Mobile Channel Conference Day

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

8:35 Chairperson’s Welcome Remarks Rosetta is the largest independent interactive agency in the US and is ranked by AdAge among the top ten overall. Engineered for the connected world, Rosetta was founded in 1998 to pilot brands through an ever-changing marketing landscape and drive measurable business impact. Rosetta enables brands to transform their marketing through the discovery of unique insights about their best consumers’ wants and needs and then translating those insights into more personally relevant experiences enabled by technology across all touch points and over time. Rosetta recently acquired LEVEL Studios, a leader in combining content, platforms and devices to create engaging total user experiences. The combination of a patented approach to market segmentation; technological depth across platforms and devices; world class creative, design and user experience capability; scale and integrated structure; and deep vertical industry expertise have attracted many of the nation’s leading brands to Rosetta. The agency’s clients include Allergan, Blue Cross Blue Shield, Bristol Myers Squibb, Johnson & Johnson and Novartis in Healthcare; Coach, Express, Jos. A. Bank, OfficeMax and Valvoline in the Retail sector; Citizens, M&T andNationwide in Financial Services; Marriott in Travel and Leisure; Microsoft, Rogers Communications and T-Mobile in Communications, Media and Technology; and MSC Direct, Wirtz Beverage Group and Lincoln Electric in B2B.

8:50 Keynote Presentation: Customer Dynamics: Improving Customer Service By Linking Customer's Behaviors With Their Attitudes Gary Class, Wells Fargo Bank Wells Fargo Internet Services Group is committed to a high level of customer service and developing a constant learning model of “customer insight”, a multi-faceted, multi-media view of customers’ service interactions. Linking customer’s attitudes, as measured by surveys, with a detailed profile of the customer’s contact history enables a deep understanding of customers’ service issues and opportunities to resolve them.Learn how Wells Fargo: Builds a multi-dimensional view of the customers’ relationship. Understands customer service requests and interactions in the branch, phone, email & online channels. Pursues “the who, the what and the how “of customer service excellence. In his work with the wellsfargo.com management team, Mr. Class is responsible for strategic business analysis around the online base of financial service customers. He analyzes customer preferences and behaviors to help Wells Fargo respond to customers’ banking needs and develop new financial services that can be accessed anytime, anywhere. Key successes include bank-wide adoption of customer-centric cross-sell potential and probability of attrition risk models.Prior to joining wellsfargo.com, Mr. Class was responsible for Branch & ATM location planning & analysis throughout the Wells Fargo franchise. Mr. Class played a lead role in the development of Wells Fargo’s innovative branch delivery strategy, including the supermarket banking program and specialized branch formats. In addition, Mr. Class was responsible for development of branch staffing & scheduling applications as well as branch-based database marketing and lead delivery tools. Gary Class , Wells Fargo Bank In his work with the wellsfargo.com management team, Mr. Class is responsible for strategic business analysis around the online base of financial service customers. He analyzes customer preferences and behaviors to help Wells Fargo respond to customers’ banking needs and develop new financial services that can be accessed anytime, anywhere. Key successes include bank-wide adopt [read more]

9:25 Industry Case Study, Symantec Symantec Executive With Industry ClientSymantec is a global leader in providing security, storage, and systems management solutions to help consumers and organizations secure and manage their information and identities. Symantec software and services protect against more risks at more points, more completely and efficiently, enabling confidence wherever information is used or stored.Symantec provides organizations with security and management through its endpoint security, messaging security, application security and security management solutions. In addition, Symantec's encryption products, now including PGP, enable organizations to deliver comprehensive data protection with proven standards-based technology. With its recent acquisition of VeriSign's identity and authentication technology, Symantec provides capabilities for protecting information and identities online so that customers can be assured that websites are authentic and secure. Symantec Hosted Services uses the power of cloud computing to provide essential protection while virtually eliminating the need to manage hardware and software on site. More information is available at www.symantec.com.

