C o n f e r e n c e. November 5-7, 2018 Chicago

Transcription

1 November 5-7, 2018 Chicago

2 The Raddon Conference is a forum to share and discuss ideas on the latest challenges facing financial institutions. Raddon strategists and other thought leaders will lead conversations about facing those challenges, with insights from consumer and small business research and data analytics and actions via marketing and business strategies.

3 CEO SVP/Marketing CMO Chief Data Officer Director of Marketing COO VP Branch Experience VP Retail Banking VP Digital Channels Data Analyst CXO VP Branches EVP/Chief Strategy Officer Product Development Specialist

4 Conference Schedule NOV 5 Monday NOV 6 Tuesday NOV 7 Wednesday 10:00 am Registration Opens 8:00 am Breakfast 7:30 am Breakfast 1:00 pm General Sessions 9:00 am 10:30 am General Session Concurrent Breakouts 8:30 am 9:30 am Concurrent Breakouts Concurrent Breakouts 4:00 pm Concurrent Breakouts 11:30 pm Concurrent Breakouts 10:45 pm General Session 6:00 pm Welcome Reception 12:30 pm Lunch 12:00 pm Closing Remarks 1:30 pm General Session 3:00 pm Concurrent Breakouts 4:00 pm Concurrent Breakouts

5 Featured Keynote Paul Zikopoulos Award-Winning Author, Speaker, Future Trends Expert, and VP of Big Data & Cognitive Systems at IBM The Big Deal About Big Data: Into the Mysterious World of a "Thinking" Business Is there a more frequently used term than Big Data these days? It's changing the world, but we don't yet know how it will sell, operate, learn, heal, and determine big decisions. In this session audiences get a quick framework by which to identify and understand Big Data (hint: it's more than Tweets and Facebook "likes"), and how it's being used across industries to transform the norm. In addition, get insight into what modern analytic architectures look like you'll hear about governance, data lakes, snow flakes, and more. Zikopoulos will leave you with not only a great understanding of Big Data, but also how you are going to change the world with it.

6 Featured Keynote Bill Handel Vice President, Research and Chief Economist, Raddon Data Driven Industry Insights: An Examination of the Opportunities and Threats Emerging Today Economic and demographic factors, along with evolving consumer preferences continue to drive the direction of the industry. Data and analytics have increased exponentially in importance to the success of your organization. In addition, brand strength and service quality continue to be critical to growth. What are the major industry trends in these areas? How will our industry be impacted by these trends over the next three to five years? In addition, how will segmentation and market targeting change? We at Raddon believe we are rapidly evolving to a segmentation of one. Join us in this session at we examine the evolution of the 21st century financial institution.

7 Featured Keynote Devon Kinkead CEO, Micronotes, Inc. Leveraging Artificial Intelligence to Out-learn & Out-service the Competition There was a time when financial institutions could ask customers who were visiting a branch if they were interested in additional products or services. However, the explosive growth of digital banking has largely eliminated that opportunity. But rather than guess what customers want, what if you could ask them while they are using digital banking channels? In this presentation, Devon Kinkead, will discuss how financial institutions can adopt artificial intelligence (AI) to have brief, user-specific conversations with digital banking users. The presentation will examine how this new way of engaging with digital users can help reduce attrition and delinquency while generating more business and building a strong community.

8 Featured Keynote Brian Ley CEO and Founder of Alpharank Humanizing Data Using Transaction Data to Map Human Networks Each of us belongs to overlapping human networks, often centered around home, work, school, worship or shared interests. Facebook and other social media platforms have provided a utility to plot these networks, opening the door to previously untapped marketing opportunities. However, as consumer privacy concerns regarding the use of this personal information increases, much of it may remain out of reach for marketers. In this session, Brian Ley, founder and CEO of tech start-up Alpharank, will explore alternative methods being used to infer connections between customers by using anonymous transaction data.

