CUNA is now America’s Credit Unions.
A stronger voice to advance the credit union industry.
This event has concluded for 2023, but the schedule below highlights the types of topics, experts and events you can expect for our 2024 conference in Anaheim.
1:00 - 5:00 p.m. - Technology Council Security Summit (1.5 days) (separate agenda and separate fee)
Location: Willow Lake 4-5, Level 3
8:00 a.m. – 3:00 p.m. - Technology Council Security Summit (separate agenda and separate fee)
Location: Willow Lake 4-5, Level 3
8:00 a.m. – 12:30 p.m. - Pre-Conference Workshop: From the Rockies to the Capitol – The Heart of Democracy (separate fee and space is limited)
Location: Willow Lake 3, Level 3
Join us for an exciting pre-conference workshop that offers a unique blend of education and exploration! Departing from the Gaylord Rockies, this immersive session takes you on a captivating journey to downtown Denver, where you'll have the opportunity to visit and tour the historic Colorado State Capitol.
Our private guided tour of the State Capitol will provide insights into the rich history and significance of Colorado's legislative processes. You'll gain a deeper understanding of the state's governance and have the chance to witness democracy in action. Our knowledgeable guides will also provide valuable information on legislative briefings, keeping you informed about the latest developments in national and state-level political developments.
As you marvel at the architectural splendor of the Capitol building and soak in panoramic views of Denver from its majestic dome, you'll forge connections with fellow attendees and engage in meaningful discussions about the issues that relate to the credit union industry.
10:00 a.m. – 8:00 p.m. - Conference Registration
Sponsored by Backbase
Location: Aurora Hall 2 Registration Desk, Level 2
1:00 – 2:45 p.m. - Roundtable Exchange
The session is open to credit union attendees only
Sponsored by Qualitest
Speakers
- Wendy Cleveland, EVP/Chief Operations Officer, Sound Credit Union
- Jeffrey Staw, Chief Innovation Officer, Open Technology Solutions/Bellco
Location: Red Rock 6-7, Level 3
The Roundtable Exchange is an opportunity to discuss ideas, best practices and knowledge with other credit union professionals. The session is designed to be highly interactive, so come ready to ask questions and make comments with your industry peers. This is a real opportunity to have open and honest communication about topics that interest you – you can bet if it matters to you, it matters to someone else too!
3:00 – 3:45 p.m. - Orientation
Sponsored by KnowledgeLake
Location: Red Rock 8-9, Level 3
Whether you are a first-time attendee or you are traveling solo (the only person representing your CU), you are invited to join us to meet new colleagues and get your conference experience started off on the right foot. We’ll provide a quick rundown of conference events and leave plenty of time for you to start networking.
4:00 – 5:00 p.m. - Early Access Sponsor Tour (EAST)
Location: Aurora Hall 2, Level 2
The session is open to credit union attendees only.
How would you like a quick introduction to the solutions that will help take your credit union to the next level? Look no further! The Early Access Sponsor Tour (EAST) is a program to give an exclusive guided group tour to our attendees where they can preview solutions built by our sponsors. Your tour will take you on a journey where you will hear a three-minute introduction to the services offered by selected sponsors. Positioned at the very beginning of the conference, this will give you quick insight into which sponsors you will want to connect with in the sponsor hall when it opens. EAST will give you time to come up with questions and scenarios for sponsors you are interested in engaging with which will make the interactions more meaningful and specific to you and your credit unions’ needs. It will also give you a great opportunity to meet and network with your peers to discuss relevant topics and feedback around the solutions. Come join us for EAST!
5:15 – 6:30 p.m. - Conference Kick-Off: Opening Remarks + General Session
Sponsored by TruStage
Building an Innovative Culture - 7 Ways to Make Your Company Faster
Speaker: Stephanie Mehta, CEO and Chief Content Officer at Mansueto Ventures, parent of Inc. and Fast Company
Location: Colorado Ballroom, Level 3
Fast Company's former Editor-in-Chief Stephanie Mehta spends time with the entrepreneurs and inventors who are transforming business at dizzying speeds. She also knows, from her years interviewing the chieftains of the biggest corporations in the world as an editor at Fortune and The Wall Street Journal, that big organizations are working hard to inject their cultures and processes with entrepreneurial and innovative zeal. A natural storyteller, Mehta provides a lively, anecdote-filled roadmap that offers executives practical, actionable insights on how they can make any department or company a fast company.
