Conference Agenda

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The Credit Union Services and Products Conference is full of timely sessions packed with fresh ideas and innovative solutions to the issues facing today’s credit unions.

Monday, September 9, 2019

Schedule subject to change. Registered guests are welcome during these (GP) credit union conference events.

Earn 12 CPE credits while attending this conference.

11:30 a.m. - 1:00 p.m.

Conference Registration

1:00 – 1:15 p.m.

Opening Remarks

1:15 – 2:15 p.m.

The Future of Payments

Brian Day, Solutions Consultant, PSCU

Few industries have experienced the same rapid-fire influx of innovation as the payments industry. New technologies are enabling more devices to connect and facilitate commerce.

Brian Day will explain whatʼs driving the rapid change in payments, review technologies that are coming to market and discuss what to expect next.

  • Whatʼs driving changes in payments?
  • Review of latest payment trends and technologies
  • What do these technologies mean to your credit union?
  • What to do today and how to prepare for tomorrow

2:15 – 2:30 p.m.

Networking and Refreshment Break

2:30 – 3:30 p.m.

How to Grow Your Credit Union

Rory Rowland, President, Rowland Consulting

  • Learn how the best credit unionʼs grow
  • Explore growth strategies
  • Uncover the truth about your growth mindset
  • Develop a growth mentality and culture
  • Unlock the mystery of your credit unionʼs growth potential

3:30 – 3:45 p.m.

Daily Wrap Up

5:00 – 6:00 p.m. (GP)

Welcome Reception

Join us for cocktails, light dining, and great conversation. Registered guests are welcome to attend.

CU Conferences is grateful for the support of its sponsor, OM Financial, and would like to thank them for co-sponsoring the reception. Learn more about OM Financial.

Tuesday, September 10, 2019

8:00 – 9:00 a.m. (GP)

Sit-Down Breakfast

Join us for a hearty sit-down breakfast. Registered guests are welcome to attend.

9:00 - 9:15 a.m.


9:15 – 10:15 a.m.

Web Portals - Are They Right For Your Credit Union?

Gary Hess, President, RTE Financial Services

Join Gary Hess for a discussion of web portals and how they can benefit your credit union. Are they an opportunity, a threat, or both? Learn about the origins of web portals, how theyʼve evolved, whatʼs available today and what to look for in the future.

Take a look at the functionality of some of the web portals available today to determine if youʼre getting their maximum benefits. Gary will also discuss social media products and services and how they fit into your web strategy.

10:15 – 10:30 a.m.

Networking and Refreshment Break

10:30 – 11:30 a.m.

Member Retention, How to Fix the Hole in Your Membership Bucket

Rory Rowland, President, Rowland Consulting

Survey real-life examples of how top performing credit unions put their deposits to work and take home a free “rescue rate” calculator that will help you steal loans.

Relax . . . this team approach takes the fear out of increasing loan demand.

  • Discover how to achieve a loan-to-share ratio of more than 90 percent
  • Explore seven ways to analyze a loan
  • Learn underwriting tips for those “Iʼm on the fence” loans

11:35 a.m. – 12:35 p.m.

Emerging Technologies and Mobile Marketing - Part I

Taylor Wells, Communications Director, On the Mark Strategies

Biometric banking. Wearables. Videos. Digital payments. “Selfie” banking. Are these emerging technology marketing trends, or just the latest fads, destined to fade away?

  • Technology strategies and trends
  • Emerging technologies
  • Benefits and best practices
  • Implementation tactics

12:35 – 1:35 p.m. (GP)

Group Luncheon

Join us for lunch. Registered guests are welcome to attend.

1:35 – 2:35 p.m.

Emerging Technologies and Mobile Marketing - Part II

Taylor Wells, Communications Director, On the Mark Strategies

Learn even more about technology strategies & trends in part two of Taylor Wellsʼ timely session.

2:40 – 3:40 p.m.

Rewarding Loyalty

Brian Day, Solutions Consultant, PSCU

Rewards programs have been offered for many years. But are they as effective today as theyʼve been in the past? PSCU Solutions Consultant, Brian Day will review trends in rewards and loyalty programs and look at ways other industries are incentivizing consumers to use their products and services.

  • How to ensure your rewards program is competitive
  • New ideas & concepts in rewards programs
  • Key steps to ensure a successful rewards program

3:40 – 3:50 p.m.

Daily Wrap-Up

Wednesday, September 11, 2019

8:00 – 9:00 a.m. (GP)

Sit-Down Breakfast

Join us for a hearty sit-down breakfast. Registered guests are welcome to attend.

9:00 – 9:05 a.m.

Opening Remarks

9:05 – 10:05 a.m.

Voice of the Customer Journey Mapping

Paul Robert, CEO, FI Strategies, LLC

Done properly, journey mapping can be a valuable means of removing friction from the member experience, personalizing service and sales delivery and improving process efficiencies. A journey map aligns an entire organization around the member by encouraging employees throughout the organization to consider the memberʼs feelings, needs and expectations.

  • Establish a journey mapping process at your credit union
  • Understand the various ways to leverage member feedback in decision-making
  • Create the culture that will drive high levels of member experience

10:05 – 10:20 a.m.

Networking and Refreshment Break

10:20 – 11:20 a.m.

Retail 2020: The Future Branch

Kevin Blair, President/CEO, NewGround

The bank branch of 2020 will be a multi-channel social experience targeting specific consumer segments to promote stronger and deeper relationships. Spend an hour with Kevin Blair to see how the financial services arena is repositioning itself to meet the demands of society and learn what youʼll need to do to position yourself as a market leader.

  • Understand economic progression and influencers
  • Explore retail strategies that answer the question why environments must become multi-channel focused
  • Define the role of social media in reaching and managing your members
  • What directors should do to advance strategic retail delivery within their organization
  • Case studies of financial services providers worldwide leading the charge

11:25 a.m. – 12:25 p.m.

Roundtable Discussion

12:25 – 12:45 p.m.

Daily Wrap-Up

Take the Afternoon & Evening to Enjoy the Sites, Sounds & Flavors of Las Vegas!

Thursday, September 12, 2019

Travel Day. Have a safe trip home!