WEDNESDAY, SEPTEMBER 28 · Alexander Freund, CIO, 4IT, Inc., Miami, FL Fully securing IT infrastructure is about creating multiple barriers that must be breached to successfully penetrate

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CUNA Technology Council ConferenceCUNA Operations, Sales & Service Council Conference Combined sessions for both conferences

WEDNESDAY, SEPTEMBER 28Join us in our efforts this year to raise money for CU4Kids Children’s Miracle Network Hospitals. We will be selling raffle tickets throughout our event for a chance to win some great prizes. Tickets will be 5 for $20. Be one of the first to get your ticket when you check in at the conference registration desk on Wednesday September 28th. Your donations for this fundraising effort will be presented to the local Children’s Miracle Network hospital on Saturday, October 1st. Raffle tickets will be sold through 3:30 p.m. on Friday with the drawing taking place at 4:15 p.m. in the Brera Ballroom.

7:45 a.m. – Noon PRE-CONFERENCE WORKSHOP (limited to the first 50 registrants)Gracia Foyer The Ultimate Zappos Experience (continental breakfast included) Sponsored by Somansa Technologies, Inc.

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.

9:00 a.m. – Noon PRE-CONFERENCE WORKSHOP Yaletown 1 Empathic Banking: Drive New Revenue by Anticipating Member Needs Sponsored by Gartner, Inc. Stessa Cohen, Research Director, Gartner, Inc., Stamford, CT

Know your members better and drive revenue through digital business. Through this workshop come away with a practical approach and considerations for developing your digital transformation strategy.

10:00 a.m. – 7:30 p.m. CONFERENCE REGISTRATIONGracia Ballroom Refreshments during Registration Sponsored by Card Services for Credit Unions (CSCU)

1:00 – 3:00 p.m. BONUS SESSION – COO FORUMYaletown 2

This pre-conference session will bring together COOs and senior operations executives to share best practices and what’s relevant in our industry today. Find out what your peers are talking about in an open forum environment driven by attendee input. This session provides an excellent opportunity to meet and network with your industry peers.

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3:15 – 4:00 p.m. FIRST TIME ATTENDEE ORIENTATION Condesa 4

4:15 – 4:30 p.m. WELCOME AND OPENING REMARKSBrera Ballroom

4:30 – 5:30 p.m. KEYNOTE ADDRESSBrera Ballroom Designing Your Business for the 21st Century Sponsored by CUNA Mutual Group 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 SponsorsGracia Ballroom Sponsored by LogRhythm

THURSDAY, SEPTEMBER 297:00 a.m. - 4:30 p.m WELCOME CENTER Gracia Ballroom Conference Registration Sponsor Area Internet Café - Sponsored by Alkami Technology, CPI Card Group and Q2

7:00 - 8:00 a.m. BREAKFAST – Visit with Sponsors Gracia Ballroom Sponsored by Equips

8:00 - 9:30 a.m. SPEED ROUNDS – Session 1Brera Ballroom Sponsored by MasterCard

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 BREAKOUT SESSIONS

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9:45 - 10:45 a.m. BREAKOUT SESSIONSMont Royal 1 Kill the Password (session repeats) Sponsored by LSC® and CUNA Strategic Services Chris Doner, CEO/Founder, Access Softek, Berkeley, CA

Password issues are the single biggest obstacle to mobile adoption. Universal biometrics solve the problem of forgotten or mistyped passwords with unique biological identifiers, resulting in fast, secure logins. Learn how impressively unhackable biometrics are and how they can drive significant digital adoption gains.

Mont Royal 2 IT Security – Pick the Low Hanging Fruit First (session does not repeat) Sponsored by ShoreTel Alexander Freund, CIO, 4IT, Inc., Miami, FL

Fully securing IT infrastructure is about creating multiple barriers that must be breached to successfully penetrate systems where the important data resides, and monitoring continuously for unauthorized access. Much like physical security, the first layer gets you 80% of the way, is simple to implement, and not expensive. For the non-technical executive, we will cover security considerations for corporate wireless, services exposed to the internet, IT audits, portable and workstation security, password policies, and backups / disaster recovery. This session will provide the list of topics to address with your IT department, and the important questions you should be asking before the NCUA does.

