Mobile Channel Conference Day

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

8:35 Chairperson’s Welcome Remarks Ned Elton, Managing Partner, Financial Services, Rosetta 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. Ned Elton Managing Partner, Financial Services, Rosetta Ned leads the Financial Services vertical for Rosetta. He joined Rosetta in 2001 and has been a key figure in building the Agency’s personalized marketing capabilities. His deep content expertise comes from over twenty years running businesses and managing marketing in consumer package goods and financial services. Ned spent 7 years at Procter & Gamble in various marketing capaciti [read more]

8:30 Keynote Presentation: Customer Dynamics: Improving Customer Service By Linking Customer's Behaviors With Their Attitudes Gary Class, SVP, 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 SVP, 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 adoption of customer-cent [read more]

9:05 Increase Your Competitive Edge with Always-on SSL Security Best Practices Quentin Liu, Senior Director of Engineering , Symantec SSL Authentication and encryption are arguably baseline implementations in the financial sector. However, recent trends and attempts in the security threat landscape reinforce the need to truly secure the end-to-end online consumer’s experience. A security breach will cause serious repercussions for any financial enterprise.This presentation will discuss the following: Understand the business and security benefits of Always-on SSL Discover why and how companies like Paypal, Facebook, and Twitter implement AOSSL Consider areas of improvement on Always-on SSL implementations that will result in greater consumer experience and trust. Quentin Liu Senior Director of Engineering , Symantec Quentin Liu is a Senior Director of Engineering at Symantec, where he heads up the product development organization for the SSL business. He has over 12 years of experience in the security industry focused on PKI, as well as experience with large scale infrastructures capable of handling multi-billions of transactions per day. He holds a BS in Electrical Engineering and Computer Science from UC Be [read more]

09:40 Search Engines In 2012 & Beyond: SEO Vs. SEM, + Vs. Like, & Why They Will Impact Your Marketing Plans Moving Forward Louis Cohen, SVP of Search & Affiliate Marketing, 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 SVP of Search & Affiliate Marketing, 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]

10:15 Morning Coffee & Refreshments Morning Coffee & Refreshments

10:55 Industry Case Study, Acxiom Acxiom Executive With Industry ClientAcxiom 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.

11.20 Integrating Your Digital Marketing: Is A 360 Degree View Really Achievable? Kevin Jackson, Director of Interactive Marketing, 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 Director of Interactive Marketing, 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 customer’s online expe [read more]

11:55 Bank 2.0: Upgrade your online and mobile channel to compete in the era of Engagement Banking Jouk Pleiter, CEO & Co-Founder , Backbase We live in a Web 2.0 world. Customers today want the same kind of superior online experience that Google, Facebook and Apple can provide everywhere - especially from their bank. In this presentation Jouk Pleiter will show you the key trends driving what we call the era of engagement banking. Using real-world examples, we will show you Bank 2.0 best practices for both online and mobile banking.Key topics covered in this presentation: Discover the key changes in customer behavior The impact of mobile on banking and your operation Successful managing your multi channel strategies Creating a seamless customer journey, the best practices  Jouk Pleiter CEO & Co-Founder , Backbase Jouk Pleiter is CEO and co-founder of Backbase, a software company that delivers Bank 2.0 portal solutions to financial services institutions around the globe. Backbase has offices in New York City and Amsterdam and its software is used by leading institutions such as: ABN AMRO, AIG, Barclays, Bank of America, Deutsche Bank, ING and UBS. Before Backbase, Mr. Pleiter was president and co-founder of [read more]

12:25 Panel: Finding Your Edge In An Increasingly Competitive Market By Offering Your Customers PFM Billy Robbins, PFM, Product Management Manager, Wells Fargo Dan Dickinson, Online & Mobile Banking Canada, BMO Mark Schwanhausser, Senior Analyst, 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 PFM, Product Management Manager, Wells Fargo Dan Dickinson Online & Mobile Banking Canada, BMO 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]

