8:00 a.m. – 12:00 p.m. - Pre-Conference Workshop (separate fee)

Your Comprehensive Guide to Navigating Digital Transformation

Speaker: Sara DeLance, Founder, Digital Transformation Consulting
Location: Magic Kingdom Ballroom 1

Join us for an exciting, immersive workshop crafted for credit unions who are ready to explore the art of digital transformation. Dive into cutting-edge scientific research, hands-on activities, and expert-led guidance to unlock your credit union's potential. Discover the vital importance of digital transformation, overcome challenges, and seize unprecedented opportunities. This workshop offers comprehensive, practical learning, interactive engagement through dynamic discussions and exercises, and unparalleled networking with industry peers. Walk away equipped to effectively navigate digital transformation in your credit union. Don’t miss this opportunity to revolutionize your credit union's future and enhance member experiences.

10:00 a.m. – 8:00 p.m. - Registration

Location: Exhibit Hall 

Sponsored by: Amazon Business

Refreshments during registration sponsored by: MARQUIS

1:00 p.m. – 2:45 p.m. - Roundtable Exchange (optional session)

The session is open to credit union attendees only.

Speakers
- Wendie Ellis, Director of Payment Services, Horizon CU
- Jeffrey Staw, Chief Innovation Officer, Bellco CU
Location: Magic Kingdom Ballroom 2

Sponsored by: interface.ai

The Roundtable Exchange is an opportunity to discuss ideas, best practices and knowledge with other credit union professionals.  The session is designed to be highly interactive, so come ready to ask questions and make comments with your industry peers.  This is a real opportunity to have open and honest communication about topics that interest you – you can bet if it matters to you, it matters to someone else too!

3:00 – 3:45 p.m. - First-Time Attendee Orientation

Location: Sleeping Beauty Pavilion

Sponsored by: zLinq

Are you attending the Operations and Member Experience and Technology Conference for the first time or traveling solo? Start your conference journey on the right foot by joining this interactive session, designed to connect you with fellow first-time attendees and peers. You'll gain valuable tips to navigate the event, learn more about what to expect, and make lasting connections with others in the credit union space. This is your chance to get ahead, ease into the conference, and build relationships that will enrich your experience. We look forward to welcoming you!

4:00 – 5:00 p.m. - Early Access Sponsor Tour (EAST)

Location: Exhibit Hall

The session is open to credit union attendees only.

How would you like a quick introduction to the solutions that will help take your credit union to the next level? Look no further! The Early Access Sponsor Tour (EAST) is a program to give an exclusive guided group tour to our attendees where they can preview solutions built by our sponsors. Your tour will take you on a journey where you will hear a three-minute introduction to the services offered by selected sponsors. Positioned at the very beginning of the conference, this will give you quick insight into which sponsors you will want to connect with in the sponsor hall when it opens. EAST will give you time to come up with questions and scenarios for sponsors you are interested in engaging with which will make the interactions more meaningful and specific to you and your credit unions’ needs. It will also give you a great opportunity to meet and network with your peers to discuss relevant topics and feedback around the solutions. Come join us for EAST!

5:15 – 6:30 p.m. - Conference Kick-Off: Opening Remarks + General Session - Datashock: Artificial Intelligence, Connectedness, and Readying for the Big Data Future

Speaker: Dr. Jennifer Golbeck
Location: Disneyland Grand Ballroom

Sponsored by: TruStage

6:30 – 8:00 p.m. - Welcome Reception

Location: Exhibit Hall

Sponsored by: MANTL; Spiral; Velera

7:00 a.m. – 8:00 a.m. - Breakfast

Location: Exhibit Hall

Sponsored by: Diebold Nixdorf; Engage fi; Owl Financial Technologies; WesPay

7:00 a.m. – 4:30 p.m. - Registration

Location: Exhibit Hall

Sponsored by: Amazon Business

8:15 – 10:15 a.m. -  Announcements + General Session - Disney’s Approach to Leadership Excellence

Speaker: Ryan Giannetta, Engagement Manager, Disney^® Institute
Location: Disneyland Grand Ballroom

Sponsored by: Finalytics.ai
Beverage station sponsored by: Alogent and Bonifii

This is your opportunity to learn from Disney Institute and the business insights behind Disney’s success. In this keynote presentation, learn how leadership is more than just a title—it’s about the actions one takes, rather than the position one holds, to create sustained, positive transformations within an organization. You will also learn how great leaders proactively establish values and vision, and operationalize them for the future, as well as how establishing a leadership legacy can create long-lasting, positive impacts on your organization. You will leave inspired and empowered to create a framework of effective leadership practices for years to come.

