Main Conference Day Three

7:35 Networking Breakfast & Conference Registration Networking Breakfast & Conference Registration

8:35 Chairperson’s Welcome Remarks Chairperson’s Welcome Remarks

8:50 Opening Keynote: The Bridge Factor – Seize the Moment and Create A Compelling “Wow” Multi-Channel Customer Experience Pedram Afshar, Vice President of Client Experience and Digital Engagement , American Century Investments Customer Experience is about connecting and creating a consistent brand and touch point experience for you and your customers. In today's multi-channel world, it's becoming more common and expected to bridge your interaction channels so that you can create a continuous and compelling "wow" experience. In this session, Mr. Afshar will share with you five different approaches that could help you achieve even more value from your multi-channel servicing model.Pedram Afshar is Vice President of Client Experience and Digital Engagement of American Century Investments, a premier investment management firm headquartered in Kansas City. Mr. Afshar has management responsibility for American Century Investments' digital experience and its retail call centers. Prior to joining American Century Investments, Mr. Afshar was a key executive of the Member Experience division at USAA in San Antonio. There, he held various leadership roles overseeing the acquisition, servicing, and retention of USAA's banking, lending, and property and casualty members and operations. Mr. Afshar graduated from the University of Texas at San Antonio with a bachelor's of business administration degree in information technology and where he also earned his master's degree in business administration in management of technology. Pedram Afshar Vice President of Client Experience and Digital Engagement , American Century Investments Pedram Afshar is Vice President of Client Experience and Digital Engagement of American Century Investments, a premier investment management firm headquartered in Kansas City. Mr. Afshar has management responsibility for American Century Investments' digital experience and its retail call centers. Prior to joining American Century Investments, Mr. Afshar was a key executive of the Member Experienc [read more]

9:25 Industry Case Study, Liveperson Keith Wicklow, Director of Entreprise Sales- Financial Services, Live Person Liveperson Executive With Industry ClientLivePerson creates meaningful, real time customer connections that help businesses increase conversions and improve consumer experience. Our platform enables businesses to pro-actively connect with consumers through chat, voice, and content delivery, across multiple channels and screens, wherever they can be found, including websites, social media, and mobile devices. Our intelligence is derived from a broad set of consumer and business data, including historical, behavioral, operational, and third party data. Each interaction is based on proprietary analytics and a real time understanding of customer needs and business objectives, enhancing relationships and producing truly connected customers. Keith Wicklow Director of Entreprise Sales- Financial Services, Live Person

10:00 Cross-Channell...Multi-Channel...Integrated Experience? It's All About Delivering Truly Connected Customer Experiences! Todd Purcell, The Hartford Financial Services Group, Inc. No session description available. Todd Purcell , The Hartford Financial Services Group, Inc. Todd Purcell joined The Hartford in the Fall of 2010 as Head of Digital Strategy. In this role, Todd is leading the digital strategy across all core businesses - Personal and Commercial Property and Casualty Insurance and Wealth Management - to deliver an extraordinary service, sales and loyalty customer experience. Todd, in partnership with each line of business, operations, and technology, is dr [read more]

10:35 Help Your Customers Buy – Optimizing the Online Experience to Drive Purchase Activity Kara Greenwell, Director of Marketing, Leadfusion Tony Acosta, Regional Sales Director, Leadfusion 9 out of 10 consumers begin their financial decision making online, regardless of the channel in which theychoose to convert. Today, the financial institution’s online presence is one of the most important factors in a prospect’s decision to conduct business with your brand. The questions for financial executives to consider are these: “What do consumers experience once they find us online?” and “How are we measuring the effectiveness of our online presence?”The time has come to move beyond website brochureware. Learn from Leadfusion how leading edgefinancial institutions are invigorating the online experience with self-selling solutions, that: Help prospects make sense of complex products Offer a highly personalized pre-application interaction Navigate all consumers through a best practice consultation Present a more natural conversion process, using any channel Instill consumers with a sense of ownership in their buying decision Find out how leveraging online self-selling solutions can enhance customer experience, increase conversion rates, and accelerate the financial product purchase process. Kara Greenwell Director of Marketing, Leadfusion Tony Acosta Regional Sales Director, Leadfusion

11:10 Morning Coffee & Refreshments Morning Coffee & Refreshments

Improving Business Performance Efficiency And Productivi...Digital Marketing For Insurers And Advisors 11.40 Chairperson's Welcome Remarks Improving Business Performance Efficiency And Productivity No session description available. 11.40 Chairperson's Welcome Remarks Digital Marketing For Insurers And Advisors No session description available.