10:00 Search Engines In 2012 & Beyond: SEO Vs. SEM, + Vs. Like, & Why They Will Impact Your Marketing Plans Moving Forward Louis Cohen, Citi At the foundation of any Digital Marketing plan you’ll find companies like Google, Yahoo, Bing, and occasionally Ask; all part of the Search Engine Marketing landscape. Thus far, you could utilize paid Search ads & Optimization tactics to ensure your pages displayed on the results pages, but the rules are rapidly changing. Now, you must take account for your Social Media presence, how many Likes or +’s you have, the quality of your page content, and so much more to truly maximize your capabilities to optimize. This session will outline the latest Marketing opportunities in search, how customers are using search today, & then how to update your SEM & SEO strategies considering the impact of emerging trends and technologies. Louis Cohen , Citi Louis Cohen brings over a decade of Internet Advertising experience as the SVP of Search & Affiliate Marketing for Citibank where he leads the Digital Marketing efforts of the Citibank, CitiMortgage, & Citicards brands. Via Search Engine Marketing (SEM), Optimization (SEO), & Affiliate Marketing channels, Louis & his team drive acquis [read more]

10:35 Morning Coffee & Refreshments Morning Coffee & Refreshments

10:55 Industry Case Study, Acxiom Acxiom Executive With Industry Client Acxiom is a recognized leader in marketing services and technology that enable marketers to successfully manage audiences, personalize consumer experiences and create profitable customer relationships. Our superior industry-focused, consultative approach combines consumer data and analytics, databases, data integration and consulting solutions for personalized multichannel marketing strategies. Acxiom leverages over 40 years of experience in data management to deliver high performance, highly secure, reliable information management services. Founded in 1969, Acxiom is headquartered in Little Rock, Arkansas, USA, and serves clients around the world from locations in the United States, Europe, Asia-Pacific, and South America. For more information about Acxiom, visit www.acxiom.com.

11.30 Integrating Your Digital Marketing: Is A 360 Degree View Really Achievable? Kevin Jackson, Discover Financial Services Everywhere you turn vendors are claiming their solution is a DMP – digital marketing platform. The holy grail of digital marketing integration is illusive to most companies. Many ask where to start and whether to build or buy. Kevin Jackson will share what Discover Financial Services has learned so far on their long road to building a cross-channel digital marketing platform. What is a digital marketing platform? In a world of online privacy can I really integrate online media with my first party data? Where do I get the technology? Tips for the long road ahead Kevin Jackson joined Discover Financial Services in 2011 as the Director of Interactive marketing. He leads the firm’s digital marketing strategy for existing Discover Card customers. He is responsible for targeting interactive messages to card members and is transforming the digital technology Discover uses to drive profitability, influence customer behavior and improve the customer’s online experience. Kevin has over 12 years of e-commerce and online marketing experience including web site content management, email marketing, online media and search. Prior to moving to the financial services industry, Kevin lead consumer marketing at US Airways. Kevin Jackson , Discover Financial Services Kevin Jackson joined Discover Financial Services in 2011 as the Director of Interactive marketing. He leads the firm’s digital marketing strategy for existing Discover Card customers. He is responsible for targeting interactive messages to card members and is transforming the digital technology Discover uses to drive profitability, influence customer behavior and improve the cu [read more]

12:05 Panel: Finding Your Edge In An Increasingly Competitive Market By Offering Your Customers PFM Billy Robbins, Wells Fargo Dan Dickinson, BMO Mark Schwanhausser, Javelin Strategy & Research With mobile and social dominating marketing budgets, PFM still remains a nice-to-have service. Banks and credit unions that wait to implement PFM services face the risk of losing their customers to FI’s and online services currently offering PFM. This session will discuss: In this fiscal environment is PFM something banks should spend money on right now? What is PFM and what is it not? What new tools will come up? How important is 3rd-party aggregation for customers and banks? Is the next evolution of online banking really going to be centered around PFM? What is the explanation for low PFM usage rates? What are the better implementation approaches? What are the advantages and disadvantages of hosted and in-house PFM? Billy Robbins , Wells Fargo Dan Dickinson , BMO Mark Schwanhausser , 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]