Nolita 1 Part I – How to Implement a BI Program within Your Organization (session does not repeat) Sponsored by Quantivate Keith Taylor, Business Intelligence Advisor, S&P Global Market Intelligence, Charlottesville, VA Sandy Steward, AVP, I.T. Applications & Business Support, Langley FCU, Newport News, VA

Using a real life case study, this session will cover preparation, assessment, planning, execution and metrics to implement a new BI program.

Condesa 5-6 Turn your Member Experience in to Revenue (session repeats) Sponsored by Support EXP Darlene Johnson, SVP Member Experience, Suncoast CU, Tampa, FL Karen Koundourakis, VP Member Engagement, Suncoast CU, Tampa, FL

This session will provide best practices for building profitable member relationships by understanding their journey. We will look at the power of service and member loyalty surveys and how a closed loop process can transform a detractor into an active promoter. We will also discover how these tools can help you improve internal processes and reduce your member’s effort, and increase your bottom line.

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Nolita 2 Winning the Heart: Insights for Successful Coaching and Engagement of the Next Generation (session repeats) Sponsored by Ascensus 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.

Nolita 3 Executional Excellence: Building Your Project Management Toolkit (session repeats) Sponsored by CUNA Operations, Sales & Service resources, cuna.org/trailblaze 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 SponsorsGracia Ballroom Sponsored by Agility Recovery and CUNA Strategic Services

11:15 – 11:30 a.m. PASS TIME TO BREAKOUT SESSIONS

11:30 a.m. – 12:30 p.m BREAKOUT SESSIONSMont Royal 1 Kill the Password Sponsored by Access Softek, Inc. Chris Doner, CEO/Founder, Access Softek, Berkeley, CA

Password issues are the single biggest obstacle to mobile adoption. Universal biometrics solve the problem of forgotten or mistyped passwords with unique biological identifiers, resulting in fast, secure logins. Learn how impressively unhackable biometrics are and how they can drive significant digital adoption gains.


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Mont Royal 2 Squirrels and Shiny Objects: Stop Chasing, and Make Innovation Work (session does not repeat) Sponsored by Temenos Elry Armaza, Impact Director & Analyst, Filene Research Institute, Madison, WI

In this ever-evolving world, riddled with disruption, it can be difficult for credit unions to distinguish between trivial fads and those trends that they should engage in. Participants in this session will learn techniques to evaluate the environment, gain insights from it, and build an innovation competency that will help them execute on their priorities without losing focus on what really matters: Our members.

Nolita 1 Preparing for Your Next NCUA IT Exam (session does not repeat) Sponsored by Great Bay Software, Inc. James Harris, Principal, Compliance Advisory Services, LLC, Austin, TX

This session will discuss how to prepare for your next NCUA IT Exam. Specifically, it will discuss various risk assessments, examiner request list & associated questions, cyber responsibilities, policies, and training, etc.

Condesa 5-6 Turn your Member Experience in to Revenue Sponsored by Support EXP Darlene Johnson, SVP Member Experience, Suncoast CU, Tampa, FL Karen Koundourakis, VP Member Engagement, Suncoast CU, Tampa, FL

This session will provide best practices for building profitable member relationships by understanding their journey. We will look at the power of service and member loyalty surveys and how a closed loop process can transform a detractor into an active promoter. We will also discover how these tools can help you improve internal processes and reduce your member’s effort, and increase your bottom line.

Nolita 2 Winning the Heart: Insights for Successful Coaching and Engagement of the Next Generation Sponsored by CUNA Employee Satisfaction & Engagement Survey 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.

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Nolita 3 Executional Excellence: Building Your Project Management Toolkit Sponsored by Process, Analysis & Optimization, cuna.org/pao 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)Condesa 3-4

12:30 – 1:30 p.m. NETWORKING LUNCH (Open to all OpSS attendees and sponsors)Gracia Ballroom 1:30 – 1:45 p.m. PASS TIME TO SESSION

1:45 – 3:15 p.m. SPEED ROUNDS – Session 2Brera Ballroom Sponsored by MasterCard

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 Gracia Ballroom Sponsored by BAE Systems and CUNA Strategic Services

3:45 – 4:00 p.m. PASS TIME TO SESSION

4:00 – 5:00 p.m. AWARDS PRESENTATIONBrera Ballroom

Please join us as we celebrate all of our 2016 OpSS and Technology award recipients. These deserving credit unions worked diligently throughout the year to make great things happen for their respective credit unions. In addition to the credit union awards, the Councils along with MasterCard will also reveal the winner of the Speed Round Best of Show. Be there to help us celebrate all of our award recipients.


