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19th Annual Operations, Sales & Service Council Conference

Cosmopolitan Hotel | Las Vegas | September 28- October 1, 2016

Agenda

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Time
Session
 
7:00 a.m.

Charity Fundraiser & Raffle

Join us in our efforts this year to raise money for CU4Kids at the CUNA OpSS and Technology Council Conferences. We will be selling raffle tickets throughout our event for a chance to win some great prizes. Tickets will be 1 for $5 or 5 for $20. Be one of the first to purchase your tickets when you check in at the conference registration desk on Wednesday September 28th. Your donations for this fundraising effort will be presented to the local Children’s Miracle Network hospital on Saturday, October 1st. Country singer Lindsay Ell will be on hand to help us present the check to CMN.

10:00 a.m. – 7:30 p.m.

CONFERENCE REGISTRATION

9:00 am - Noon

PRECONFERENCE WORKSHOP – The Ultimate Zappos Experience

The Ultimate Zappos Experience Workshop/Tour is sold out.
However, we do have another Workshop, in conjunction with the Technology Council Conference, that you may also be interested in attending: Empathic Banking: Drive New Revenue by Anticipating Member Needs.
See agenda for Pre-Conference Workshop: Drive New Revenue by Anticipating Member Needs, for more details. 

Limited to the first 50 registrants.  This is a separate fee.  Add this session when you register for the Conference.

Join us for the ultimate Zappos experience! Included with this workshop is a private tour of the Zappos campus as well as a one hour presentation following the tour. This presentation is conducted by a Zappos culture expert and will dive deeper into their culture. You will also have an opportunity to ask questions. Transportation to and from Zappos is included.

 

9:00 am - Noon

PRECONFERENCE WORKSHOP – Empathic Banking: Drive New Revenue by Anticipating Member Needs

In conjunction with the Technology Council Conference
Sponsored by Gartner, Inc.

Stessa Cohen, Research Director, Gartner, Inc., Stamford, CT        
Know your members better and drive revenue through digital business. Through this workshop come away with a practical approach and considerations for developing your digital transformation strategy.

This session requires registration and is a separate fee.  You may include it as an option when you register for the Conference.  If you are already registered, please call 800-356-9655 x4400, to add it to your registration.

1:00 – 3:00 p.m.

BONUS SESSION – COO Forum

This complimentary pre-conference session will bring together COOs and senior operations executives to share best practices and what's relevant in our industry today.  Find out what your peers are talking about in an open forum environment driven by attendee input. This session provides an excellent opportunity to meet and network with your industry peers.

3:15 – 4:00 p.m.

FIRST TIME ATTENDEE ORIENTATION

4:15 – 4:30 p.m.

WELCOME AND OPENING REMARKS

4:30 – 5:30 p.m.

KEYNOTE ADDRESS – Designing Your Business for the 21st Century

Mike Walsh, Founder & CEO, Tomorrow, New York, NY

The companies that thrive in the near future will be the ones that not only embrace change but are the first to break the rules. If you could start with a clean sheet of paper, how would you design your company? Should your youngest staff member be making coffee or running your R&D team? Is Big Data something for your IT department to worry about, or a weapon to be wielded by your management team? Do you ban social networks or use them to collaborate more effectively?

Most companies are simply not designed to survive. They become successful on the basis of one big idea or breakthrough product. That early success then becomes a rigid code, and as customer habits and markets change, many fail to see that everything that made them successful is exactly what will destroy them later.

 

5:30 - 7:30 p.m.

WELCOME RECEPTION – Meet your Sponsors

Time
Session
 
7:00 a.m. - 4:30 p.m.

WELCOME CENTER

Conference Registration
Sponsor Area
Internet Café

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.

Turn your Member Experience in to Revenue (session repeats)

Darlene Johnson, SVP Member Experience, Suncoast CU, Tampa, FL
Karen Koundourakis, VP Member Engagement, Suncoast CU, Tampa, FL


This session will provide best practices for building profitable member relationships by understanding their journey. We will look at the power of service and member loyalty surveys and how a closed loop process can transform a detractor into an active promoter. We will also discover how these tools can help you improve internal processes and reduce your member’s effort, and increase your bottom line.

