p.m.

Tailoring Contact Center Metrics

Darryl Flores, AVP Workforce Mgmt/Outsourced Vendor Mgmt, SWBC, San Antonio, TX

In tenuous times, operations must be as streamlined as possible without compromising quality. Identifying the correct Key Performance Indicators (KPIs) your organization manages to is critical in attaining that goal. Considering the myriad factors to consider when establishing your KPIs, this can be a daunting task. Darryl will take you from benchmarking and basic indicators to examining unique and innovative ways to derive the right KPIs that lead to optimized service and operations.

3:30 – 4:30 p.m.

Symptoms of a Sick Sales Culture

Jayne Hitman, Performance Consultant, Credit Union National Association, Aliso Viejo, CA

Has your organization been at this thing called “Sales Culture” for a long while and you just feel like the kids in the back seat saying, “Are we there yet?”  If Yes, don’t miss this session where we will delve into the top 4 things we’ve been doing wrong for all these years and get rived up exploring the top 4 things to make sure we do….. to heal our ailing cultures. 

4:45 - 5:30 p.m.

Tour and Reception– Switch SUPERNAP

Attendees will have the option to attend a private tour of Switch's SUPERNAP 8 in Las Vegas on Tuesday, September 23 at 4:30pm.  SUPERNAP 8 is the only certified Uptime Institute Tier IV rated colocation facility in North America and is the recognized world leader in data center ecosystem design, development and mission critical operations. The tour will conclude with a private reception at The Innevation Center, powered by SUPERNAP. Registration is limited to 50 participants and transportation will be provided. 

Registration for this event is required.

Evening

ON YOUR OWN

Time
Session
 
8:00 – 8:45 a.m.

BREAKFAST

8:00 – 11:00 a.m.

WELCOME CENTER OPEN

8:45 – 9:45 a.m.

The Risk of Having Members

GENERAL SESSION

Jim Stickley, CTO, TraceSecurity, La Mesa, CA

In this session Jim Stickley will discuss the evolving attacks your members are dealing with.  From malicious mobile applications to advanced malware, Stickley will demonstrate how malicious technology will continue to target your members and how compromised members continue to put your credit union at risk.  In addition, Stickley will discuss how member education and awareness is becoming the front line of defense against these attacks.

9:45-10:45 a.m.

Developing an Outstanding Culture

CLOSING SESSION

Robert Richman, Culture Activist, Las Vegas, NV

After sharing stories of what makes for an amazing culture where people love to work while driving results, Robert opens up the audience’s eyes to what culture really is and how it works. Sharing this view of “The Matrix” behind what’s really driving the company, Robert shows how culture change can actually happen immediately, by demonstrating how the culture of the room can change in a moment. Now that the audience understands the power of culture, how it works, and how it can change, Robert leaves the group with three high leverage tools that can be used immediately to create long-term change

10:45 – 11:00 a.m.

CLOSING REMARKS

Belinda Caillouet, Chief Operations and Information Officer, STCU and Chair, CUNA Technology Council     

Steve Langley, VP Sales and Service, Travis CU, and Chair, CUNA Operations, Sales, and Service Council