6:30 – 8:00 p.m. - Opening Reception
Co-Sponsored by MANTL and SharpenCX
Location: Aurora Hall 2, Level 2
Come on over to the exhibit hall and mingle with our solutions providers, all while treating yourself to a refreshing drink and some delightful bites. Reconnect with old friends and make some wonderful new connections.
6:30 – 8:00 p.m. - Giveback Event: Backpack Society
Sponsored by Fiserv
Location: Aurora Hall 2, Level 2
Starting Wednesday, you can help alleviate food insecurity for Denver-area children. Starting Wednesday, you can help alleviate food insecurity for Denver-area children. The Backpack Society provides food to kids on weekends and breaks when they don’t have access to food at school.
Backpack Society is partnered with schools in Douglas County and Littleton School Districts in Colorado to reach students in need and is a 100% volunteer & community-funded nonprofit based in Highlands Ranch.
Your council is working with Air Academy Credit Union to help support this organization. We are committed to pack 500 bags during the conference. The assembly line is set up in the back of the exhibit hall/welcome center.
If you want to donate to this organization or learn more, visit their website: https://www.backpacksociety.org/donate
7:00 – 7:45 a.m. - Breakfast
Sponsored by interface.ai, PortX, Printmail Solutions, and The Delta Consulting Group
Location: Aurora Hall 2, Level 2
Visit with the solutions providers, grab some breakfast and stuff a few backpacks for the Backpack Society!
7:00 a.m. – 4:15 p.m. - Registration
Location: Aurora Hall 2, Registration desk, Level 2
8:00 – 9:30 a.m. - Announcements + Speed Rounds – Session 1
Sponsored by zLinq
Beverage Stations: Sponsored by LemonadeLXP and SMA Technologies
Location: Colorado Ballroom, Level 3
Attend what is consistently the highest-rated conference session by attendees every year. 11 vendors per Speed Round session (22 total): up to 5-minute demo each, 2 minutes of Q&A by judges. See the innovative solutions, continue the conversation with your favorites in the exhibitor hall, and vote for your favorite presenter.
9:45 – 10:30 a.m. - 5 Concurrent Breakouts
The Credit Union Demographic Challenge
Sponsored by Solutions Metrix
Speaker: Steve Kelley, Director of Business Development, Pulsate
Location: Red Rock 8-9, Level 3
Comprising over 50% of the US population, capturing the attention and wallet share of the "digital native" generations is a top priority for many credit union leaders today. But it's no easy task! Presented with an audience that expects exceptional digital services and a highly personalized experience—shaped by online giants like Apple, Amazon, Spotify, and Netflix—how can you strike the right balance to compete and thrive? This session will highlight key strategies to attract and retain younger members, combining the very heart of what has propelled our industry—personable service and relationship building—with the mobile and digital engagement channels today's consumers prefer.
The Evolution of Credit Unions into Decentralized Finance
Speakers
- Becky Reed, COO, BankSocial
- John Wingate, CEO, BankSocial
Location: Red Rock 2-3, Level 3
Join us for an inspiring breakout session that explores the exciting potential of Credit Unions as the future of decentralized finance (DeFi). In this session, we will delve into the key reasons why Credit Unions are poised to disrupt and redefine the financial landscape. Discover how Credit Unions, with their member-owned structure, community-centric approach, and cooperative principles, align perfectly with the decentralized ethos of blockchain technology. Learn how they can leverage blockchain's transparency, security, and efficiency to empower individuals, foster financial inclusion, and build trust within communities. Our expert speakers will share real-world examples showcasing how Credit Unions can bridge the gap between traditional banking and DeFi, offering innovative financial products and services while ensuring the preservation of democratic decision-making. Gain insights into the potential of decentralized lending, asset management, and governance models, enabling individuals to participate actively in shaping the future of finance.
Breach 911: The New NCUA Cyber Incident Reporting Rule
Speaker: Leticia Saiid, Chief of Staff & Chief Learning Officer, CoNetrix
Location: Willow Lake 4-5, Level 3
The NCUA recently released their new cyber incident reporting rule (effective September 1). If you’re scratching your head thinking, “what makes something a ‘reportable cyber incident?” you’re not alone. The truth is, it’s not cut and dry. Join Leticia for a deep dive into the rule, how it applies to your credit union, best practices for reporting incidents to the NCUA, navigating the 72-hour reporting requirement, considering the rule’s impact on emerging technologies and outsourced services, and more.
