CBA Webinars

CBA Team Contact

Maren Colon
mcolon@consumerbankers.com
202-552-6394

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  • Exploring Recent, Actionable Changes in Consumer Deposits Behaviors

    Contains 1 Component(s)

    Concise, high definition insights into consumer deposit behaviors can promptly inform more accurate, valuable product and pricing decisions.

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    PRESENTERS:

    Sri Gowd, Director of Analytic Services, US Deposits Practice, Nomis Solutions 
    Dave Nicholson, Director of Customer Success, US Deposits Practice, Nomis Solutions

    ABOUT THE WEBINAR:

    Concise, high definition insights into consumer deposit behaviors can promptly inform more accurate, valuable product and pricing decisions. In this session, we will share and explore several high-impact visualizations of live consumer deposits data, including deep dives into recent consumer deposit balance acquisitions, attritions, augmentation and intra-bank transitions. Based on these views, we will work through several strategic and tactical implications for deposit product management and pricing, tying the implications to broader macroeconomic and competitive trends. Ultimately, we will model best practices we see banks employ when approaching, synthesizing, and leveraging vast deposits data for specific business decisions.

    THIS WEBINAR WILL COVER:

    1. Macroeconomic and competitive trends setting the stage for deposits product management and pricing decisions
    2. Concise, actionable visualizations of key deposit customer behaviors and balance trends
    3. Strategic and tactical implications flowing from the visualizations

    TOP 3 BENEFITS TO ATTENDEES:

    1. Gain actionable strategic and tactical insights into deposits product management and pricing flowing from live bank data
    2. Experience best practices for approaching, synthesizing and visualizing vast consumer deposits data that can be replicated within your institution
    3. Attain select, efficient competitive and macroeconomic insights

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Dave Nicholson

    Director of Customer Success, Nomis Solutions

    Dave Nicholson is the Director of Customer Success within the Deposits practice at Nomis Solutions.  In this capacity, Dave’s key responsibility is to help Nomis clients wield as much value as possible from the messages available within clients’ data.  Prior to joining Nomis, Dave spent 10 years in the financial services industry, holding positions in product management, pricing, marketing analytics and sales process within Bank of America and Union Bank of California.  Dave is a native of North Carolina and holds an MBA from Duke University.

    Sri Gowd

    Senior Director of Services, Nomis Solutions

    Sri is Senior Director of Services at Nomis Solutions, and leads all implementation and delivery teams across the US and Canada. Sri is responsible for managing all aspects of consulting, project delivery, advisory services, and ongoing support across several of the top retail banks in the US and Canada. Prior to his role at Nomis, Sri served as Director of Global Consulting at Fractal Analytics, managing a team of analytic and business resources focused on solving key strategic problems for financial services firms. Prior to Fractal, Sri spent time at Capital One, as well as various roles in management consulting and venture capital. Sri holds an MBA in Finance and Strategy from the Fisher College of Business at the Ohio State University and a B.S. in Mechanical Engineering from BITS, Pilani, India.

  • The Future of Instant Card Issuance

    Contains 1 Component(s)

    In our brave new world of instant gratification, consumers won’t wait 8-10 business days to receive a debit card in the mail. They want it immediately, at the time they open their account, whether in-person at the branch, over the phone, or online.

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    PRESENTERS:

    Paulette Courtney, Sales Engineer- Card Services
    Stephen Nikitas, Senior Marketing Strategist

    ABOUT THE WEBINAR:

    In our brave new world of instant gratification, consumers won’t wait 8-10 business days to receive a debit card in the mail. They want it immediately, at the time they open their account, whether in-person at the branch, over the phone, or online.

    Known as the "Amazon Effect" because of the retail giant’s ability to remove friction from the online shopping process, today’s consumers demand the same level of speed and convenience wherever they go.

    Financial institutions that can meet this demand with instant card issuance will gain a head start over their competitors in engaging and retaining account holders.

