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2023 Schedule At A Glance


Thursday, April 27, 2023


8:00 am – 9:15 am Keynote Address & Breakfast
9:15 am – 10:00 am Breakout sessions
10:00 am – 10:45 am Exhibit Hall Experts
10:45 am – 11:30 am Breakout sessions
11:30 am – 12:00 pm Exhibit Hall Experts
12:00 pm – 12:45 pm Breakout sessions
12:45 pm – 1:45 pm Lunch & Exhibit Hall Experts
1:45 pm – 2:30 pm Breakout sessions
2:30 pm – 3:00 pm Exhibit Hall Experts
3:00 PM – 3:45 pm Keynote Address
3:45 PM Show concludes


Illinois Credit Union Connect 2023 Agenda


Thursday, April 27th

8:00 AM – 9:15 AM: Keynote Address & Breakfast

Complaint Free Business


Executives, employees and staff deal with hundreds of complaints on a daily basis from both complaining customers and complaining coworkers.

In a fast-paced and funny presentation you’ll learn:

  • What’s wrong with complaining? (Complaining’s destructive effects on health, happiness, relationships, and career)
  • What is (and isn’t) a complaint?
  • The 5 reasons people complain (as remembered by the acronym G.R.I.P.E.)
  • How to get other people (and ourselves) to stop complaining
  • Positive leadership in a negative world

You’ll leave inspired, mindful of own own complaints, and motivated to approach complainers with new, simple and effective strategies.

Will Bowen


The Complaint Free Movement

Breakout Sessions



9:15 – 10:00 AM

Speaking the Members Language in a Digital World 


What we can learn from unicorns, dragons, & centaurs  

Jami Jennings will tell you about Unicorns, Dragons and Centaurs, why they are important in the credit union industry, and what you can learn from them that will help you grow your membership and communicate with your members.

Jami Jennings

VP Product Marketing Strategy


Charitable Donation Account (CDA):

Sustainably Fund and Supercharge Your Credit Union’s Community Support


Charitable Donation Accounts (CDA) enable Credit Unions to sustainably and responsibly fund their member community support and charitable giving focus through investment returns rather than as a cost.  Since 2013, CDAs have helped our partner credit unions give 4x more to their communities while improving ROA.  CDAs are a great way to supercharge the Credit Union’s impact on your member community through direct support to 501c3 organizations or the Credit Union’s own foundation.

Jason Ritzenthaler

Co-Chief Investment Officer; Director of Investments & Institutional Business

Members Trust Company

Trusted AI for Automated, Inclusive Credit Underwriting 


AI and machine learning (ML) are transforming the member experience at credit unions. But too many credit unions shy away from investing in better lending with AI because they’re unsure of this new technology and whether to trust it with their underwriting decisions. They also don’t think they have enough transaction or loan volume to properly train an AI model. Not so. The truth is that you don’t need a ton of in-house data to build a high-performing AI underwriting model.  

In this session, you’ll learn what AI-automated underwriting is and how credit unions of all sizes can use ML to increase the accuracy of your credit models, allowing you to approve more borrowers safely. We will also touch on what kinds of data go into AI/ML credit models and how they’re just as transparent (if not more so) than the models and scorecards you use today. You’ll leave the session with a better understanding of AI-automated underwriting and how it can serve your members. 


Roman Nazarewyc

Account Executive

Zest AI

10:45 – 11:30 AM

Digital Experience: Can We Compete?

In this session featuring future service options, including payments, we explore the member experience (MX), what they expect, what’s out there already and competitors you may not know are attracting your members.


Lisa Coffey

Chief Innovation Officer

Corporate America Credit Union

How a Credit Union Can Grow on the Backs of Illinois’ Big Banks 


Join us as we use our local data to explore:  

  • What are the main reasons customers at Illinois big banks are unhappy? 
  • What is essential for you to communicate to draw them to YOUR credit union? 
  • What will make IL consumers switch? 
  • What they think of local credit unions?

Dailey Betz

Banking Research Consultant 


The Future of Digital Banking


Join members of the Access Softek team for a tour through some of the most exciting new products! In this session, you’ll learn:

  • How the Investment Suite can help attract Gen-Z and Millennial Members.
  • Ways to prevent fraud, rather than detect it after the fact.
  • And how Conversational Banking can improve your clients’ experience, reduce your expenses, and increase opportunities for sales.

Don’t miss your opportunity to view this exciting live demo!

Brett Walker, VP Emerging Markets

Marcus Bales, Senior Sales Engineer

Access Softek

12:00 – 12:45 PM

Rising Rates. Falling Loyalty.


Many executives have seen liquidity leave their market much faster than they expected. $376B left institutions in Q3 2022 alone, according to the Wall Street Journal. If it hasn’t happened to you, it probably will soon. Are you ready?