10:15 – 11:00 a.m. - Networking Break

Location: Exhibit Hall

Sponsored by: QSI; TTEC Digital

11:00 – 11:15 a.m. - Pass Time

11:15 – 12:00 p.m. - Concurrent Breakouts (5 choices)

Evolving Branches in a Digital Age

Speaker: Kathy Sianis, VP of FI Strategy, Posh Technologies 
Location: Monorail

Sponsored by: Agent IQ

Discover strategies to modernize your branches for the digital age by integrating automation, self-service, and innovative design. Enhance member experiences and drive growth by transitioning from routine transactions to expert consultations. Implement effective omni-channel approaches for seamless member satisfaction, transforming your team into trusted advisors. Learn how to balance digital advancements with the essential role branches play in a comprehensive member experience strategy. Adapt your branches to meet evolving needs, fostering trust and driving business growth.

Merger Pitfalls and Considerations: An Expert Panel

Speakers
- Wendy Cleveland, EVP/Chief Operations Officer, Sound Credit Union
- Wendie Ellis, Director of Payment Services, Horizon CU
- Jason Ford, President/CEO, Harvester Financial CU
- Steve Smith, Chief Technology and Security Officer, Vibe CU
Location: Magic Kingdom Ballroom 2-3

Sponsored by: VoApps DirectDrop Voicemail

Credit union mergers seem to be in the news daily. If your credit union is considering mergers, this is a can’t-miss session! In this panel discussion, hear from leaders at small and large credit unions who have experienced recent mergers. They will be discussing merger strategies, cultural considerations, systems integrations, and vendor issues. Learn from these experts to help your credit union successfully navigate its future mergers.

The Power of Instant

Speaker: Scott Young, SVP, Emerging Services, Velera
Location: Magic Kingdom Ballroom 1

Sponsored by: RingCentral

The speed of digital transformation has rapidly changed consumers' behaviors and demands. As technology continues to advance, today's consumers want and expect instant and on-demand financial services. In this session Velera's SVP of Emerging Services Scott P Young will highlight the growing trends in this space, including an update on the adoption of instant payments via FedNow and RTP. Gain insight into the integration of payment technology in non-financial vertical industries through embedded finance. Explore how to unlock growth through harnessing the power of digital lending, along with navigating the evolving landscape of open banking.  Regardless of asset or membership size, this session will provide practical tips to prepare your credit union for what's next in payments.

From Zero to AI – How to Accelerate your CU’s Data Capabilities

Speakers
- Adam Foldenauer, Head of Credit Union Vertical, Amazon Web Services
- Mahesh Marepalli, Ph.D., Vice President, Enterprise Digital Intelligence & Data Engineering, Affinity Plus FCU
Location: Magic Kingdom Ballroom 4

Sponsored by: Egnyte

The road to data maturity – meaning the ability to leverage your CU’s data as an asset to generate new value for members – needn’t be a multiyear quest. Learn how to rapidly and securely leverage GenAI and data science by using an agile approach. Affinity Plus CU and AWS will share CU industry standards to mobilize data capabilities across your credit union to create a data-as-product culture. You’ll learn leading practices to build data frameworks so that non-technical stakeholders throughout the CU can easily access data relevant to them, and how to fulfill ongoing reporting requests while building advanced analytics capabilities.

Enhancing Vendor Management in a Complex Business Environment

Speaker: Derek Boczenowski, SVP of IT, Compass IT Compliance
Location: Castle

In today's business landscape, organizations collaborate with numerous vendors to produce products, offer services, satisfy customers, and maintain profitability. The global nature of supply chains means businesses often partner with many vendors, introducing significant vulnerabilities. Over the past decade, vendor-related data breaches have increased, leading to financial losses, legal repercussions, and reputational damage. Severing all vendor connections is not feasible, so leaders must adopt proactive measures to mitigate these risks. Establishing a robust vendor management program is critical. In this presentation, Jerry Hughes, Senior IT Auditor and Managing Partner of Compass IT Compliance, will discuss the foundational pillars of effective vendor management. Attendees will learn practical approaches to streamline vendor onboarding, select new vendors, and assess third-party risks, aiming to enhance their organization's security posture.

12:00 – 1:15 p.m. - Networking Lunch

Location: Exhibit Hall

Sponsored by: Goalsetter

1:15 – 4:30 p.m. - Speed Round Block 

Location: Disneyland Grand Ballroom

Sponsored by: Synergent
Networking Break Sponsored by: CompuNet and Ultracs Corp

Join us for the most highly anticipated session of the conference! Experience the excitement of the Speed Rounds, where top vendors present their innovative solutions in a fast-paced format. Each vendor will have up to 5 minutes for a demo, followed by 2 minutes of Q&A with expert judges. Discover cutting-edge products and technologies and engage directly with vendors in the exhibit hall to continue the conversation. Don't miss this unique opportunity to see the latest advancements and network with industry leaders!