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6:30 – 9:30 p.m. SOCIAL EVENT Marquee Nightclub Contributing Sponsors – Axis Communications Inc., FIS Global, SMA The Cosmopolitan Solutions™ and Symitarof Las Vegas

Join us at the Marquee Nightclub & Dayclub at The Cosmopolitan of Las Vegas. You’ll enjoy food and beverages along with a DJ playing the latest hits! There will also be ample opportunities to network throughout the evening. Guests may join you at this event for $95 per person. You must be 21 years old to attend. A valid ID for proof of age and an event ticket is required.

FRIDAY, SEPTEMBER 307:00 a.m. - 4:30 p.m. WELCOME CENTERGracia Ballroom Conference Registration Sponsor Area Internet Café - Sponsored by Alkami Technology, CPI Card Group and Q2

7:00 - 8:00 a.m. BREAKFAST – Visit with Sponsors Gracia Ballroom Co-sponsored by 4IT, Inc. and First San Francisco Partners – Informatica

8:00 – 8:15 a.m. CONFERENCE ANNOUNCEMENTSBrera Ballroom

8:15 – 9:15 a.m. GENERAL SESSIONBrera Ballroom Future Freak: Techs Transforming Financial Services Sponsored by Financial Town Lee Wetherington, AAP, Director of Strategic Insight, Jack Henry & Associates, Inc., Valdosta, GA

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 2016? 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.

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9:15 – 9:30 a.m. PASS TIME TO BREAKOUT SESSIONS 9:30 – 10:30 a.m. BREAKOUT SESSIONSMont Royal 1 Cloud Computing: What’s all the Fuss About? (session does not repeat) Sponsored by PathSoftware™ Tim Goodwin, CIO Digital Channels, Fiserv, Hillsboro, OR

For many credit unions, the initial hype surrounding cloud computing was confusing. What was it, really? How secure was it? Did it really reduce IT costs? Would it improve member service? Was it going to introduce a compliance nightmare? A few years have passed and it turns out the hype was worth it. Financial institutions are investing in cloud computing in big numbers – estimated at $3.2 Billion by 2017 according to Aite Group. Come to this session to learn how other credit unions are using the cloud to manage IT costs, improve member service, safeguard against disasters and keep data safe.

Nolita 1 Part II - Maturing BI within Your Organization (session does not repeat) Sponsored by Hyland Software, Inc. Keith Taylor, Business Intelligence Advisor, S&P Global Market Intelligence, Charlottesville, VA Sandy Steward, AVP, I.T. Applications & Business Support, Langley Federal Credit Union, Newport News, VA

Moving beyond getting started, this session will cover how to build and mature your BI program within your organization.

Mont Royal 2 Interpreting the FFIEC Cybersecurity Self-Assessment Tool (session repeats) Sponsored by CoNetrix Wayne Trout, Regional Information Systems Officer, National Credit Union Administration, Austin, TX

In 2015 and 2016 Wayne Trout served as one of the NCUA representatives to the FFIEC group assisting in the development of the Cybersecurity Assessment Tool. During this session, Wayne will discuss the intent behind the tool and how to help your credit union interpret and respond to the Inherent Risk Profile and the Maturity Assessment.


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Condesa 5-6 Branch Structure and Design (session does not repeat) Sponsored by Level5 Terri Baker, Retails Operations Director, Oregon Community CU, Eugene, OR Michelle Grabicki, VP Corporate Culture, Numerica CU, Spokane Valley, WA Kurt Thelen, CEO, Campo CU, Gillette, WY

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.

Nolita 2 The Member Journey Workshop: Ease of Use Integration with Sales & Service (session repeats) Sponsored by FTSI and CUNA Strategic Services 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.

