DAY TWO, May 1: Multi-Channel Strategy & Customer Engagement Day

7.15 Breakfast & Registration – Sponsored By comScore Breakfast & Registration – Sponsored By comScore

8.00 Chairperson’s Opening Remarks Chairperson’s Opening Remarks

8.10 Presentations & PANEL: Getting To Grips With Macro Trends Including Consumer Insights, Industry, Technology, Competition And Regulation Liza Landsman, Managing Director, Digital (Global), , BlackRock Jeff Reid, Chief Digital Officer, , TIAA-Cref Disruption and competition for revenue is accelerating the need for efficiency and agility: Agility to respond to shifts in consumer behavior and technology, increased regulation, new forms of competition – and efficiencies needed to allow for investments to capitalize on new partnerships and opportunities. The following presentations and panel debate will outline the state of the changing financial services market, highlight the emerging measures of success and give some real life examples of how to win (and learn) in the FI world. This session will cover: Discovering consumers preferences, behavior, adoption and expected trends towards smartphones, tablets & digital technologies to create a more engaging customer experience Getting to grips with the way customers will interact with FI’s in 2014 and what you can do to prepare for this moving forward Understanding the emerging trends in financial services, where disruptive innovation is taking place and who your new competitors are Investigating the latest regulatory developments and how this is impacting your digital strategy Liza Landsman Managing Director, Digital (Global), , BlackRock Liza Landsman comes to BlackRock with over 18 years of experience in internet, digital, mobile and social with large global players and start-up companies. She has led digital channels and programs that drove customer engagement and interaction and resulted in strong financial performance. At her most recent role, Liza was the Operating Partner in a boutique Private Equity firm and the Chief Marke [read more] Jeff Reid Chief Digital Officer, , TIAA-Cref Mr. Reid joined TIAA-CREF in 2011 to serve as Vice President of Digital Strategy & Channels. Jeff brings over 20 years of digital marketing experience in several diverse industries including financial and business services. Currently at TIAA-CREF, Jeff is responsible for more than just setting strategy and managing a digital channel, he is aligning TIAA-CREF’s customer facing solut [read more]

9.10 Developing A Roadmap For Delighting Customers In An Increasingly "Clicks And Bricks" World The retail banking and financial services customer has changed and changed at pace. You have to run very fast just to keep up and the complexity of what makes a great experience keeps increasing. Whether it be through mobile, social, online, on the phone or in branches, the digital game just got a whole lot more interesting. So how do you join the dots together? With a leading thought leader in this space and one of our Advisory Board members, attend this session hear: Developing a step by step guide to understand your customer journey and shift from channel obsessed to customer obsessed: bringing the customer into everything you do Discovering how to join the dots together to encourage loyalty by implementing cross channel CRM, analytics and business intelligence Getting to grips with the tools & techniques out there to get a better handle customer behavior and interactions with FI’s Implementing a marketing strategy that is fit for purpose depending on the target audience and creates a truly personalized customer experience Determining how to ensure you deliver a consistent brand message across different channels, regardless of how different they medium may be

9.40 The Next Big Thing For Online Trust Quentin Liu , Senior Director, Engineering, Symantec People need to trust that the electronic financial services they use are secure. They also want their online service experience to be fast and efficient. If they feel insecure, they won’t use a service. If they get bored waiting for a service to load, they abandon it. This year the global system for trust online will roll out new options for securing your mobile apps as well as your websites – including a new technology optimized for smartphones and tablets. Learn about this new technology and get tips on developing mobile apps optimized for both security and performance. Takeaways: Understand the business and technical benefits of new online security options, and how to improve the customer experience How to effectively use these new technologies to differentiate your service and maximize its adoption Understand recommended best practices for inspiring more customers to use both online and mobile banking options Quentin Liu Senior Director, 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]