9:45 - 10:45 a.m.

Winning the Heart: Insights for Successful Coaching and Engagement of the Next Generation (session repeats)

Josh Allison, Sr. Consultant, FI Strategies, LLC, Spokane, WA

By the year 2025, seventy-five percent of the workplace will be comprised of the millennial generation. With engagement and employee loyalty on the line, many Gen X and Baby Boomer managers have struggled to effectively coach and manage to the Gen Y value system. Join Josh as we examine the latest engagement and coaching research and discuss the most successful strategies available for winning – and keeping – the heart of your millennial employees.

9:45 - 10:45 a.m.

Executional Excellence: Building Your Project Management Toolkit (session repeats)

Mollie Bell, Chief Transformation and Engagement Officer, Credit Union National Association, Madison, WI   

Recent research suggests that the number one challenge organizations face is execution excellence in project management. In fact, this issue was at the head of a list that included important issues such as innovation and top-line growth. During this session you will learn hands-on methods and be provided implementation tools to enable you to drive execution excellence in project management at your credit union.

 

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.

Turn your Member Experience in to Revenue

Darlene Johnson, SVP Member Experience, Suncoast CU, Tampa, FL
Karen Koundourakis, VP Member Engagement, Suncoast CU, Tampa, FL


This session will provide best practices for building profitable member relationships by understanding their journey. We will look at the power of service and member loyalty surveys and how a closed loop process can transform a detractor into an active promoter. We will also discover how these tools can help you improve internal processes and reduce your member’s effort, and increase your bottom line.

 

11:30 a.m. – 12:30 p.m.

Winning the Heart: Insights for Successful Coaching and Engagement of the Next Generation

Josh Allison, Sr. Consultant, FI Strategies, LLC, Spokane, WA

By the year 2025, seventy-five percent of the workplace will be comprised of the millennial generation. With engagement and employee loyalty on the line, many Gen X and Baby Boomer managers have struggled to effectively coach and manage to the Gen Y value system. Join Josh as we examine the latest engagement and coaching research and discuss the most successful strategies available for winning – and keeping – the heart of your millennial employees.

 

11:30 a.m. – 12:30 p.m.

Executional Excellence: Building Your Project Management Toolkit

Mollie Bell, Chief Transformation and Engagement Officer, Credit Union National Association, Madison, WI   

Recent research suggests that the number one challenge organizations face is execution excellence in project management. In fact, this issue was at the head of a list that included important issues such as innovation and top-line growth. During this session you will learn hands-on methods and be provided implementation tools to enable you to drive execution excellence in project management at your credit union.

 

12:30 – 1:30 p.m.

NETWORKING LUNCH

1:30 – 1:45 p.m.

PASS TIME TO SESSION

1:45 – 3:15 p.m.

SPEED ROUNDS – Session 2

Join us for our next group of 11 top technology company presenters.  At the end of this session, the audience will vote for the Speed Round Best of Show.  Be a part of the action as we crown the best of the best!    
    

 

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 OpSS and Technology Council awards.

6:30 – 9:30 p.m.

SOCIAL EVENT

Join us on Thursday evening, September 29 at the Marquee Nightclub & Dayclub, at The Cosmopolitan of Las Vegas.  You’ll enjoy 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 $95 per person.  You must be 21 years old to attend. A valid id for proof of age and an event ticket is required.

Time
Session
 
7:00 a.m. - 4:30 p.m.

