Julian Chu Director of Acquisition Marketing Discover

Often times companies design and deliver products and services based on their existing operating environments, available technologies, and organizational construct. It is no surprise that this approach will lead to disjoint customer experience. In this session we will examine some real life examples, and discuss how “seeing through the lens of the customers” will offer refreshing strategies to providing an integrated customer experience.

• Leaning how to not just listen to the voice of the customer, but analyze and act on what customers tell you is crucial
• Examining some of the biggest common upper management decisions that must incorporate relevant customer data
• Looking at specific examples of customer experience practices

Ronnie Rowton Vice President Client Intelligence BB&T

Attend this session to learn some of the top steps you can take today to improve customer experience. The approach is based on proven best practices from industry leaders in customer data and experience and will deliver immediate results and support long-term growth.

• Maximizing every customer interaction to improve loyalty
• Strengthening your brand through customer experience and increasing your revenue

Gerry Gaerlan Vice President of Marketing Analytics US Bank

Financial services companies deal with vast amounts of data about their customers. A large financial services company will have millions of customers owning tens of millions of products and performing hundreds of millions of transactions. These companies have an advantage because no one else has that degree of information about their customers… not their competition, nor any other data compilers. Good companies that perform customer relationship management should take advantage of this proprietary data. Yet it is easy to get overwhelmed by the amount of data. It is therefore imperative that aggregation of data be done to facilitate better use. True customer relationship management requires a view at the transaction, at the account, at the customer, and at the household. Effective customer relationship requires the ability to understand what they actually do (transactional) across their products (account) and within their household. Knowing how to summarize this data across these various levels is key.

• Examining different ways aggregation can be done and appropriate uses
• Determining the types of applications where different aggregation is appropriate including segmentation, modeling, valuation, database marketing, and reporting
• Learning how knowledge about your customers is enriched

This session will explore best practices in designing a customer experience that achieves a competitively superior value for customers that is leveraged over operating costs.

• Examining the latest theories behind customer experience management
• Defining the strategies and implementation approaches of leading enterprises
• Learning where and how to start

Jason Knight CEO and Co-Founder Wesabe

Wesabe is a social personal finance website focused on empowering individuals to make better financial decisions based on data accessibility. Instead of warehousing your customer data, why not open it up? Join this session and explore the themes of data access, openness and partnerships.

• Making data compelling and relevant
• Exploring partnerships and new technologies
• Building customer trust and promoting security and privacy

	James Anderson Vice President of Electronic Services Michigan First Credit Union
	Trey Reeme Director of Channel Integration TDECU

Just buying tools or services is never enough. A successful web channel performance management program requires technology, dedicated personnel and savvy business practices. This session explains different approaches and tips on selecting the right tools to improve an enterprise's web site.

• Examining what organizations should expect from web analytics tools and technologies
• Looking at the best practices necessary to improve web channel business performance

This session provides a realistic guide to conducting online experiments. Experience indicates that significant learning and ROI are seen when development teams allow end users to guide the development of features as opposed to the opinion of upper management. It is crucial to examine common architectures for experimentation and analyze their advantages and disadvantages for your organization

• Reviewing the important ingredients of running controlled experiments
• Discussing limitations and hurdles

Actively take part in group discussions focused on significant areas surrounding data governance applicable to the financial service industry. Led by capable moderators in the industry, each table will give you the opportunity to explore the challenges that your organization faces on a day to day basis. Dive deeper into these issues with your peers and generate actionable solutions you can take back to the office and directly apply to your organization to achieve a more sound approach to data governance.

• Focus Area #1 Federal Compliance Legislation And Governance
• Focus Area #2 Building A Business Case For Your Customer Data Initiative
• Focus Area #3 Identifying The Drivers For Data Governance
• Focus Area #4 Customer Information Security And Privacy Practices