10.15 Morning Networking Break In The Solutions Zone Morning Networking Break In The Solutions Zone

10.45 PANEL: Redesigning Corporate Structure & Infrastructure Including CRM & Legacy Systems To Be More Customer Centric & Create A More Personalized Experience Across Channels Barry Abel, Senior VP of Sales for the Americas, Message Systems Greg Cunningham, SVP, Product Head-Digital Channels, , City National Bank Multi-Channel customer engagement is being reborn. As businesses still struggle to deliver cross-channel experiences, the stream of innovation and market transformation continues to flow unchecked. In response, eBusiness & digital professionals must transform how they market, transact, serve, and organize around changing customer experiences. These changes are not an incremental evolution, they are a metamorphosis. Welcome to the era of agile commerce. eBusiness leaders will optimize their people, processes, and technology to serve today's empowered, everconnected customers across a rapidly evolving set of customer touch points. Attend this session to find out how these three leading players are adjusting their organizations to this ever evolving world. Attend this session to find out how to: Evolve systems & structure to become customer obsessed in a multi-channel world: Is mobile now big enough that it should have its own dedicated resource pool? Redesign systems and records so you don’t support 1 or 2 channels, but you support the customer from end to end Discover the technologies that need to be created so you have underlying management of customer channel to channel Get to grips with compliance and the role it plays in a multichannel environment Solve multi-channel to become more engaged with customers to provide a lot smarter experience that fulfills this cross-sell Barry Abel Senior VP of Sales for the Americas, Message Systems Barry brings 20 years of enterprise software sales, product management and marketing experience to Message Systems. As the leader of our sales teams, Barry has worked with some of the largest senders and receivers of email on the planet. He has been directly responsible for the adoption of Message Systems technology that enables billions of messages to be successfully delivered every day. Barry en [read more] Greg Cunningham SVP, Product Head-Digital Channels, , City National Bank Gregory L. Cunningham is the senior vice president and product head for City National Bank. As product head, he creates and manages the strategic vision for the online and mobile platforms that maps to the overall digital strategy for the bank. He manages day to day operations of the online servicing platform (e.g. online banking, bill payment, and transfers) mobile servicing platform and online s [read more]

11.30 How To Identify Digital Marketing Optimization Opportunities By Aligning End-to-End Measurement Dave Wright , VP Digital Analytics , SunTrust Chris Young, Director, Industry Strategy, Financial Services , Adobe While the potential digital metrics and analysis available to marketers today is nearly endless, a simplified measurement plan that focuses on optimization opportunities is critical. In this session, we will look at multi-channel campaigns and breakdown the end-to-end sales funnel with specific measurement examples.Key Takeaways:• Identify levers to optimize campaign performance• Align learning objectives to test plans and measurement• Validate contributions of paid digital marketing using end-to-end measurement Dave Wright VP Digital Analytics , SunTrust Chris Young Director, Industry Strategy, Financial Services , Adobe

12.05 Responsive Design: Delivering A Template That Creates A Seamless Experience Across All Digital Channels, Without Having To Reinvent The Wheel Every Time A New Device Emerges Jamie Armistead, Head of Multi-Channel Banking, Bank of The West You can’t swing a dead cat without hitting someone talking about responsive design. Easy to say, hard to do. This session is about breaking down responsive design and getting on a deliberate multidevice experience roadmap. Financial services is not media and we need to approach the multi-device world differently than publishing companies. Necessity of designing for the multi-device world Defining a multi-device experience roadmap Debunking responsive and putting responsive into practice Investigating pros and cons of responsive including cross-bowser and device compatibilities, loading times, development time and resources, accessibility and compliance Jamie Armistead Head of Multi-Channel Banking, Bank of The West Jamie Armistead is the head of multichannel banking at Bank of the West. Prior to joining Bank of the West in July 2012, Jamie was director of User Experience at Bank of America, where he was responsible for customer-facing experiences across web, mobile and ATM platforms. During Jamie’s 11-year tenure at Bank of America, he also managed the online aspects of the company’s Global Wealth and Invest [read more]