WELCOME CENTER

Conference Registration
Sponsor Area
Internet Café

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 – Future Freak: Techs Transforming Financial Services

Lee Wetherington, AAP, Director Strategic Insight, Jack Henry & Associates, Inc, Valdosta, GA

The future is always already here…if you know where to look. How might sarcastic gestures replace user names and passwords? Why might your kid’s allowance redefine the expectations of a new generation of consumers? How might electromagnetic loops make $8B worth of POS terminal upgrades unnecessary in 2016? What if mobile payments could be done without a mobile device? And what exactly does all of this mean for financial institutions and those they serve? Join Lee Wetherington, and get your future freak on.

9:15 – 9:30 a.m.

PASS TIME TO BREAKOUT SESSIONS

9:30 – 10:30 a.m.

Branch Structure and Design (session does not repeat)

Terri Baker, Retails Operations Director, Oregon Community CU, Eugene, OR  (Terri's slides)
Michelle Grabicki, VP Corporate Culture, Numerica CU, Spokane Valley, WA
Kurt Thelen, CEO, Campo CU, Gillette, WY  (Kurt's Slides)


This session will bring together past CUNA Operations, Sales and Service Excellence Awards Winners for Branch Design. In a look back at their branch design and structure, what are they proud of?   What would they consider doing differently?   How have members responded to the changes?   If you are contemplating changes to your branch design, this session will help you generate award winning ideas and avoid some potential pitfalls as well.

 

9:30 – 10:30 a.m.

The Member Journey Workshop: Ease of Use Integration with Sales & Service (session repeats)

Elry Armaza, Impact Director & Analyst, Filene Research Institute, Madison, WI

Service failures are not fun, but they are instructive. During this interactive workshop participants will learn and engage on an exercise to map their current member journey. Armed with this knowledge, participants will then discover some, proven to be effective, tools and techniques to assist credit unions in designing a more streamlined member experience.    

 

9:30 – 10:30 a.m.

The World is Changing at Lightning Speed: Does Your Credit Union Need to Uber its Processes? (session repeats)

Sally Myers, CEO/Principal, c.myers, Phoenix, AZ    
Adam Johnson, VP/Principal, c.myers, Phoenix, AZ

Relevancy should be one of the most important words on the lips of every credit union decision-maker.  Consumers today want everything easy, and they want it delivered so fast that they don’t even have to THINK about it.

Concerns about competition shouldn’t only be focused on other financial institutions.  Rather, the focus should also be on non-traditional competitors with deep pockets and without the burden of expensive branch structures and compliance.  These non-traditional competitors are making borrowing, saving, and paying for things easier and faster for consumers and small businesses alike.  

Companies such as Amazon and Uber are re-defining what easy means for the consumer.  If you answer NO to any of these questions, this session is a must attend:

  • Would most of your new members characterize opening their accounts with you as a rewarding experience because it was fast and easy?  
  • Would members tout to their friends how fast and simple it was to get a loan from your credit union?  
  • Is most of your interaction with members spent on cross-selling your valuable products and services?  

 

 

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.

The Member Journey Workshop: Ease of Use Integration with Sales & Service

Elry Armaza, Impact Director & Analyst, Filene Research Institute, Madison, WI

Service failures are not fun, but they are instructive. During this interactive workshop participants will learn and engage on an exercise to map their current member journey. Armed with this knowledge, participants will then discover some, proven to be effective, tools and techniques to assist credit unions in designing a more streamlined member experience.    

 

11:15 a.m. – 12:15 p.m.

The World is Changing at Lightning Speed: Does Your Credit Union Need to Uber its Processes?

Sally Myers    , CEO/Principal, c.myers, Phoenix, AZ    
Adam Johnson, VP/Principal, c.myers, Phoenix, AZ

Relevancy should be one of the most important words on the lips of every credit union decision-maker.  Consumers today want everything easy, and they want it delivered so fast that they don’t even have to THINK about it.

Concerns about competition shouldn’t only be focused on other financial institutions.  Rather, the focus should also be on non-traditional competitors with deep pockets and without the burden of expensive branch structures and compliance.  These non-traditional competitors are making borrowing, saving, and paying for things easier and faster for consumers and small businesses alike.  