Improving Business Performance Efficiency And Productivi...Digital Marketing For Insurers And Advisors 11:45 Turning Around an eBusiness Organization Through Agile Methods Improving Business Performance Efficiency And Productivity Eskander Matta, Vice President of Business Transformation and eBusiness, Blue Shield of California Agile development methodologies can be used to accelerate the pace of change in an organization, promote collaboration and better product quality, and fundamentally change the culture of the teams that adopt it. Agile can work in a broad range of contexts...even a conservative health insurance company. Find out what are the attributes of an Agile organization and one company's experience transforming its eBusiness team to achieve a quantum leap in performance through Agile methods. Eskander Matta Vice President of Business Transformation and eBusiness, Blue Shield of California Mr. Matta is currently Vice President of Business Transformation and eBusiness at Blue Shield of California. He is responsible for managing the online channel (including product management, strategy, customer experience, product development and operations) as well as various process automation efforts. Prior to Blue Shield, Mr. Matta held several Senior Vice President positions in the Internet Ser [read more] 11:45 Get Things Done The Win-Win Way- Learn Practical And Interpersonal Skills To Gain Support From Your Peers And Executive Management Digital Marketing For Insurers And Advisors Ken Murray, Vice President, e-business, 21st Century Insurance Group 21st Century has provided insurance products to consumers since 1958 – and is one of America's leading direct-to-consumer property and casualty insurance companies. They’ve brought on a new VP of e-Business, Ken Murray, to draw upon his experience in building brands, acquiring customers and leveraging efficiencies to support their growth efforts. Learn from Ken and how he has developed strategies for navigating through minefields by successfully collaborating with peers, third parties and executive management to achieve win-win results. Identify your internal customers, how they like to operate, and what's important to them Assess your current collaboration style, what works and what doesn't work Build your messaging so that it is impactful and meaningful to your constituencies (especially those holding the purse strings!) Learn how to deal with push-back and to "think on your feet" to get your concepts approved! Ken joined 21st Century at the end of 2011, and heads up the e-Business team, responsible for all e-Commerce functions including customer acquisition, customer service, user experience, analytics, website operations, project management, social media, mobile and digital strategy. Prior to joining 21st Century, Ken spent five years as the CMO of J.G. Wentworth, where he's best known as the architect of the several iconic J.G. Wentworth and 877-CASH-NOW campaigns. Ken also spent 12 years at MBNA in numerous senior marketing roles in the US and Europe. Ken Murray Vice President, e-business, 21st Century Insurance Group Ken joined 21st Century at the end of 2011, and heads up the e-Business team, responsible for all e-Commerce functions including customer acquisition, customer service, user experience, analytics, website operations, project management, social media, mobile and digital strategy.  Prior to joining 21st Century, Ken spent five years as the CMO of J.G. Wentworth, where he's best known as the architec [read more]

Improving Business Performance Efficiency And Productivi...Digital Marketing For Insurers And Advisors 12:20 Project Management In The Digital World: “If You Don’t Know Where You’re Going, You Might End Up Somewhere Else.”-Yogi Berra Improving Business Performance Efficiency And Productivity Laurie Rush, VP Marketing, MECU of Baltimore, Inc. Having a project management process is critical for any project, but it is especially important for digital and online product development. If your team doesn’t understand the importance of the defining and planning stages before moving forward, you are setting your project up for failure Understand why it is important for an organization to have a common approach and process to project management. Understand what a Project Charter and Scope of Work are and why they are so important to the success of any project. Learn the 5 most common reasons that projects fail. Learn why having a cross-functional team is important in selecting a vendor for your product. Laurie Rush, PMP is Vice President of Marketing and Development/Management for MECU of Baltimore, Inc. Laurie’s experience in financial institutions spans 25+ years with a concentration in product development, project management, marketing and advertising. She is also a Certified Project Management Professional (PMP). Laurie has served as the lead Project Manager for many complex projects that include mergers, system conversions, product development, operations and marketing related initiatives. Her career experience also includes the development and delivery of customized project management training and consulting for organizations. Laurie Rush VP Marketing, MECU of Baltimore, Inc. Laurie Rush, PMP, CCE is currently Vice President of Marketing and Product Management for MECU of Baltimore, Inc. Laurie’s responsibilities include overseeing marketing, PR, research, advertising/social media, product development and web marketing and management.Laurie’s experience in financial institutions spans 25+ years with a concentration in product development, project management, business d [read more] 12:20 Selling across 3 Screens and 3 Channels Digital Marketing For Insurers And Advisors Toby Alfred, Progressive Progressive has led the insurance industry selling on the Internet. Now that access to the Internet is so much more than a desktop, understand how Progressive thinks about meeting the needs of consumers across the different interfaces of the desktop, smartphones and tablets as well as the Internet, Phones and with their Agents. Understand the strategy of what’s occurring on three different interfaces How do you work across the different interfaces and across business channels Will you meet consumer needs in a rapidly changing and fragmented environment Toby leads Customer Acquisition for Progressive’s Personal Lines group. Having joined Progressive 15 years ago in the early days of the Internet, Toby has been involved in many of Progressive’s breakthroughs in selling and servicing on the Internet. Toby’s responsibilities include demand generation, management of Progressive's web properties, and the acquisition experience on the Internet, in the call centers and on the independent agent desktop. Toby also has responsibility for Mobile leadership across the enterprise. Prior to this role, Toby was the first Experience General Manager at Progressive improving the consumer experience across the customers journey with Progressive. Toby Alfred , Progressive Toby leads Customer Acquisition for Progressive’s Personal Lines group. Having joined Progressive 15 years ago in the early days of the Internet, Toby has been involved in many of Progressive’s breakthroughs in selling and servicing on the Internet. Toby’s responsibilities include demand generation, management of Progressive's web properties, and the acquisition experience on the Internet, in the [read more]

