Exploring New Horizons

FTSI is where innovative ideas take flight for financial institutions, and our virtual ExCITE show is no exception!

Space exploration started in the 1950’s and through time, the exploration of new horizons in space travel rocketed along a similar path to our everyday technology. That is why, this year, our ExCITE show embodies the theme of space, of new horizons, of extraordinary technological innovations.



RickTransforming Customer Experience For an On-Screen World

This session will include many of the key ideas and insights from the new book “Digital Customer Service” (including “Phone and Voice Are Not the Same” and “Meet Your Customers Where They Are x3!”) We’ll share our exploration of the sociological changes that are forcing companies to rethink the way they serve their customers. Plus we'll show how the companies that are already moving toward true DCS are saving money while also creating a greater customer experience.
Rick DeLisi, Lead Research Analyst at Glia

Panel Discussion #1


How Financial Institutions Can Take Flight in a Digital Age 

FTSI's Chief Strategy Officer, Lisa Huertas, and a panel of fellow community financial institutions will speak on some new-to-market/digital-first technologies.

  • Hear from industry leaders and their real-world experiences
  • Learn the efficiency results on today's modern technologies and how they are radically impacting traditional experiences for the better
  • Discuss how to optimize your existing technology ecosystem



Lisa Huertas, Chief Strategy Officer at FTSI

For more than 20 years, Lisa has worked with bank and credit union leadership teams to understand and develop their vision, strategy, culture, and critical technology. Previously serving the industry as the Chief eXperience Officer for a technology-forward credit union, Lisa has compelling insight for financial institution leaders.



sschaefer-250x250-1Seth Schaefer, President/CEO at Rivermark Community Credit Union 

Seth Schaefer has worked at Rivermark Community Credit Union for 18 years acting as a strategic thought leader on member experience with a focus on insight-driven service and technology integration. Prior to the President and CEO role, Schaefer held various positions in the credit union, including operations, lending, marketing, and technology.  



Charlotte Nemec, President/CEO at Canopy Credit Union 

Born and raised in a small town in Montana, Charlotte Nemec moved to “the big city” of Spokane, Washington, when she was 20, where she completed her degree in economics at Eastern Washington University. Soon after, she started her career in the credit union industry by landing a job as a Human Resource Specialist. Fast forward 20 years, and a promotion or two, Charlotte began serving as Canopy Credit Union’s President and CEO in July 2018. Charlotte is passionate about the success of her team, members, and community. She loves that, through financial inclusion and education, she and her team are helping to build a stronger community!   



Corlinda Wooden, Chief Retail Officer at Unitus Community Credit Union 

Corlinda Wooden joined the credit union movement as Unitus’ Director of Branch Services in August 2007. After almost six years serving Unitus, she became President of Wooden Consulting, a management advisory firm. Since then she has obtained a range of high-level credit union experience, working as a Project Manager for industry think tank Filene Research Institute and serving as Faculty Member at Southwest CUNA Management School. 10+ years after starting her credit union career at Unitus, Corlinda Wooden returns with new skills, clear vision and dedication to make a difference for members. 


Nicole WhiteNicole White, VP of Digital Banking & Remote Channels at Advantis Credit Union

Nicole started in the financial services industry 16 years ago, and has been on a mission to create exceptional experiences ever since. She currently serves as the Vice President of Digital Banking & Remote Channels where she is responsible for driving digital strategy as well as the sales, service and video teller services delivered through the contact center. Prior to her current role, Nicole held various positions within the credit union branch and remote service space.


Panel Discussion #2

4-1Financial Institution Innovators Take on the App Universe: Shape, Mold and Build Your Own Concept 

Join FTSI's Senior Vice President of Innovation, Brett Wooden, and Your Credit Union Partner to learn how they worked with a group of credit unions to create innovative apps.

  • Explore how your financial institution can offer your consumers an app that adds value to their fast-paced, digital-age lifestyles
  • Get insight from a group of financial institution leaders on their journey to develop an app to serve the un/under-banked communities




Brett Wooden, Senior Vice President of Innovation at FTSI

Previously a COO at a credit union in the Northwest, Brett was named the Northwest CU Association’s Young Credit Union Professional of the Year in 2011 and a CU Times’ 40 and Under Trailblazer. Brett thrives on helping others embrace and utilize new business development strategies in today’s changing world.