1.   MeridianLink - MeridianLink One

Experience actionable insights created through MeridianLink’s interconnected data layer, including: Scorecard: Highlights key performance metrics, including the ability to improve processing times, decrease approval/funding fallout, increase instant decisioning rates, increase cross-sell opportunities and improve member experience. Share-of-Wallet: Increase share of a member’s business, using application and credit data to uniquely identify cross-sell opportunities for credit cards, personal/vehicle loans, and HELOCs. Collections Propensity Index: The Index demonstrates a relative propensity to receive payment on a delinquent case over the next 30, 60, 90 days, allowing credit unions to make more intelligent collections through queue, communication, and reporting business rules.

2.  Trellance - Fair Lending

Fair Lending is a point of emphasis for the NCUA. The Trellance solution helps Credit Unions comply with federal regulations, ensure transparency, and build trust within the community. By examining lending practices, credit unions can identify and address biases, guaranteeing equal access to financial products for all members, direct and indirect. This proactive strategy reduces compliance and legal risks, enhances the institution's reputation for fairness, and boosts member satisfaction and loyalty.

3.  Silvur - Silvur Social Security AI

Silvur Social Security AI is the first of its kind AI powered retirement benefits navigator. Harnessing member data and our vast content library, Silvur's Social Security AI ensures that every member has access to personalized guidance as they navigate their biggest retirement decision: when to elect Social Security. What’s in it for credit unions? A 25-year direct deposit plus loyalty from your most valuable member.  Retirement security for all your members.

4.   Votiro

The demo will showcase the two main pillars of Votiro: Protecting Private Data – Votiro detects private information (PII & PCI) in files, and can mask that information in motion, so unauthorized users cannot see data they aren’t supposed to (SSN, Account Numbers, etc.). The demo shows a typical loan application that is uploaded and shared in the organization (this demo shows Microsoft Teams collaboration platform) – the sensitive information is masked so only authorized team members see that information. This capability is called Data Detection & Response (DDR). Removing Security Threats –  Votiro proactively sanitizes incoming files to remove hidden threats like malware and ransomware. Whether it’s through email, Teams, Slack, upload portals, data lakes, and more, Votiro ensures files are safe to open and share. The demo shows a file uploaded and a behind the scenes breakdown of the file in Votiro –  which shows a suspicious and malicious object that was automatically removed without slowing down the use of the file. This functionality is called Content Disarm & Reconstruction (CDR).

5.  Alogent - Unify

Unify is the only deposits automation solution on the market that addresses all challenges. This demo will include examples of deploying its single platform and single API across all full- and self-service channels, persona-based visual dashboards for front and back-office employees that streamline and simplify their days, as well as Unify’s native fraud mitigation capabilities that stop risky transactions before they reach the back office. In addition, we will share insights into Unify’s unique ability to process items at the transaction level rather than at the batch level, speeding item processing, enabling real-time posting, and alleviating delays in downstream processes.

6.  Neural Payments - Peer to Peer (P2P) Payments Engine

What happens when you need to send money to someone, but you're not using the same payment app? In our demo, attendees will see how easy it is to send a payment through their mobile banking app to the recipient using Neural Payments. From the recipient's perspective, they have the flexibility to determine where the money is deposited: either to their checking account, or even to a 3rd party digital wallet. This is all done in real-time, and without the need for either the sender or the recipient to install another app or fill out a registration form!

7.  Goalsetter

The demo showcases Goalsetter's FDIC-insured savings account and a Mastercard Cashola teen debit card with parental controls interactive quizzes, memes, and GIFs to make financial education fun and effective, promoting smart money habits. Highlights include "Learn Before You Burn," which freezes the card if quizzes aren't completed, and "Learn to Earn," rewarding kids for correct answers. It also features chores/allowance, investment and auto savings, and round-up features.

8.  Rivial Security - Cybersecurity Management Platform

We will address the top three findings identified by NCUA RISOs in 2024: IT Risk Assessment, Board reporting, and policy updates/creation. We will show credit unions how they can easily meet these requirements with less effort by: Automating Board reporting to include all necessary information such as maturity progress, quantified risk results and recommendations, vulnerability management progress, security training, and more. Demonstrating how our platform provides the ROI of your security program and aligns with NCUA expectations. Auto-generating information security policies that map back to your security controls, saving IT and Security professionals countless hours.

