Descriptions for the conference sessions are listed below. Click here for the Conference Session Grid.*
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Approved for up to 6 CTP/CCM recertification credits by the Association for Financial Professionals.
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Banklink Cash Management and Business Services
In this session, executives and product experts from our Business Services group, will focus their attention on providing an update on the Banklink Cash Management product and give key information to users of the system. Discussions around Fiserv's Small Business and Corporate Strategy will provide context for the discussion and give attendees a sense of the future direction of all our Business Service offerings.
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Branches and Customer Experience
Given the current environment, there are a number of difficult strategic decisions to be made regarding your product and delivery channels. These difficult decisions must be made on a daily basis to ensure you are properly allocating resources and being a good steward of budgeted dollars. Is there a way to help quantify and justify these tough decisions? In this session you will learn:
Why all branches are not created equal...
Key metrics to focus on that ensure proper resource allocation
How to support branch system rationalization decisions
How competition and market saturation affect your decision-making
How to more effectively manage your branches given the strengths and weaknesses of each branch market
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Brand Equity - Stake Your Reputation on It!
In this session we will examine brand equity and reputational risk - what it means to your organization, and how you can protect and leverage it, in good times and bad. Learning from the good, the bad and the ugly, your customer's perception of your brand is often a reflection of how they feel about you. Join Don MacDonald, Fiserv's Chief Marketing Officer, as he presents case studies and personal experiences around brand equity and reputational risk.
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Built for Purpose Analytics
From more effective marketing to improved risk management, advanced analytics are changing the banking industry. There are enormous benefits from moving beyond traditional data reporting and analysis to applying predictive analytics for better decision making, especially when the analytics are directly linked into account processing data to support real-time decisions. In this session, we'll discuss how banks are realizing new competitive advantages through advanced analytics, and share Fiserv's vision on "what's next" and the capabilities required to win in the information age.
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Cash Management Frontiers
The last 50 years have seen amazing advances in payments technologies. Today, financial institutions use Cash Management and other Treasury services to help their clients manage their cash flow and ensure consistent payment processes. This session will focus on current technologies and will explore what the experts project is on the horizon for payments and cash management, as well as the experiences of a successful cash management bank.
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Efficiency Ratio: Best Practices in Today's Challenging Times
One of the keys to maximizing franchise value is strong, steady sources on non-interest income and disciplined cost management. This presentation will focus on the key metrics to measure and improve these critical areas as well as provide case study examples on how to achieve results. You will learn how to:
Review key metrics critical to profit contribution exclusive of the net interest margin
Discuss the importance of noninterest income opportunities that lend themselves to greater success given your unique operating strategy
Evaluate benchmarks for certain noninterest income and expense line items given your strategic direction
Share best practices from the top performers across the country
As today's interest rate environment continues to pressure our net interest margins, you will leave this session well armed with the information you need to become more profitable despite challenging economic times.
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Enhancing Online Security in Today's Tough Economy
In these troubled times, your organization cannot afford to let down its guard against fraudsters and identity thieves. This session will show you how you can cost-effectively strengthen your security measures even during a time of constrained resources. By attending this session, you will learn:
Emerging trends in online fraud and ID theft
Five key tenets of proactive online fraud detection and prevention
How to break through your organization's internal silos to provide greater visibility to your security infrastructure
How to deliver security from the enterprise level through financial services products to safeguard the consumer experience
How to assess the impact and benefits of these initiatives for both your customers and your organization
This session will be led by Christopher Beier, senior product manager for Fiserv online security products.
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Extending Your Footprint: Serving the Under-banked and Unbanked
The adoption of new technology has allowed banks to extend their reach in ways never thought possible. While opportunities exist to extend your footprint to new geographies and new demographics, can it be done without breaking the bank or reinventing your business model? One size does not fit all when serving the unbanked and under banked. This session will explore not only the difficulties in measuring the market potential, but also the challenge of finding the right profit metrics to measure your success.
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Fiserv as a Partner: Possibilities in Partnering
Taking a cue from the theme of this year's conference, Partners in Possibility, this panel discussion features your peers sharing their experiences working with Fiserv to implement varied business models. Several Fiserv clients will describe how they have successfully partnered with Fiserv to achieve, and often exceed, their business goals.
