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2021 Schedule

10:00 – 11:00 AM CT

Sponsored by Fiserv

Kate O'Neill, Founder and CEO of KO Insights, Author of Tech Humanist, early employee at Netflix

With so much emphasis in business on artificial intelligence, automation of various kinds, and digital transformation, the future of human work — and even humanity itself — can feel uncertain. And while we often talk about user experience, customer experience, patient experience, and so on, we rarely consider what a truly integrated human experience might look and feel like. But “Tech Humanist” Kate O’Neill presents the case for why the future of humanity is in creating more meaningful, dimensional, and integrated experiences, and how emerging technologies like chatbots, wearables, IoT devices, and more can be included in this kind of human-centric design. While weaving in examples from a range of industries, applications, and even pop culture, Kate offers an inspiring and useful framework for designers, strategists, or anyone creating experiences for humans.

11:00 - 11:15 AM CT

Sponsored by Allied Solutions, LLC

Check out the amazing sponsors in the Solutions Marketplace.

11:15 AM - 12:00 PM CT

Cody Willis, Senior Integration Strategist, DBSI+CFM

Join DBSI in discussing the future of branch design.  How has the pandemic disrupted our view of the traditional branch model?  With digital transactions increasing, do members still need a physical presence?  How do you work technology into branch design?  See what the experts think the branch of the future will look like!

11:15 AM - 12:00 PM CT

Sponsored by Cincom Systems, Inc.

Jay, Lauer, Sr. Innovation Strategist, PSCU

Our members expect frictionless, uncomplicated, intuitive processes that make their lives easier and less stressful.  They want to connect with their financial institution on a personal level allowing them to be in control their financial lives. COVID-19 has challenged us as an industry; yet helped us see many opportunities.

Join us for a discussion by a team of researchers to dive into how we can leverage statistical analysis and predictive modeling using AI, NBO and APIs to create an abundance of data allowing us to gauge what our members want and how to get to the end result of increased member loyalty, sales and profitability.

11:15 AM - 12:00 PM CT

Sponsored by Cygilant, Inc.

Bob Thibodeaux, Chief Information Security Officer, DefenseStorm

Recent data breaches are a constant reminder that cybersecurity risk prevention should be a top priority for credit unions.  The threat landscape facing financial institutions is constantly evolving, and credit unions have more than financial losses and reputational risk to contend with if they fall victim to a cybersecurity event.  Come talk through some risk mitigation best practices to protect your credit union from the true cost of a cybersecurity event.

11:15 AM - 12:00 PM CT

Sponsored by Doeren Mayhew

Moderator: Mark Reed, SVP Technology, American Airlines CU
Benjamin Corman, IS Support Team Leader, Digital Federal Credit Union
Robert Eckhart, VP Information Security, GECU
John Gallo, Director of Infrastructure & Security, Texas Dow Employee Credit Union
Darich Runyan, Information Security Officer, Langley FCU

Cybersecurity threats are constantly in the news.  You can bet this scares the board.  This 45-minute session will attempt to go beyond the cybersecurity metrics and give the board members, what they need.  Come meet several of your CU peers who are willing to give their advice and answer all your questions. 

11:15 AM - 12:00 PM CT

Dan Gonzalez, National Account Director - Vice President Federal Reserve Banks

Through broad and historic collaboration, the Federal Reserve is paving the way for ubiquitous, instant payments in the United States with the development of the FedNow Service. Is your organization prepared for this transformation? With support for a broad range of transaction types and instant payments use cases, the FedNow Service will provide a springboard for financial institutions and other service providers to offer innovative instant payment solutions to the hyper digital businesses and consumers of tomorrow. Set to launch in 2023, now is the time to identify your organization’s instant payments opportunities, review your systems and processes, and talk to your service partners and customers so you won’t risk being late to the game. Learn how industry stakeholders are informing the FedNow build through industry engagements and the FedNow Pilot Program. Leave this session with knowledge and resources to help your organization embrace instant payments.

12:00 - 1:00 PM CT

Sponsored by HC3

Grab a snack and make sure to visit all the speed round participants and all the solutions providers in the Marketplace.