Scott_Kaulukukui_640x480Scott Kaulukukui , President & CEO at Hickam Federal Credit Union

Scott has been in the credit union industry in Hawaii for 23 years with the last 3 years serving as the President and CEO of Hickam Federal Credit Union. The time in the industry has given him a broad range of experience in areas such as, strategic planning, operations management, marketing, business and community development. Prior to joining the credit union movement, Scott was in the automotive industry where he worked in marketing and distribution of Toyota and Lexus vehicles in Hawaii. Scott is a graduate of Western CUNA Management School.


alisoncarrAlison Carr, Chief Strategy Officer at Your Credit Union Partner 

Alison currently serves as Chief Strategy Officer for Your Credit Union Partner. In this capacity she supports community development and outreach initiatives, business development, speaking/training engagements, strategic partnerships, and serves as a general Goodwill Ambassador for Your Credit Union Partner.



CEO Welcome Remarks

Event introduction and welcome remarks from FTSI's Chief Executive Officer, Susan Napier.

  • 9:00AM - 9:05AM
  • Susan Napier

Keynote - Digital Customer Service

Rick DeLisi has been researching customer service and customer experience for the past two decades. He is the co-author of the best-selling book The Effortless Experience and has written several pieces published in the Harvard Business Review.

Prior to working in customer service he was a journalist, winning four Associated Press awards for outstanding feature reporting.

  • 9:05AM - 9:35AM
  • Rick Delsi

Raffle Prize Giveaways

  • 9:35AM - 9:40AM

Panel Discussion #1 - How Financial Institutions Can Take Flight in a Digital Age

Learn to optimize your existing technology ecosystem. Have an open dialogue with industry experts and explore 2022 trends.

  • 9:40AM - 10:25AM
  • Lisa Huertas

Raffle Prize Giveaways

  • 10:25AM - 10:30AM

Panel Discussion #2 - Financial Institution Innovators Take on the App Universe: Shape, Mold and Build Your Own Concept

Discover the mobile app design process. Broaden your mindset and think outside-the-box on your own app concept with the help of experts.

  • 10:30AM - 11:15AM
  • Brett Wooden | Alison Carr

Raffle Prize Giveaways

  • 11:15AM - 11:20AM

Networking Breakouts

Face-to-face interactions with our panel speakers and other event attendees in curated breakout rooms.

  • 11:15AM - 11:45AM
  • Network with Peers

Grand Prize Raffle!

Stay tuned for our grand prize giveaway!

  • 11:45AM - 12:00PM


Hear from last year's ExCITE attendees.

"It's always informative, and the people always have an uplifting attitude."

Community National Bank

"Very informative and thought provoking for the future."

Kaiperm Credit Union

"Very informative, very fun to be a part of, and great information to take away from the event!"

Los Angeles Federal Credit Union

"All the interaction - remarkable. Lively and engaging."

Chabot Federal Credit Union

Registration is now closed


Frequently asked questions. 

This event is for community financial institutions. 

Join us to network with your peers and learn about the latest technology and trends. 

FTSI events are free!

If you registered for the event but are unable to attend, we will email you the on-demand content after the event. Breakout sessions are not recorded for privacy reasons.

Please reach out to with any questions. 


Don't miss out on these great raffle prizes! Attendance required during the event to be eligible to win.




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Gift Cards (2) $100 & (1) $150 (2) Apple AirPods (3rd Generation) Bose QC 35 II Noise Canceling Smart Headphones Bose QuietComfort Noise Cancelling Earbuds  Apple TV 3-Day Car Rental


Plus, we are giving away ten (10) copies of the Digital Customer Service book published by Wiley.



Thanks to Our Valued Partners and Sponsors


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million apps

The Apple App Store has 1.96 million apps available for download. 

% of leaders

63% of leaders say COVID-19 made them embrace digital transformation.

% of people

73% of people worldwide utilize online banking monthly.

average accounts

The average banking consumer owns and average of 5.3 accounts.