12.35 Innovative Micro Sessions John Dietz, VP of Products, Adometry Josh Manion, Founder & CEO, Ensighten Jelmer de Jong, Global Head of Marketing, Backbase 3x Rapid-Fire Presentations Of Cutting-Edge Solutions Session #1:Online Financial Products And Services- Josh Manion, Founder & CEO, Ensighten Session #2: Bank 2.0: Get Ready For The Era Of Engagement Banking- Jelmer de Jong, Global Head of Marketing, Backbase Session #3:Debunking the Myth: Great Email Marketing Doesn't Require Putting Customer Data at Risk- Dave Cormier, VP Product Marketing, StrongMail  Session #4: Adometry Case Study- John Dietz, VP of Products, Adometry John Dietz VP of Products, Adometry John co-founded Adometry in 2008 with 20 years of technology and leadership experience. Prior to Adometry, John was an executive for the Walt Disney Internet Group, and where he was responsible for technical direction and implementation of Disney advertising technologies. Before joining Disney, John was the VP of Engineering for educational software startup Stone Tablet Education, responsible for [read more] Josh Manion Founder & CEO, Ensighten Prior to the founding of Ensighten, Mr. Manion, 33, served for 7 years as the CEO of Stratigent, LLC a consultancy specialized in web analytics and marketing optimization.　 At Stratigent, Mr. Manion oversees strategic direction for the organization and works with strategic clients such as Motorola, Blue Cross Blue Shield, Mattel, and General Mills. Additionally, Mr. Manion leads the partnership de [read more] Jelmer de Jong Global Head of Marketing, Backbase

1.10 Lunch Lunch

1.10 Concurrent Invitation Only Workshop Lunches Invitation Only Workshop & Private Luncheon – Hosted By Symantec Invitation Only Workshop & Private Luncheon – Hosted By Leadfusion

TRACK A: Big Data & Analytics - Utilizing ...TRACK B: Customer Acquisition & Engagement Stra... 2.10 Chairperson’s Opening Remarks TRACK A: Big Data & Analytics - Utilizing Your Data To Create A New Level Of Understanding Of Your Customer And Create More Compelling Products & Messaging Mark Ryan, Chief Analytics Officer, EXTRACTABLE Chairperson’s Opening Remarks Mark Ryan Chief Analytics Officer, EXTRACTABLE As a founder of data-driven digital design agency EXTRACTABLE, Mark has more than 14 years experience transforming data into insights to solve clients' business problems and connect users to the relevant experiences they seek. Mark manages strategic measurement and analytical optimization techniques for client partners, developing ROI goals, data strategies, digital channel reporting, and establis [read more] 2.10 Chairperson’s Opening Remarks TRACK B: Customer Acquisition & Engagement Strategies - Discovering How To Use Digital Channels To Capture Customer’s Attention, Create A More Unique Experience And Enhance Acquisition & Retention Chairperson’s Opening Remarks

