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19th Annual Operations, Sales & Service Council Conference

Cosmopolitan Hotel | Las Vegas | September 28- October 1, 2016

Agenda

Time
Session
Download
10:00 a.m. – 7:30 p.m.

CONFERENCE REGISTRATION

9:00 am - Noon

PRECONFERENCE WORKSHOP: The Ultimate Zappos Experience

Limited to the first 50 registrants.  This is a separate fee.  Add this session when you register for the Conference.

Join us for the ultimate Zappos experience! Included with this workshop is a private tour of the Zappos campus as well as a one hour presentation following the tour. This presentation is conducted by a Zappos culture expert and will dive deeper into their culture. You will also have an opportunity to ask questions. Transportation to and from Zappos is included.

 

3:15 – 4:00 p.m.

FIRST TIME ATTENDEE ORIENTATION

4:15 – 4:30 p.m.

WELCOME AND OPENING REMARKS

4:30 – 5:30 p.m.

KEYNOTE ADDRESS: Designing Your Business for the 21st Century

Mike Walsh, Founder & CEO, Tomorrow, New York, NY

The companies that thrive in the near future will be the ones that not only embrace change but are the first to break the rules. If you could start with a clean sheet of paper, how would you design your company? Should your youngest staff member be making coffee or running your R&D team? Is Big Data something for your IT department to worry about, or a weapon to be wielded by your management team? Do you ban social networks or use them to collaborate more effectively?

Most companies are simply not designed to survive. They become successful on the basis of one big idea or breakthrough product. That early success then becomes a rigid code, and as customer habits and markets change, many fail to see that everything that made them successful is exactly what will destroy them later.

 

5:30 - 7:30 p.m.

WELCOME RECEPTION – Meet your Sponsors

Time
Session
Download
7:00 a.m. - 4:30 p.m.

WELCOME CENTER

Conference Registration
Sponsor Area
Internet Café

7:00 - 8:00 a.m.

BREAKFAST – Visit with Sponsors

8:00 - 9:30 a.m.

SPEED ROUNDS – Session 1

They’re back and more popular than ever!  Join us for 11 fast paced presentations from top technology companies.

9:30 – 9:45 a.m.

PASS TIME TO BREAKOUTS

9:45 - 10:45 a.m.

DNA+Strategy = Awesome (session repeats)

Steve Langley, SVP Member Services/Chief Retail Officer, Schools Financial CU, Sacramento, CA

t's the dirty little secret-no, not the fancy new ad campaign or latest mobile solution-it's all about the face of your credit union-the ladies and gentlemen that serve your members on the front lines each and every day. Because after all, people are people, no matter how big or small your credit union. So, how do we capitalize on this untapped resource to make our marketing initiatives pay off in a big way? It is sometimes simpler than you think. Join me as we uncover practical ways to capitalize on both the strengths of your people and a keen marketing strategy to work in perfect harmony to enhance the share of wallet of your existing members while at the same time attract those new members that will bring future business to your organization.

9:45 - 10:45 a.m.

Winning the Heart: Insights for Successful Coaching and Engagement of the Next Generation (session repeats)

Josh Allison, Sr. Consultant, FI Strategies, LLC, Spokane, WA

By the year 2025, seventy-five percent of the workplace will be comprised of the millennial generation. With engagement and employee loyalty on the line, many Gen X and Baby Boomer managers have struggled to effectively coach and manage to the Gen Y value system. Join Josh as we examine the latest engagement and coaching research and discuss the most successful strategies available for winning – and keeping – the heart of your millennial employees.

9:45 - 10:45 a.m.

Executional Excellence: Building Your Project Management Toolkit (session repeats)

Mollie Bell, Chief Transformation and Engagement Officer, Credit Union National Association, Madison, WI   

Recent research suggests that the number one challenge organizations face is execution excellence in project management. In fact, this issue was at the head of a list that included important issues such as innovation and top-line growth. During this session you will learn hands-on methods and be provided implementation tools to enable you to drive execution excellence in project management at your credit union.

 

10:45 – 11:15 a.m.

NETWORKING BREAK – Visit with Sponsors

11:15 – 11:30 a.m.

PASS TIME TO SESSIONS

11:30 a.m. – 12:30 p.m.

DNA+Strategy = Awesome

Steve Langley, VP Member Services/Chief Retail Officer, Schools Financial CU, Sacramento, CA

t's the dirty little secret-no, not the fancy new ad campaign or latest mobile solution-it's all about the face of your credit union-the ladies and gentlemen that serve your members on the front lines each and every day. Because after all, people are people, no matter how big or small your credit union. So, how do we capitalize on this untapped resource to make our marketing initiatives pay off in a big way? It is sometimes simpler than you think. Join me as we uncover practical ways to capitalize on both the strengths of your people and a keen marketing strategy to work in perfect harmony to enhance the share of wallet of your existing members while at the same time attract those new members that will bring future business to your organization.

