Thursday, October 12

          9:00 AM

Making the Most of your Member’s Experience

Lisa Pavelski will share insights about changing member behaviors and discuss the impacts to Credit Unions future strategies. The session will focus around taking lending insights into action but the talk will be insightful to anyone who is responsible for member experience and digital capabilities throughout the Credit Union. 

Questions to ponder: 

• How are your member lending needs evolving? 
• How are you leveraging digital to meet those needs? 

Lisa Pavelski

Director of Digital Capabilities, Lending Member Experience

TruStage

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.

Nicholas Hinrichsen

CEO

WithClutch

Reduce Cyber Risks by Securing your VIP: Vendors, Internal Controls, and Passwords

Today’s hackers are looking for critical security weaknesses, and most often, these are on your VIP List. Vendors, Internal Controls, and Passwords are the reason for most data breaches today. 

Join the Ethical Hackers from Zelvin Security as they discuss how your organization can to shed light on effective strategies for addressing these weaknesses. 

Our discussion is nontechnical, yet highly informative on low cost and cutting-edge security practices that your credit union can use to decrease security risks. Using these practices, you’ll not only safeguard your members’ sensitive data but also uphold your institution’s reputation and compliance standards. 

Lisa Atkinson

Managing Partner

Zelvin Security

          10:15 AM

Hot Topics in Commercial Lending

Commercial Lending is a never ending sea of change, and whether you are considering adding commercial loans to the services you offer your membership, or are trying to keep up with everything going on, this session will provide useful and timely information on getting started and on what to expect from an uncertain economy, a rising rate environment, regulatory changes, and the constant changes in loan examinations and the impact on your portfolio.

Mark Cox

President & CEO

Innovative Business Solutions

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

Join us as we use our local data to explore:

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

Adam Cruickshank

Senior Associate Consultant

Rivel

Are you really ready for AI? – A guide to using AI with your credit union data

Outline:

• What really has occurred with the introduction of AI in the Financial Services space 
• Our future post the AI surge 
• Is your Data ready for AI? 
• Preparing for AI in your organizations – avoiding the potential pitfalls, and maximizing your focus to what matters 
• How to prepare meaningful and complaint uses of AI to improve your organization’s effectiveness, efficiency, and member satisfaction 

Jen Ehmcke, Senior Consultant, Modernization Analytics & Comm

Carlos Vega, Director, Digital Strategy

Wipfli

          11:45 AM

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, Dave Norton, CRO at Eltropy, 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 effective at different times

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

Dave Norton

CRO

Eltropy

Clarity in the Midst of the Chaos, Part II

Revisiting a talk from the summer of 2022 where we focused on rising rates and the impact to cost of funds, earnings and net worth we’ll again attempt to focus on a framework to remove the “noise” and uncertainty of the market.  How do we gain clarity on strategy for our members while so much is unknown?  During our time, we will apply a different lens to this market in order to gain a better understanding of what this all means for “capital” allocations in the future. 

Dave Richter

Vice President

Performance Trust Capital Partners, LLC

Collaborate to Grow: The Power of Strategic Partnerships for Credit Unions

Collaboration has been a strength in the credit union industry for many years. As member
preferences become more and more digital-focused, credit union leaders are looking for
strategic fintech partnerships to enhance member experience and expand product and
service offerings. But how do you find the right partner? What does success look like? And
what is the difference between a true partnership and a vendor?

Join Eric Loehr, Chief Revenue Officer at Reseda Group, for an informative discussion on the
importance of collaboration in building a strong and vibrant credit union industry. He has
extensive experience in the credit union industry as the former head of partnerships at the
Michigan Credit Union League (MCUL) as well as managing the Sprint Credit Union
partnership program.

Loehr will share insights and learnings from Michigan State University Federal Credit
Union’s (MSUFCU) efforts in building an ecosystem of collaborative strategic partners
through its award-winning CUSO, Reseda Group. Since its founding in 2021, Reseda Group
has been helping credit unions by discovering and investing in innovative fintech
companies to help make sure best-in-class solutions are available to the industry.

Eric Loehr

Chief Revenue Officer

Reseda Group

          1:30 PM

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

7 Ways To Enhance Your Next Strategic Plan 

When thinking about developing your next strategic plan, what’s the first topic that comes to mind? Probably more than just a few!  

In this presentation, we’ll take a high-level look at simple, creative ways your credit union can be well positioned when developing your next strategic plan.

Trevor Nelson

Member Experience

VolCorp 

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

          2:45 PM

How to Win Wallet Share while Cutting Costs in Operations

In an unreliable economy, cost cutting and employing efficient strategies to grow operating income is imperative. One of the best ways to achieve better returns and higher margins is to focus on existing members with data-driven insights that grow wallet share. Insights from data analytics empower mid-market financial institutions to dig deeper into their local roots, act upon their local knowledge using personalized offers, and find ways to make their branch presence meaningful to a profitable segment of members. When harnessed, this data can be a game changer for regional and community financial institutions to grow market share.

Brad Thien

Relationship Manager, Daybreak CIFI

Aunalytics

Blue Print for a Cloud Strategy

Join Trellance for a presentation on designing your credit union’s roadmap to digital transformation. The session will include best practices and real-life applications of the building blocks to delivering next-generation banking now. Hugh will share information and options for helping members bank in the ever-expanding digital realm and the security fundamentals to keep those members safe as they do.  

Attendees will walk away better prepared to develop their cooperative’s own distinct routes to digital mastery, as well as understand how to take advantage of IT partners like Trellance to keep those pathways smooth along the way.  

Shane Butcher 

COO Cloud

Trellance

Channel-less Interactions

Join Glia in a high-level demo on how to maximize interactions with your current and future members.

Val Edobor 

Account Executive 

Glia