    THIS WEBINAR WILL COVER:

    1. The "Amazon Effect" and the need for instant gratification
    2. Instant issuance in the evolving branch environment
    3. Considerations when adopting instant issuance

    TOP 3 BENEFITS TO ATTENDEES:

    1. Learn more about the future of instant issuance and its growing importance to banks and credit unions.
    2. How to adapt to changing consumer desires
    3. Learn about instant issuance adoption


    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Paulette Courtney

    Sales Engineer - Card Services

    Paulette Courtney is a Sales Engineer based in Los Angeles, California. She joined Harland Clarke in 2017, bringing more than 10 years of experience in technical product management, customer-focused selling, and business development. Her extensive knowledge of the payment industry helps clients make their cards top of wallet and maintain cardholder loyalty. Paulette is tasked with supporting the sales team in card manufacturing, card personalization, and instant issuance.

    Steve Nikitas

    Senior Strategy Director, Harland Clarke

    Steve Nikitas joined Harland Clarke in October 2010 and has more than 30 years of experience in strategic planning, marketing, public relations and executive speechwriting. He has been a senior executive at financial institutions in New York, California and Massachusetts, developing and implementing sales and marketing programs that resulted in significant growth rates in loans, deposits and accounts.

    As senior strategist with Harland Clarke Marketing Services, Steve provides consultative services to banks and credit unions, helping them craft marketing and retail strategies and campaigns to take advantage of existing market and financial conditions and to grow targeted portfolios.

    Steve speaks on a variety of topics aimed at helping financial institutions grow and prosper, including loan portfolio growth, account holder retention, and turning regulatory issues into opportunities. Steve holds an M.B.A. from Clark University, an M.Ed. from Fitchburg State College and a B.A. from Boston University. 

  • Shaping Customers’ Banking Journeys with Trust and Engagement

    Contains 1 Component(s)

    Your customer’s ideal banking journey is being shaped by technology advancements, analytics and experiences outside of the banking industry.

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    PRESENTERS:

    Marc DeCastro, Research Director, IDC Financial Insights
    Matt Norton, Principal Consultant, FICO

    ABOUT THE WEBINAR:

    Your customer’s ideal banking journey is being shaped by technology advancements, analytics and experiences outside of the banking industry. Digital transformation is about more than just implementing a new or enhanced digital solution.  True transformation addresses these customer preferences and provides use cases that span across your organization.

    THIS WEBINAR WILL COVER:

    • Drivers facing the financial services industry today, relevant predictions, and the impact it has on overall organizational strategy 
    • Trends when it comes to the interaction customers have with financial channels and what should financial institutions be concerned about in the future. 
    • Best Practices in shaping your digital banking journey in a way that improves customer loyalty, engagement and profitability


    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Marc DeCastro

    Research Director, Consumer Banking, IDC Financial Insights

    Marc DeCastro is Research Director for IDC Financial Insights responsible for the consumer banking engagement strategy practice. Mr. DeCastro’s core research coverage includes the complete omni-experience journey for the retail customer, including branch transformation, digital product strategies, and onboarding. Based on his background covering the consumer banking space, Mr. DeCastro’s research also includes a particular emphasis on how consumer trends and habits are forming the next generation products and services that utilize current and emerging technology.

    Matt Norton

    Principal Consultant, FICO

    Matt has over 20 years of experience in credit card and personal loan banking in mature and start-up markets in the US and Spain. Matt has proven technical and operational management experience across numerous lines of business and staff management positions throughout the credit life cycle including new account origination, portfolio management and collections. At FICO, Matt is part of the Credit Risk Lifecycle Line of Business leveraging his extensive knowledge of developing and implementing strategies to improve profitability and mitigate portfolio risks.

    Previous to FICO, Matt worked at Santander, Bank of America and MBNA.  Matt is a bilingual professional with proficiency in Spanish and holds an MBA from EALDE Business School.

  • Alternative Credit Insights: The Key to Universe Expansion

    Contains 1 Component(s)

    Join ID Analytics as we explain how your institution can expand your universe of prospects without increasing your risk and optimize product offers with alternative credit data insights.

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    PRESENTERS:

    Jason Heil, Head of Credit Risk Solutions, ID Analytics

    ABOUT THE WEBINAR:

    The only constant in the consumer credit industry during the past decade was disruption. The financial crisis and new regulations forced many banks to tighten lending standards, while fintech innovation and marketplace lending provided new channels and sources of credit. In an ever-changing credit ecosystem, alternative data provides insight to help enterprises see a more complete picture of consumer behavior and creditworthiness.