1:00 - 2:00 PM CT

Sponsored by

John Best, CEO, Best Innovation Group
Ryan Best, Marketing Manager, Best Innovation Group

Digital Finances are about to change in ways that many of us can’t even imagine.  This session is an opportunity to understand and prepare for what’s ahead.  Best Innovation Group's CEO, John Best, will host a unique fireside chat with his millennial son, Ryan Best.  They’ll cover Defi, Crypto and the 5 things you didn’t know about millennials and banking.   In addition, there will be an open forum with the audience.  The next generation’s expectations will dramatically affect how products and services are shaped going forward—stay ahead of the game with this session!

2:00 - 2:15 PM CT

Find out what’s new and what’s coming for credit unions!

2:15 - 3:00 PM CT

Brad Atkin, Shareholder and Practice Leader, IT Advisory and Security Group, Doeren Mayhew
John Hock, Senior IT Audit Manager, Doeren Mayhew

IT and cybersecurity are not just IT’s responsibility anymore. The organization as a whole must create a security culture that spans beyond one department. To enjoy the maximum benefit that third-party IT engagements can provide, we will discuss how to work together and understand your roles in order to foster a more secure environment for the Credit Union and its members. In this session, you will be given insight on the benefits of creating a collaborative environment that ensures real value to the organization and creating a more mature IT environment for a successful NCUA exam.  We will also discuss what makes a great auditor and how their role has evolved into a key piece of this puzzle.   

2:15 - 3:00 PM CT

Jim van Dyke, SVP Financial Wellness, Sontiq Corporation

Breaches, Phishing, and ID fraud hits the news daily.  In June, the White House asked organizations to become better prepared for more attacks.  Credit unions must look outside their four walls to prevent identity crimes.  Amidst a flood of confusing member-focused threats and advice, credit unions need to create a clearer, simpler, and comprehensive member experience in order to best protect members––and the FI as well. This session will explore ideas on how to educate and engage your membership to protect against misuse of their own data, which in turn helps you protect your institution. 

2:15 - 3:00 PM CT

Moderator: Alex Barker, Mountain America CU
Jeff Johnson, SVP Information Technology, Baxter Credit Union
Kyle Stutzman, Co-Founder, Pure IT, Pure IT Credit Union Services

The financial industry continues to embrace the Cloud for infrastructure and services with the benefits of lower cost, faster deployments, ease of management, and scalability. We often hear of all the benefits of the Cloud, but not much of the risks or downsides. During this live panel session, our panelists will share their experience and journey into the Cloud as well as some of the lessons they learned the hard way. The panelists will discuss topics such as the pros and cons, risks, liabilities, security considerations, ways to protect member data, ROI, governance, and many other items to consider when going to the Cloud.

2:15 - 3:00 PM CT

James Chang, CEO, Pasadena Service Federal Credit Union
Estela Nagahashi, EVP, Chief Operating & Lending Officer, University Credit Union
Srinivas Njay, Founder and CEO,

It is a general perception that Artificial Intelligence (AI) might be an expensive proposition for most CUs, and implementing the technology requires CUs to be AI experts.

That is a myth.

In this session, you will learn how AI has become an accessible technology to CUs of all sizes and how CUs can start implementing Artificial Intelligence-powered solutions and reap vast benefits from it.

You will learn about case studies of CUs of various sizes across the United States implementing AI, get details about their journey to AI, and gain insights into the benefits they are experiencing in terms of operational efficiencies and member experience.

3:00 - 3:15 PM CT

Be sure to stop in and thank our generous solution providers — this wouldn’t have happened without their support!

3:15 - 4:15 PM CT

Sponsored by Personetics

Moderator: Rich Head, VP of Information Technology, Linn Area Credit Union
Mark Sievewright, Founder & CEO, Sievewright & Associates

The payments business is undergoing transformational change driven by changing consumer behaviors, intense competition, the impact of technology advances, and new products and services focused on convenience and speed. During the session, Mark will highlight the major trends impacting payments - with real world examples - and describe how credit unions can adapt to remain relevant in this highly lucrative and vital part of their business.

10:00 AM - 12:30 PM

Sponsored by 3SI Security Systems and CUNA Strategic Services

Emcees:  Caroline Martorano, Director IT Support and Operations, Baxter CU
Buddy Bennett, VP Operations, Cyprus FCU

We’re talking about speed and innovation! Speed Rounds is a best-of-the-best showcase where vendors show off their latest innovations in five-minute demonstrations. 