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Fiserv: Innovating for the Market
More than ever technology is playing a key role in an organization's ability to reduce integration costs and mitigate integration risks. The adoption of service oriented architecture (SOA) also creates opportunities for organizations to increase the speed to market of their new products. Innovating for the market, Fiserv is introducing the Enterprise Services Framework (ESF) as its next generation SOA. The ESF is a combination of services, software and hardware that enables Fiserv to deliver more integrated solutions to our clients. In this session, you'll learn about why Fiserv is driving this effort, how it is progressing and what will be affected in the future.
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Going Beyond TCO Improvements - Understanding TVP
Cutting costs is not enough in today's world to sustain and grow your business. This business process oriented discussion will be about reducing the cost of business (TCO) vs. improving the value of service (TVO). Improvements that return measurable value for both customers and the enterprise have the greatest impact on your bottom line. Learn how applying value based improvements can help your organization grow without simply cutting costs.
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Disney's Approach to Customer Service
Traditional and non-traditional banking service organizations are competing for the consumer's attention. The winner often is not the best service provider, but the best "customer experience" provider. Financial institutions can learn best practices from other consumer facing organizations outside the industry on how to attract and retain consumers. The long-standing reputation Disney Destinations has for incredible service and friendly employees is not magic, it is sound ideology consistently applied in business. This presentation is designed to help you think about your organization's service by immersing you in the successful Disney model. You'll see the importance of attention to detail, service standards, and successful delivery systems that consistently promote and ensure quality service.
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How Well Do You Really Understand CRM?
Many financial institutions use the term "CRM" to describe a piece of software - however, CRM is really a discipline supported by software. Understanding the 4 Pillars of CRM allows for a holistic approach that focuses on the entire customer relationship rather than the customer transaction. You know your customers and how to manage them - now learn how to grow and maximize your relationship with them.
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Integration: Not a Back Office Problem
Today's customer's expect convenience, consistency and value at every interaction with their financial institution. While technology has enabled an enhanced user experience for your customers via self-service channels, it does not always generate the same results for your organization. The inability to fulfill customer requests from multiple channels through automated processes can lead to inefficiency, missed opportunities and added workload for your back office. In this session, you will learn how integration and improved alignment of technology can help you better deliver products and service across multiple channels.
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Leveraging Analytics to Deepen Internet Banking Relationships
Customers expect "one to one" interactions, even via mass service channels like online banking. Banks must evolve these channels to provide a degree of personalization to compete with other leading online retail experiences. By incorporating segmentation, targeting, and personalization into their online banking interactions, Financial Institutions can improve product usage, reduce attrition, and ultimately increase profitability. This session is focused on how Financial Institutions can leverage analytics to deepen and expand internet banking customer relationships. We will explore current opportunities, as well as how these capabilities will evolve in the future.
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Master Data Management for Business as Usual
In this session we will explore the meaning of master data, what constitutes master data, and the numerous ways it can be harnessed to drive your business. We will also touch upon what it takes to build a robust, yet real-time master data management solution, including both the technology and human aspects.
Master Data Management is more than business intelligence today. If you aren't aware of all ways your customers interact with your business, in real time, they will find someone that places a premium on their needs and relationships. In the age of the Internet, information is everywhere and becomes stale soon after it is created. You can find an old classmate, or a highly rated restaurant wherever you are in the world. It is imperative that you know who your customers are, which accounts they hold, what transactions they initiate, and perhaps more importantly, what business they might like to transact next. If you do not have access to customers' varied relationships with your products and services you are viewed as antiquated. Master Data Management is much more than BI, it's business as usual.
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Mobile Banking vs. Mobile Payments
Mobile banking is approaching the tipping point as consumers are increasingly turning to their mobile devices for information and transactions. To tap into this emerging channel, financial institutions must move beyond a short-term vision of just "mobile banking as an extension of the online channel" and adopt a more comprehensive enterprise mobile financial services strategy. The integration of transactions, payments and content in novel ways can generate revenue for the financial institution and deliver functionality to diverse customer segments. In this session, Fiserv Senior Vice President Erich Litch will outline some of the mobile banking and payments trends in the market and how financial institutions can tap into mobile's potential to help them achieve the organization's broader strategic goals around cost reduction, right-channeling, and deposit gathering.