Opportunities and Challenges in Member Experiences (session repeats)
Speakers
- Buddy Bennett, Chief Operating Officer, Cyprus FCU
- Jason Rogers, SVP/Chief Member Services Officer, MACU
- Cynthia Ryan, EVP/Chief Operations Officer, Connect
CULocation: Red Rock 4-5, Level 3
Leveraging technology for authentication and fraud prevention is crucial in today's environment of increasingly frequent account takeover attacks and artificial intelligence developed fake documents and media content. Credit unions are being challenged to up their game in defending themselves and their members. The ever-present challenge in this undertaking is achieving a balance between member experience and security. This presentation will educate attendees about the current state of user authentication, fraud attacks and fraud prevention approaches. Common user authentication methods being used by enterprises today will be reviewed for their advantages and shortcomings. An approach to achieve a better balance between member experience and security will be offered.
Digital Adoption Strategies
Sponsored by VoApps DirectDrop Voicemail
Moderator: Jim Phillips, EVP & CIO, SchoolsFirst Federal CU
Speakers
- Kelly Albiston, Senior Vice President / Chief Technology Officer, Mountain America Credit Union
- Alex Michaud, Senior Vice President/Chief Information Officer, True Sky Federal Credit Union
- Lindsay Oparowski, AVP, Digital Member Experience
- Damon Sipe, Chief Technology Officer, Spero Financial Federal Credit Union
Location: Red Rock 6-7, Level 3
Members want digital tools to help them self-serve for their financial needs. This session will focus on how to create a roadmap to bring on highest impact features for your members and strategies for how to get your members to use them.
10:30 – 11:00 a.m. - Networking Break with Sponsors
Sponsored by Info At Risk, A BPM Company and 3SI Security Systems/CUNA Strategic Services
Location: Aurora Hall 2, Level 2
Make sure to stop by and stuff a few backpacks for the Backpack Society!
11:15 a.m. – 12:00 p.m. - 5 Concurrent Breakouts
Using Tech to Create a Frictionless Member Experience
Sponsored by Spinwheel
Speaker: Cody Willis, Senior Integration Strategist, Kinective
Location: Red Rock 4-5, Level 3
Today’s consumers expect convenience when they interact with their credit union, and when you don’t have what they want, they leave. In this session, we will break down the member journey and which technologies allow you to be agile and offer the right choices at the right time, so members love every experience.
Hear from a CapEd CU on how they expanded options for their members to create a convenient, frictionless experience using the latest tech trends and a unique retail member journey.
Top Takeaways:
Leveraging Personalization to Drive Digital Adoption in Banking: Bridging the Gap Between Branches and Digital Platforms (session repeats)
Speaker: Craig McLaughlin, CEO, Finalytics.ai
Location: Red Rock 2-3, Level 3
Navigating the landscape of digital adoption in banking requires understanding generational trends, consumer behavior, and finding the right fintech partner. In this talk, we'll explore how personalization strategies can fuel digital adoption, aligning both branch and contact center operations. We'll delve into methods for promoting digital platforms to traditional members, seamlessly integrating features like budgeting tools and integrated payments. We'll discuss how to evaluate vendors for digital adoption programs, ensuring they align with your strategic roadmap. From envisioning the desired customer journey to operational considerations, we'll demonstrate how personalized approaches can transform the digital adoption experience. By the end of this session, you will have a clear understanding of how to leverage personalization strategies to facilitate digital banking adoption, creating a unified experience that resonates with members across all generations.
Vendor Management Failures That Led to an SEC Filing
Speaker: Leticia Saiid, Chief of Staff & Chief Learning Officer, CoNetrix
Location: Willow Lake 4-5, Level 3
Get lax on vendor management and you just might lose member data, open up vulnerabilities, or harm your reputation with clients. Join Leticia for a case study of a prominent financial institution and their (many) vendor management failures that led to the exposure of 15 million customers’ data. As a bonus, attendees will get access to four in-depth document review templates for the most important due diligence documents and a lesson on how the “bucket method” for due diligence is hurting your strategy.
Opportunities and Challenges in Member Experiences (session repeats)
Speakers
- Buddy Bennett, Chief Operating Officer, Cyprus FCU
- Jason Rogers, SVP/Chief Member Services Officer, MACU
- Cynthia Ryan, EVP/Chief Operations Officer, Connect
CULocation: Red Rock 8-9, Level 3
We'll discuss successfully navigating the challenges and the opportunities in operations & how that can lead to a positive and satisfying overall member experience, foster long-term relationships with our members and continue organizational growth.