9.  Posh AI - Next-Gen Knowledge Assistant

Posh, the leader in conversational and generative AI solutions for financial services, introduces the Next-Gen Knowledge Assistant: your ultimate solution for streamlined employee support. Unlike traditional AI agent assist tools, which can often distract and prescribe rather than empower, KA integrates advanced AI with strict security, giving teams instant access to critical information. New generative search features and enhanced analytics cater to all departments, improving operational efficiency and user experience. Security measures ensure sensitive information remains protected. By slashing search time by 93%, Knowledge Assistant transforms decision-making and member interactions, empowering employees and enhancing member trust.

10.  Access Softek - Access Digital

Access Softek provides consumers and business owners with a comprehensive digital banking platform – Access Digital. Access Digital includes everything consumers and business owners need, from the table stakes of online and mobile banking to account opening and lending, conversational banking, call center software, biometric authentication, real-time fraud prevention, and automated investing integrated directly into the member's digital banking experience. Access Digital offers: Powerful data management enabling intelligent marketing and cross-selling to existing users and driving new user engagement. Fully hosted cloud platform with continuous software delivery. An open API Platform with deep integrations to a myriad of third-party solutions.

11.  OSG - Interactive Digital Statements - Innovative Transformations: Leveraging Print to Thrive in the Digital Age for Credit Unions

Credit unions must evolve their communication methods to stay competitive. Transitioning from print to digital doesn't mean abandoning print. Instead, blending print and digital strategies creates engaging member experiences. Print remains vital for personal, tangible communication. A balanced approach can enhance member engagement, build relationships, and ensure important messages are acted upon. Integrating QR codes and personalized print communications can reinforce digital campaigns. To achieve this, credit unions should segment members, design integrated campaigns, personalize messages, measure impact, and leverage technology for seamless integration. A well-planned strategy helps credit unions support members effectively and stay relevant in the digital age.

12.  Temenos - Temenos Collections Self-Service Portal

Combining our best-in-class digital platform and API-enabled Collection module, Temenos is bringing to market a Self-Service Collection portal for Credit Unions. Credit Unions will be able to utilize a branded, responsive-design digital portal to direct delinquent members to take “self-curing” action on their accounts. Whether the member schedules a call-back, registers a promise-to-pay, or makes a payment (through a payment provider partner), the activity is reflected in real-time – via API-based integration – back to the Collection solution for collector visibility and tracking.

13.  LemonadeLXP – LemonadeLXP

In our session we’ll demo LemonadeLXP’s new AI authoring tools that help Credit Unions drive operation efficiencies while rolling out training and support faster.

14.  LinkLive - Contact Center as a Service

This demo shows how LinkLive's communications and contact center platform helps streamline customer engagement tasks, like assisted loan applications. It starts with a credit union member contacting the CU through their website, and then we see how both the member and the contact center agent use the platform. You'll see LinkLive's strong security features, smooth transitions between chat, voice, SMS, and video, and how it leverages customer data from your CRM. The demo covers the entire customer journey, giving a clear picture of how the platform works for both the member and the credit union contact center agent.

15.  RingCentral - RingCX with RingSense

We show how RingCentral's AI-powered platforms work across channels to support a member when they are faced with possible debit card fraud, using virtual and agent experiences to ensure a positive outcome for the member. With our AI features, we also show how member service agents can stay on top of member needs and how managers can analyze experiences to provide real-time feedback.

16.  interface.ai - Sphere Generative AI Solutions

Innovations in AI are occurring at an unprecedented pace. Sphere, a multimodal AI assistant, represents the forefront of generative AI for credit unions. This pioneering product is not just another chatbot, it uses a single AI brain to revolutionize service interactions from assisted to self-service. This demo will explore how Sphere empowers frontline employees and customers with quick access to the best possible answers. You’ll see the transformative power of Sphere demonstrating how it can streamline banking processes and enhance member engagement, all while feeding self-service knowledge creation, in a virtuous cycle of learning.

17.  CoNetrix – Tandem - Tandem Incident Management

Come see how you can more effectively handle incidents! Tandem Incident Management is designed with credit unions in mind to ensure that when an incident happens, the right things are addressed at the right times by the right people, all on a platform you know and trust.

18.  TTEC Digital - SmartApps by TTEC Digital

SmartApps for Genesys Cloud is the most comprehensive set of cloud-based contact center applications for financial institutions available. It enables credit unions to deliver exceptional member / customer experiences with quality, flexibility, ease, and security. Watch as agents and supervisors/fraud specialists gain efficiencies and improve member experiences with frictionless tools to detect suspicious activities and prevent fraudulent attacks against their members.

