DAY THREE, May 2: Bank 3.0 & The Future Of Financial Services Day

7.45 Breakfast & Registration Breakfast & Registration

08.20 Chairperson’s Opening Remarks Chairperson’s Opening Remarks

8.30 OPENING PRESENTATIONS & PANEL: What Will The Future FI Look Like: How Will Digital Impact Face To Face Interactions? What Is The Role For Physical Branches? How Will The Industry React To The Growth Of Non-Traditional Competitors? Rhonda Crawford, VP Digital Media & Innovation, USAA Patrick Reetz, Head of US Online & Mobile Banking, , BMO Harris Bank Alex Sion, President & Managing Director, Movenbank The retail banking industry is at a key turning point. The cost of managing customers through massive branch networks is outstripping many banks’ ability to generate profits. Meanwhile, a jaded consumer base increasingly interacts with their banks through virtual channels. Ultimately, these two forces will lead to new distribution models, customer experience platforms, crowd-sourced business models and other game-changing innovations that will redefine the banking industry. In this mixture of presentations and panel discussion, the participants will share their predictions for the next five years in financial services, and their recommendations for what financial institutions must do in order to stay ahead of the curve. Rhonda Crawford VP Digital Media & Innovation, USAA Patrick Reetz Head of US Online & Mobile Banking, , BMO Harris Bank Over 17 years of experience in leveraging online and mobile technologies across Sales, Marketing, Investments, Banking, Product Management, and Strategic Planning. Responsible for the digital channels at BMO Harris Bank, a major U.S. Midwest personal and commercial bank that is part of Bank of Montreal Financial Group. Prior to BMO, Pat had similar roles at M&I Bank and Merrill Lyn [read more] Alex Sion President & Managing Director, Movenbank Movenbank is not your typical bank. Movenbank is working with banking and payments partners, mobile operators, social media partners, merchants and many others to help consumers live smarter financial lives. Based in New York City, Movenbank is set to revolutionize the day-to-day banking experience with the launch of the USA’s first mobile-direct retail banking proposition. As President, Alex is r [read more]

9.30 Measure Right, Manage Forward, Make A Difference Larry Freed, President And CEO, Foresee With the evolution of the multi-channel, multi-device customer, the financial services industry is vastly different today than it was yesterday. Discover the ways that satisfaction with the online and mobile banking experiences influence retention, share of wallet, and referrals. ForeSee’s president & CEO, Larry Freed, will share with you insights and best practices on how you can improve the customer experience in your online and mobile channels. He will explain how using predictive analytics to scientifically measure customer experience allows you to measure right, manage forward, and make a difference in your business. Larry Freed President And CEO, Foresee As President and CEO of ForeSee, Larry is responsible for managing the company's strategy and significant growth, since the company's founding in 2001. Larry brings more than 20 years experience in senior management and in directing ForeSee’s e-commerce and technology initiatives. An expert on the cross-channel customer experience and author of Managing Forward: How to Move From Measuring the Past [read more]

10.05 Presentation: Re-Imagining ATMs, Branches & Offline Channels To Adjust For Today’s Constantly Evolving Digital World Larry McClanahan, Vice President - Digital Delivery, , Fifth Third Bank In the research for this event, a number of financial services companies said they have data showing less people going to branch. Given the complex nature of financial products and the fact that people like human interaction, branches are not going away anytime soon. However, the role of ATMs, Branches & Offline Channels is changing. Attend this session to hear: Understanding the future of ATM’s and how their role is changing Discovering how future branches are going to look, their size, purpose and the role of branch staff Mobile and online convergence: Where is that going? Is there a major channel that gets the majority of transactions? Realizing the relationship between online and offline marketing spend How is that going to shift? How much is going to be dedicated to online v offline? Larry McClanahan Vice President - Digital Delivery, , Fifth Third Bank

10.35 Morning Networking Break In The Solutions Zone Morning Networking Break In The Solutions Zone

11.05 The Road To Loyalty: Case Study In Customizing The Customer Journey Blake McLaurin, Sr. Program Manager- Financial Services, Live Person Each website visitor enters the customer journey with a different need. Successful financial institutions escort the visitor from lead to loyal customer, taking her down the unique path that fulfills and exceeds her needs. Join LivePerson and a leading financial institution to discuss: Engaging through chat to attain first contact resolution and CSAT scores higher than any other channel. Integrating marketing automation software into targeting and content delivery tools to create more effective calls-to-action with minimal involvement from the IT department. Using personalized engagement as a “teach-service” to educate visitors on account features and member benefits to cement customer loyalty. Passing off-site data, visitor profiles, and account information securely through LivePerson’s intelligence engine in real-time for strategic and customized engagements. Blake McLaurin Sr. Program Manager- Financial Services, Live Person Russell Blake McLaurin (Blake) is a 20+ year veteran in the financial service industry; he began his career as a Municipal Bond Broker before entering the field of electronic commerce. For the past several years, he has administered the rollout of web based financial management software applications. Blake has an extensive track record for managing teams to complete projects on time and within bud [read more]

