3rd Annual CUNA Technology Council CIO /
Operations & Member Experience Council COO Forum

May 30 – 31, 2018 | Hutton Hotel | Nashville, TN

The CUNA CIO/COO Forum will bring credit union senior technology and operations executives together to share best practices and discuss relevant industry challenges and opportunities.  Find out what your peers are talking about in an open forum environment driven by attendee input.

Forum Rates:  CUNA Members - FREE  /  Non-CUNA Members - $1,195

Register Now


Downloadable Agenda

Forum Facilitators: Mike Atkins and Heather Lally

Day One:

Wednesday, May 30, 2018

(Combined CIO/COO Forum Day)
1:00 - 2:00 pm
Vista A & C Rooms
Welcome and Introduction to CUNA Councils

Mike Atkins, CUNA Technology Council Chair
Heather Lally, CUNA Operations & Member Experience Council Chair

Creating a New Vision of the Member Experience

Nicole Sturgill [bio], Principle Executive Advisor, Gartner, Inc.

Despite heavy investments in digital technology, many banks and credit unions were telling us that they continued to struggle to deepen customer relationships and acquire new customers. Gartner research on the topic led to a fundamental realization about the value of digital investments.

Q&A (last 15 minutes)

2:00 - 2:15 pm Networking Break
2:15 - 5:15 pm
Vista A & C Rooms


Building High Performance Teams

Moderator: Randy Harrington [bio], PhD CEO/Senior Consultant, Strategic Arts & Sciences

Join your CUNA Council peers thought provoking and interactive presentation from Randy Harington, CEO of Strategic Arts & Sciences. This session will explore how Operations and IT departments can improve teamwork and interdepartmental collaboration to further the credit union performance and services provided to credit union members. Randy is a thought leader in the field of high-performance teams. He is a sought after worldwide for his work around strategic planning, building innovation, teamwork, and digital readiness.

Directly following the session
Vista B & D Rooms

Network with your fellow CIOs/COOs

Day Two:

Thursday, May 31, 2018

8:00 - 8:30 am
Vista D Room
Networking Breakfast
8:30 - 10:00 am
Vista A Room

Operations & Member Experience Welcome and Introduction

Heather Lally, CUNA Operations & Member Experience Council Chair


Roundtable Discussion:

Current Industry Challenges and Strategic Opportunities
Is the credit union industry at an inflection point? What challenges are we facing that can be transformed into opportunities?

8:30 - 8:45 am
Vista C Room
Technology Welcome and Introduction

Mike Atkins, CUNA Technology Council Chair
8:45 - 9:30 am

Open Digital Technology that Supports Empathy is Your Secret Weapon

Stessa Cohen [bio], Research Director, Gartner, Inc.

9:30 am - Noon

Roundtable Discussion Topics:
(Prior to the meeting attendees will be surveyed for top discussion topics from the list below)
  • Blockchain, Cybersecurity, Robotics / AI / Robotics Process
  • Cloud: The Shift in IT Infrastructure
  • Developing an IT Innovation Culture Aligned with the Business Culture
  • IT Transformation: When IT Shifts from Supporting the Business to Becoming the Business
  • Benchmarking your IT Organization
  • Adaptive IT: Staying Responsive to your Organization's Business Needs
10:15 am - Noon Roundtable Discussion:

Raising the Bar and Staying Ahead of the Curve
With companies such as Amazon setting the standard for ease of use, how does your member experience compare? Let’s discuss our member’s expectations and what we need to do to stay relevant.
Noon - 1:00 pm
Vista D Room
Networking Lunch
1:00 - 2:45 pm
Vista C Room

Moderated Roundtable Discussion: What Keeps You Up At Night?
(Prior to the meeting attendees will be surveyed for desired discussion topics.)
2:45 - 3:00 pm
Thank You and Parting Words

Mike Atkins, CUNA Technology Council Chair

Conclusion and Attendee Requests for Follow-up

1:00 - 2:45 pm
Vista A Room

Roundtable Discussion:

Are You Driving or Being Driven?
Are you spending time driving the strategy for your credit union or reacting to what others are doing? How effective is your strategic planning and are you reaching your objectives? If not, what is standing in your way?
2:45 - 3:00 pm Thank You and Parting Words

Heather Lally, CUNA Operations & Member Experience Council Chair

Conclusion and Attendee Requests for Follow-up

The unique collaboration of the credit union industry allows this to be a great opportunity to learn ways to take your organization to the next level and develop yourself professionally. The best take away will be the contacts you have made and network you have extended. Contact information of attendees will be provided to encourage future networking.


Nicole Sturgill, Principle Executive Advisor, Gartner, Inc.
10 years CEB, now Gartner, 18 years IT Industry, 22 years Banking and Finance Industry

Nicole Sturgill is a Principal Executive Advisor for Gartner's Banking and Investment Services (Analysis & Evaluation) in Research and Advisory. Her role is to advise clients on customer experience and delivery channels for retail banking. Ms. Sturgill also has responsibility for research covering digital account opening, personal financial management and robotic process automation.

Prior to joining Gartner, Ms. Nicole worked with Transoft International, now part of NCR. She worked with banks in both EMEA and North America, specializing in cash supply chain strategy and software implementation at client banks. Previously, she worked at Fifth Third Bank for 10 years, holding several positions in Commercial Banking and in Retail Banking Operations.


Randy Harrington, PhD CEO/Senior Consultant, Strategic Arts & Sciences 

Randy HarringtonRandy Harrington, PhD is CEO, owner of Extreme Arts & Sciences and co-founder, owner of Strategic Arts & Sciences and Best Practices Media. No nonsense and razor sharp, Harrington holds a doctorate from the University of Oregon in organizational communication. With a natural gift for quickly assessing complex problems, Harrington consults with clients to find practical, high impact solutions.

His 24 years of experience make Dr. Harrington one of the premier consultants to financial institutions in the USA. He is a sought after strategic planner, executive coach and guide for organizational change management and media messaging. He is the co-author of Slammed: Succeeding in a World of Too Busy and Evolutionaries: Transformational Leadership – The Missing Link in Your Organizational Chart.

His theories on the effectiveness of high-impact teams and communication push clients like Microsoft, Blue Tooth SIG Inc. and the United Nations to work smarter and more efficiently. He keeps things interesting through his diverse work with clients in multiple industries: health care, financial services, technology, and travel and tourism to name a few. Dr. Harrington also earns lots of frequent flier miles—delivering keynote speeches each year to audiences from New York to Kyoto. He is an avid guitarist, cook, and scuba diver. He makes his home in Eugene, Oregon with his wife, Patty.


Stessa Cohen, Research Director at Gartner, Inc., Stamford, CT
18 years Gartner, 30 years IT Industry

Stessa CohenInternationally recognized expert on the digital transformation of the global consumer banking industry. Extensive network, skill with research methods, and tacit knowledge. Counsel financial services companies, technology firms, and investors on product, solution, and investment strategies.

Ms. Cohen's areas of expertise revolve around delivering the digital bank experience and related digital banking technologies and trends, use of social capabilities, multichannel integration, mobile imaging for banks, mobile banking and mobile financial services, and online banking. She also has extensive expertise in deposit capture and processing, paper-based payments and transaction processing. She has a background in technology analysis, IT outsourcing and management, back-office process and workflow analysis, information design, and software development.