Unify is the only deposits automation solution on the market that addresses all challenges. This demo will include examples of deploying its single platform and single API across all full- and self-service channels, persona-based visual dashboards for front and back-office employees that streamline and simplify their days, as well as Unify’s native fraud mitigation capabilities that stop risky transactions before they reach the back office. In addition, we will share insights into Unify’s unique ability to process items at the transaction level rather than at the batch level, speeding item processing, enabling real-time posting, and alleviating delays in downstream processes.

19.  Boost.ai

Voice channels are crucial for Credit Unions. They handle significant operational costs and high traffic volumes, yet often fall short of providing a satisfying caller experience. In this demo, we demonstrate an advanced automated calling system that utilizes a sophisticated blend of technologies from boost.ai. We will cover the following: Predefined and generative responses; Authentication ️ Barge-in (interrupting the virtual agent); Seamless topic switching SMS confirmation; Generative Action using knowledge, action hooks, API hooks & guardrails. By combining boost.ai’s powerful tools with the thoughtful application of Large Language Models (LLMs), we’ve created a system that significantly enhances automation levels. This transformation turns the voice channel into a more efficient and user-friendly interface, delivering substantial value to members.

4:30 – 5:45 p.m. - Networking Reception

Location: Exhibit Hall

Sponsored by: LinkLive; Rivial Data Security; Tyfone; Votiro

7:00 – 8:00 a.m. - Breakfast

Location: Exhibit Hall 

Sponsored by: Allied Payment Network; Business Data, Inc.; Connex Telecommunications; Samaha & Associates, Inc.

7:00 – 4:30 p.m. - Registration

Location: Exhibit Hall

Sponsored by: Amazon Business

8:15 – 10:15 a.m. - Announcements (Speed Round winner announced) + General Session - Disney’s Approach to Quality Service Programs

Speaker: Ryan Giannetta, Engagement Manager, Disney^® Institute
Location: Disneyland Grand Ballroom

Sponsored by: SMA Technologies
Beverage station sponsored by: OSG and REPAY

Enjoy another opportunity to leverage expertise from Disney^® Institute when Ryan dives into how excellent service is the result of truly understanding your members’ expectations and how to implement the right service standards in place to exceed them. You’ll gain a deeper understanding of how meticulous attention to detail creates consistent, world-class experiences. Expect to better understand the value of intentional service design and delivery, and the necessity of having a service recovery plan for when things don’t go as expected. You’ll leave inspired and motivated to elevate your credit union, positioning it as the provider of choice.

10:15 – 11:00 a.m. - Networking Break

Location: Exhibit Hall

Sponsored by: CDI; SalesCU

11:00 – 11:15 a.m. - Pass Time

11:15 a.m.  – 12:00 p.m. - Concurrent Breakouts (5 choices)

Establishing Governance and Risk Management Programs

Speakers
- David Shaffer, Director of Specialist Resource, NCUA\
- David Zweigart, Regional Information Systems Officer, NCUA
Location: Castle

Sponsored by: CSI

Focusing on governance and risk management, the NCUA will provide a regulatory view and expectations you can use at your credit union.

How to Raise Deposits in a Raising Rate Environment? 

Speaker: Tamanna Kottwani, Head of Product Management, WithClutch Inc
Location: Monorail

Sponsored by: Silvur

In a raising interest rate environment, 'hot money' is floating around and Credit Unions compete with Chase and other FinTechs for deposits. The solution lies in providing seamless digital experiences for consumers and small businesses. Unfortunately, the current account opening process of most Credit Unions is cumbersome, involving manual reviews of all applications for fraud, leading to a disjointed funding process.  Credit Unions are once again held hostage by legacy software providers.   In order to compete with the Chases or Chimes of the world, we need to fully automate the account opening process. Learn how to remove friction from your processes, address fraud with a state-of-the-art approach and truly lean on the Credit Union's advantages.

Navigating the Digital Shift: Lessons from Fintech and Credit Union Collaborations

Speakers
- Jack Smith, CEO, Pure IT Credit Union Services
- Kyle Stutzman, CEO, Janusea
Location: Magic Kingdom Ballroom 2-3

Sponsored by: Temenos

Executives from leading FinTechs will share invaluable lessons learned from their partnerships with Credit Unions, focusing on effective strategies for digital alignment and overcoming challenges. Gain practical knowledge on enhancing member experiences through innovative partnerships, equipped to navigate the complexities and opportunities of digital transformation in the financial sector.