11.40 CROSS INDUSTRY PANEL DEBATE: Deploying Social Across Your Organization By Determining Who Takes Ownership, How It Fits Into Your Organization & The Compliance Measures In Place Martha Hayward, VP Social Media, Fidelity Investments Silu Modi, VP Digital Marketing, , Macquarie Financial Services Matt Wilcox, SVP and Director, eBusiness Strategy, , Zions Bancorporation Roger Tye, Sr Director Web, Mobile, and Social, Allstate There has been a lot of debate around the effectiveness of social. Upper management has been concerned about ROI, but are traditional measures applicable to social? What should social actually be used for and what are the benefits? Then how do you deploy it across your organization. This session will discuss: Managing the fear: Opening up social as a new channel for sales reps & customer engagement, while managing compliance by using the latest development in tools & internal controls Determining how to set up a social strategy for your organization, who is in those initial meetings and what that involves Implementing a program to train your employees on how to engage in social media Conducting a cost benefit analysis to compare managing your social strategy in-house v outsourcing to an agency Discovering who is responsible for social in-house and how marketing/ customer service fits into this Discovering how to integrate social into existing channels; CRM, mobile, email Use social media data to build customer insight and predict future demand and issues Acquiring new customers and engaging current customers: What Facebook & Twitter engagement campaigns are out there that turn fans into customers Martha Hayward VP Social Media, Fidelity Investments Martha Hayward has focused on social media for over three years at Fidelity Investments. She leads a team responsible for representing Fidelity’s retail organization in social channels as well as creating new online capabilities to engage with investors socially. She joined Fidelity in 2005, working on a variety of strategy and innovation projects, and is a Registered Securities Representative and [read more] Silu Modi VP Digital Marketing, , Macquarie Financial Services Matt Wilcox SVP and Director, eBusiness Strategy, , Zions Bancorporation Matthew Wilcox is a Senior Vice President and the Director of eBusiness for Zions Bank. With a particular interest in emerging technologies and interactive marketing strategies for financial institutions, he oversees all initiatives relating to interactive and email marketing, along with online and mobile banking development and strategy. Matthew, who joined Zions Bank in 1999, has spent most of h [read more] Roger Tye Sr Director Web, Mobile, and Social, Allstate As Director of Consumer Engagement within Allstate’s marketing organization, Roger Tye is charged with leading the web engagement, social networking, mobile and online sales/service teams as they use emerging digital capabilities to strengthen relationships with customers, help Allstate agencies enhance their digital presence and connect with consumers where, when and how they choose. Before joini [read more]

12.30 Innovative Micro Sessions Session #1: How B2C Financial Institutions Can Use Social Media Analytics to Discover What Motivates the Multi-Channel Consumer Jehan Hamedi, Manager, Global Market Development, Crimson Hexagon Session #2 Amplify your Message through Distributed Marketing Technology Ryan Farris, President, EarthIntegrate

1.00 Lunch Lunch

Social MediaDigital Banking Product Innovations 2.00 Chairperson’s Remarks Social Media Chairperson’s Remarks 2.00 Chairperson’s Remarks Digital Banking Product Innovations Chairperson’s Remarks

Social MediaDigital Banking Product Innovations 2.05 Scalable Intimacy: Cultivating And Maintaining Sincerity Through The Corporate World Of Social Expectations And Demands Social Media Frank Eliason, SVP Social Media, , Citi In a time where social media has caused a shift in power from the brand to the customer; transparency, customer service and an exceptional customer service is vital if you want to win. In this presentation Frank Eliason, Citi’s social media guru will discuss the idea of scalable intimacy. The idea that means employees live the brand in a manner that builds trust with customers and creates loyalty both online and offline. The fact that companies now have the ability to know the customer in a manner they want the world to know about them. Attend to hear how to: Listen to the need of your customers and employees Create a culture of trust within the organization Define how you will use social media data, and more importantly how you will not Collect social media information in a transparent way and use it in was to create relationships not destroy them Connect it to all aspects of business, especially marketing, PR & Customer Service Frank Eliason SVP Social Media, , Citi 2.05 Money Movement Innovation: Getting To Grips With The Latest Developments In Bill Pay, Electronic Invoicing And P2P For Online & Mobile Digital Banking Product Innovations Jeff Hibbard, Head-Online & Mobile Money Movement, TD Bank This session will go in-depth into the growth TD Bank has seen from the impact P2P payments have had on customer retention, as well as the role industry needs to play going forward in educating customers, streamlining recipient's processes with real- time payments and discussing if interoperability can be achieved in P2P payments. It will also assess future innovation of bill pay and electronic invoicing. Jeff Hibbard Head-Online & Mobile Money Movement, TD Bank