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Outside-In Thinking - The Impact of Analytics on Strategic Planning
Choosing the right direction for your organization in today's market is impossible without a clear understanding of forces around you and their impact on your business. Implementing an EPM (Enterprise Performance Management) framework is the first step to identifying both the internal and external forces that affect your business, allowing you to then use data and metrics to align your strategic business model. Discover how using analytics to detect trends and shifts can drive innovation for your market.
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Personalizing Impersonal Channels
With today's customers relying more and more on electronic channels, financial institutions are losing the opportunity to deliver the personal touch. Understanding a customer's reaction to the way they can use these channels is key to applying real-time decisions to encourage loyalty and increased usage. In this session, we will help you to understand how to use technology to personalize the impersonal without a "human touch."
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Risk Management and Customer Confidence - Why You Should Care
This session takes a very contemporary, proactive look at addressing critical business risk with regulators and other key audiences. Although regulators are the obvious "client," Murray Walton, Fiserv Chief Risk Officer, will explain how understanding the impact of your risk assessment, incident management, and advanced information security programs on customer confidence is key to winning back trust and retaining customers.
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Supply Chain - Trade Finance
Businesses are challenged with financing their operations across increasingly complex and fast moving supply chains. How will Banks rise to meet the Supply Chain Finance needs of their commercial and corporate customers? A noted industry expert will define the terms and help you better understand how corporate banking portals/solutions will be part of your future.
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Targeting Small Business Business
Small business has become a rich opportunity for financial institutions of all sizes. In this session, we will take an industry perspective on how to target small business customers through creating niches of opportunity, analytical decision support, and tactical marketing consultation and execution, and by creating an offering of cash management services business really need. By providing a full service target marketing program, financial institutions can increase adoption of their services and create satisfied customers, as well as increased cross and new sales opportunities.
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The Changing Landscape of Risk
Weak risk management is at the heart of the current financial crisis. Firms must implement new risk management practices and governance to shore up their performance, satisfy regulators and win back customers' and investors' trust. Proposals for regulatory reform are aimed to help firms better assess, manage and control their risks. What does this all mean for your institution's risk and compliance frameworks, as well as your consumer protection practices? Gain both regulatory and industry insight during this session led by KPMG LLP's Financial Services Regulatory Practice.
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U.S. Regulatory Update
Please join us for the very popular annual U.S. Regulatory Update session. Hear from and discuss with Teague Consulting Group the new regulations that are affecting the financial services industry. Learn about emerging issues that are out for comment or pending final rulings, and about proposed changes on the horizon. Additionally, Fiserv staff will be on hand to respond to questions.
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Why are there Bananas in the Cereal Aisle?
It's because grocers know what their customers buy and how to influence their decisions in the future. Using predictive analytics and modeling, you can borrow best practices from retailers to distinguish between a customer's "next-best" and "best-next" action in a predictive situation. So why are the best bananas in the cereal aisle? Because retailers can predict that if you're in the cereal aisle, chances are you'll buy bananas if you see them! Learn why and how you can use analytics to predict your customer's behavior at this informative session.
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Why Can't I Use My iPhone™? Uncovering Emerging Consumer Payments Trends
What came first, the chicken or the egg? One also could ask if consumer preferences leap technology, or does technology enable new transaction patterns? Today's consumer demands convenience, consistency and control; financial institutions must understand which of these desires drive behavior and when. In this session we'll discuss the ever-changing payments landscape: its past, present and future.
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Winning Small Business with Remote Deposit Capture
ISmall businesses depend on cash flow to thrive and financial institutions are looking to enhance their balance sheets with deposits. Offering small businesses remote deposit of checks to accelerate their access to funds will help banks grow deposits. Easy-to-use web based applications and low cost scanners now make offering remote deposit capture an affordable option even for customers with volumes under 10 checks a day.
Attend this session to gain new insights into winning the small business market; learn about tools that make remote deposit capture a viable solution for even the smallest businesses; and receive an ROI Calculator to use to assess your remote deposit opportunity.
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*Please note - concurrent sessions may be subject to change.
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