9 Industry Panel Success with Data Join us for a panel discussion with several industry leaders in the effective use of data. These organizations have taken the lead in exploiting the vast amounts of information that our interactions with our members generate on a daily basis. They have identified ways to use data to effectively stem attrition, generate new growth, and enhance member profitability. These real life practitioners will provide you with examples that you will be able to use in your own financial institution.

10 Breakout Sessions Attrition: Using Data to Understand Whom to Keep and Whom to Lose Not all customers are created equal. Using behavioral data, profitability analyses, and predictive modeling can help an institution find those atrisk customers it wants to keep and those who could be better served elsewhere. Attend this session to find the tools to understand your retention and three strategies to manage it. Customer Loyalty - The USAA Difference Customer loyalty can be integral to long-term growth and profitability, but simply having a consumer's most active checking account is not enough anymore. Attend this session to discover the seven keys to loyalty and the one weird trick that USAA uses to generate industry-leading loyalty in its membership. Determine Correct Segments for Loss Pooling Establishing appropriate pools/segments for your Credit Union is about more than just fulfilling the requirements of the CECL pronouncement. It is about your future. In this session, learn how to think about your CECL data collection and segmentation from a strategic perspective. The insights gained from a strategic approach can inform your key business strategies, from reserve optimization, product mix and pricing, to future growth and expansion.

11 Breakout Sessions Elements of Exemplary Customer Experience What does it take to turn an ordinary customer interaction into extraordinary? During this session we ll help you understanding your customers point of view and provide guidance on educating your employees about their needs. In our service-driven industry, your organizations ability to provide exemplary service is essential to facilitate growth. Designing the 2020 Branch For decades, branches served as the dominant delivery channel for financial institutions. But now with the ubiquity of online banking and the rapid ascent of mobile banking adoption, branches are serving less as transaction centers while still holding value to the consumer as sales and service centers. In turn, financial institutions are compelled to reevaluate the role and design of their branches. This session will examine consumer expectations of branches and explore the emerging trends in branch design so banks and credit unions can continue to serve their customers and members effectively and efficiently. Management s Impact on Employee Performance Raddon research shows that organizations that demonstrate successful performance are being led by effective management teams. During this session we ll explore the effect that management has on employee engagement and the overall productivity of the organization. We ll discuss the skills and training programs that are essential to building strong leaders that motivate employees and produce results.

12 Breakout Sessions Millennials: Attracting, Nurturing and Retaining Talent The Millennial generation is now dominating the workforce. Do you know how to entice this group to stay with your organization longer-term? Above all, Millennials want to feel a strong connection to the organization. During this session we ll discuss the needs of this generation and how to accommodate their appetite for career development and advancement. Mobile Banking: Moving from Downloading to Engagement Smart devices have changed nearly every aspect of banking, from how mobile bankers check their account balances to how they pay for purchases. Mobile banking can be the stickiest service yet, but only if consumers are engaged. This breakout discussion will highlight unique segmentation and strategic deliberations for all institutions to consider in order to move their mobile consumers to the next level of engagement, efficiency, and an overall increase in added value for the institution. Small Business: Access to Credit It can be argued that small businesses are the lifeblood of the American economy. But following the financial crisis, major banks pulled back sharply on small business lending leaving small businesses with reduced access to credit that is vital to their operations and growth. Today, small business optimism is at an all-time high and nearly half of these firms are expressing demand for a loan in the next twelve months. This session will highlight the credit needs and expectations of small businesses and provide attendees with insights, tactics and strategies on how their institution can profitably capitalize on this opportunity while helping to fuel continued economic improvement and growth within their local markets.