12:45 Lunch & Networking Lunch & Networking

1:55 Don't Sit On The Sidelines - Build Your Business Case For The Next Big Thing Ted Josephson, People's United Bank People's United Bank is now one of the top 35 FI's in the US, and has become a strong regional force in the Northeast. Key to its success has been its highly effective and competitive Direct Banking services offerings - letting it go toe-to-toe with larger national players. Learn from Ted Josephson how his team has effectively made the business cases to keep People's competitive in times of tight internal budgets and competing priorities.Key Takeaways From Ted’s session include: Know the "Gotta-haves" to include in any effective case Understand the The Unspoken Rules of How Decisions Get Made Making Stats work for you - even when your ROI is killing you... Ted has 25+ years experience in managing the strategic, business and tactical operational aspects of the Direct channels for People's United Bank - a $27 billion organization - including Online, Mobile, ATM/Debit and multi-state Contact Centers. His role requires a focus on cost-effective sales and service channel innovation, with extensive direct experience in building effective business cases for new product and channel development including Mobile Banking, Social Media; new online & bill pay platforms, web content management, ATM/Debit/EFT processing operations; and more. Ted Josephson , People's United Bank Ted has 25+ years experience in managing the strategic, business and tactical operational aspects of the Direct channels for People's United Bank - a $27 billion organization - including Online, Mobile, ATM/Debit and multi-state Contact Centers. His role requires a focus on cost-effective sales and service channel innovation, with extensive direct experience in building effective business cases fo [read more]

2:30 Maximize Your Email Programs: Use The Best Technology And Processes To Improve Your Performance And Increase Digital Marketing ROI David Tucker, VP- Digital Marketing, HSBC HSBC Card Services has one of the best cost efficiency ratios in the financial services industry today – and a part of their success has been the effective transition of customer communications from higher cost channels (phone, direct mail) to digital channels (website, email). Learn from David Tucker and how his organization utilizes email marketing best practices to maximize inbox placement, drive improvement in front end metrics (higher opens and clicks) and deliver incremental business value. The Right Way to Obtain Opt-ins List Maintenance Strategies Evaluating Creative for Potential Spam Triggers The Best Third Party Certification to Maximize Inbox Placement Easily Monitor Sender Reputation On an Ongoing Basis Measure Success David Tucker joined HSBC in 2006 and has operational responsibility for the email and cross-sell marketing activities within HSBC's Digital Messaging and Marketing Group. His team sends several hundred million emails a year and services a variety of credit card customers under house and partner brands throughout North America. Prior to his current role, he worked in originations developing holistic digital marketing strategies and delivering new credit card, insurance and banking customers to HSBC via paid search, affiliate marketing, third party e-mail and display ads. Prior to HSBC he spent seven years in a variety of marketing and business development roles at Intel Corporation including stints in co-marketing, product marketing, and as the worldwide manager for the consumer portion of Intel.com. He earned his MBA from UNC Chapel Hill and his undergraduate degrees from Miami University. David Tucker VP- Digital Marketing, HSBC David Tucker joined HSBC in 2006 and has operational responsibility for the email and cross-sell marketing activities within HSBC's Digital Messaging and Marketing Group. His team sends several hundred million emails a year and services a variety of credit card customers under house and partner brands throughout North America. Prior to his current role, he worked in originations developing holisti [read more]

