2012 CANADIAN CONFERENCE FOR CREDIT UNION LEADERS

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10 CANADIAN CONFERENCE FOR CREDIT UNION LEADERS 3:45 p.m. – 5:00 p.m. Keynote Presentation: What are Canadians Thinking? PROGRAM SCHEDULE Darrell Bricker & John Wright, Canada’s premiere pollsters and national best-selling authors of What Canadians Think: About Almost Everything, and Canuckology: From Dollars to Donuts. When companies and organizations need a better grasp on what the public is thinking, they turn to Darrell Bricker and John Wright. Based on hard statistics of 32 million Canadians, Canada’s top statistical analysts at leading pollster Ipsos Reid have the data on virtually any topic and the insight to tell you what the statistics mean. They’ve uncovered the reasons people think and act the way they do, and will help us determine what it means for credit unions. TUESDAY MAY 8, 2012 7:30 a.m. – 5:15 p.m. Information Desk, Plenary Session & Workshops Information Desk Conference and Companion Program Tours/Activities 8:30 a.m. – 9:45 a.m. Plenary Session: Credit Union 3.0: Re-Inventing Credit Unions through Member Loyalty Chris Catliff, President and Chief Executive Officer, North Shore Credit Union Daniel Côté, Associate Professor, L'École des Hautes Études Commerciales, Montreal Business School, and Fellow, Filene Research Institute What is member loyalty? What are the attributes of member loyalty? How are credit unions earning member loyalty? Drawing on previous work which showed how credit unions could benefit by focusing on deepening member loyalty, Daniel Côté, an Associate Professor at the prestigious HEC Montreal Business School and the Canadian representative in the Filene Research Institute’s Fellows program, will talk about his research into how credit unions are wrestling with these kinds of questions. Dr. Côté will be joined by Chris Catliff, President & Chief Executive Officer of North Shore Credit Union and a member of Canadian Central’s Research Advisory Council, who has drawn on Dr. Côté’s work to shape his credit union’s member loyalty strategy. 10:15 a.m. – 11:45 a.m. RounD 1: WoRkShoPS A-E A Key Federal Policy Issues and Credit Union Positioning What’s the federal policy agenda in 2012 for the Canadian credit union system? Increasing compliance and regulatory burden, the role of the Crown Corporations, Anti-Money Laundering and the federal credit union charter to name but few, are significant issues facing credit unions. Session panelists will review key policy developments and initiatives underway to enhance the competitive positioning of credit unions. B Strategy and Narrative: So, What's Your Credit Union's Story? “Story” is a leadership tool that can help your credit union manage the complexity of the competitive landscape and facilitate analysis and action. Session facilitators will help you see how narrative structure – characters, roles, plot, storyline, and the 'moral to the story' – offers a clean and rigorous approach to strategic planning and they'll offer some tools to get you started. This exciting and engaging workshop will help to take your credit union's strategic planning to the next level. C Global Trends and Issues Impacting Financial Services Institutions Credit unions are firmly rooted in local communities, but increasingly the impact of global issues in financial services are being felt. This session will highlight issues such as: innovation and new channel development for optimum customer experience; the emphasis on data analytics and technology solutions; shrinking margins and struggle for revenue generation, and why these trends are important for Canadian credit unions to understand. D Credit Union Young Leaders Front and Centre The finalists of the National Credit Union Young Leaders Award will present a workshop on a thought provoking topic – not to be missed! E Up to Code: Credit Unions and Financial Stability Do credit unions contribute to financial stability? Are they positioned to meet Basel III capital requirements? Recent research studies present some positive findings. This session will review this research and suggest that this could be an important point to make to policy makers as they continue to deal with the aftermath of the financial crisis.
CANADIAN CONFERENCE FOR CREDIT UNION LEADERS 12:30 p.m. – 1:45 p.m. Lunch 1:45 p.m. – 3:15 p.m. RounD 2: WoRkShoPS F-J F PROGRAM SCHEDULE Linking Up: Connecting System Leaders An important buzzword in business and associations today is collaboration. Working together, sharing information and maintaining contact through digital and virtual channels is becoming the norm and businesses are finding it is also good for business productivity and innovation. Creation of Communities of Interest will engage credit union leaders in key system topics and initiatives… fostering information sharing, collaboration and idea generation at its best. Learn how your credit union can benefit at this session. G IT Governance At the Board level it is critical that there is the appropriate understanding of both the benefits and the risks associated with back office and member facing IT systems. Ensuring that the risks have been identified and addressed and that the appropriate IT governance is in place to proactively manage these risks is a key Board responsibility. H The Canadian Mosaic Continues To Change An update on diversity and reaching out to new groups that are beginning to have an impact on Canadian society and the consumer marketplace are important features of this workshop. This session will provide an opportunity to delve into the Canadian Mosaic in search of new members and employee talent. I Defining A Leadership Development Strategy For Your Credit Union Leadership effectiveness is the key differentiating factor that will determine the culture and performance of the overall organization. Excellent leaders are more likely to make the right decisions, attract and retain staff, and maximize the use of resources. All of this increases the probability of success. Attend this session and hear about best practices in developing leaders and take away tips for developing a leadership development strategy for your credit union. J Business Analytics: Top Line Growth and Bottom Line Results Leveraging business analytics can give you the instant visibility you need to see results that deviate from your plan and enable you to make ‘fact based’ adjustments to get performance on track. Through illustrated scenarios, this workshop will explore the opportunities available to credit unions to employ business analytics to grow top line revenue and enhance bottom line results. 3:45 p.m. – 5:15 p.m. RounD 3: WoRkShoPS k-o K Market Niches: Opportunity For Credit Unions? Competition for new members is intensifying, especially as the large banks refocus on their domestic operations. Session facilitators will present findings from case studies into how credit unions in Canada and the United States have reached out to four niche markets. Also, session attendees will have the chance to share their own experiences. Based on the case studies, takeaways will be shared for credit unions interested in expanding their membership through niche marketing. L The Expanding Scope of Board Accountability Accountability is an area of ongoing change and expansion that requires board members to be vigilant and up to date. Legislators and regulators who must confront governance issues in boards of all types are demanding higher levels of accountability – particularly for customer due diligence. Session leaders will review new Anti-Money Laundering rules, Foreign Account Tax Compliance Act (FATCA), Privacy and much more. M It’s Time To Take Social Media Seriously Social media is maturing as a marketing tool, offering new opportunities for brand and relationship-building. Over the last two years social media exploded onto the marketing scene. In 2012, it will evolve from experimental campaigns to social tactics that are fully integrated into the overall marketing strategy. Social media strategies are moving beyond the primary functions of customer service and brand monitoring. Social media is an integral channel for information gathering and a tool for decision making. Has your credit union responded to this mandate? 11
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2012 CANADIAN CONFERENCE FOR CREDIT UNION LEADERS

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