12:45 Lunch & Networking Lunch & Networking

12:45 Think Tank Workshop Lunch By Invitation Only Hosted By Symantec Think Tank Workshop Lunch By Invitation Only Hosted By Symantec

Social Media For Financial InstitutionsMultichannel Tools To Increase Revenue 1:45 Chairperson’s Welcome Remarks Social Media For Financial Institutions Chairperson’s Welcome Remarks 1:45 Chairperson’s Welcome Remarks Multichannel Tools To Increase Revenue Chairperson’s Welcome Remarks

Social Media For Financial InstitutionsMultichannel Tools To Increase Revenue 1:55 Tuning Up A Sluggish Social Media Campaign Social Media For Financial Institutions Ensure that your social media campaign is tied to an overall social strategy. Understand where all the social platforms fit into that strategy. Evaluate and adjust to changes in the social landscape. Ensure that your social efforts are tied to an overall digital strategy. start with your customers and work backwards. Make sure your social goals are consistent with your customers’ behavior in the social space. Evaluate and revising your social strategy based on customer behavior? Make sure you have an appropriate internal support system for your social initiatives. Compliance. Social media committee. Content team. Monitoring. Listening. Develop internal expertise to oversee the communities you’re building. Consider using social tools internally to enhance knowledge-sharing and support external initiatives. Create the roles within your organization to support community development. Benjamin Bettenbender, Social Media Content and Marketing Specialist/ Community Manager, Prudential Financial 1:55 The ‘New Normal’ Impact On The Payments Business Multichannel Tools To Increase Revenue Vince Hruska, City National Bank We have all heard the phrase the “new normal” which broadly defines less conspicuous consumption, muted economic output and a desire for higher levels of savings. How does the “new normal” translate into the impacts on the payments business? How will consumer and business de-leveraging, the current interest rate cycle, regulatory impacts, rapid technology change, and changing bank appetites for risk and credit change the bank payments P&L? This session will discuss the consumer, bank and financial impacts the changing payments landscape will have. How will banks make money in the future? How can banks prepare for this new environment? What are the impacts for businesses engaged in payments? How do these impacts differ by client segment? Vince Hruska , City National Bank Vince Hruska is a Senior Vice President of Product Solutions and Strategies for City National Bank, where he leads the development, pricing and management of bank products and services serving individuals, private clients and businesses, including all deposit, lending, card, payments, international and other core banking services. Prior to his current role he managed online services within the Glo [read more]

Social Media For Financial InstitutionsMultichannel Tools To Increase Revenue 2:30 Industry Case Study, Return Path Social Media For Financial Institutions Return Path Executive With Industry ClientReturn Path makes email work better by scoring and certifying email senders from around the world. We help marketers, publishers and other large-volume email senders increase their response rates by providing the world’s leading inbox deliverability solution. We help mailbox providers and email administrators at ISPs and enterprises block unwelcome and malicious email by providing near real-time IP reputation scores and other data-driven tools. Taken as a whole, these tools and services improve the consumer experience of email by protecting them from spam, phishing and other abuse. Return Path offers free access to Sender Score, the email reputation measure compiled through our cooperative data network of ISPs and other email receivers, at our reputation portal: www.senderscore.org. Information about Return Path can be found at www.returnpath.net. 2:30 Industry Case Study, Akamai Multichannel Tools To Increase Revenue Akamai Executive With Industry ClientAkamai® is the leading cloud platform helping enterprises provide secure, highperforming user experiences on any device, anywhere. At the core of the company’s solutions is the Akamai Intelligent Platform™ providing extensive reach, coupled with unmatched reliability, security, visibility, and expertise. Akamai removes the complexities of connecting the increasingly mobile world, supporting 24/7 consumer demand, and enabling enterprises to securely leverage the cloud. To learn more about how Akamai is accelerating the pace of innovation in a hyperconnected world, please visit www.akamai.com and follow @Akamai on Twitter.