Companies such as Amazon and Uber are re-defining what easy means for the consumer.  If you answer NO to any of these questions, this session is a must attend:

  • Would most of your new members characterize opening their accounts with you as a rewarding experience because it was fast and easy?  
  • Would members tout to their friends how fast and simple it was to get a loan from your credit union?  
  • Is most of your interaction with members spent on cross-selling your valuable products and services?  

 

11:15 a.m. – 12:15 p.m.

Breaking Down Barriers to Build Up Results (session does not repeat)

Angela Prestil, Director Business Development, Credit Union National Association, Madison, WI

A misunderstood email. A voicemail that sounds terse. Finger pointing over who is at fault  with an error. Over the course of time, barriers can be inadvertently built between internal credit union departments eroding trust along the way. When key departments are at odds, member opportunities may slip through our fingers, and ultimately both the member and the credit union lose. During this session we will explore these opportunities, as well as look at how internal service surveys can help identify opportunities for growth. Join this session if you’d like to:

  • Discover simple solutions to break down barriers between departments
  • Understand how change management can create organizational alignment around credit union initiatives and increase trust
  • Walk away with an internal service survey framework including what to look for in a survey and key takeaways to expect from any survey provider
12:15 – 1:15 p.m.

MEMBERSHIP LUNCH (Open to all OpSS attendees and sponsors)

1:15 – 1:30 p.m.

PASS TIME TO BREAKOUT SESSIONS

1:30 – 2:30 p.m.

Authentic Communication – Skills for Adapting and Connecting (session does not repeat)

Laura King, Henley Leadership Group, Seattle, WA

Healthy relationships are one of the keys that turn a collection of individuals into a cohesive team. And research confirms that high performing teams deliver superior business results including higher quality and customer satisfaction. Whether you are communicating one-on-one, one-to-many, over email or in a team meeting, authentically adapting and connecting means being who you are and making small adjustments to your approach to better connect with someone else’s style. This session will increase awareness of your own communication preferences and the specific clues which can help you recognize and adapt to different styles in service of team effectiveness.

1:30 – 2:30 p.m.

It’s not your Grandfathers Call Center Anymore: A Panel Discussion (session repeats)

Michelle Fox, VP Sales/Service, Abri CU, Romeoville, IL  (Michelle's Slides)
Robyn Galtieri, Contact Center and Operations Director, STCU, Liberty Lake, WA  (Robyn's Slides)
Carl Wilson, Financial Advisory Center Manager, FedChoice FCU, Lanham, MD  (Carl's Slides)


There was a time when your credit union’s Call Center took incoming calls and provided basic assistance. Well - today’s Call Center environment is anything but that. Join our distinguished panel as they discuss what they are doing at their respective credit unions to transform their Call Centers into the Contact Centers of the future. From handling calls, e-mails and chats to responding to tech-related inquiries to engaging new and current members in revenue-generating outreach efforts – you’ll walk away with best practices that you can share and implement at your own credit union. See the Contact Center of the Future in action today.

 

1:30 – 2:30 p.m.

DNA+Strategy = Awesome (session repeats)

Steve Langley, SVP Member Services/Chief Retail Officer, Schools Financial CU, Sacramento, CA

It's the dirty little secret-no, not the fancy new ad campaign or latest mobile solution-it's all about the face of your credit union-the ladies and gentlemen that serve your members on the front lines each and every day. Because after all, people are people, no matter how big or small your credit union. So, how do we capitalize on this untapped resource to make our marketing initiatives pay off in a big way? It is sometimes simpler than you think. Join me as we uncover practical ways to capitalize on both the strengths of your people and a keen marketing strategy to work in perfect harmony to enhance the share of wallet of your existing members while at the same time attract those new members that will bring future business to your organization.

2:30 – 3:00 p.m.

NETWORKING BREAK – Sponsor Prize Drawings

3:00 – 3:15 p.m.

PASS TIME TO BREAKOUT SESSIONS

3:15 - 4:15p.m.