Taking Your Contact Center to the Next Level
Speakers
- Katie Buvens, Contact Center Operations Manager, Pelican State CU
- Greg Minnich, VP of Member Experience & Engagement, PSECU
Location: Red Rock 6-7, Level 3
It is time to focus on elevating your contact center’s effectiveness with adaptive strategies that will equip you to navigate the dynamic landscape of member interactions and employee retention. We will share targeted techniques for hiring candidates with the right personality and career aspirations, driving greater connection of your mission, vision, and values during onboarding and beyond, the power of redesigning training programs to create a shorter initial training, and the benefits of agile scheduling and aligning staffing with peak call and message demand. Plus, we’ll discuss enhancing the member experience with streamlining the authentication process using technology, empowering, and educating members to choose self-service and digital options, and the benefits of outsourcing frequently occurring calls to drive more critical, complex interactions in-house.
12:00 – 1:15 p.m. - Networking Luncheon
Sponsored by Millennial Vision
Location: Aurora Hall 2, Level 2
Grab lunch, visit with the solutions providers, and stuff a few backpacks for the Backpack Society!
1:15 – 2:45 p.m. - Speed Rounds – Session 2
Sponsored by zLinq
Location: Colorado Ballroom, Level 3
Attend what is consistently the highest-rated conference session by attendees every year. 11 vendors per Speed Round session (22 total): up to 5 minute demo each, 2 minutes of Q&A by judges. See the innovative solutions, continue the conversation with your favorites in the exhibitor hall, and vote for your favorite presenter.
2:45 – 3:15 p.m. - Networking Break with Sponsors
Co-Sponsored by FreeClimb by Vail and Rivial Data Security
Location: Aurora Hall 2, Level 2
Make sure to stop by and stuff a few backpacks for the Backpack Society!
3:30 – 4:15 p.m. - 4 Concurrent Breakouts
Building Bridges of Financial Inclusion
Speakers
- Corey Tresidder, Vice President - IT and Facilities, Guadalupe Credit Union
- Jessica Jacobson, Director, Deposits, Strategy and Operations, CNote
Credit unions’ unwavering commitment to financial inclusion enables them to bridge gaps and empower those who lack reliable, responsive, and responsible financial products and services. Join us for an engaging session where we will delve deeper into the tools at your credit union's disposal, empowering you to extend your support to a larger segment of underserved members. Gain valuable insights into the art of collaboration, exploring how partnerships with community organizations and other credit unions can amplify your impact. Discover forward-thinking strategies that enable you to tailor your products and services to meet the unique needs of underserved communities, fostering financial empowerment. By embracing these transformative approaches, you can unlock your credit union's potential to provide the much-needed financial resources that underserved communities require. Join us to be at the forefront of positive change and make a lasting difference in the lives of those who need it the most.
Location: Red Rock 8-9, Level 3
Leveraging Personalization to Drive Digital Adoption in Banking: Bridging the Gap Between Branches and Digital Platforms
Speakers
- Craig McLaughlin, CEO, Finalytics.ai
- Mark Ryan, Chief Analytics Officer, Finalytics.ai
Location: Red Rock 2-3, Level 3
Navigating the landscape of digital adoption in banking requires understanding generational trends, consumer behavior, and finding the right fintech partner. In this talk, we'll explore how personalization strategies can fuel digital adoption, aligning both branch and contact center operations. We'll delve into methods for promoting digital platforms to traditional members, seamlessly integrating features like budgeting tools and integrated payments. We'll discuss how to evaluate vendors for digital adoption programs, ensuring they align with your strategic roadmap. From envisioning the desired customer journey to operational considerations, we'll demonstrate how personalized approaches can transform the digital adoption experience. By the end of this session, you will have a clear understanding of how to leverage personalization strategies to facilitate digital banking adoption, creating a unified experience that resonates with members across all generations.
BAM!!! POW!!! AZP!!! – NCUA’s ISE program, Reporting Cybersecurity Incidents, and Examining New Tech
Sponsored by Archer
Speakers
- Wayne Trout, Regional Information Systems Officer, NCUA
- David Zweigart, Regional Information Systems Officer, NCUA
Location: Willow Lake 4-5, Level 3
Come meet with two NCUA Regional Information Systems Officers (RISO) and discuss the new IT exam program being used by NCUA.
Hear about the new Cybersecurity Incident Reporting implementation that began September 1st, and learn how NCUA addresses new technologies or fintech in their examination program.