3:05 Afternoon Coffee & Refreshments Afternoon Coffee & Refreshments

Social Media For Financial InstitutionsMultichannel Tools To Increase Revenue 3:25 Panel: Tapping In To The Power Of Social Media In Financial Services Social Media For Financial Institutions Ginger Schmeltzer, Sun Trust Marc Zeitlin, Farmers Insurance Group Melina Young, Verity Credit Union Many marketers are tired of hearing about the need for financial institutions to take advantage of the power of social media. And although the industry has seen some early successful social campaigns – there are still more questions than answers out there when it comes to building the business case for investing in social. This session will show cases of financial institutions that have successfully used social platforms, discuss the development of a comprehensive roadmap to create an effective social media strategy including the value proposition, goals, infrastructure requirements and much more. Ginger Schmeltzer , Sun Trust Marc Zeitlin , Farmers Insurance Group Mr. Zeitlin joined Farmers in 2009 as head of eBusiness. He is responsible for all consumer facing properties (Farmers.com and Agent Websites), Social Media, and Digital advertising. He is also responsible for Farmers Exclusive Agency Dashboard and eCRM systems.Mr. Zeitlin’s career prior to joining Farmers includes Consumer Package Goods experience with General Mills and America [read more] Melina Young , Verity Credit Union 3:25 Panel: Opportunities And Obstacles In P2P Payment Offerings Multichannel Tools To Increase Revenue Jimmy Dinh, CIBC Kristi Procopio, bank of internet Offering customers simple, convenient and secure Person-To-Person (P2P) payment options gives financial institutions the opportunity to leverage their trusted relationships and tap into the highly lucrative P2P payments space. In 2011, we saw the emergence of clearXchange to rival PayPal, the dominant player in P2P payments. This session will cover the benefits, opportunities, obstacles, investments and preliminary strategy considerations for financial institutions interested in offering P2P payments. Jimmy Dinh , CIBC Jimmy Dinh joined CIBC in 2010, and is a senior member of its eChannels Strategy & Planning team; which is responsible for leading and supporting CIBC’s channel vision, roadmap and long–term strategic priorities. In his current role, Jimmy is directly responsible for establishing strategic direction, providing leadership and guidance to the bus [read more] Kristi Procopio , bank of internet Kristi Procopio has more than 16 years of experience in the Financial Sector . She leads the company’s organic growth and financial innovation initiatives, and the sales, communications, investor relations and marketing functions. Before joining BofI Federal Bank, Ms. Procopio served as the First Vice President, Director of Marketing for Imperial Capital Bank from August 1999 un [read more]

4:00 Going Social -- Communication Shifts Businesses Need To Know Mickey Mencin, Key Bank The communication revolution is changing everything. Get up to speed on the new tools, new approaches that you need to capture the attention of your clients and prospects. Learn why you don’t want to risk ignoring major communications shifts & miss out on social media opportunities for your company. Understand how to leverage social media channels like Facebook and Twitter for service, branding and outreach See ways to overhaul traditional client communications so that you can break through the noise to get results. Find out how access to your organization’s digital footprint Mickey Mencin , Key Bank Mickey Mencin has 20 years experience in marketing and advertising with an emphasis in branding, online marketing, electronic commerce, merchandising and emerging media strategies. At KeyBank, she manages a team of brand, creative, media and production professionals who are responsible for bringing Key’s brand to life via integrated marketing strategies and touchpoints. Prior to [read more]

4:35 Get Things Done The Win-Win Way -- Learn Practical And Interpersonal Skills To Gain Support From Your Peers And Executive Management 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.

5:10 Networking Cocktail Reception Networking Cocktail Reception