The Antidote to Change and Uncertainty: Leading with Purpose and Vision (session does not repeat)

Laura King, Henley Leadership Group, Seattle, WA

What does it take and what might be preventing you from communicating a compelling vision?  What is the best way to translate strategic thinking into well-developed business strategies? Are you confident enough to take smart risks? Do you have a clear decision-making framework? In the opening session we heard the importance and necessity to embrace change if we are to help our organizations do more than survive the current climate.  The leadership imperative in this volatile, uncertain, changing and ambiguous environment is to lead with purpose and vision.  This session will help you identify and assess critical qualities and behaviors for visionary, authentic and high achievement leadership.  

3:15 - 4:15p.m.

It’s not your Grandfathers Call Center Anymore: A Panel Discussion

Michelle Fox, VP Sales/Service, Abri CU, Romeoville, IL
Robyn Galtieri, Contact Center and Operations Director, STCU, Liberty Lake, WA  (Robyn's Slides)
Carl Wilson, Financial Advisory Center Manager, FedChoice FCU, Lanham, MD  (Carl's Slides)


There was a time when your credit union’s Call Center took incoming calls and provided basic assistance. Well - today’s Call Center environment is anything but that. Join our distinguished panel as they discuss what they are doing at their respective credit unions to transform their Call Centers into the Contact Centers of the future. From handling calls, e-mails and chats to responding to tech-related inquiries to engaging new and current members in revenue-generating outreach efforts – you’ll walk away with best practices that you can share and implement at your own credit union. See the Contact Center of the Future in action today.

 

 

3:15 - 4:15p.m.

DNA+Strategy = Awesome

Steve Langley, VP Member Services/Chief Retail Officer, Schools Financial CU, Sacramento, CA

It's the dirty little secret-no, not the fancy new ad campaign or latest mobile solution-it's all about the face of your credit union-the ladies and gentlemen that serve your members on the front lines each and every day. Because after all, people are people, no matter how big or small your credit union. So, how do we capitalize on this untapped resource to make our marketing initiatives pay off in a big way? It is sometimes simpler than you think. Join me as we uncover practical ways to capitalize on both the strengths of your people and a keen marketing strategy to work in perfect harmony to enhance the share of wallet of your existing members while at the same time attract those new members that will bring future business to your organization.

4:15 – 4:30 p.m.

Raffle Ticket Drawing

4:30 – 5:30 p.m.

BONUS SESSION – Credit Unions Win with Distributed Ledger and Universal Identity

Elliot Cotto, Chief Creative Officer, Best Innovation Group, Inc., Tampa, FL
Tom Stacy, CTO, Best Innovation Group, Inc., Tampa, FL


Distributed ledger (Blockchain): What it is, how it works, its impact on the financial industry and how credit unions specifically can benefit.
Universal Identity: How the credit union industry can beat out the big banks in the race to solve the world’s identity problem.

5:15 p.m. on

Evening on your own

Time
Session
 
8:00 – 8:30 a.m.

BREAKFAST

8:30 – 8:45 a.m.

Presentation to Children’s Miracle Network – CU4Kids

8:45 – 9:30 a.m.

GENERAL SESSION – Industry Update

Rich Meade, Chief of Staff & COO, Credit Union National Association, Washington, D.C.

9:30 – 9:45 a.m.

BREAK

9:45 – 10:45 a.m.

CLOSING SESSION – Classically Trained, Comically Derailed

Mike Rayburn, Award-Winning Speaker, Entertainer, and Guitar Virtuoso

There is nothing else like it! Mike Rayburn's critically acclaimed presentation is an odyssey of masterful guitar, clean, universally appealing comedy, and musical combinations God never intended. "A comic genius... enough wit and talent to jumpstart a pacemaker!" raves the Aspen Daily News. His entertainment style has been described as "Victor Borge with a guitar (and too much coffee)" and he draws his material from many musical styles we all know and love.

 

10:45 – 11:00 a.m.

CLOSING REMARKS