1. BackbaseEngagement Banking Platform – The Backbase platform and design system which is the tool giving credit unions control over the UX they deliver to their members and employees.

2. NuanceNuance Banking Essentials – In 2020, members adopted digital communications to avoid long call hold times and closed branches. Now, it’s the primary way members engage with credit unions. We’ll show how Nuance digital solutions, including Banking Essentials, provide credit unions with efficient/effective ways to connect with members, reducing AHT and enhancing member/agent experience.

3. CozeraDigital Verification Software – Cozera provides a digital identity credential, id-go, that enables credit unions to authenticate identities while enhancing member experience. Our demonstration highlights the authentication process for three use cases: call center, chat and video teller.

4. CO-OP Financial ServicesCO-OP Digital Card Issuance – CO-OP Digital Card Issuance provides cardholders a seamless, touchless and secure process to immediately access their credit/debit card account through a credit union’s mobile app or online banking system. Jennifer Bennett, Senior Product Manager for CO-OP Financial Services, demonstrates three key use case scenarios for the new product.

5. AdvantEdge Digital – AdvantEdge Digital Lending Solution – Experience the AdvantEdge Digital Lending solution from both the borrower and loan officer point of view. See how the solution helps credit unions: reduce loan abandonment rates; close more loans, faster; sell more value-add products; boost non-interest income; and attract and retain members.

6. Coconut SoftwareCoconut Connect is a leading customer engagement platform for financial institutions that want to improve the digital and physical engagement of their staff and members. Our suite of cloud-based solutions provide a way to seamlessly schedule, measure and manage member, prospect and staff interactions.

7. interface.aiArtificial Intelligence-powered Call Center (AI Call Center) – has developed an AI-powered call center to solve all call center related challenges for Credit Unions using Intelligent Virtual Assistant (IVA) Technology.’s AI-powered Call Center is helping credit unions seamlessly manage their increased call volumes by automating the majority of the calls in just a few weeks, ensuring CUs are maintaining high service levels and providing human-like personalized experiences on the call center 24x7.

8. CinchyCinchy Dataware | Data Collaboration Platform – Cinchy is a Dataware platform leveraged by 100+ CUs to enable their data-centric transformation. Don't confuse 'data-centric' with 'data-driven', this is the real game-changer. Our customers deliver digital experiences in half the time and cost, vs. organizations that continue to use 'app-centric' approaches. Solutions include digital loans, client 360, CRM migration / consolidation / augmentation, reporting automation, and more.

9. PayrailzThe Payrailz Smart Payments Platform – Curious to see how Payrailz creates smarter payment experiences? Please join us for an in-depth look at our Bill Pay, Person-to-Person Payment and Account Transfer services. We will explore how ""smart makes the difference"" in building stronger digital relationships with your members.

10. Abe.aiVirtual Financial Assistant – The Virtual Financial Assistant is an artificial intelligence-powered conversational experience, deployed on your website, mobile app and/or phone system, to scale support and drive engagement with your members. The Virtual Financial Assistant is quick to deploy and delivers immediate ROI with customizable FAQs, guided account opening, contact center integrations, plus easily upgradable functionality when you are ready for advanced features like transactions, personalized insights and micro-savings. is an Envestnet | Yodlee solution.

11. NarmiDigital Banking Experience: Featuring the AppXchange – With competition for deposits at an all-time high, credit unions need an easier way to compete with megabank and challenger bank competitors who are stealing away market share. Take a peek at Narmi’s AppXchange – an experience that empowers credit unions to control their roadmap and gain the best of what fintech offers with zero code.

12. NuanceGatekeeper – Asking members to try and remember their PINs isn’t fun. And it isn’t secure. This demo will show how you can replace passwords and security questions with frictionless, multimodal biometric authentication and intelligent fraud prevention. Meet Gatekeeper, the number one-ranked biometrics solution for authenticating customers and enabling fraud detection.

13. FiservCardHub – CardHub is a central, singular “hub” that delivers connected digital experiences to credit unions and their members. CardHub creates a digital all-inclusive card experience that enables consumers to seamlessly manage their card – from account opening, to spend management and controls, to continuous communications and engagement.

