May 6-9, 2019 Loews Miami Beach Hotel - Miami Beach, FL

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Registration Open
7:00 a.m.
Registration Open
Breakfast
7:30 a.m. - 8:30 a.m.
Breakfast
Location: American Ballroom, Salon 4
1:1 Advisor Sessions
7:30 a.m. - 8:30 a.m.
1:1 Advisor Sessions

Schedule a complimentary session with a CO-OP subject matter expert across a wide range of credit union topics.

Register for you session here 

Location: Cowrie Foyer, Third Level
CO-OP Experience Lounge
8:45 a.m. - 4:30 p.m.
CO-OP Experience Lounge

Casually walk into the CO-OP Experience Lounge to get the look and feel of CO-OP products and solutions, firsthand!  Connect with our experts to see a live on-demand demo and get your questions answered, or join us during one of the three scheduled demonstrations.

Location: Americana Foyer, Second Level
Day 3 Welcome
8:30 a.m. - 8:40 a.m.
Day 3 Welcome
Jean Chatzky

Jean Chatzky introduces the final day of THINK 19 with a review of the benefits of strategic agility and a setup of our Day 3 focus on applying our value proposition and agile practices to improve the member experience.

Location: General Sessions Main Stage
Big Data – Why Do Customers Habitually Return to Certain Products?
8:40 a.m. - 9:25 a.m.
Big Data – Why Do Customers Habitually Return to Certain Products?
Charles Duhigg

Pulitzer-prize winning journalist and author Charles Duhigg presents a descriptive and prescriptive investigation of the science of productivity. He makes the case that understanding how habits work is the key to creating an experience that customers will choose.

Location: General Sessions Main Stage
The Best Idea Wins
9:25 a.m. - 10:10 a.m.
The Best Idea Wins
Omar Johnson

Branding expert and former Beats by Dre CMO Omar Johnson provides insights on the art of building a compelling member engagement story, noting how to listen with an ear tuned the human experience behind the data and how to respond in a friendly, empathetic voice.

Location: General Sessions Main Stage
Panel Discussion: The Art and Science of Reaching People and Changing Behavior
10:10 a.m. - 10:40 a.m.
Panel Discussion: The Art and Science of Reaching People and Changing Behavior
Jean Chatzky, Charles Duhigg, Omar Johnson, Kevin Martin, Matt Kardell, Jackie Buchanan

Jean Chatzky moderates a follow-up discussion of the Day 3 morning talks with further perspectives and insights on the art and science of understanding what people want and why. Panelists include Charles Duhigg, Omar Johnson, and more.

Location: General Sessions Main Stage
THINK 20 Announcement
10:40 a.m. - 10:45 a.m.
THINK 20 Announcement
Samantha Paxson, Matt Kardell

Find out where next year’s THINK conference will be!

Location: General Sessions Main Stage
Break
10:45 a.m. - 11:00 a.m.
Break
CO-OP Studio
11:00 a.m. - 1:30 p.m.
CO-OP Studio
Jeanne Bliss, Todd Clark, Jean Chatzky, Bruce Dragt

After you have heard from some of our featured speakers on the main stage, join us to learn more from them in a smaller setting. CO-OP subject matter experts will also be interviewed on topics ranging from Information Security to Chargebacks & Disputes.

11:00 a.m. to 11:15 a.m. – Why is Customer Experience or Member Experience so Critical in 2019?

Speakers: Jeanne Bliss

Description: A chat with customer experience expert Jeanne Bliss

11:30 a.m. to 11:45 a.m. – Women with Money

Speakers: Jean Chatzky

Description: Jean Chatzky is the finance editor on NBC Today, a bestselling author – most recently of “Women with Money” – founder and CEO of HerMoney and the HerMoney podcast, and of course the host of THINK 19.

11:55 a.m.-12:40 p.m. – The Forefront of FinTech

Moderator: Adam Harlow of CO-OP Financial Services

Description: Adam moderates this informal Q&A with fintech start-ups, an immediate follow-on to the Power Sprint session that will conclude minutes before.

12:50 p.m. to 1:05 p.m. – CO-OP Financial Services Update

Speakers: Todd Clark

Description: Todd Clark is President and CEO of CO-OP Financial Services

1:15 p.m. to 1:30 p.m. – CO-OP Financial Services Product Update

Speakers: Bruce Dragt

Description: Bruce Dragt is Chief Product Officer of CO-OP Financial Services

Power Sprints: Industry-focused breakout sessions.
11:00 a.m. - 11:45 a.m.
Power Sprints: Industry-focused breakout sessions.

Location: Room 1 – Data Transformation

Data Privacy in the Digital Age

Paul Love, Matt Maguire, Scott Steiner, Todd Link

Today’s members are more concerned about the privacy of their data than ever before. Our panelists will discuss how to approach data privacy – from navigating privacy laws like GDPR to ensuring your members’ data is collected and shared responsibly.

