Bank Technology and Operations Conference - April 2022

Schedule for Bank Technology & Operations Conference

The Bank Technology & Operations Conference begins at noon Wednesday, April 20, and concludes at 12:30 p.m. Friday, April 22.

Wednesday, April 20


Registration & Trade Show Opens

1 p.m.  Mike Burke, SHAZAM

Skimming and Card Cloning

Mike Burke
Senior Robbery and Crisis Management Consultant

Technology is evolving every day, and the need for digital transformation continues to grow. For most banks, digital transformation is a distant goal, putting them at risk when it comes to security, business and employment. A recent Harvard Business Review article found that boards of directors increasingly want to transform their companies digitally via new tools, security and training. This presentation will evaluate those three areas of transformation — tools, cybersecurity tips and methods — and the importance of training.

2 p.m. 

Refreshment Break in Trade Show 

2:30 p.m. 

Vendor Demonstration 

2:45 p.m. 

Vendor Demonstration

3 p.m. 

Refreshment Break in Trade Show 

3:30 p.m. 

Steve Bruyn, Foresight ResearchThe Voice of the Customer – Adopting AI

Steve Bruyn
Foresight Research

Few banks are disclosing the number of AI users who engage with their chatbots. Why? Bank of America reported that more than 17 million of their customers — less than 30% — and nearly 40% of their digital customers were using ERICA, the bank’s chatbot that has been in use for almost four years.

Why are consumers resistant to AI and chatbots? In its survey of more than 13,000 consumers in 40 markets that included Missouri, Foresight Research found that 80% of all consumers are comfortable with asking banking questions or gathering advice on investments, loans or retirement planning in-person. Only about 40% of consumers are comfortable using chatbots or AI technology for routine questions, and even less are comfortable using this technology for information and advice on loans, retirement planning or investments. This session will address strategies to encourage consumer adoption of AI and its importance in achieving widespread usage.

4:30 - 5:30 p.m. 

Reception & Vendor Networking

Thursday, April 21

7:15 a.m.

Registration & Breakfast

8:15 a.m. 

Call to Order & Welcome 

8:30 a.m. 

Lee Wetherington, Jack Henry & AssociatesFinancial Fragmentation: Threat and Opportunity

Lee Wetherington
Senior Director, Strategy
Jack Henry & Associates

Ecosystem disruption continues. In pursuit of more convenience in their financial lives, consumers have unintentionally made them more complex to manage. It is not uncommon for young couples to use 30 to 40 different financial apps and service providers. The good news is that banks are well-positioned to solve for financial fragmentation, simplify customers’ financial lives and achieve first-app status in the process.

9:30 a.m.  Refreshment Break in Trade Show 
9:45 a.m.

Lee Wetherington, Jack Henry & AssociatesTrends in Payments for 2022 and Beyond

Lee Wetherington
Senior Director, Strategy
Jack Henry & Associates

An astounding $250 billion in payments dollar volume has been siphoned away from banks and other financial institutions. Square provides payment processing for more merchant outlets than five of the biggest U.S. banks combined. Real-time payment connections will triple through the end of 2022. Growing use of cryptocurrency and buy now, pay later are cannibalizing traditional payments and credit respectively. Join Lee Wetherington for a strategic look at the future of payments and what banks can do to protect and extend their payments franchises.
10:45 a.m. 

Refreshment Break in Trade Show

11 a.m.

Vendor Demonstration

11:15 a.m. 

Vendor Demonstration 

11:30 a.m. 

Vendor Demonstration 

11:45 a.m. 


12:30 p.m. 

Jim Stickley, Stickley on SecurityThe Evolving Security Landscape

Jim Stickley
Stickley on Security

In this presentation, cybersecurity expert Jim Stickley addresses the latest cybersecurity risks that organizations and their customers are facing as the world continues to adapt to the new normal. He discusses topics ranging from advanced malware and cyberattacks to social engineering and the new risks created with working from home. Attendees will learn tips and tricks that they can apply to both their professional and personal life. 
1:30 p.m.

Vendor Demonstration 

1:45 p.m. 

Vendor Demonstration 

2 p.m. 

Vendor Demonstration 

2:15 p.m. 

Refreshment Break 

2:30 p.m. 

Pamela Clegg, CipherTraceCryptocurrency Frauds and Scams

Pamela Clegg
Director of Forensics & Training
Cryptocurrency scams are on the rise, and DeFi fraud continues to rise each quarter as victims are often being tricked out of tens of thousands of dollars. Recent data from the Federal Trade Commission shows that since October 2020, consumers have reported losing more than $80 million in cryptocurrency scams. This represents an increase of more than tenfold year-on-year. These groups have been learning from each other, increasingly working together and using similar methods to raise, store and move funds, including money mule networks. This session explores various real-life cryptocurrency scam cases and looks at the methodology of investigating these crimes. This presentation also discusses the challenges associated with seizing and recovering assets for the victims, bringing the perpetrators to justice and analyzing the “red flags” that both financial institutions and virtual asset service providers should identify.
3:30 - 5 p.m. 

Peer Group Sessions & Reception


Friday, April 22

7 a.m.


7:45 a.m. 

Bruce Upton, P5 EnterprisesPress Here in Case of an Emergency – Community Banking Incident Response in 2022

Bruce Upton
P5 Enterprises

This presentation is designed for those who wonder what will happen next and what will we do when disaster strikes. This session includes several examples of community bank incidents and their responses and what regulators are looking for in incident response, as well as access to incident response playbooks so that attendees can customize their own playbooks in their respective banks.

8:45 a.m. 

Refreshment Break 

9 a.m. 

Regulator Panel – IT Exams

Federal Reserve Bank of St. Louis
Missouri Division of Finance

Now more than ever, it is critical to hear from both the state and federal banking regulatory agencies. Representatives will discuss current trends in operations and technology regulation, including internal controls and contingency planning. This session provides an opportunity to ask questions of various agencies and bring you up-to-date on regulatory issues. 
10 a.m. 

Refreshment Break 

10:15 a.m. Dan Hadaway, infotex inc.

Teaching Out-of-Wallet Questions

Dan Hadaway, CRISC, CISA, CISM
Managing Partner
infotex Inc. 

Do your users know how to prove a caller’s identity before giving out sensitive information? Let’s say it another way: do your users know how to ask what the regulators call “Out-of-Wallet Questions?” This session will not only establish the reasons and risks related to pretext calling, but it will provide helpful and timely suggestions on how to teach all bank employees how to ask Out-of-Wallet Questions!

11:15 a.m. 

Refreshment Break 

11:30 a.m. 
Jackson Hataway

The Rules of the Game: Nothing is the Same

Jackson Hataway, Ph.D.
Executive Vice President
Missouri Bankers Association

The pandemic rewrote many of the rules for “banking as usual.” Consumers and businesses were forced online, opening the door for new channels and providers to emerge at a rapid pace. Now, as we look forward, banks must determine how best to manage the onslaught of innovation we are experiencing. What services are critical for your bank to provide (either to customers or staff) in the future? How will you find the people to manage those services? Perhaps most importantly – how will we deal with the risk represented by all these connections? Prioritization and resource management will be key to developing strategy. In this session, we’ll dive specifically into what’s happening in Missouri, across the country and around the world as innovation in banking reaches new heights. 
12:30 p.m.