13 Breakout Sessions Strategic Planning: Using Data to Find your Competitive Advantage In a commodity industry, success can be as simple as playing to your strengths. This session will explore using data and analytics in your strategic planning process. From benchmarking to customer and market research, understanding your competitive advantage can lead to an actionable plan, set for success. The Art of Onboarding Savvy marketers know that the best time to cross-sell customers and to build engagement is in the days and weeks after beginning the relationship. Too few financial institutions effectively onboard, however. Attend this session to learn the tactics for effectively deepening relationships on the front end, to set appropriate goals, and to use the data you have to put the right offers to the right consumers. The Do s and Don ts for Employee Incentives Many financial institutions use incentives to drive sales culture initiatives. Raddon research tells us that money or incentives are not the only driver of employee satisfaction and engagement. In this session we ll discuss key employee motivators that drive organization success and best practices for developing incentives that reward employees and produce results.

14 Breakout Sessions The Future Is Now: Disrupting the Payment Environment Technology is profoundly reshaping the payments ecosystem. Online commerce and mobile payment functionality has wrought significant disruption within this arena and threatens a critical revenue stream for financial institutions. In this session, we ll look at trends in consumer use of recent entrants such as Apple Pay and Samsung Pay as well as P2P solutions like PayPal, Venmo and Zelle, and identify ways that financial institutions can effectively compete in this space, preserve noninterest income and remain relevant to consumers and their changing purchase and payments behaviors. Using Data to Drive Real Estate Lending With rates rising, the refinance boom is well and truly over. Yet real estate lending remains competitive and necessary for many institutions' balance sheets and bottom lines. Attend this session to discover how to use big data to find consumers in the market, how to target and communicate offers, and how to structure equity lending effectively. Understanding Your Brand Review of Latest Research From Brand Benchmark Survey This session is exclusively for institutions who participate in the Brand Benchmark Study program. During this session we ll help participants understand the strengths and weaknesses of their brand within the markets they serve. The discussion will include a review of insights drawn from our individual market analysis and survey results focused on awareness of the organization s brand and how it resonates relative to the competition.

15 Breakout Sessions Understanding Your Employees Review of Latest Research From the Viewpoint Employee Survey Program This session is exclusively for Viewpoint Employee Survey program participants. During this session we ll review the key challenges facing workforce development in the financial services industry. Participants are encouraged to bring their most recent employee survey findings to reference and gain a better understanding of employee sentiment and how it effects their brand. Participants will share insights and best practices for increasing employee engagement, advocacy and leveraging employee assets to maximize the organization s goals and objectives. Understanding Your Customers Review of Latest Research From Relationship Survey and Touchstone Metrics Programs This session is exclusively for Relationship Survey or Touchstone Metrics program participants. Participants are encouraged to bring their most recent survey findings to reference and gain a better understanding of their customers sentiment and how it effects their brand. Share insights and best practices for increasing customer loyalty, targeting and facilitating positive growth for your organization.

16 Breakout Sessions Updating Your Deposit Strategy Playbook Since the start of 2017, the Federal Reserve has lifted interest rates six times, with another increase expected in December. In this same period, the industry has continued to experience strong loan growth. We are on a collision course, with liquidity concerns surfacing as rates continue on their upward trend. The impact could be a significant increase in cost of funds and downward pressure on margins. In this environment, it is critical to develop a cogent deposit strategy which addresses both short term liquidity concerns but also addresses the longer term issues regarding deposits, such as the generational transfers which will accelerate over the next ten years. This session will utilize Raddon research on deposit behavior and our analysis of deposit behavior at our client financial institutions to help you begin to design an effective deposit strategy which can help you with both deposit retention and acquisition. Loyalty and Engagement Marrying the Customer Experience to Employee Engagement Raddon's research shows that the connections between employee and customers are key drivers of loyalty for both groups. During this session we ll explore the contributions that employee and customer engagement make towards the financial success of the organization. You ll walk away with practical ideas about how to motivate employees to be true brand advocates as well as the key factors that influence customer loyalty.

17 Conference Venue Special Room Rate For Raddon Conference Attendees $279 Per Night Nov 4-7 The reduced rate is only available until October 15, 2018 or until rooms sell out. DOWNTOWN CHICAGO

18 Conference Register Today! raddon.com/events/raddon-conference