The ABCs of RPA: How to Get Started with Robotic Process Automation

Speaker: Gaby Saliba, Customer Success Manager, SMA Technologies
Location: Magic Kingdom Ballroom 1

With estimates placing the potential ROI of RPA at up to 200% in the first year, it's easy to see why over 40% of FIs currently leverage RPA, according to the 2024 State of Automation in Financial Services Report, with 35% planning to increase their usage this year.  As RPA adoption accelerates, the time is right for CUs who have yet to deploy RPA to capitalize on this opportunity to offload repetitive tasks, reduce errors, and reallocate skilled staff to higher-value projects.    

Learn RPA fundamentals, including:

• How RPA differs from other cutting-edge technologies, like AI
• Why deploying RPA strategically delivers greater ROI (and how to do it)
• Where RPA fits in the broader automation landscape
• How to identify the best RPA opportunities in your operations
• If you're curious how RPA could benefit your CU but unclear on what it takes to get started, join us. 

12:00 – 1:15 p.m. - Networking Lunch

Location: Exhibit Hall

Sponsored by: Eltropy; Managed Financial Networks

1:15 – 2:00 p.m. - Concurrent Breakouts (5 choices)

Emerging Risk Outlook

Speaker: Brianda Rojas-Levering, Risk Consultant, TruStage
Location: Castle

Sponsored by: Withclutch

Keeping ahead of the complex array of ever-changing risks, compliance issues, and industry regulations that are impacting credit unions requires keen awareness, effective preparation, and loss control scrutiny. When risk management is effective, typically nothing bad happens. But, if you're blindsided by a problem, your credit union reputation takes the hit. Don't let not knowing which emerging risks are around the corner take the blame. While each credit union has its own unique risk footprint, this Emerging Risks Outlook introduces risks and trends that should be on your radar. 

Key Takeaway:

• Effective risk management in credit unions hinges on proactive awareness and preparation for evolving compliance,
• Regulatory challenges, and industry-specific threats, and
• Ensuring the institution's reputation remains intact by avoiding unforeseen vulnerabilities.

Empowering Excellence in your Call Center

Speakers
- Terri Baker, Director-Retail Operations, Oregon Community CU
- Adrienne Fischer, Director of Contact Center, Spokane Teachers CU
- Colleen Pitmon, Vice President of Call Center, MSU Federal Credit Union
- Dave Poeschl, AVP, Member Solutions Center, UW Credit Union
Location: Monorail

Sponsored by: Engageware

Join us for an engaging panel with your call center peers as we dive into the secrets of providing top-notch member service, boosting employee engagement, and maximizing efficiency. We'll explore why having an analyst for scheduling and data gathering is a game-changer, unravel the magic behind one-call resolution for both consumers and businesses and the importance of charting out a dynamic digital roadmap to ensure you're always ready for what comes next.

Rehabilitating Unintentionally Bad Leaders: Skills for Managing Vision, Performance, and Engagement

Speaker: Leticia Saiid, Chief of Staff, CoNetrix
Location: Magic Kingdom Ballroom 2-3

Whether you saw it first- or second-hand, we've all seen bad leadership hurt company culture. You can spot bad leadership when you see high turnover or continuous unrest in an organization. But bad leadership doesn't just happen when you have a bunch of self-centered buffoons running the show. Bad leadership also happens when we put people in leadership before they are ready, when we don't teach them how to coach, and when people are trying to run a team using the fumes they have left after putting out all the fires. How can we help the accidental bad leader? Join Leticia, the Chief of Staff at a thriving technology and security company, to learn about practices that have been most valuable and to hear about the times they had to learn from their mistakes.

Takeaways:

• Improved Vision: the power of shared goals
• Improved Performance: feedback that helps instead of hurts
• Improved Engagement: environments that inspire momentum

Core Conversions: From Market Search to a Seamless Implementation and Beyond (Session Repeats)

Speakers
- Adam Denbo, Managing Consultant, Samaha & Associates, Inc.
- Sabeh Samaha, President & CEO, Samaha & Associates, Inc.
Location: Magic Kingdom Ballroom 1

Sponsored by: Synergent

Core conversions can be a large undertaking but may become necessary when your Credit Union grows and requires additional functionality to meet the needs of your members. An efficient conversion with predictable outcomes can make a positive impact to your members and your community, but a muddled conversion to the wrong system can weigh on your Credit Union for years to come. You can find out what it takes to successfully navigate to a new, better-matched vendor through the proper Search, Selection, Negotiation, and Implementation process.  In this session, you will learn best practices from a technology consulting firm that has guided numerous credit unions of various sizes and complexity through hundreds of conversions. We will review how to establish the proper timeline for a successful conversion, product vs. service quality needs, how to avoid common pitfalls, and most importantly how to prepare your Credit Union staff for this organization-wide event.