11:30 a.m. – 12:30 p.m.

Winning the Heart: Insights for Successful Coaching and Engagement of the Next Generation

Josh Allison, Sr. Consultant, FI Strategies, LLC, Spokane, WA

By the year 2025, seventy-five percent of the workplace will be comprised of the millennial generation. With engagement and employee loyalty on the line, many Gen X and Baby Boomer managers have struggled to effectively coach and manage to the Gen Y value system. Join Josh as we examine the latest engagement and coaching research and discuss the most successful strategies available for winning – and keeping – the heart of your millennial employees.

 

11:30 a.m. – 12:30 p.m.

Executional Excellence: Building Your Project Management Toolkit

Mollie Bell, Chief Transformation and Engagement Officer, Credit Union National Association, Madison, WI   

Recent research suggests that the number one challenge organizations face is execution excellence in project management. In fact, this issue was at the head of a list that included important issues such as innovation and top-line growth. During this session you will learn hands-on methods and be provided implementation tools to enable you to drive execution excellence in project management at your credit union.

 

12:30 – 1:30 p.m.

MEMBERSHIP LUNCH (Open to all CTC attendees and sponsors)

1:30 – 1:45 p.m.

PASS TIME TO SESSIONS

1:45 – 3:15 p.m.

SPEED ROUNDS – Session 2

Join us for our next group of 11 top technology company presenters.  At the end of this session, the audience will vote for the Speed Round Best of Show.  Be a part of the action as we crown the best of the best!    
    

 

3:15 – 3:45 p.m.

NETWORKING BREAK – Visit with Sponsors

4:00 – 4:45 p.m.

AWARDS PRESENTATION

6:00 p.m.

SOCIAL EVENT

We are planning another great event for our attendees.  Stay tuned for further updates….                       

9:45 - 10:45 a.m.

Turn your Member Experience in to Revenue (session repeats)

Darlene Johnson

11:30 a.m. – 12:30 p.m.

Turn your Member Experience in to Revenue

Darlene Johnson

Time
Session
Download
7:00 a.m. - 4:30 p.m.

WELCOME CENTER

Conference Registration
Sponsor Area
Internet Café

7:00 - 8:00 a.m.

BREAKFAST – Visit with Sponsors

8:15 – 9:15 a.m.

GENERAL SESSION: Future Freak: Techs Transforming Financial Services

Lee Wetherington, AAP, is Director of Strategic Insight for Jack Henry & Associates, Inc

The future is always already here…if you know where to look. How might sarcastic gestures replace user names and passwords? Why might your kid’s allowance redefine the expectations of a new generation of consumers? How might electromagnetic loops make $8B worth of POS terminal upgrades unnecessary in 2015? What if mobile payments could be done without a mobile device? And what exactly does all of this mean for financial institutions and those they serve? Join Lee Wetherington, and get your future freak on.

 

9:15 – 9:30 a.m.

PASS TIME TO SESSIONS

9:30 – 10:30 a.m.

Branch Structure and Design (session does not repeat)

Kurt Thelen, CEO, Campo CU, Gillette, WY
Michelle Grabicki, VP Corporate Culture, Numerica CU, Spokane Valley, WA


This session will bring together past CUNA Operations, Sales and Service Excellence Awards Winners for Branch Design. In a look back at their branch design and structure, what are they proud of?   What would they consider doing differently?   How have members responded to the changes?   If you are contemplating changes to your branch design, this session will help you generate award winning ideas and avoid some potential pitfalls as well.

 

9:30 – 10:30 a.m.

The Member Journey Workshop: Ease of Use Integration with Sales & Service (session repeats)

Elry Armaza, Impact Director & Analyst, Filene Research Institute, Madison, WI

Service failures are not fun, but they are instructive. During this interactive workshop participants will learn and engage on an exercise to map their current member journey. Armed with this knowledge, participants will then discover some, proven to be effective, tools and techniques to assist credit unions in designing a more streamlined member experience.    

 

9:30 – 10:30 a.m.

The World is Changing at Lightning Speed: Does Your Credit Union Need to Uber its Processes? (session repeats)

Sally Myers, CEO/Principal, c.myers, Phoenix, AZ    
Adam Johnson, VP/Principal, c.myers, Phoenix, AZ

Relevancy should be one of the most important words on the lips of every credit union decision-maker.  Consumers today want everything easy, and they want it delivered so fast that they don’t even have to THINK about it.

Concerns about competition shouldn’t only be focused on other financial institutions.  Rather, the focus should also be on non-traditional competitors with deep pockets and without the burden of expensive branch structures and compliance.  These non-traditional competitors are making borrowing, saving, and paying for things easier and faster for consumers and small businesses alike.  