    Alternative credit data provides an opportunity to serve consumer groups that fall outside the traditional credit approval process, including millennial, thin-file, and no-hit consumers and present more competitive offers to individuals with strong established credit histories.

    In today’s competitive marketplace, enterprises must cast their nets wide to stay competitive while promoting consumer credit inclusion. Join ID Analytics as we explain how your institution can expand your universe of prospects without increasing your risk and optimize product offers with alternative credit data insights.

    THIS WEBINAR WILL COVER:

    1. Trends impacting consumers ability to qualify for credit using traditional scoring methods
    2. Advantages of using alternative data to promote consumer inclusion
    3. The benefits of alternative data across the credit spectrum

    TOP 3 BENEFITS TO ATTENDEES:

    1. Expand your prospect universe, without adding risk
    2. Realize the benefits of alternative credit data insights, beyond consumer inclusion
    3. Optimize product offers to ensure maximum profitability

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Jason Heil

    Head of Credit Risk Solutions, ID Analytics

    Jason Heil is a Principal Product Manager, Credit Risk Solutions for ID Analytics with over 10 years of industry experience. In this role, Heil defines, packages, and delivers credit risk solutions for ID Analytics.

    Previously Heil worked at TransUnion where he was responsible for business development and implementation activities for their credit solutions. During his tenure at TransUnion, Heil held multiple consulting roles across the organization spanning from data acquisition and management to helping lead a team of engineers responsible for complex product rollouts and supporting key financial services clients. 

    Prior to TransUnion, Heil was responsible for strategic consulting, including business and strategy development at Hewitt Associates. Heil holds a M.A. in Banking and Strategy from University of Pennsylvania - The Wharton School, and a B.A. in Business and Finance from Western Michigan University.

  • Rewiring Customer Touchpoints using Behavioral Psychology to Drive Engagement

    Contains 1 Component(s)

    In this session, we explore value-based approaches that leverage behavioral science, effective segmentation and research to deepen engagement.

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    PRESENTERS:

    Wei Ke, Ph.D, Managing Partner, Simon-Kucher & Partners
    David Chung, Partner, Simon-Kucher & Partners

    ABOUT THE WEBINAR:

    Higher customer engagement can drive retention, referrals, revenue growth and multi-product holdings. In this session, we explore value-based approaches that leverage behavioral science, effective segmentation and research to deepen engagement. We learn the psychological principles that create "cognitive ease" and discuss product design, gamification, bundling, relationship rewards, and other advanced techniques to deepen relationships with users throughout their customer journeys. Finally, we address presentment excellence and how to turn bank online sites and mobile apps into effective touch points that can attract, retain, and cross-sell customers.

    THIS WEBINAR WILL COVER:

    • Creating enriching digital experiences using the principles of value, coherence, clarity and calibration
    • Offerings and sales processes that drive usage and sales 
    • Building deeper relationships and translating these efforts into commercial success

    TOP 3 BENEFITS TO ATTENDEES:

    • Increase customer engagement in the digital age 
    • Translate higher engagement into revenue growth and profitability 
    • Build coherent, meaningful customer journeys

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Wei Ke, Ph.D.

    Managing Partner, Simon-Kucher & Partners

    Wei Ke, Ph.D. is a managing partner at consultants Simon-Kucher & Partners. He is a behavioral economist and pricing expert who advises leading financial institutions on their product development, marketing and sales strategies. Wei is a frequent speaker at banking and fintech conferences, and is regularly published and quoted in leading news outlets including American Banker, BAI Banking Strategies, Bank Accounting & Finance, CFO magazine, Mortgage Finance Gazette and The Wall Street Journal. Wei received a Ph.D. in Decision, Risk, and Operations from Columbia Business School, and a B.Sc. in Electrical Engineering & Applied Mathematics, summa cum laude, from Columbia University.

    David Chung

    Partner, Simon-Kucher & Partners

    David Chung is a partner at consultancy Simon-Kucher & Partners. David is an expert in developing B2B product and pricing strategies, product portfolios, price models, value communication, and B2B negotiation strategies for banks and financial institutions. David received an MBA from Duke University Fuqua School in Business specializing in Marketing Strategy and Finance, and a BS in Chemical Engineering & Economics from Columbia University in the City of New York.