Unlocking Significant Cost Savings with an RPA Factory

Speakers
- Marc Bloom, VP, Core Infrastructure & Architecture, Virginia CU Inc
- David Fletcher, Director, RPA, Quality Assurance and Change Management, Virginia CU Inc
Location: Magic Kingdom Ballroom 4

Sponsored by: Backbase USA, Inc.

VACU has been successful in creating and operating a RPA Program.  One of our differentiators has been our ability to execute using a 'RPA Factory Model'.  This session would describe the methodology used to establish, maintain, and grow an RPA Program.  The presentation will also focus on the Operations of the Factory, the management of staff, and relationship building with Business Partners.

2:00 – 2:15 p.m. - Pass Time

2:15 – 3:00 p.m. - Concurrent Breakouts (5 choices)

Card Portfolio Optimization: Achieving Operational Excellence, Maximizing Revenue, and Mitigating Risk in 2024

Speaker: Nicki Lirot, VP, Relationship Management, Member Access Processing
Location: Castle

Sponsored by: 7Rivers

Join us for an in-depth exploration of operational and strategic approaches for managing card portfolios. With rapidly evolving payment technologies and fraud tactics, learn how to transform card data into actionable insights for measuring revenue, operational excellence, and member engagement. Our focus will be on Key Performance Indicators including Interchange Income, Card Utilization, Demographics, and Merchant Level Data. As fraud is constantly evolving with the advancement of AI and digital usage, uncover how to balance a positive member experience when transacting but also ensure you are keeping your membership safe. We’ll also explore operational and financial considerations for managing your credit cards in-house vs. full service to create a consistent payments experience. By the end of this session, you will be equipped with strategies to elevate your card brand and stay ahead in the dynamic payments landscape.

No-Code Automation: Streamlined Workflows & Personalized Service for Your Members' Needs

Speaker: Jenny Beer, Head of Pre-sales, Creatio
Location: Monorail

Sponsored by: CDW LLC

In the face of evolving member demands and ever-changing market dynamics, credit unions are at a pivotal crossroads. The digital transformation journey presents numerous challenges, and limited technology adoption threatens market share. Traditional systems often fall short on customization and scalability—this is where no-code platforms come into play.  Discover how no-code platforms can streamline workflows, enhance member interactions, and eliminate the need for additional IT staff and investments. Empower your non-technical team members to develop digital solutions and processes without a single line of code.  Learn how member-centric automation can dramatically improve efficiency and competitiveness. We'll delve into how no-code can automate member experiences, provide personalized interactions, and optimize case management, lending, onboarding, and compliance workflows. We will explore how no-code adoption redefines automation strategies, boosts capacity and agility, and fosters seamless business-IT collaboration—all without extra investment or headcount. No-code is the secret sauce for credit unions looking to innovate, delight members, and build resilience for the future.

Driving Success: Mastering Change Management in Your Credit Union

Speaker: Arleen Scavone, Chief Delivery Officer, OPX-America
Location: Magic Kingdom Ballroom 2-3

Sponsored by: Carefull Corporation

Imagine waking up tomorrow to find that every process, every system, and every role in your credit union has changed overnight. How prepared are you to navigate that transformation? This session will explore how effective change management can turn such a daunting scenario into an opportunity for growth and innovation. 

1. Importance of an effective change management framework.
2. Managing change begins with taking an enterprise view.
3. Key Roles and Lessons in Change Management.
4. Incorporating change management into your project management and release management methodologies.
5. How change management can improve employee adaption.
6. Tools, resources, and key takeaways. 

Effective change management creates opportunities for growth and innovation by ensuring a structured approach to transitions, minimizing disruptions, and fostering a culture of adaptability.

Core Conversions: From Market Search to a Seamless Implementation and Beyond

Speakers
- Adam Denbo, Managing Consultant, Samaha & Associates, Inc.
- Sabeh Samaha, President & CEO, Samaha & Associates, Inc.
Location: Magic Kingdom Ballroom 2-3

Sponsored by: SugarCRM

Core conversions can be a large undertaking but may become necessary when your Credit Union grows and requires additional functionality to meet the needs of your members. An efficient conversion with predictable outcomes can make a positive impact on your members and your community, but a muddled conversion to the wrong system can weigh on your Credit Union for years to come. Find out what it takes to successfully navigate to a new, better-matched vendor through the proper Search, Selection, Negotiation, and Implementation process.  In this session, you will learn best practices from a technology consulting firm that has guided numerous credit unions of various sizes and complexity through hundreds of conversions. We will review how to establish the proper timeline for a successful conversion, product vs. service quality needs, how to avoid common pitfalls, and most importantly how to prepare your Credit Union staff for this organization-wide event.

