.June 11 - 13, 2008
Schedule At A Glance
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Wednesday, June 11, 2008
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Noon-5:00 p.m.
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Registration
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3:15 p.m. - 4:00 p.m.
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Reshaping the Planning Process in a Retail Environment
Tom Glatt, President/CEO, Continental Federal Credit Union
Most credit unions continue to build their cultures, and therefore their strategic plans around the old "order taking" mentality. Is your plan and your planning process driving you toward the new retail relationship delivery model or are you still mired in a process that traps you in the status quo? This session addresses the planning process to drive the appropriate long-term strategic decisions your credit union needs to make to remain viable in tomorrow's retail world. |
4:00 p.m. - 4:30 p.m. |
Exhibitor Showcase |
4:30 p.m. - 5:15 p.m. |
The Great Demographic Divide
Joe Sullivan, Founder/CEO, Market Insights, Inc.
Delivering to Generation Y is about understanding the needs, values, preferences and mindset of this often misunderstood segment as well as adapting to more effectively meet their needs. While the industry has benefited from an aging member base, many financial institutions have been too busy chasing after the shifting wealth of aging baby boomers to notice that their member base is slowly diminishing. This
session explores the trend of an aging employee and member base, while addressing strategies that will impact your message, products, services and delivery channels. These strategic changes can help contribute to attracting younger members and increasing long-term profitability. |
5:15 p.m. - 7:00 p.m. |
Reception - Chicago Skyline Terrace
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Thursday, June 12, 2008
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7:30 a.m. - 8:30 a.m.
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Registration/Continental Breakfast/Exhibitor Showcase |
8:30 a.m. - 9:30 a.m. |
Life is Beautiful
Josh Sundquist, Paralympic Ski Racer
Josh Sundquist shares stories about losing his leg to cancer, ski racing in the Paralympics, and playing practical jokes with his artificial leg to give practical motivation for overcoming adversity and striving for excellence. Josh began speaking at age nine to help raise funds for his Children's Miracle Network affiliated hospital. Today he continues to travel the country as an ambassador for the Children’s Miracle Network. |
9:30 a.m. - 10:00 a.m. |
Exhibitor Showcase and Break
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10:00 a.m. - 10:45 a.m. |
Regulation and Innovation: Not an Odd Couple
Gigi Hyland, Board Member, NCUA
Innovation and regulation does not intuitively make one think of a synergistic pairing. However, the two are really inevitably linked. NCUA Board Member Gigi Hyland will explore this topic by discussing changes in the financial marketplace, NCUA's guidance on the evaluation of third party relationships as well as how NCUA tries to address innovation within its role of assuring that federally insured credit unions are safe and sound.
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10:45 a.m. – 11:00 a.m. |
Break |
11:00 a.m. - Noon |
Reshaping the Playing Field through Innovative Solutions
Sarah Canepa Bang, President/CEO, Financial Service Centers Cooperative
Join Sarah for a discussion on what’s new and what’s coming in the world of retail delivery. Sarah will talk about ways in which credit unions of all sizes can compete effectively and efficiently in delivering convenient access to members. Attendees will learn about the contributions made by credit union partners that are transforming the Credit Union Movement service delivery system. |
Noon - 1:00 p.m. |
Luncheon – Sponsored by DSG Associates, Inc. |
1:00 p.m. - 2:00 p.m. |
Sponsored by PSCU Financial Services
People-Centric Cultures Pay Big Dividends: Lessons from Great Companies
Ann Rhoades, Founding Executive Vice President of JetBlue Airways,
People and President of People Ink
Ann Rhoades' dynamic style and commitment to quality have led her to be a driving force in many high profile companies such as Southwest Airlines, Doubletree Hotels, and First Interstate Bank. Ann has worked with several credit unions including Southwest Airlines Federal Credit Union on business and employee strategic planning. She will share her creative approach to developing cultures around fun; her first-hand experiences in launching successful start-up companies; blending post-merger cultures and creating a legacy of people-centric organizations. |
2:00 p.m. – 2:15 p.m. |
Break |
2:15 p.m. - 3:15 p.m. |
What “Retail” Really Means
Jason Boles, President, Jason Boles Consulting
Credit unions have long wished to be their members' primary financial institution, but have only recently focused on being a true retail environment. Evolving your credit union from a traditional branch to a retail outlet can drive real change, but it involves many components. From there many fundamental changes must take place from the way you design branches, deliver products, and serve members. Come prepared to learn ways to start your journey into the retail world of credit unions. |
3:15 p.m. - 3:45 p.m. |
Exhibitor Showcase |
3:45 p.m. - 4:45 p.m. |
Emerging Technologies for the 21st Century Credit Union
Tim Lerew, President, Tim Lerew & Associates
Consumers are demanding that their financial service providers deliver an ever-higher standard of convenience and value. Does your credit union measure up to the challenge? This session features live interactions with online instant loan approvals, interactive speech recognition, wireless handheld banking devices, VOIP, biometric identification, one-to-one marketing and intelligent email management. This session also showcases examples of next generation technologies that should be on the radar of both staff and volunteer leadership. |
4:45 p.m. |
Adjourn |
6:00 p.m. – 11:00 p.m. |
A Night Out – Chicago Style |
Friday, June 13, 2008
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7:30am – 8:30am |
Continental Breakfast |
8:30 a.m. - 9:30 a.m |
Maximizing Your Call Center’s Productivity and Impact
Ray Springsteen, SVP, Business Development, Callahan & Associates
In many credit unions the call center is the single most active member service and loan channel. At busy call centers working with a large concentration of members, satisfaction of the credit union overall is dependent on call center performance. In this presentation, we will show how high performing credit union call centers integrate with the overall retail environment of the organization. We will discuss key metrics including service performance, call quality, sales productivity, strategies around employee development and outsourcing.
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9:30 a.m. – 9:45 a.m. |
Break |
9:45 a.m. - 10:45 a.m |
Stand and Deliver...Innovations in Member Access – Panel Discussion
Mark Condon, SVP, Research & Advisory Services, CUNA
John Dyer, VP, Advanced Products, Cardtronics
Gregory Martin, Chief Operating Officer, Metafos
Scott Post, SVP, Strategy & Delivery, Hanscom Federal Credit Union
Moderated by Sarah Canepa Bang, President/CEO, Financial Service Centers Cooperative
While retail financial services drive profitability for credit unions, it also compels leaders to continually innovate by providing services and outlets that leverage technology to achieve market growth. Credit unions have always been on the vanguard of developing new and innovative ways to maintain membership by providing convenience to millions of members worldwide. This enlightening panel discussion will sharpen your understanding of technological advancements to compete in an increasingly challenging financial marketplace. Products and services to be discussed include self-service kiosks, on-line banking, and payment solutions.
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10:45 a.m. – 11:00 a.m. |
Break |
11:00 a.m. - Noon |
Credit Unions and Branch Expansion: Does it work?
Charles W. “Chip” Filson, President, Callahan & Associates
All financial institutions have been on a branching expansion spree for the past four years. The success of the Commerce Bank "convenience" based model appeared to give life to the value of branches. Credit unions have expanded at a faster rate than other institutions. But do branches produce the growth and results managers expect? This session will examine the effectiveness of branches in a retail deliver strategy. Specific examples will be provided from credit union experiences.
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Noon |
Adjourn |
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Information regarding our June 2008 Annual Meeting and Conference
please contact
us. |
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