Unlocking the Future of Your Credit Union: Embark on a Cloud Journey of Possibilities
Sponsored by CDW LLC
Speakers
- Trent Henson, CTO, Pure IT Credit Union Service
- Kyle Stutzman, CEO, Janusea
Location: Red Rock 6-7, Level 3
Are you ready to unleash the power of your credit union through cutting-edge cloud technologies? Don’t miss this opportunity to explore practical and tangible cloud solutions that can transform your credit union’s operations. Embracing the cloud enables credit unions to streamline processes, eliminate manual tasks, and facilitate seamless integrations that cater to the needs of both members and staff. Join us as we unravel the intricacies of cloud transformation and help you assess and enhance your existing strategy.
What you’ll walk away with:
4:30 – 6:00 p.m. - Reception + Awards
Awards Reception
Sponsored by Engage fi
Awards Presentation 2023
Sponsored by Finalytics.ai
Location: Colorado Ballroom, Level 3
Who doesn’t love an open bar (or several)? Mix and mingle with fellow attendees over your beverage of choice. Most importantly, be inspired for the upcoming year and see who will take home the awards for Professional of the Year, Rising Star, and Top Community Contributor, as well as who will win the Best in Show award for Speed Rounds!
7:00 – 7:45 a.m. - Breakfast
Sponsored by Business Data, Inc., National Credit Union ISAO, Sharetec, and WesPay
Location: Aurora Hall 2, Level 2
Visit with the solutions providers, grab some breakfast and stuff a few backpacks for the Backpack Society!
7:00 a.m. – 4:00 p.m. - Registration
Location: Aurora Hall 2, Registration Desk, Level 2
8:00 – 9:30 a.m. - Announcements + General Session: Navigating the AI Frontier: Transforming Credit Unions and Empowering Members
Sponsored by ORIGENCE
Beverage Stations Co-Sponsored by Savana and TTEC Digital
Moderator: John Best, Founder/CEO Best Innovation Group
Panelists
- Saroop Bharwani, Founder and CEO, Senso.ai
- Joey Rudisill, Chief Information Officer, Central Willamette Credit Union
- Kathy Sianis, VP of FI Strategy, Posh Technologies
Location: Colorado Ballroom, Level 3
In a rapidly evolving AI landscape, staying ahead of the curve is crucial. Join John Best, your moderator, as he leads an engaging discussion on the profound implications of AI's ascent for credit unions and their members. Delve into the transformative potential of AI and discover how it can empower your credit union to better serve its members in an ever-changing financial landscape.
9:45 – 10:30 a.m. - 5 Concurrent Breakouts
Hands-On with AI: Credit Unions Take the Lead (session repeats)
Speakers
- Thomaz DeMoura, Innovations Manager, DCU - Digital Federal Credit Union
- Scott Maronic, Director, Enterprise Data Analytics, PSECU
- Cliff Van Scyoc, VP of Technology, PSECU
- Joey Rudisill, Central Willamette CU, Chief Information Officer
Location: Willow Lake 4-5, Level 3
This session stokes up excitement as your credit union colleagues unveil how they're using generative AI like ChatGPT within their credit unions. This isn't your standard talk - it's a front-row seat to compelling presentations showcasing real-world AI application. See your peers illuminate their journey, demonstrating how this tech has revolutionized their operations. But we're not just presenting, we're conversing. We'll reserve time for enlightening Q&A, opening the floor for your pressing AI questions and insightful dialogue. This industry hot topic is all the buzz, so come ready to learn, share, and be a bit amazed. Real-world stories, practical insights, a splash of fun – this is one session you don't want to miss!
Harnessing AI Virtual Assistants for Member Engagement and Operational Efficiency
Sponsored by Aequilibrium
Speaker: Ben Nichols, Head of Product, Directlink
Location: Red Rock 8-9, Level 3
This breakout session focuses on enhancing member empowerment and optimizing support agent experiences through integrated systems, AI utilization, and automation. We’ll be covering topics such as the challenges of fragmented data systems in credit unions and the benefits of system integration for improved member profile visibility. It also explores AI's role in personalizing member experiences and strategies for leveraging AI-driven feedback loops. The session concludes by examining how AI-powered automation can empower employees in call center operations with tools for guiding personalized conversations and its impact on overall employee productivity and member satisfaction.
"You Got What I Need" - The Power of a Human-Centric Engagement Design (session repeats)
Sponsored by Withclutch
Speakers
- Matt Kallman, Portfolio Architect, TruStage
- Kevin Polinsky, Senior Director, Technology, TruStage
Location: Red Rock 2-3, Level 3
This engaging session employs the nostalgic horror of 90s music to present an offbeat yet pertinent analogy – we think we know the ingredients of a good member experience, but do we really? Challenging traditional surface-level design, we'll explore how aligning with today's consumer needs can revolutionize member experiences, bolstering member loyalty and satisfaction. Together, let's tune into the melody of true member-centric design, ensuring that as your member interacts with your credit union, every note will strike a chord.