Companies such as Amazon and Uber are re-defining what easy means for the consumer.  If you answer NO to any of these questions, this session is a must attend:

  • Would most of your new members characterize opening their accounts with you as a rewarding experience because it was fast and easy?  
  • Would members tout to their friends how fast and simple it was to get a loan from your credit union?  
  • Is most of your interaction with members spent on cross-selling your valuable products and services?  

 

 

10:30 – 11:00 a.m.

NETWORKING BREAK – Visit with Sponsors

11:00 – 11:15 a.m.

PASS TIME TO SESSIONS

11:15 a.m. – 12:15 p.m.

Breaking Down the Barriers to Build Up Results (session does not repeat)

Angela Prestil, Director Business Development, Credit Union National Association, Madison, WI

11:15 a.m. – 12:15 p.m.

The Member Journey Workshop: Ease of Use Integration with Sales & Service

Elry Armaza, Impact Director & Analyst, Filene Research Institute, Madison, WI

Service failures are not fun, but they are instructive. During this interactive workshop participants will learn and engage on an exercise to map their current member journey. Armed with this knowledge, participants will then discover some, proven to be effective, tools and techniques to assist credit unions in designing a more streamlined member experience.    

 

11:15 a.m. – 12:15 p.m.

The World is Changing at Lightning Speed: Does Your Credit Union Need to Uber its Processes?

Sally Myers    , CEO/Principal, c.myers, Phoenix, AZ    
Adam Johnson, VP/Principal, c.myers, Phoenix, AZ

Relevancy should be one of the most important words on the lips of every credit union decision-maker.  Consumers today want everything easy, and they want it delivered so fast that they don’t even have to THINK about it.

Concerns about competition shouldn’t only be focused on other financial institutions.  Rather, the focus should also be on non-traditional competitors with deep pockets and without the burden of expensive branch structures and compliance.  These non-traditional competitors are making borrowing, saving, and paying for things easier and faster for consumers and small businesses alike.  

Companies such as Amazon and Uber are re-defining what easy means for the consumer.  If you answer NO to any of these questions, this session is a must attend:

  • Would most of your new members characterize opening their accounts with you as a rewarding experience because it was fast and easy?  
  • Would members tout to their friends how fast and simple it was to get a loan from your credit union?  
  • Is most of your interaction with members spent on cross-selling your valuable products and services?  

 

12:15 – 1:15 p.m.

NETWORKING LUNCH

1:15 – 1:30 p.m.

PASS TIME TO SESSIONS

1:30 – 2:30 p.m.

Reverse Mentoring (session does not repeat)

Laura King

 

 

1:30 – 2:30 p.m.

It’s not your Grandfathers Call Center Anymore: A Panel Discussion (session repeats)

Michelle Fox, VP Sales/Service, Abri CU,
Kevin Roland, Delivery Channels Director, FedChoice FCU
Angie Piddie, Retail Service Manager, SouthPoint FCU, Sleepy Eye, MN

2:30 – 3:00 p.m.

NETWORKING BREAK

3:00 – 3:15 p.m.

PASS TIME TO SESSIONS

3:15 - 4:15p.m.

Strategic Leadership (session does not repeat)

Laura King

3:15 - 4:15p.m.

It’s not your Grandfathers Call Center Anymore: A Panel Discussion

Michelle Fox, VP Sales/Service, Abri CU,
Kevin Roland, Delivery Channels Director, FedChoice FCU
Angie Piddie, Retail Service Manager, SouthPoint FCU, Sleepy Eye, MN

 

 

4:15 – 5:15 p.m.

BONUS SESSION – Blockchain

Tom Stacy, Best Innovation Group, Denver, CO
Jason Law, Co-Founder and Chief Architect, Evernym, Salt Lake City, UT

Session description TBD

 

5:15 p.m. on

Evening on your own

Time
Session
Download
8:00 – 8:30 a.m.

BREAKFAST

8:30 – 8:45 a.m.

Presentation to Children’s Miracle Network – CU4Kids

8:45 – 9:30 a.m.

GENERAL SESSION: Industry Update

Rich Meade, Chief of Staff & COO, Credit Union National Association, Washington, D.C.

9:30 – 9:45 a.m.

BREAK

9:45 – 10:45 a.m.

CLOSING SESSION: Classically Trained, Comically Derailed

Mike Rayburn, Award-Winning Speaker, Entertainer, and Guitar Virtuoso

There is nothing else like it! Mike Rayburn's critically acclaimed presentation is an odyssey of masterful guitar, clean, universally appealing comedy, and musical combinations God never intended. "A comic genius... enough wit and talent to jumpstart a pacemaker!" raves the Aspen Daily News. His entertainment style has been described as "Victor Borge with a guitar (and too much coffee)" and he draws his material from many musical styles we all know and love.

 

10:45 – 11:00 a.m.

CLOSING REMARKS