Nolita 3 The World is Changing at Lightning Speed: Does Your Credit Union Need to Uber its Processes? (session repeats) Sponsored by Allied Solutions, LLC 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:

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• 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 SponsorsGracia Ballroom Sponsored by FMSI

11:00 – 11:15 a.m. PASS TIME TO BREAKOUT SESSIONS 11:15 a.m. – 12:15 p.m. BREAKOUT SESSIONSMont Royal 1 Big Data/Analytics – An Opportunity for ALL Credit Unions to Re-Invent Themselves (session does not repeat) Sponsored by MX Technologies Paul Ablack, Founder/CEO, OnApproach, Plymouth, MN

There are over 6,000 FinTech companies that are looking for ways to get into the retail financial services market in the U.S. Credit unions have been here for years and have over 100 million members today. However, they cannot rest on what worked in past. The new challenge is how to hang on to those members that are now coveted by many nimble start-ups. As we have learned from companies like Amazon and Netflix, you can use information to create very deep and loyal customer relationships. While credit unions sit on huge volumes of data for they have done very little to take advantage of the huge potential that it holds. Furthermore, the level of investment required is beyond reach for 95% of credit unions. The industry needs to capitalize on this opportunity. This session will talk about the challenge, the opportunity and how to get started.

Nolita 1 DevOps – The What, Why and How (session does not repeat) Sponsored by SWBC John Clark, Solutions Architect Software Engineering, Symitar, a Jack Henry Company, San Diego, CA John Toman, Sr. Manager Software Engineering, Symitar, a Jack Henry Company, San Diego, CA

Come and learn how organizations everywhere are using DevOps concepts and tooling to speed up software delivery. We’ll talk about the concepts of DevOps, where it came from, where it fits in software and computing, the emergence of tooling to achieve it, and how to get started. Finally, as an example, we’ll show how Symitar is beginning to use DevOps to deliver more functionality faster and with higher quality. If you build or deploy software, this session is for you!


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Mont Royal 2 Interpreting the FFIEC Cybersecurity Self-Assessment Tool (session does not repeat) Sponsored by CliftonLarsonAllen, LLP Wayne Trout, Regional Information Systems Officer, National Credit Union Administration, Austin, TX

In 2015 and 2016 Wayne Trout served as one of the NCUA representatives to the FFIEC group assisting in the development of the Cybersecurity Assessment Tool. During this session, Wayne will discuss the intent behind the tool and how to help your credit union interpret and respond to the Inherent Risk Profile and the Maturity Assessment.

Nolita 2 The Member Journey Workshop: Ease of Use Integration with Sales & Service Sponsored by CUNA Creating Member Loyalty, cuna.org/cml 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.

Nolita 3 The World is Changing at Lightning Speed: Does Your Credit Union Need to Uber its Processes? Adam Johnson, VP/Principal, c.myers, Phoenix, AZ Sally Myers, CEO/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?

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Condesa 5-6 Breaking Down Barriers to Build Up Results (session does not repeat) Sponsored by Office Depot, Inc. and CUNA Strategic Services Angela Prestil, Director Business Development, Credit Union National Association, Madison, WI

A misunderstood email. A voicemail that sounds terse. Finger pointing over who is at fault with an error. Over the course of time, barriers can be inadvertently built between internal credit union departments eroding trust along the way. When key departments are at odds, member opportunities may slip through our fingers, and ultimately both the member and the credit union lose. During this session we will explore these opportunities, as well as look at how internal service surveys can help identify opportunities for growth. Join this session if you’d like to:

• Discover simple solutions to break down barriers between departments

• Understand how change management can create organizational alignment around credit union initiatives and increase trust

• Walk away with an internal service survey framework including what to look for in a survey and key takeaways to expect from any survey provider

12:15 – 1:15 p.m. NETWORKING LUNCH (Open to all CTC attendees and sponsors)Gracia Ballroom

12:15 – 1:15 p.m. MEMBERSHIP LUNCH (Open to all OpSS attendees and sponsors)Condesa 3-4 Sponsored by PSCU

1:15 – 1:30 p.m. PASS TIME TO BREAKOUT SESSIONS

1:30 – 2:30 p.m. BREAKOUT SESSIONS Nolita 1 The Financial Impact of Cloud Computing (session does not repeat) Sponsored by InfoIMAGE, Inc. Kirk Drake, CEO, Ongoing Operations, Hagerstown, MD

In the “Financial Impact of Cloud” ongoing operations provides actual data and trend information on a variety of credit union sizes. OGO shows the before and after picture of a credit union who has adopted cloud and how it has impacted their IT expenses, growth, and overall credit union financial health.