Perfect Balance: Technology & Human Touch to Empower Your Member Service Center (session repeats)
Speaker: Mike Kundrat, Director, LinkLive
Location: Red Rock 4-5, Level 3
In an increasingly digitized world, credit unions are challenged to deliver exceptional member experiences while maintaining a human touch. This session will explore how Contact Center as a Service (CCaaS) solutions can empower your member service center to strike the perfect balance between automation and human interaction.
We will explore the changing landscape of member expectations and the role of technology, including generative AI, in delivering exceptional member experiences. We will also discuss strategies for integrating automation within member service centers to improve efficiency and response times and achieve a win for both credit unions and members.
By attending this session, you will gain valuable insights into leveraging CCaaS to optimize your member service center, enhance member experiences, and create a harmonious blend of technology and human interaction to deliver the best possible member service.
Stepping Up Your Employee Engagement Game
Panelists
- Terri Baker, VP of Member Support, Oregon Community Credit Union
- Julia Burke, Chief of Operations & Information, FRB Federal Credit Union
- Julie Linch, SVP Retail, Directions Credit Union
Location: Red Rock 6-7, Level 3
Join your credit union peers to learn how to keep employees engaged and retain your workforce. We will be discussing the 32-hour work week pilot, hybrid work environments, recognition programs, benefits, and other initiatives that credit unions are using to help strengthen the enthusiasm and dedication of their workforce.
10:30 – 11:00 a.m. - Networking Break with Sponsors
Co-Sponsored by CoNetrix, LLC – A Family of Technology Companies and Lightico
Location: Aurora Hall 2, Level 2
Make sure to stop by and stuff a few backpacks for the Backpack Society!
11:15 a.m. – 12:00 p.m. - 5 Concurrent Breakouts
Hands-On with AI: Credit Unions Take the Lead
Sponsored by Accutive
Speakers
- Thomaz DeMoura, Innovations Manager, DCU - Digital Federal Credit Union
- Scott Maronic, Director, Enterprise Data Analytics, PSECU
- Cliff Van Scyoc, VP of Technology, PSECU
- Joey Rudisill, Central Willamette CU, Chief Information Officer
Location: Willow Lake 4-5, Level 3
This session stokes up excitement as your credit union colleagues unveil how they're using generative AI like ChatGPT within their credit unions. This isn't your standard talk - it's a front-row seat to compelling presentations showcasing real-world AI application. See your peers illuminate their journey, demonstrating how this tech has revolutionized their operations. But we're not just presenting, we're conversing. We'll reserve time for enlightening Q&A, opening the floor for your pressing AI questions and insightful dialogue. This industry hot topic is all the buzz, so come ready to learn, share, and be a bit amazed. Real-world stories, practical insights, a splash of fun – this is one session you don't want to miss!
Financial Wellness Works: Creating Qualified Borrowers through Education and Outreach
Speaker: Jessica Sharon, AVP Financial Outreach, Pelican State Credit Union
Location: Red Rock 8-9, Level 3
As our world's economies change drastically, our members are left searching for a safe haven. Credit Unions offer products and services specifically designed for members of modest means. Through financial education and outreach, credit unions can create qualified borrowers that become loyal member-owners who drive their own financial success, while driving credit union growth and expansion. Learn how education brings members to the credit union, while products and service keep them coming back!
Attendee Takeaways:
“You Got What I Need" - The Power of a Human-Centric Engagement Design
Speakers
- Matt Kallman, Portfolio Architect, TruStage
- Kevin Polinsky, Senior Director, Technology, TruStage
Location: Red Rock 2-3, Level 3
This engaging session employs the nostalgic horror of 90s music to present an offbeat yet pertinent analogy – we think we know the ingredients of a good member experience, but do we really? Challenging traditional surface-level design, we'll explore how aligning with today's consumer needs can revolutionize member experiences, bolstering member loyalty and satisfaction. Together let's tune into the melody of true member-centric design, ensuring that as your member interacts with your credit union, every note will strike a chord.
Perfect Balance: Technology & Human Touch to Empower Your Member Service Center
Speaker: Mike Kundrat, Director, LinkLive
Location: Red Rock 4-5, Level 3
In an increasingly digitized world, credit unions are challenged to deliver exceptional member experiences while maintaining a human touch. This session will explore how Contact Center as a Service (CCaaS) solutions can empower your member service center to strike the perfect balance between automation and human interaction.