1:05 Lunch & Networking Lunch & Networking

1:05 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 2:10 Tuning Up A Sluggish Social Media Campaign Social Media For Financial Institutions Benjamin Bettenbender, Social Media Content and Marketing Specialist/ Community Manager, Prudential Financial, Inc. 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, Inc. 2:10 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 2:40 Is Email Your Security Achilles Heel: How Do You Protect What You Don't See? Social Media For Financial Institutions Sam Masiello, General Manager for Anti-Phising Services, ReturnPath Return 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. Sam Masiello General Manager for Anti-Phising Services, ReturnPath 2:40 Impacting Customer Experience Across the Web and Mobile Channels Multichannel Tools To Increase Revenue Rich Bolstridge, Chief Strategist, Akamai We have spent a decade refining our approach to the Web channel to deliver a higher performance customer experience. Our first forays into mobile banking, brokerage and insurance have focused on delivering functionality. The challenge ahead is to optimize the experience without reinventing the wheel. In this session, we’ll talk about the unique challenges of impacting mobile performance and what tools and techniques we can apply to this new channel. Learn about the relationship between performance and customer satisfaction in banking, brokerage and insurance See how you can use proxy tools to de-mystify your mobile apps and gain insight into which services are impacting performance Learn best practices for driving customers to the right experience online Rich Bolstridge Chief Strategist, Akamai Rich Bolstridge is the Chief Strategist, Financial Services at Akamai Technologies. In this role, Mr. Bolstridge is responsible for driving requirements and innovation, enabling Akamai to deliver solutions to the financial services industry. He is the primary interface with the financial services community, and evangelizes on behalf of the company with key influencers and industry analysts.Mr. Bol [read more]

Social Media For Financial InstitutionsMultichannel Tools To Increase Revenue 3:10 Panel: Tapping In To The Power Of Social Media In Financial Services Social Media For Financial Institutions Ginger Schmeltzer, SVP, Digital Channel Management, Sun Trust Marc Zeitlin, Head of eBusiness, Farmers Insurance Group Melina Young, Director Of Marketing, Verity Credit Union Eric Hansen, Global Account Manager- Financial Services, Bazaarvoice 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 SVP, Digital Channel Management, Sun Trust Marc Zeitlin Head of eBusiness, 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 American Can, insurance ex [read more] Melina Young Director Of Marketing, Verity Credit Union Melina Young is the only graduate of the University of Washington Global Honors Program to receive a degree in Business. Her research has been featured internationally and most recently at a symposium in India. She is a regular guest lecturer at the University of Washington and represents Verity Credit Union on New Day Northwest, Chat With Women and Femme Finance. Melina bats 1000 at grant writing [read more] Eric Hansen Global Account Manager- Financial Services, Bazaarvoice Eric develops Word of Mouth strategies with firms in highly regulated industries including Insurance, Healthcare, Capital Markets, and Real Estate. Prior to Bazaarvoice Eric worked for 15 years in the insurance industry including roles in underwriting, marketing, and finance. Eric was co-founder of a large auto insurance agency and ultimately managed several national chains of retail agencies. He [read more] 3:10 Panel: Opportunities And Obstacles In P2P Payment Offerings Multichannel Tools To Increase Revenue Jimmy Dinh, Senior Director, Mobile Banking Strategy & Planning eChannels, CIBC Kristi Procopio, SVP, CMO, BoFI Federal Bank 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 Senior Director, Mobile Banking Strategy & Planning eChannels, 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 business operations on all Mobile and Mob [read more] Kristi Procopio SVP, CMO, BoFI Federal Bank 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 until December 2009. [read more]