14. Sontiq®BreachIQ – Sontiq’s BreachIQ identifies and diagnoses every member’s unique breach history, to prescribe personalized protective actions that improve financial health – for both member as well as the credit union. See how we’ve authentically used AI to turn ID fraud risk into a member financial health app, cutting through the confusion that stands in the way of stronger member growth, engagement, and loss-control.

15. Posh TechnologiesConversational AI intelligent bots: Website bot, Banking Bot, Conversational IVR – Watch Posh’s AI-driven chatbots and phone bot help credit unions better connect with members and realize significant ROI! We’ll also highlight our overall product platform and give you a sneak peek into our cutting-edge product roadmap.

12:30 - 1:30 PM CT

1:30 - 2:30 PM CT

Join us as we present the Operations & Member Experience Council and Technology Council Awards

2:30 - 2:45 PM CT

Make sure you are on top of all the latest trends.

2:45 - 3:30 PM CT

Moderator: Tammy Cummings, CHRO & Senior Consultant, Top Line HR
Dr. Marlene Fuller, Sr. Diversity Consultant, Top Line HR
Dr. Dan Santangelo, SVP Association Services, Executive Director of the Mountain West Credit Union Foundation, Mountain West Credit Union Association

Moving the needle forward on Diversity, Equity, and Inclusion (DE&I) has been the focus of many well-intentioned organizations for years without yielding the desired results. Join our panelists for a facilitated conversation and explore the value of listening to your stakeholders, understanding the needs of your employees and members, and turning strategy into sustainable action. The answers and solutions are within both your individual and collective grasps. This conversation will arm you with new ideas, questions to ask your organization and members, and ideas on how to make your DE&I efforts count.

2:45 - 3:30 PM CT

Jennifer Kimmel, SVP, Chief Marketing Officer, TruWest Credit Union
Jason Rogers, SVP Member Service, Mountain America Credit Union

The Financial Services industry is evolving faster than ever before. Member expectations have shifted placing new expectations and demands on frontline staff. Credit Unions are working to balance the speed associated with digital innovation with the relationships and personal experiences that their members have come to expect. Where does that leave the frontline and how will you help them rise to meet the new expectations of your members? In this session we will explore opportunities and strategies for branches and contact centers. Please join us as we explore life up front.

2:45 - 3:30 PM CT

Mike Cisek, VP Analyst, Infrastructure & Operations, Gartner

Join Gartner Analyst Mike Cisek on the discussion of Cloud Realities and the top 3 drivers and top 3 deterrents of cloud adoption in midsize enterprises. The size and scale of your credit union are key factors in both influencing and deterring adoption of cloud services. Credit Union Technology and Operations Leaders must understand the practical benefits that they will be able to realize and adjust their cloud strategy accordingly, as well as look to address barriers to adoption before moving workloads or increasing consumption in the cloud.

2:45 - 3:30 PM CT

Leticia Saiid, Chief of Staff, CoNetrix, LLC
Wayne Trout, CISA, CRISC, CBRA, CBRITP; Regional Information Systems Officer (RISO), NCUA, Southern Region

To date, InTREx-CU is still a relatively new examination process for many credit unions. InTREx-CU stand for “Information Technology Risk Examination for Credit Unions.” InTREx-CU has been designed to harmonizes the IT and Cybersecurity examination procedures shared by the Federal Deposit Insurance Corporation, the Federal Reserve System, and some state financial regulators. While there is great value in harmonization, the NCUA considers ease and usability for credit unions to be a top priority. As such, the program continues to be reviewed and revised while being used in examinations. Join this session to hear from Wayne Trout of the NCUA and Leticia Saiid of CoNetrix, a family of cybersecurity and technology companies, as they clearly define what InTREx-CU is, what it is not, and how credit unions can be prepared for the coming exams. 

3:30 - 3:45 PM CT

Engage in one more conversation with a solution provider in the Marketplace.

3:45 - 4:45 PM CT

The Flying Ivories

Sponsored by

It’s a wrap! Well….almost. Let’s end our day together with lively entertainment and musical fun! Stick around for a dueling piano experience that will land your Wednesday on a (literal) high note! The Flying Ivories belt out an all-request, rock and roll dueling piano show that's part music, part comedy and all fun. From Billy Joel to Aretha Franklin, from Sinatra to Metallica, from Johnny Cash to Katy Perry, they’ve got it covered. Get ready to sing along and feel free to request a song or two in the chat—no tip required.