We will explore the changing landscape of member expectations and the role of technology, including generative AI, in delivering exceptional member experiences. We will also discuss strategies for integrating automation within member service centers to improve efficiency and response times and achieve a win for both credit unions and members.
By attending this session, you will gain valuable insights into leveraging CCaaS to optimize your member service center, enhance member experiences, and create a harmonious blend of technology and human interaction to deliver the best possible member service.
The Future is Now: Embracing RPA in Credit Unions
Speakers
- Marc Bloom, VP, IT Core Operations and Architecture, Virginia Credit Union
- Robert Eckhart, VP, Information Security, GECU (moderator)
- Ryan Pederson, Senior Development Manager, Affinity Plus Federal Credit Union
- Todd Reynolds, Director of Technology & Operations, PSECU
Location: Red Rock 6-7, Level 3
Discover how RPA transforms traditional workflows into streamlined, efficient processes. Join us to explore real-world use cases showcasing how RPA technology can optimize member onboarding, loan processing, and data reconciliation, reducing errors and enhancing accuracy. Our expert moderators will guide you through the benefits of RPA, highlighting its potential to lower operational costs, expedite task completion, and enhance member satisfaction. Gain insights into best practices for implementing RPA within your credit union, ensuring a seamless integration that empowers staff to focus on high-value tasks. Whether you're new to RPA or seeking to enhance your credit union's existing automation strategies, this session will provide valuable insights. Don't miss the opportunity to revolutionize your credit union's efficiency and member service.
12:00 – 1:15 p.m. - Networking Luncheon
Sponsored by Coconut Software
Location: Aurora Hall 2, Level 2
Last chance to stop by and stuff a few backpacks for the Backpack Society!
1:15 – 2:30 p.m. - General Session: Digital Leadership + AI: The Future of Innovation & Growth
Sponsored by Access Softek, Inc.
Speaker: Erik Qualman, Technology and Digital Leadership Expert, Keynote Speaker and Bestselling Author
Location: Colorado Ballroom, Level 3
We don't have a choice on whether we team-up with AI, the choice is how well we do it. As a leading futurist, practitioner, professor, author, and speaker, Erik Qualman is at the forefront of the AI revolution and the impact it’s having across all sectors: business, education, healthcare, government, and beyond. In an entertaining fashion, Qualman will cover these 3 critical organizational outcomes:
This entertaining, educating, and empowering experience will provide you with the tools and knowledge needed today, and tomorrow, to harness the power of AI to drive growth and innovation. Your audience will learn how to stay a year ahead of your competition, but never a year ahead of your market.
2:30 – 3:00 p.m. - Networking Break with Sponsors
Co-Sponsored by SilverSky/CUNA Strategic Services and Spiral
Location: Aurora Hall 2, Level 2
3:15 – 4:00 p.m. - Concurrent Breakouts
Human Center Design to Enhance the Member Experience
Speakers
- Amy Paulishak, Senior Director, Newbold
- Pamela Herrmann, Senior Consultant, Newbold
Location: Red Rock 2-3, Level 3
Keep Members' wants, pain points, and preferences front of mind during every phase of your processes, products, and systems. In turn, you'll build greater loyalty as competitive pressures mount. Participants will take away practical tips for integrating human-centered design into your credit union’s product, service, and experience design process:
Passive Voice Authentication for Credit Union Contact Centers: Happier Members, Shorter Calls, Better Security
Speakers
- Milind Borkar, Founder & CEO, Illuma
- Pete Lopez, VP Information Technology, TruWest Credit Union
Location: Red Rock 6-7, Level 3
Over 75% of calls received by a credit union contact center require some level of ID verification. Most credit unions rely on outdated Knowledge Based Authentication (KBA) methods to address this requirement, but these are time consuming, introduce unnecessary friction, and are extremely easy for fraudsters to defeat. We will review the latest in fraud activity, authentication options available to credit unions, and will provide strong data to prove why passive voice authentication is the ideal solution for contact center voice interactions. We will also review the newest threats from generative AI and cloned voices, and we will showcase technologies to battle this emerging threat.