CUNA Technology Council ConferenceCUNA Operations, Sales & Service Council Conference Combined sessions for both

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Mont Royal 1 Product Innovation for Financial Institutions (session repeats) Sponsored by Diamond Marketing Solutions Marshall Yuan, Group Product Manager, NCR, Redwood City, CA

How do you creatively rethink product innovation to succeed amidst technological and cultural change? Attendees in this session will hear insights on how to drive product innovation informed by customer perspectives and preferences.

Mont Royal 2 Stop that Breach! (session does not repeat) Sponsored by Adapt Telephony Services, LLC Jeromie Jackson, Director of Security & Analytics, Nth Generation, San Diego, CA

Breaches are occurring at an alarming volume and velocity. Antiquated countermeasures are no longer effective. Organization’s need to have a well-defined plan to execute. In this session we will discuss leading techniques, frameworks, and technologies organizations are deploying to mitigate the impact of breaches.

Nolita 2 Authentic Communication – Skills for Adapting and Connecting (session does not repeat) Sponsored by TCI Laura King, Henley Leadership Group, Seattle, WA

Healthy relationships are one of the keys that turn a collection of individuals into a cohesive team. And research confirms that high performing teams deliver superior business results including higher quality and customer satisfaction. Whether you are communicating one-on-one, one-to-many, over email or in a team meeting, authentically adapting and connecting means being who you are and making small adjustments to your approach to better connect with someone else’s style. This session will increase awareness of your own communication preferences and the specific clues which can help you recognize and adapt to different styles in service of team effectiveness.

Nolita 3 It’s Not your Grandfathers Call Center Anymore: A Panel Discussion (session repeats) Sponsored by Dialog Direct Michelle Fox, VP Sales/Service, Abri CU, Romeoville, IL Robyn Galtieri, Contact Center and Operations Director, STCU, Liberty Lake, WA Carl Wilson, Financial Advisory Center Manager, FedChoice FCU, Lanham, MD

There was a time when your credit union’s Call Center took incoming calls and provided basic assistance. Well - today’s Call Center environment is anything but that. Join our distinguished panel as they discuss what they are doing at their respective credit unions to transform their Call Centers into the Contact Centers of the future. From handling calls, e-mails and chats to responding to tech-related inquiries to engaging new and current members in revenue-generating outreach efforts – you’ll walk away with best practices that you can share and implement at your own credit union. See the Contact Center of the Future in action today.

AGENDA

Condesa 5-6 DNA+Strategy = Awesome (session repeats) Sponsored by CUNA Creating Member Loyalty, cuna.org/cml Steve Langley, SVP Member Services/Chief Retail Officer, Schools Financial CU, Sacramento, CA

It’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.

2:30 – 3:00 p.m. NETWORKING BREAK - Sponsor Prize DrawingsGracia Ballroom Sponsored by PFP

3:00 – 3:15 p.m. PASS TIME TO BREAKOUT SESSIONS

3:15 - 4:15 p.m. BREAKOUT SESSIONSMont Royal 2 Going to the Cloud – Lessons Learned and Battle Scars (session does not repeat) Sponsored by Smart Source, Critical Communications, LLC Ben Morales, Chief Technology & Operations Officer, Washington State ECU, Olympia, WA Sam Poozhikala, Sr. Director IT Enterprise, First Technology FCU, Mountain View, CA Scott Prebel, CTO, OpenTechnology Solutions, Centennial, CO Pete Sedgwick, Director Cloud and Information Security, Baxter CU, Vernon Hills, IL Moderator: Caroline Martorano, Director IT Operations & Support, Baxter CU, Vernon Hills, IL

Join us as our panel of experts discuss converting from one premise infrastructure to the Cloud. What are the lessons learned, battle scars and successes experienced by various credit unions.