  • Risk and Control Self-Assessments (RCSAs): Putting it all Together

    Contains 1 Component(s)

    This webinar will cover who does what in the RCSA process, including who is responsible and who is accountable.

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    PRESENTERS:

    Lynn Woosley, Engagement Director, Treliant, LLC
    Janet Hale, Senior Director, Treliant, LLC
    Tim Stokes, Director, Treliant, LLC

    ABOUT THE WEBINAR:

    • Who does what in the RCSA process –  who is responsible and who is accountable
    • Identification of key stakeholders within processes
    • Process mapping and understanding 
    • Identification of key objectives and associated risks
    • Writing meaningful and impactful risk statements – the what, how, result, and why
    • Identification of controls and their attributes (method, frequency, maturity, etc.)
    • Effective articulation of controls in an RCSA
    • Quantitative versus qualitative aspects in methodology
    • Reducing subjectivity 
    • What to do with an RCSA once its complete – who are the consumers and what do they want or need
    • RCSA maintenance and upkeep

    THIS WEBINAR WILL COVER:

    1. Roles and responsibilities
    2. Components of a risk assessment
    3. Proper writing of risk statements and control descriptions
    4. Risk and control scoring methodology

    TOP 3 BENEFITS TO ATTENDEES:

    1. Gain clarification of the roles and responsibilities from the first line of defense to the boardroom 
    2. Learn to write effective risk statements and control descriptions
    3. Explore RCSA scoring methodologies

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Lynn Woosley, CRCM

    Engagement Director, Treliant, LLC

    Lynn Woosley is an Engagement Director with Treliant, LLC.  She is a seasoned executive with extensive risk management experience in regulatory compliance, consumer and commercial credit risk, credit and compliance risk modeling, model governance, regulatory change management, acquisition due diligence, and operational risk in both financial services and regulatory environments. 

    Over the last two decades, Lynn has held leadership positions including Senior Vice President and Fair and Responsible Banking Officer; Group Vice President for Wholesale Transaction Modeling; and First Vice President for Portfolio Management within the Enterprise Risk Management division of a top 10 bank.  Prior to joining the private sector, Lynn served as Senior Examiner and Economist at the Federal Reserve Bank of Atlanta.   
     
    With strong knowledge and experience across multiple risk disciplines, Lynn has been a featured speaker for numerous banking, compliance, and CRA conferences across the country. Lynn has authored several articles and presentations on financial institution risk management and consumer protection issues.  She has also developed training materials related to fair lending, fair housing, UDAAP, credit risk management, credit scoring, and consumer protection topics. 
     
    Lynn holds a BBA and an MBA from Middle Tennessee State University and an MS Finance from Georgia State University.  She is a Certified Regulatory Compliance Manager and a Commissioned Examiner of the Federal Reserve System. Lynn has also served as both Chair and Vice-Chair of the Consumer Bankers Association’s Fair and Responsible Banking Committee. 
     

    Janet Hale, CRCM

    Senior Director, Treliant, LLC

    Janet Hale, Senior Director with Treliant, is a seasoned executive with regulatory compliance experience in both the public and private sectors. Janet advises on the consumer-focused areas of risk, including mortgage origination and servicing, fair lending, Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), the Servicemember Civil Relief Act (SCRA), and Flood Disaster Protection Act (FDPA). She has compliance experience in enterprise risk management, regulatory exam supervision, regulatory change execution, third-party risk management, and complaint review and trending analysis. 

    Most recently, Janet led an engagement supporting a large financial institution with the successful implementation of the TILA-RESPA Integrated Disclosures (TRID) rule. The engagement encompassed compliance guidance regarding the application of a new loan origination system, as well as oversight of testing protocols including a testing plan and scripts. Janet also participated in several fair lending reviews, providing redlining analyses and documentation subsequently submitted in support of effective and comprehensive fair lending risk management systems, resulting in positive fair lending regulatory examinations.