Innovating Member Experience: Why AI-Enabled Communication Platforms Belong in Your Product Roadmap

Speaker: Pat Reetz, Chief Marketing & Product Officer, LinkLive
Location: Magic Kingdom Ballroom 2-3

Sponsored by: Access Softek, Inc.

In an era where member expectations are constantly evolving, credit unions must embrace cutting-edge technologies and personalized, human-to-human interactions to remain competitive. This session explores the transformative potential of AI-enabled communication platforms and why they should be integral to your product roadmaps.    Here are the top three takeaways from the presentation:  

• Strategic Benefits: Discover how AI-enabled solutions enhance efficient yet personalized communication, fostering deeper and more meaningful member relationships.
• Integration Steps: Gain practical insights into seamlessly incorporating AI technologies that matter into your existing product roadmap, ensuring a smooth transition and maximizing your return on investment.  
• Case Studies and Insights: Explore real-world examples of how AI has led to significant improvements in service delivery and operational efficiency for credit unions.

3:00 – 3:30 p.m.  - Networking Break

Location: Exhibit Hall

Sponsored by: Janusea; LSI

3:30 – 4:30 p.m.  - General Session – Cross Council Panel - Top Issues in Key Management Areas: Bridging Perspectives for Financial Professionals

Speakers
- Brett Fisher, Chief Financial Officer, Skyla Credit Union
- Mia Perez, Chief Administrative Officer, Coastal Credit Union
- Linda Rossi, President/CEO, Ventura County Credit Union
- Sean Morrison, VP Human Resources, Mountain America Credit Union
- Cary Shumway, Chief Lending Officer, Community First Credit Union
Location: Disneyland Grand Ballroom

Sponsored by: Amazon Web Services

Join us for a collaborative session where thought leaders converge to shed light on the pivotal issues shaping the industry in 2024 and beyond.

Panelists will offer perspectives on the challenges and opportunities facing today's credit unions and connect with them with Ops/ME/Tech priorities. Gain insights into aligning financial strategies with business objectives, fostering a culture of innovation, and optimizing organizational performance in an ever-evolving landscape at this cross-disciplinary discussion. 

6:00 – 9:00 p.m.  - Social Event - Splitsville!

Sponsored by: Accutive; Allied Solutions, LLC; Engageware; Neural Payments; Qualitest; Savana; Tangenesis 

Join us for an evening of fun, food, games and bowling! Splitsville will play host to our social event. Situated in Downtown Disney, this venue features 20 luxury bowling lanes on two floors and fantastic views of the Downtown Disney® District. We’ll also have a DJ spinning your favorite tunes inside and live music on the covered patio. This event is included in the conference registration fee. You can add an adult guest (21+) for $100.  Tickets must be purchased ahead of time at the registration desk.

7:00 – 8:15 a.m. - Breakfast

Location: Exhibit Hall

Sponsored by: Connex Telecommunications; Engage fi; Onboard; Solutions Metrix

8:30 – 10:00 a.m. - General Session & Closing Remarks - Maximizing Social Value

Speaker: Juliana Schroeder
Location: Disneyland Grand Ballroom

Sponsored by: Boost.ai
Beverage station sponsored by: mysherpas

Every important moment in your life that you have already had or will have in the future involves a social interaction. Although there is enormous value to be gained—both psychological and tangible—from social connections, people leave a lot of value on the table. In this talk, Schroeder highlights several areas where you can gain additional social value, each of which stems from mistakes people make in reading others’ minds. She covers topics such as forming “minimal connections” (e.g., connections with strangers), making small prosocial gestures that are relatively costless to you but surprisingly appreciated by others, and getting better at disagreeing more productively.

10:00 a.m. - Conference Concludes

1:00 – 5:00 p.m. - Technology Council Security Summit (separate agenda and separate fee)

Location: Castle

Sponsored by: CliftonLarsonAllen LLP

5:15 – 6:30 p.m. - Technology Council Security Summit Reception (separate agenda and separate fee)

Location: Sleeping Beauty Pavilion

Sponsored by: CliftonLarsonAllen LLP

8:00 a.m. – 3:00 p.m. - Technology Council Security Summit (separate agenda and separate fee)

Location: Castle