3:05 Divide And Prosper: Driving Client Engagement And Profitability Through Segmentation Jane Stackpole, Head of Marketing Strategy, Silicon Valley Bank Silicon Valley Bank (SVB) is not your typical commercial bank. It serves a few key market segments, primarily technology and life sciences. SVB banks over half of the venture-backed technology startups in the U.S., as well as a significant share of larger corporates. It has also out-performed its middle-market peers on almost every dimension, and been named one of the the top 10 of the Forbes list of Best Banks in the United States, “Entrepreneur of the Year 2009” by Ernst & Young and "Banker of the Year 2008" by American Banker. Learn from Jane Stackpole about how, by making segmentation one of the top corporate priorities, SVB evolved its business model to create a disciplined organizational focus on its target markets.This session will help you: Understand the benefits of building an integrated segmentation strategy Understand the elements and phases involved in implementing a true enterprise-wide segmentation strategy Assess your current level of client focus, including: How much you truly know about your target markets? Are you taking an integrated approach to target markets across your entire organization – from marketing through IT? Does your market research program merely measure client satisfaction or provide broad, deep and actionable information that drives your strategy? Are you producing metrics that focus on the average client or help highlight dynamics of different target markets? Are your marketing and sales practices focused only on clients’ organizational needs or also speaking to the success of the individuals you sell to? Build organizational buy-in and secure ongoing funding to ensure continuing evolution of your client-focused strategy An industry veteran with over 20 years at leading financial services firms, Jane Stackpole joined Silicon Valley Bank in 2005 and heads up its Market Strategy Group. Her team is responsible for turning market insights into actions and creating client-centric go-to-market strategies. Prior to SVB, Jane held a variety of leadership positions at E*TRADE, Charles Schwab, Fidelity Investments and Mercer Management Consulting. She holds an MBA from the Tuck School at Dartmouth and a BA from Harvard University. Jane Stackpole Head of Marketing Strategy, Silicon Valley Bank An industry veteran with over 20 years at leading financial services firms, Jane Stackpole joined Silicon Valley Bank in 2005 and heads up its Market Strategy Group. Her team is responsible for turning market insights into actions and creating client-centric go-to-market strategies. Prior to SVB, Jane held a variety of leadership positions at E*TRADE, Charles Schwab, Fidelity Investments and Merce [read more]

3:40 Afternoon Coffee & Refreshments Afternoon Coffee & Refreshments

4.10 Optimzing Your Customer Renewal And Cross-Sell Strategies To Build Loyalty And Increase Revenue Susan McManus, Vice President, Brand Management- Bank, NBH, VPI, Nationwide Insurance Brand Marketing No session description available. Susan McManus Vice President, Brand Management- Bank, NBH, VPI, Nationwide Insurance Brand Marketing

4:40 The Consumers’ Dilemma In 2012: Convenience Or Fees? Mark Schwanhausser, Senior Analyst, Javelin Strategy & Research Occupy Wall Street protests, anger over banking fees, and election-year politics is keeping intense heat on FIs to fight to retain or acquire customers. Community banks and credit unions have the most to gain from unrest and anger over banking fees. Despite the publicity leading up to Bank Transfer Day, Javelin data shows smaller FIs did not capitalize as they had hoped because they typically lack the multichannel, around-the-clock convenience that consumers increasingly are demanding.Mark covers multichannel financial services, helping banks and credit unions profitably enable customers to monitor and manage their money more smartly through technology such as online banking, mobile banking, personal finance management tools, and financial alerts.Mark has laid out a roadmap for how financial institutions should roll out personal finance management tools at the heart of online banking and use PFM to turn mobile banking into the customer’s financial “remote control.” In addition, he has detailed why the industry must improve online account opening, root new customers relationships faster with smarter onboarding and switch kits, address the critical flaws of financial alerts, and why it is critical to use technology to redefine “personal” service. Mark Schwanhausser Senior Analyst, Javelin Strategy & Research Mark covers multichannel financial services, helping banks and credit unions profitably enable customers to monitor and manage their money more smartly through technology such as online banking, mobile banking, personal finance management tools, and financial alerts.Mark has laid out a roadmap for how financial institutions should roll out personal finance management tools at the heart of online b [read more]

5:10 End Of Net.Finance 2012 End Of Net.Finance 2012