TRACK A: Big Data & Analytics - Utilizing ...TRACK B: Customer Acquisition & Engagement Stra... 2.15 Big Data: Understanding What This Really Means & How To Find The Needle In The Haystack When Measuring, Leveraging & Integrating Mobile, Web, Social, Email, Marketing Campaign & Transaction Data TRACK A: Big Data & Analytics - Utilizing Your Data To Create A New Level Of Understanding Of Your Customer And Create More Compelling Products & Messaging Richard Char, Managing Director and Global Head of Information Services at Citi Enterprise Payments, , Citigroup Financial organizations are increasingly becoming reliant on multiple sources of business intelligence in order to better understand their customers, develop new products and services, and take them to the market. Improvements in big data analysis technologies have made disparate data that was once inaccessible now readily available. Learn how to take full advantage of social media and other big data sources by collecting and analyzing data across channels, and converting it into valuable consumer insights. The kind of insights that can positively impact the business and improve the effectiveness of the sales and marketing function—a key growth engine for many financial services organizations. Gathering social, local, payments and mobile data to create a 360 view of the customer to be able to create a more personalized and targeted shopping experience: How do you acquire this data in the first place? What information is relevant and what is not? Once the data has been captured, how to distribute it to the right people and ensure that it turns into valuable insight How do you sort the needle from the haystack with such a plethora of information? Evaluating the benefits consumers get from allowing corporations access to this information: Will consumers be concerned about privacy? How can we get them to opt in? Richard Char Managing Director and Global Head of Information Services at Citi Enterprise Payments, , Citigroup Richard is Managing Director and Global Head of Digital Networks and Retail Services with Citi’s Global Enterprise Payments. Responsible for overall business development for the Money2 digital wallet; primarily with leading mobile network operators, leading retailers, and large digital payments OEMs. Also responsible for GEP’s merchant funded offers programs using our proprietary predictive analyt [read more] 2.15 CASE STUDY: Utilizing Digital To Establish Acquisition Campaigns That Are Forging Interactivity With Customers & Creating New Revenue Generating Opportunities TRACK B: Customer Acquisition & Engagement Strategies - Discovering How To Use Digital Channels To Capture Customer’s Attention, Create A More Unique Experience And Enhance Acquisition & Retention Juan Silvera, SVP eMarketing, , Union Bank As more and more consumers and businesses move their interactions with financial institutions to online and mobile, it is critical to provide user experiences and products to meet their expectations. However, just having a presence in these emerging channels is no longer enough. Financial Institutions need to redefine and rethink their offerings so that they are truly optimize for digital channels. Please join Juan Silvera, head of eMarketing at Union Bank, for a discussion and a case study on how they are innovating in the area of consumer product development that is customer and digital centric. What are the inherent challenges faced by Financial Institutions with a tradition of brick and mortar acquisition when it comes to digital centric offerings? What are the digital and social media considerations that must be taking into account when launching new online products What disciplines are needed within and outside the enterprise to ensure success in digital channel customer acquisition and retention? Juan Silvera SVP eMarketing, , Union Bank Juan Silvera is SVP of eMarketing at Union Bank, where he leads the bank's digital marketing team supporting the retail, corporate, wealth and investments lines of business. His team is responsible for the .com, email, search, online advertisement, mobile and social media marketing channels. Prior to joining Union Bank, Juan was SVP eMerchandising Executive at Bank of America where he managed a te [read more]

TRACK A: Big Data & Analytics - Utilizin...TRACK B: Customer Acquisition & Engagement Str... 2.45 INDUSTRY CASE STUDY: IntelliResponse TRACK A: Big Data & Analytics - Utilizing Your Data To Create A New Level Of Understanding Of Your Customer And Create More Compelling Products & Messaging David Lloyd, CEO, IntelliResponse IntelliResponse Executive With Industry Client David Lloyd CEO, IntelliResponse As CEO of IntelliResponse, David is responsible for setting the company’s strategic direction, overseeing operations and driving new growth. Before assuming this role, David was CTO & VP Client Services for IntelliResponse where he led the expansion of the product into analytics, social and mobile markets as well as the transformation of their analytics towards customer intelligenc [read more] 2.45 The Localization Of National Marketing – Local Digital Marketing To Drive In-Store Visits And Customer Experience TRACK B: Customer Acquisition & Engagement Strategies - Discovering How To Use Digital Channels To Capture Customer’s Attention, Create A More Unique Experience And Enhance Acquisition & Retention Wendi Sturgis, EVP Sales and Services, Yext Local search is the last digital stop before calling or visiting in-store. As an often overlooked acquisition channel, much of the local data is stale or incorrect. Adding rich content like product lists, photos, and videos drives customer visits by differentiating your business listings in search results. Controlling local flavor is the next frontier for national brands. Learn how to utilize innovative technologies to engage your local communities. Wendi Sturgis EVP Sales and Services, Yext Wendi serves as Yext's EVP of Sales & Services. Prior to Yext she was VP of Account Management at Yahoo!, responsible for their 600-person North American region team. Wendi joined Yahoo! as a member of the Right Media Leadership team. Wendi has also held executive leadership roles at Gartner, Scient and Price Waterhouse's Media and Entertainment practice. She has a B.S. in Industri [read more]