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Location: Room 2 – The Payments Experience

At the Forefront of FinTech

Adam Harlow, Jorge Sun, Elad Shulman, Chris Bahr, William Butler

What’s on the FinTech horizon? Hear directly from innovators whose startups are at the leading edge of digital transformation, and whose visionary efforts are directly relevant to the challenges you face. This exclusive opportunity gives you an inside-track perspective on developments that could help shape your own strategic plans

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Location: Room 3 – The Innovation Hub sponsored by EY

The Credit Union of the 21st Century

Taylor Nelms

During this presentation, participants will imagine a not too-distant operating and regulatory future for credit unions. The findings of this Filene research paint a future credit union landscape that is both enabled by technology and altered by changing economic conditions and consumer attitudes.

Power Sprints: Industry-focused breakout sessions.
12:00 p.m. - 12:45 p.m.
Power Sprints: Industry-focused breakout sessions.

Location: Room 1 – Data Transformation

What are Chargebacks Costing You?

Lori Kastrick, Bjorn Larsen, Jim Schlegel, Stephanie Davis, Jennifer Minnis

Every year, issuers and merchants deal with close to $31 billion in chargebacks and fraud disputes. But the real costs are actually much greater. This session will highlight how CO-OP is transforming the disputes and chargebacks experience, and will include discussion around how credit unions can expect to feel these enhancements within their credit union.

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Location: Room 2 – The Payments Experience

Forecasting the Future of Payments

Yvonne Stelpflug, Brad Bendeck, Mike Kresse, Sam Marshall, Dean Michaels, Ian Macallister

As we settle into a “see now, buy now” culture manifested by digital commerce, payments have become barely audible background noise for consumers in many respects. For financial services innovators, however, nothing signals greater opportunity. Join our panel of experts for an exploration of the trends, technology and market realities forcing transformation in the payments space. We’ll examine the possibilities of new devices, networks and techniques for moving money through member-centric lens, providing concrete takeaways for credit union cards and payments teams.

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Location: Room 3 – The Innovation Hub sponsored by EY

Transforming Member Service in the Digital Age

Robyn Andersen, Dr. Kathy Snider, Maria Moore

Everything about how members are interacting with their financial providers is changing. The key to winning and maintaining member loyalty will be providing a superior experience across every channel. Who is the credit union member of the future, and what will they expect from a payments, digital, mobile and service experience?

 

Lunch
12:45 p.m. - 2:00 p.m.
Lunch
Location: American Ballroom, Salon 4
1:1 Advisor Sessions
12:45 p.m. - 2:00 p.m.
1:1 Advisor Sessions

Schedule a complimentary session with a CO-OP subject matter expert across a wide range of credit union topics. 

Register for you session here 

Location: Cowrie Foyer, Third Level
Simplicity in Banking
2:00 p.m. - 2:30 p.m.
Simplicity in Banking
Jeffry Pilcher

As a leading observer of the banking industry, Jeffry Pilcher, CEO of The Financial Brand shows us why banks and credit unions must simplify processes to provide the best external consumer experience in an increasingly complex digital marketplace.

Location: General Sessions Main Stage
Would You Do That to Your Mother?
2:30 p.m. - 3:20 p.m.
Would You Do That to Your Mother?
Jeanne Bliss

Customer experience expert Jeanne Bliss offers an engaging formula for evaluating how you treat your customers. Ask: “Would you do that to your mother?” Through her own experience and a look at recent case studies, Bliss provides a practical “how to” approach to giving customers what they desire and employees the ability to deliver it.

Location: General Sessions Main Stage
Face It, Embrace It, Defy It, Conquer It
3:20 p.m. - 4:10 p.m.
Face It, Embrace It, Defy It, Conquer It
Victoria Arlen
Location: General Sessions Main Stage
Miracle Match Celebration
4:10 p.m. - 4:40 p.m.
Miracle Match Celebration
Samantha Paxson

Celebrate our annual contribution to Children’s Miracle Network Hospitals.

Location: General Sessions Main Stage
THINK 19 Closing Message
4:40 p.m. - 4:45 p.m.
THINK 19 Closing Message
Samantha Paxson, Todd Clark

CO-OP’s Todd Clark and Samantha Paxson conclude THINK 19 with a final message about the credit union opportunity, here and now.

Location: General Sessions Main Stage
THINK 19 Celebration Party - Brought to you by Mastercard
7:00 p.m. - 10:00 p.m.
THINK 19 Celebration Party - Brought to you by Mastercard

Don’t miss our Mastercard-sponsored Celebration Party at a surprise location! Transportation provided.

Suggested Attire: White or Miami Cocktail

Location: Meet at 6:45 pm at the Loews Front Entrance for departure