Captivating the Next Generation: Attracting and Retaining Millennials and Gen Z in Credit Unions
Speaker: Shawn Melamed, CEO and Co-Founder, Spiral
Location: Red Rock 8-9, Level 3
In 2023, credit unions are experiencing an extraordinary surge in loan growth but are facing a decline in deposits. This situation poses a potential long-term challenge unless credit unions effectively attract and engage Millennials and Gen Z. Remarkably, around 75% of credit union deposits currently originate from older members, while the younger generations prefer national banks. Brace yourself for a stimulating discussion that will unveil the strategies required for credit unions to attract and captivate the hearts of tech-savvy generations in 2023. Explore the innovative power of impact-driven digital banking and personalized member experiences. Unleash the inherent community-oriented nature of credit unions and embrace sustainability to foster growth and engagement. Don't miss this opportunity to revolutionize how credit unions connect with the future. Be part of the change that will shape the destiny of credit unions in the coming years.
Accelerate Transformation: Protect, Synergize and Build a More Sustainable Operations Model
Speaker: Jason Wolf, Senior Manager, Global Advisory Services, Diebold Nixdorf
Location: Red Rock 4-5, Level 3
With pressure to keep margins low and efficiencies high, simplification and agility are more important than ever for financial institutions. New ways of operating are shifting the financial services landscape and FIs are building a more resilient and sustainable future by optimizing their operations, reducing complexity and embracing collaboration through managed services, ATM as a service and shared banking. During this session, you will hear how you can methodically and systematically leverage new levels of efficiency and expertise all while putting the focus back on consumer needs and expectations, core banking and revenue-generating activities.
6:00 – 9:00 p.m. - Social Event – Colorful Colorado
Contributing Sponsors: Allied Solutions, LLC; BankSocial; Cinchy; Finotta; and KOFE, a Product of Consolidated Credit
Location: Colorado Ballroom, Level 3
Step into a vibrant Colorado soiree that transcends the ordinary! Engage your senses with interactive activations that capture the spirit of the Rockies. Whether you’re networking, enjoying great food, sampling craft beer, or enjoying some music, this soiree will be a fusion of culture and creativity in an enchanting indoor oasis.
This event is included in the conference registration fee. You can add an adult guest (21+) for $75. Tickets must be purchased ahead of time at the registration desk.
7:30 – 8:15 a.m. - Breakfast
Location: Colorado Ballroom A, Level 3
Co-Sponsored by Greenpath and Zebra Technologies
We have a new spot for breakfast since the exhibit hall is closed. Make your way to the Colorado Ballroom A for breakfast.
8:30 – 10:00 a.m. - Annoucements + General Session
Sponsored by Trellance
Beverage Station Sponsored by Woodridge Software
Harnessing Your Power to Create Change
Speaker: Derreck Kayongo, Founder, Global Soap Project
Location: Colorado Ballroom, Level 3
As Founder of the Global Soap Project, Derreck Kayongo has built a multi-million-dollar venture which takes recycled soap and distributes it through global health programs to people who lack access to it around the world. Kayongo breaks down the key factors that have led to his success; Service, Education, Leadership and Faith (S.E.L.F.) He shares his account of life as a Ugandan refugee and the turning point, which led him to a brilliant transformation as a social entrepreneur. In this presentation, Kayongo challenges audiences to focus on personal accountability, to seek out opportunities to improve, and most importantly, to maintain faith in yourself and your team so that together you create an environment where everyone is empowered to thrive.
10:00 a.m. - Conference Concludes
Travel home safely!
Breakout Sessions
Sponsored by Archer, CDW LLC, Solutions Metrix, Spinwheel, VoApps DirectDrop Voicemail, and Withclutch
Community Giveback
Sponsored by Fiserv
Conference APP
Co-Sponsored by Diebold Nixdorf and Pulsate Mobile Limited
Conference Giveaways
Sponsored by Apiture, BlackSwan CyberSecurity, Compass IT Compliance, LLC, Mahalo Banking, Owl Financial Technologies, TraceSecurity, LLC/CUNA Strategic Services, and Xpress Data Inc.
Conference Lanyards
Sponsored by SWBC
Conference Registration
Sponsored by Backbase
Conference Scholarships
Sponsored by Amazon Web Services, Ascensus, Balto Software, Blend, Bonifii, Computershare Communication Services, Conductiv, Connex Telecommunications, Creatio, Directlink, Eltropy/CUNA Strategic Services, Kasasa/CUNA Strategic Services, Kinective/CUNA Strategic Services, LinkLive, Newbold Advisors, Posh Technologies, ReliaQuest, Tethr
Conference Wireless Internet Service
Sponsored by PSCU
Charging Stations
Sponsored by Q2 and Tangenesis
Hydration Stations
Sponsored by Illuma Labs/CUNA Strategic Services and Janusea
Refreshments During Registration
Sponsored by MARQUIS