3:55 Afternoon Coffee & Refreshments Afternoon Coffee & Refreshments

Social Media For Financial InstitutionsMultichannel Tools To Increase Revenue 4:20 Six Principles for Social Success in Financial Services: Case studies, Trends and Regulatory Requirements Social Media For Financial Institutions Joanna Belbey, Social Media and Compliance Specialist, Actiance The challenges of rolling out social to a distributed team - whether that’s advisors, customer support or sales are somewhat different to those faced by using social media in a corporate marketing environment. Doing it successfully within the of financial services brings additional hurdles. We’ll review a six step approach for social success, that kicks off with the premise that research from Gartner telling us that those organizations that utilize social beyond the marketing team will be in the top 20% of their industry when it comes to revenue growth, we’ll investigate 5 other key principles and show you how case study organizations including RW Baird and Raymond James are successfully and effectively deploy social to the wider team in a compliant, governed but also effective fashion.We’ll show how regulated and distributed teams worldwide are using social media effectively to engage, reduce customer churn and drive the bottom line. Joanna Belbey Social Media and Compliance Specialist, Actiance Joanna specializes in helping regulated firms use social media effectively while complying with rules and regulations. Joanna joined Actiance after running a compliance training firm for several years. Prior to that, she led content development, marketing and delivery for as many as 350 compliance educational programs per year at FINRA (Financial Industry Regulatory Authority) for six years. Joann [read more] 4.20 Creating Compliant Yet Successful Digital Marketing Strategies for Financial Services Multichannel Tools To Increase Revenue Silu Modi, Vice President, Digital Strategy & Marketing, North America, Macquarie Banking and Financial Services The investment industry is amongst the most highly regulated in North America. How do you push your marketing and compete on a level playing field? Get some real life examples to overcoming regulatory barriers and improve reach with your audience: Compliance requirements and consideration under IIROC/FINRA rules Coordinate with legal department to meet internal and external standards Implement social media in a compliant world How to monitor and archive digital communications Silu Modi is Vice President, Digital Marketing for Macquarie North America – Banking and Financial Services Group. For more than ten years he has pioneered the digital strategy for some of Canada’s best-known financial services firms, including Invesco Trimark, where he led the eServices team to build the award-winning Trimark Advisor site. While at DundeeWealth , Silu’s leadership in eBusiness initiatives created “the best financial advisor site in North America,” according to Pyramid Research. In his current role, Silu leads Macquarie’s Canadian retail financial business units in developing their digital and social media strategy. Silu Modi Vice President, Digital Strategy & Marketing, North America, Macquarie Banking and Financial Services Silu Modi is Vice President, Digital Marketing for Macquarie North America – Banking and Financial Services Group. For more than ten years he has pioneered the digital strategy for some of Canada’s best-known financial services firms, including Invesco Trimark, where he led the eServices team to build the award-winning Trimark Advisor site. While at DundeeWealth , Silu’s leadership in eBusiness in [read more]

Social Media For Financial InstitutionsMultichannel Tools To Increase Revenue 4:50 Going Social -- Communication Shifts Businesses Need To Know Social Media For Financial Institutions Mickey Mencin, Advertising Director, 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 Advertising Director, 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 KeyBank, Mickey wa [read more] 4:50 Innvoation Spotlights Multichannel Tools To Increase Revenue To be confirmed...

Social Media For Financial InstitutionsMultichannel Tools To Increase Revenue 5.30 Maximize The Potential Of Socail Media To Build A More Engaging And Empathetic Customer Experience Social Media For Financial Institutions Hadley Stern, Vice-President, Fidelity Labs and Fidelity Center for Social Media, Fidelity Investments Using Social Media to build customer insight and engagement to drive converstion, increase loyalty and help customers connect.Fidelity retail business case studies in social media including: Customer service Product queries Acquistion Hadley Stern Vice-President, Fidelity Labs and Fidelity Center for Social Media, Fidelity Investments Hadley Stern is vice president, Fidelity Labs for Fidelity Center for Applied Technology (FCAT), a unit of Fidelity Investments, a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and other financial products and services to more than 20 million individuals, institutions and financial intermediaries. FCAT’s vision is to serve as Fi [read more] 5.30 Implement Research To Provide A Suite Of Beneficial Products To Your Customers, And Learn The Most Effective Ways To Cross-Sell Multichannel Tools To Increase Revenue Joseph DePaulo, Executive Vice President and Chief Marketing Officer, Sallie Mae No session description available. Joseph DePaulo Executive Vice President and Chief Marketing Officer, Sallie Mae Joe DePaulo is executive vice president and chief marketing officer and leads sales and marketing efforts for the company's saving-, planning-, and paying-for-college products and services. Previously, DePaulo founded Credit One Financial Services (COFS), a consumer finance company where he served as chief executive officer. Before that, he held several executive positions at MBNA, most recently, [read more]

6:00 Networking Cocktail Reception Networking Cocktail Reception