Mont Royal 1 Product Innovation for Financial Institutions Sponsored by Millennial Vision, Inc. Marshall Yuan, Group Product Manager, NCR, Redwood City, CA

How do you creatively rethink product innovation to succeed amidst technological and cultural change? Attendees in this session will hear insights on how to drive product innovation informed by customer perspectives and preferences.


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Nolita 1 A Deep Dive into Email Phishing (session does not repeat) Sponsored by Menlo Security David Anderson, Manager Information Security Group, CliftonLarsonAllen LLP, Minneapolis, MN

Have you had to deal with ransomware in your environment because of a phishing attack? Has your CFO received a spoofed email from the CEO, asking to wire money? These are two of the most common phishing attack vectors today. In this session, we will dig into how email phishing is conducted, how the emails bypass spam filters, and what you can do to protect your organization.

Nolita 2 The Antidote to Change and Uncertainty: Leading with Purpose and Vision (session does not repeat) Sponsored by CUNA Leadership & Management resources, cuna.org/forward Laura King, Henley Leadership Group, Seattle, WA

What does it take and what might be preventing you from communicating a compelling vision? What is the best way to translate strategic thinking into well-developed business strategies? Are you confident enough to take smart risks? Do you have a clear decision-making framework? In the opening session we heard the importance and necessity to embrace change if we are to help our organizations do more than survive the current climate. The leadership imperative in this volatile, uncertain, changing and ambiguous environment is to lead with purpose and vision. This session will help you identify and assess critical qualities and behaviors for visionary, authentic and high achievement leadership.

Nolita 3 It’s Not your Grandfathers Call Center Anymore: A Panel Discussion Sponsored by Vidyo, Inc. Michelle Fox, VP Sales/Service, Abri CU, Romeoville, IL Robyn Galtieri, Contact Center and Operations Director, STCU, Liberty Lake, WA Carl Wilson, Financial Advisory Center Manager, FedChoice FCU, Lanham, MD

There was a time when your credit union’s Call Center took incoming calls and provided basic assistance. Well - today’s Call Center environment is anything but that. Join our distinguished panel as they discuss what they are doing at their respective credit unions to transform their Call Centers into the Contact Centers of the future. From handling calls, e-mails and chats to responding to tech-related inquiries to engaging new and current members in revenue-generating outreach efforts – you’ll walk away with best practices that you can share and implement at your own credit union. See the Contact Center of the Future in action today.

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Condesa 5-6 DNA+Strategy = Awesome Sponsored by Credit Union Front Line newsletter Steve Langley, SVP Member Services/Chief Retail Officer, Schools Financial CU, Sacramento, CA

It’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.

4:15 – 4:30 p.m. Raffle Ticket DrawingBrera Ballroom

4:30 – 5:30 p.m. BONUS SESSION – Credit Unions Win with Distributed Ledger Brera Ballroom and Universal Identity Sponsored by Edge Consultancy LLC Elliot Cotto, Chief Creative Officer, Best Innovation Group, Inc., Tampa, FL Tom Stacy, CTO, Best Innovation Group, Inc., Tampa, FL

Distributed ledger (Blockchain): What it is, how it works, its impact on the financial industry and how credit unions specifically can benefit. Universal Identity: How the credit union industry can beat out the big banks in the race to solve the world’s identity problem.

Evening ON YOUR OWN

SATURDAY, OCTOBER 18:00 – 8:30 a.m. BREAKFASTBrera Ballroom

8:30 – 8:45 a.m. Presentation to Children’s Miracle Network Hospitals – CU4Kids Brera Ballroom


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8:45 – 9:30 a.m. GENERAL SESSION Brera Ballroom 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 SESSIONBrera Ballroom Classically Trained, Comically Derailed Sponsored by Support EXP 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

AGENDA

Documents

WEDNESDAY, SEPTEMBER 28 · Alexander Freund, CIO, 4IT, Inc., Miami, FL Fully securing IT infrastructure is about creating multiple barriers that must be breached to successfully penetrate