21 - 23 May, 2012
Sheraton Wildhorse Pass, Chandler, AZ

Main Conference Day Three

Main Conference Day Three, May 23, 2012

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

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

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
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

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

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

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

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
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