Social MediaDigital Banking Product Innovations 2.35 The Rise Of The Social Customer And How Regulated Industries Can Meet The Challenge Social Media Bianca Buckridee, Social Media Operations Manager, Chase Customer service has become one of the most dynamic areas in social media. The social revolution has completely transformed a back-office function and put it square in the limelight, allowing both large and small companies to provide public, real-time help to customers across the social web. This session will give you the straight dirt on how to turn your social service theories into real customer service practice. Learn strategic and operational lessons and get real-world insight on how JP Morgan Chase is using social to help people while defining new ways to listen, engage and assist their customers. How to prepare the business case that will win over your Legal/Compliance/IT/Risk team Tips and tricks to finding your online voice for a service channel How to set up your team – what to look for when hiring and how to train Crisis Management Bianca Buckridee Social Media Operations Manager, Chase Bianca Buckridee leads Social Media Operations at JPMorgan Chase, where she is responsible for building out the bank’s social customer service channels, including @ChaseSupport. Her team is the first at Chase to cross multiple lines of business – with specialists from Consumer & Business Banking, Credit Card Services and Home Lending. Prior to joining JPMorgan Chase, Buckridee was [read more] 2.35 Leveraging The Opportunities Presented By Small And Medium-Sized Businesses In The Digital Age Digital Banking Product Innovations Kristy Brandon, VP eBanking Channel, , Comerica What defines a small business? Is it revenue? Is it number of employees? Who are SOHO small business customers and why do they matter? If you’re challenged trying to define the small business segment and how best to serve them, you’re not alone! Learn some of the challenges of serving this profitable target segment and strategies for supporting them. Learn about the latest cash flow management tools small businesses are looking for. If you support Small Business, then you can’t afford to miss the "Leveraging the Opportunities Presented by Small and Medium Sized Businesses in the Digital Age.” 4 key takeaways from this session: Understand why SOHO small business customers are such an important target market What offerings are Small Business customers looking for and how can they best be served? Cashflow management trends for small business Mobility matters Kristy Brandon VP eBanking Channel, , Comerica

Social MediaDigital Banking Product Innovations 3.05 Redefining The Metrics Of Social: Moving Away From Just Likes, Fans & Followers To Come Up With True Customer Engagement Measures From Social And Win Budget Approval From Upper Management Social Media Alexandra Tyler, VP Digital Marketing, Digital Strategy & Channels, TIAA-Cref Social media measurement needs to move beyond today’s simple quantitative metrics: likes, fans, followers, connections or subscribers. Social media is also about the qualitative aspects of driving customer engagement and creating an integrated approach that aligns offline and online channels. TIAA-CREF will explore how they collaborate across customer touch points. They will present specific case studies highlighting how social media channels are an integrated part of TIAA-CREF’s overall marketing mix and drive not only leads and awareness, but measurable impact. This session will cover: Lessons learned about advancing the mission of social intelligence and social collaboration/media within your enterprise. How to partner with key stakeholders to deliver an integrated marketing approach that drives to better customer engagement. One-way communication is a thing of the past; how to build confidence, community and engagement internally and externally is the present and future. Leverage the power of data to show how social media influences buy decisions and impacts results. Alexandra Tyler VP Digital Marketing, Digital Strategy & Channels, TIAA-Cref Ms. Tyler joined TIAA-CREF in 2012 as Vice President of Digital Marketing & Sales Development. In her role, she oversees the building, integrating and optimizing of all TIAA-CREF digital marketing channels across the prospect and customer lifecycle. She also manages the development of integrated digital campaigns focusing on increased conversion and engagement, digital content stra [read more] 3.05 Bringing Business Solutions To Digital Marketing: Implementing Social Strategies To Empower Employees, Build Awareness And Grow Your Business Digital Banking Product Innovations Natalie Taylor, VP Marketing, Wedbush Securities Wedbush Securities empowers hundreds of its financial professionals by approving firm-wide, organic use of social media for business. This unique approach among the financial industry has allowed Wedbush users to authentically join the social media conversation with the ability to share thought leadership and industry expertise that showcases individual personalities. The firm’s compliant-friendly process, helps colleagues to engage current and future clients while enhancing the corporate brand across social platforms. In this session you will learn: Importance of firm-wide social strategy – buy-in from the top down Corporate social media strategies – the foundation of it all Integration strategies for business units – no two are created equal Embracing original content – fuel growth with active participation Natalie Taylor VP Marketing, Wedbush Securities Natalie is Vice President and Head of Marketing for Wedbush Securities, one of the nation’s leading full-service investment firms. A member of the Wedbush Executive Management Committee, and Co-Chair of Wedbush’s Corporate Giving Program, she manages the dedicated marketing group and oversees the firm’s marketing, advertising, corporate communication, public relations and social media activities. [read more]

3.35 Close Of NetFinance 2013 Close Of NetFinance 2013