    Prior to joining Treliant, Janet held senior leadership positions with KeyBank, including Vice President, Compliance and Operational Risk Manager for the bank’s Consumer Banking Division, as well as Senior Compliance and Community Reinvestment Act (CRA) Manager for a KeyBank affiliate. At KeyBank, she directed the compliance functions supporting consumer lending, credit cards, mortgage origination and servicing, collections, deposits, product development, and marketing. She also participated on KeyBank’s Compliance Risk Committee and Fair Lending Committee, and she chaired the bank’s Flood Governance Committee. Janet began her 20 year career as an Examiner with the Office of the Comptroller of the Currency (OCC) participating in safety and soundness as well as compliance examinations. Following her time with the OCC, she worked in the Treasury Department of a large regional financial institution. She later joined a well-established legal firm to launch a compliance consulting practice. 
     
    Janet holds an MBA from John Carroll University and a BSBA in Finance from Miami University. She is also a Certified Regulatory Compliance Manager (CRCM).

    Timothy J. Stokes, CRCM

    Director, Treliant, LLC

    Tim Stokes is a Director at Treliant with nearly 20 years of experience in the financial services industry. He specializes in building and optimizing comprehensive compliance management programs for financial institutions of varying sizes. His extensive regulatory knowledge covers both bank lending and bank deposit regulations. Areas of expertise include risk assessment and mitigation; process review and improvement; fair lending; Unfair, Deceptive, or Abusive Acts or Practices (UDAAP), the Bank Secrecy Act and Anti-Money Laundering (BSA/AML); and the Community Reinvestment Act (CRA). 

    At Treliant, Tim has been advising large banks on fair lending and UDAAP risks, including conducting comprehensive fair lending and UDAAP risk assessments, reviewing and enhancing existing policies and procedures, fostering and improving cross-channel relationships, and leading work stream initiatives to mitigate fair lending and UDAAP risk. He has also been instrumental in assisting clients with developing innovative customer service initiatives while remaining compliant with applicable laws and regulations.

    Prior to joining Treliant, Tim worked with large banks, community banks, and credit unions. He has built comprehensive compliance programs from the ground up, performed compliance and risk assessments of existing programs, conducted transaction testing, and developed or enhanced policies and procedures. He also served as Chief Compliance Officer for a community bank with $3.5 billion in assets, where he oversaw the day-to-day operations of the compliance program, interfaced with regulators, and periodically reported the program’s status to the board of directors.

    Additionally, Tim served as a Senior Regulatory Liaison with the Financial Crimes Enforcement Network (FinCEN), where he worked with the prudential regulatory agencies to assist with identifying and resolving BSA/AML related issues occurring at financial institutions under their purview. He was also instrumental in the BSA e-filing initiative and the rollout of the new FinCEN Suspicious Activity Reporting (SAR) and Currency Transaction Reporting (CTR) forms, including co-presenting the two FinCEN webinars regarding their proper use and completion.

    Tim holds a BS in Psychology from the University of Houston. He is also a Certified Regulatory Compliance Manager (CRCM).

  • Meeting Mass-Market Demand for Short-term Loans

    Contains 1 Component(s)

    New research conducted by SourceMedia Research/American Banker and commissioned by Fiserv, highlights consumers’ need and desire for better short-term lending options from their financial institutions.

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    PRESENTER:

    Jeff Burton, Product Line Manager, Liquidity Solutions and SmarterPay

    ABOUT THE WEBINAR:

    New research conducted by SourceMedia Research/American Banker and commissioned by Fiserv highlights consumers’ need and desire for better short-term lending options from their financial institutions. According to the results, nearly 75% of respondents need to access emergency funds at least once a year and 33% or less are satisfied with current options such as overdraft and payday loans.

    Banks are in a unique position to serve their customers by offering them reliable and affordable options that tie in with other day-to-day service offerings like checking and savings accounts. This could be of particular benefit to Millennial consumers, who show special interest in short-term loan options, according to survey findings.

    Join us for this one-hour educational live web event, during which our panel will discuss:
    • Consumer needs and uses for short-term loans
    • Consumer interest in different loan options and pricing
    • Considerations for banks related to short-term loan products

    Don’t miss this opportunity to learn more about an important financial need your customers are facing, and how your institution can help meet this need while driving revenue growth.