10:00 - 11:00 AM CT

Sponsored by FIS

Sohini Chowdhury, Director and Senior Economist, Moody’s Analytics

As the US economy recovers from the pandemic, new risks and opportunities abound. Financial institutions, in particular, need to prepare for an environment where consumer and industry behaviors have changed, at least in the short to medium term.  This session will analyze our outlook for the US economy and what it means for credit unions and their customers. 

11:00 - 11:15 AM CT

Sponsored by CSI

Check out the amazing sponsors in the Solutions Marketplace.

11:15 AM - 12:15 PM CT

Moderator:  Mia Perez, Chief Administrative Officer, Louisiana FCU
Greg Inman, Chief Operating Officer, Neighbors Federal Credit Union
Jan Johnson, EVP Organizational Agility, Royal Credit Union
Christine Messer, VP of Accounting, Heritage Family Federal Credit Union
George Rudolph, President & CEO, PSECU
Debbie Shephard, Lending Manager, Northern Colorado Credit Union

2020 was a year of constant change that will have long lasting impacts on how our organizations work and what our Members expect.  Join us for a multifaceted panel discussion with representatives from other CUNA Councils to talk about post pandemic plans and considerations as we move into a new normal managing hybrid teams, economic challenges, emerging technologies and changing Member needs.

12:15 - 1:15 PM CT

Stop in and say a quick hello to our solution providers.

1:15 - 2:00 PM CT

Jared Ihrig, Chief Compliance Officer and Counsel, Credit Union National Association

In the fast-paced and ever-changing environment credit unions are operating in today, compliance responsibility impacts nearly every one of us.  It’s overwhelming to keep track of the constant regulatory changes, how the changes impact operations, and how to practically implement compliant solutions.  Jared Ihrig, CUNA’s Chief Compliance Officer & Counsel, will discuss the top regulatory areas of focus, along with tips and tools credit unions can use to manage the regulatory burden.  Come listen to Jared educate and guide us about today’s important regulatory hot topics.  This is one session you won’t want to miss!

1:15 - 2:00 PM CT

Sponsored by Fonolo

Melissa Castagna, Director Member Experience, Baxter CU
Jill Sammons, VP Marketing & Communication, Baxter CU

Feedback from our members is a gift but sometimes the challenge becomes what to do with the feedback as well as how to manage it in the instant world of social media.  During this session, our presenters from BCU will share take-aways on how BCU has evolved the handling of member feedback from multiple feedback channels.

1:15 - 2:00 PM CT

Moderator:  Zach Eychaner, SVP Remote Services & Technology, 4Front CU
Adrienne Allgire, VP Operations, SECU Maryland
Ashley Call, Manager of Virtual Teller Department, Cyprus Federal Credit Union
Mindy DeSherlia, VP Remote Delivery Services, Envision Credit Union
Maggie Robarts, VP Operations, Tampa Bay FCU

Credit Union panelists will share their experiences with ITMs including deployment, the impact on their membership, and their best practices.

1:15 - 2:00 PM CT

Sponsored by Cinchy

Kevin Polinsky, Sr. Director, AdvantEdge Digital

By thoughtfully dissecting the nebulous term “fintech,” credit union leaders unearth just as many opportunities as threats. Join AdvantEdge Digital’s Kevin Polinksy on an exploration of fintech foes, fintech friends and the exciting segment of hybrid fintechs that holds intriguing prospects for credit unions. The session will include real-world examples of financial institution disruptors that, upon closer inspection, present immense opportunities for investment, co-creation and strategic disruption to draw more consumers into the movement. In addition to a fresh view of startup competitors, leaders will walk away with actionable next steps for continuing their exploration of the fascinating fintech landscape and their distinct places within it.

2:00 - 2:15 PM CT

Be sure to give them a big THANK YOU since this event wouldn’t have been possible without their generous support!

2:15 - 3:15 PM CT

Everyone wants to win but not everyone knows how to be a winner. A winning mindset, like success in business, isn’t handed to you. You have to build a winning mindset over time and Natalie Fikes will light your way. You have unlimited, untapped potential inside of you, waiting to be discovered. It's time to connect with your purpose and activate, master, and unleash your inner winner. Be inspired to dream big, trust yourself, embrace a positive attitude, and celebrate progress not perfection.