FTSI ExCITE 2021

DATE DEC. 3

LOCATION VIRTUAL

SPEAKERS INDUSTY EXPERTS

NETWORKING WITH PEERS

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.

Keynote

Transforming 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

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.

Panel Discussion #1

5-1

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

Moderator

LisaHuertas-2

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.

Panelists

sschaefer-250x250-1 Seth 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

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!

CorlindaWooden

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 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

Financial 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

Moderator

BrettWooden

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.

Panelists

Scott_Kaulukukui_640x480 Scott 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.

alisoncarr Alison 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.