    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Jeff Burton

    Product Line Manager, Liquidity Solutions and SmarterPay

    Jeff has as over 30 years of banking experience and has been with Fiserv since 2001 (via acquisitions) and is currently a Product Line Manager within Fiserv’s FRMS Group, leading deposit liquidity solutions including SmarterPay and Relationship Advance.  In this role, Jeff works closely with bank executives with line of business, product, legal, compliance, and technology responsibilities.  In addition, Jeff has also spent significant time working with regulators from a variety of agencies to help shape their understanding around products in this space.  Prior to joining Fiserv, Jeff worked for 9 years at Ernst & Young within their National Banking Practice with a focus on consumer finance and credit card.

  • The Digitalization of Banking: A Threat or Promise?

    Contains 1 Component(s)

    From the proliferation of fintechs to elevated customer expectations – digital disruption is occurring at every level in the banking industry. The speed with which customers embrace new touchpoints and service models is only getting faster, blindsiding traditional banks that struggle to adapt.

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    PRESENTERS:

    Vance Clipson, Senior Principal, Industry Solutions, Nuance Communications, Inc.
    Brian Moore, Senior Principal, Industry Solutions, Nuance Communications, Inc. 

    ABOUT THE WEBINAR:

    Digital disruption is occurring at all levels of the banking industry. The speed with which customers have embraced new touchpoints and service models is accelerating, blindsiding many financial services institutions as they struggle to adapt.

     While some banks view the move from in-person interactions as a threat, forward-thinking banks are embracing the digitalization trend and reaping the rewards: higher customer satisfaction and loyalty, improved security and reduced cost-to-serve.

    Join us for this Webinar for an in-depth look at the challenges and technology advancements driving digital disruption in the banking industry. You’ll learn:

    • How evolving consumer preferences are re-shaping the modern banking experience across all generations
    • Best practices for applying automation, artificial intelligence and human assistance throughout the customer journey 
    • How virtual assistants, biometrics, messaging, conversational IVR and other technology advancements deliver personalized banking experiences that are easy, effortless and secure
    • Real-world examples of leading banks that are reaping the customer experience and cost reduction benefits of digital-first service models 

     Don’t miss out – register today!


    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Vance Clipson

    Senior Principal, Industry Solutions, Nuance

    At Nuance, Vance focuses on vertical-specific marketing and strategy. He brings 25 years of experience translating industry needs and data into market strategy and programs for Milliman, PacifiCare Health Systems and other companies. Vance earned a B.A. from the University of Washington and a M.B.A. from the University of Notre Dame. 

    Brian Moore

    Senior Principal, Industry Solutions, Nuance

    At Nuance, Brian advises clients on customer experience, collections strategy and regulatory compliance. He’s been applying technology to the challenge of improving business results and customer satisfaction for over 30 years. Brian is a frequent speaker at industry events and author for publications including Bank Innovation, Mortgage Banking and Servicing Management. 

  • Improving Your Account Opening Process with Data and Analytics

    Contains 1 Component(s)

    Regardless of where the account opening process begins and ends, convenience and speed play a large role in your customers’ experience and their banking relationship in the long run. In order to improve customers’ account opening experience, banks need to take a multi-channel process approach. Benchmarking and improving your account opening process using data, analytics, and industrial engineering principles can deliver significant benefits – more engaged and loyal customers, more productive bankers, and more efficient and profitable retail delivery.

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    PRESENTERS:

    Randy Ross, Executive Vice President, Kiran Analytics
    Tom McDermott, Co-Founder & Managing Partner, Inver Consulting Group

    ABOUT THIS WEBINAR:

    Regardless of where the account opening process begins and ends, convenience and speed play a large role in your customers’ experience and their banking relationship in the long run.

    In order to improve customers’ account opening experience, banks need to take a multi-channel process approach. Benchmarking and improving your account opening process using data, analytics, and industrial engineering principles can deliver significant benefits – more engaged and loyal customers, more productive bankers, and more efficient and profitable retail delivery.