In order to succeed, credit unions have to retain their wallet share — 68% of consumers are less loyal today than pre-Covid, and once they leave, they’re difficult to get back. Consumers today expect compelling rewards and competitive rates. Being able to deliver both profitably is how you will win big.

Join us for this timely session to learn:
• Strategies to retain members and grow core deposits.
• How a 4% high interest share draft account can have a lower cost of funds than a 3% CD
• 5 advantages of reward checking in a rising rate environment


Ryan Ohendalski

SVP, Sales


Biometrics & Beyond: 

Multi-Factor Authentication and Fraud Prevention in the Contact Center


An exploration of the challenge with meeting member expectations for streamlined, welcoming credit union contact center interactions, the current threat landscape for fraud and account takeovers, and how to balance risk mitigation with member experience. This session will explore current authentication methodologies, the pros and cons of each option, and the potential impact on member experience associated with adding more security layers. The talk will explore what makes passive voice a leading option for the contact center and IVR based on the current capabilities of technology and adoption rates.

Milind Borkar

Founder and CEO

Illuma Labs, Inc.

Crossing the Chasm of Digital Adoption:

How To Get Members To Take Full Advantage of Your Digital Channels 


Your credit union has invested heavily in technology solutions and offerings to power your ever-expanding mobile and digital channels. Trouble is, adoption and usage are lacking, creating a frustrating situation for your staff, members, and efficiency metrics.

It’s time to turn that around. Driving the adoption of the new or enhanced digital channels can help engage members, relieve contact center overload, and broaden share of wallet. Learn how credit unions are tackling the challenge of digital adoption in 2023 by offering strategic resources and support that onboard members to more a satisfying omnichannel banking experience.

Matt Dobosh

Chief Revenue Officer


1:45 – 2:30 PM

Improving Member Experience Through Hyper-Personalization and Data-Driven Insights


In this session, Creatio will discuss the challenges faced by credit union, including increasing customer expectations, complex regulations, and the need for innovation to stay competitive. They will also explain how no-code technology can help overcome these challenges, providing real-life examples of how no-code technology has been used in the credit union industry to improve customer experience and innovate, as well as increase speed, agility, and lower costs.

Mark Sherman

Account Executive



Recapture in a Raising Interest Environment


Recapture and refinancing pose a significant challenge in a rising interest environment. Loans that consumers got even 9 / 12 / 18 months ago were at lower interest rate levels. Consumers are more rate-sensitive than ever which has shifted their mindsets. We are now seeing consumers explore refinancing immediately after getting a loan because the rates they got on their original loans are perceived to be disproportionately high. The good news is consumers are comparing the structurally lower credit union rates with commercial lenders rates – this is where you will gain members and movement! This session will focus on how to successfully recapture debt in a rising interest environment. Clutch can help turn your credit union into a fintech, helping members and nonmembers apply for auto loans, personal loans and credit cards. 

Tamanna Kottwani

Head of Product


Let’s Get “Phygital”: Seamless Digital and In-Branch Experiences


As our physical and digital worlds collide, what is your credit union’s “Phygital” (physical + digital) strategy?

Most CUs agree that strengthening relationships with their members through both in-branch and digital conversations is not only important but increasingly vital to the success of any credit union. In the process, seamless experiences that transition smoothly between the physical and digital worlds are key.

In this session we will provide an overview of how a credit union can roll out an effective digital and in-branch communications strategy, including having a baseline of communications technologies like Text, Video Banking, Secure Chat and voice.

Attendees will learn:

  • What a “Phygital” strategy means for a credit union
  • How in-branch and digital conversations can be used seamlessly
  • Why each method of communication is important at different times

Having a “Phygital” strategy is increasingly paramount to the success of any community bank or credit union. Building such a platform in a systematic, secure and compliant way will ensure that members receive a personalized, seamless experience, wherever they are – in-branch, on their phone or on any device.

Mike Mares

Account Executive 


3:00 PM – 3:45 PM: Keynote Address

Become Burnout Proof


Individuals in every sector are burning out at an alarming rate. People feel the constant demand to deliver, so they’re either burning out or they’re leaving their professions altogether, due to high stress and burnout. During this talk, you will learn about the best techniques you can use to immediately reduce stress and burnout you’re facing in your organization, and within yourself!

You’ll learn key takeaways on what burnout is so you can quickly identify it in your life. Next, you’ll learn how people become burned out. Finally, you’ll learn how to get out of burnout, once and for all.

Key Learnings
● How to recognize burnout signs within your teams and yourself, so you can
understand who in your organization is struggling with burnout
● How to recognize how you became burned out in the first place
● How to transform your future with burnout prevention techniques that go
beyond taking a 2-week vacation
● How to implement immediate steps you can take today, to stop the burnout
from growing
● How to establish boundaries in your life, so that you can fend off potential
burnout from external factors


Michael Levitt

Founder & Chief Burnout Officer

The Breakfast Leadership Network

3:45 PM: Show Concludes