    THIS WEBINAR WILL COVER:

    • Why improving your account opening process matters 
    • Comparison of key differences in branch and digital account opening 
    • Benefits of the multi-channel approach for customers and your bank
    • How analytics and proven banking process improvement methods can help

    TOP 3 BENEFITS TO ATTENDEES:

    • Learn how your bank can improve the efficiency and effectiveness of your current account opening process with analytics
    • Find out about the methods for assessing where you stand compared to industry benchmarks 
    • Gain insights from experts who work closely with banking executives, retail delivery strategists, and branch transformation leaders

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Randy Ross

    Executive Vice President, Kiran Analytics, Inc.

    Randy Ross leads global client management and business development for Kiran Analytics. His career has focused on delivering breakthrough results to financial services companies spanning the areas of payments, marketing services, operations, customer management, change management, workforce management, and technology. Leading the teams that deliver Kiran's predictive analytics driven branch transformation solutions, his central focus includes talent acquisition, workforce management, customer experience, and resource optimization.

    Randy has been a frequent speaker in Retail Banking and Banking Analytics conferences.

    Tom McDermott

    Co-Founder & Managing Partner, Inver Consulting Group

    Tom McDermott leads the advisory practices of Inver Consulting Group, a financial services consulting firm based in Atlanta, Georgia. He has over 25 years financial services experience in senior level roles with both large and small banks.  His early career roles focused on multi-dimensional profitability systems and analysis.  His senior management roles at Washington Mutual and Chase involved Corporate Planning, Network Strategy, and Market Leadership. His innovation leadership continued at SunTrust with initiatives such as Omni Channel banking, mobile deposits, digital sales, Image Enabled ATM’s, Video Teller “Teller Connect” and the Technology branch.  Tom also ran SunTrust’s Retail Sales function, developing a custom needs-based sales process.

    Tom has been a frequent speaker at numerous Retail Banking conferences on Omni Channel Strategy and Network Optimization.

  • Does The Average Digital Banking User Really Know What They Want

    Contains 1 Component(s)

    The panel will explore how continuing consumer dissatisfaction with their digital experience in financial service is being impacted by a convergence of innovation.

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    PRESENTERS:

    Heather Sugg – William Mills Agency – Moderator
    Jeff Marshall – CTO, D3 Banking Technology
    Ken Paterson – Research Director, Mercator Advisory Group
    Micheal Carter – EVP, Digital Banking, Strategic Resource Management

    ABOUT THE WEBINAR:

    Though most likely apocryphal, Henry Ford is purported to have said, ""If I had asked people what they wanted, they would have said faster horses." 

    Recent Harris/Nielsen research exploring consumer satisfaction with their experience using online and mobile banking shows ongoing dissatisfaction with the digital experience offered by financial institutions. It may be time to ask “Does the digital banking consumer really know what they want?”

    Ken Paterson, Director, Customer Interaction Advisory Service at Mercator, Jeff Marshall, CTO, D3 Banking Technology and Michael Carter, EVP, Digital Banking, Strategic Resource Management will offer some possible answers to this question.  

    In addition, the group will discuss how the convergence of innovation - e.g., voice-driven interfaces, biometrics and artificial intelligence – will shape the way financial services are provided to consumers in the future and what financial institutions can do today to prepare.

    THIS WEBINAR WILL COVER:

    1. The results from a proprietary survey by a national research firm on consumer satisfaction with online and mobile banking.
    2. The manner in which these findings can be integrated into the digital banking strategies of financial institutions in order to position themselves for coming innovations.  
    3. The instance where the convergence of technology with consumer expectations could radically transform the digital experience of the end user.

    TOP 3 BENEFITS TO ATTENDEES:

    1. Access to some of the most recent data concerning how consumers view the online and mobile banking services of their financial institutions.
    2. Insights into how this data can point beyond the boundaries of today’s digital banking strategies toward a radically different future for such services.
    3. Input on how financial institutions can integrate emerging technologies into the digital banking strategies to achieve a competitive advantage now and in the future.
    4. Attendees of the webinar will receive an executive summary of the research as well as any presentation material used.

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Heather Sugg (Moderator)

    William Mills Agency

    Jeff Marshall

    CTO, D3 Banking Technology

    Ken Paterson

    Research Director, Mercator Advisory Group

    Michael Carter

    EVP, Digital Banking, Strategic Resource Management