TRACK A: Big Data & Analytics - Utilizin...TRACK B: Customer Acquisition & Engagement Str... 3.15 Attribution & ROI: Investigating First v Last Click & Other Financial Models To More Effectively Allocate Marketing Spend And Create A More Definitive ROI TRACK A: Big Data & Analytics - Utilizing Your Data To Create A New Level Of Understanding Of Your Customer And Create More Compelling Products & Messaging Attribution models are always a hot topic of debate amongst marketers. How effective are complex models v simple models? How can measure the impact digital has on offline? How do you know when a customer gets into a branch? How reliable are attribution models in determining the ROI of a channel and where I should be allocating spend. This session will discuss: Understanding activities are driving that are driving the most revenue in relation to your marketing channels Implementing a rigorous attribution model from beginning to end How can you allocate based on clicks? Should you weigh more recent clicks more? Is there a methodology in terms of recency? Ensuring you are attributing revenue to early stage activities such as social Avoiding subsidizing higher funnel activities with lower level activities Planning the budget throughout the funnel effectively, including post-sale lead management Investigating the attribution tools exist that truly connect the first customer touch point with the last o Are you using a customizable solution for attribution? How can you determine if you are getting the necessary data to accurately track your programs? 3.15 PocketBook Power: Women Investors Are Online TRACK B: Customer Acquisition & Engagement Strategies - Discovering How To Use Digital Channels To Capture Customer’s Attention, Create A More Unique Experience And Enhance Acquisition & Retention Jennifer Openshaw, WSJ Columnist & Founder, Women's Financial Network • Why women investors are online more• What they want• How to reach them Jennifer Openshaw WSJ Columnist & Founder, Women's Financial Network Jennifer Openshaw is a nationally recognized consumer financial technologist and columnist for the Wall Street Journal and President of Finect, the online network for the investment industry. She has been at the forefront of technology and financial empowerment, first as founder & CEO of Women’s Financial Network (sold to Wall Street legend Muriel Siebert). She has held top marketi [read more]

3.45 Afternoon Networking Break In The Solutions Zone Afternoon Networking Break In The Solutions Zone

4.15 Panel: Pulling It All Together: Translating Data To Achieve The 360 Degree Customer View & Create A More Rich And Personalized Customer Experience Kevin Jackson, Director- Interactive Marketing, , Discover Financial Services Bradley Leimer, VP Mobile/ Internet, , Mechanics Bank Edward Chang, CEO, Strands Finance Most customers have a preferred channel of choice when interacting with their financial institution, but rarely do they (or can they) stay in that channel of choice for the complete end-to-end transaction. That may be by design. It may be by mistake as the digital channel may be lacking. Or it may be by customer choice. Regardless of the reason, it’s critical to deliver truly connected customer experiences for the most important interactions your customers have. To be a connected customer experience, the interaction must flow seamlessly across channel, each channel must be aware of what’s going on, and CSRs must be knowledgeable of what may seem like independent interactions. Attend this session to find out: Where to start and whether to build or buy Identify the key interactions – the real moments of truth, break down organizational barriers, view the CSR, IVR, mail, digital as complementary, develop new business processes and capabilities How we can create a more rich experience and custom experience with an individual customer without crossing the privacy line Before, during and after- determine what data you should be using to understand your customer and how you should bring it together to make their experience even greater How you can evaluate and benchmark performance across multiple touch-points with consistent, insightful and actionable metrics that encompass the customers’ perspective Kevin Jackson Director- Interactive Marketing, , Discover Financial Services Bradley Leimer VP Mobile/ Internet, , Mechanics Bank Bradley Leimer leads online and mobile strategy for Northern California based Mechanics Bank, focused on developing and integrating technology applications and partnerships geared toward improving the client experience and profitability of digital channels. He brings additional perspective from leading marketing and technology efforts in the bank and credit union industry and from nearly a decade [read more] Edward Chang CEO, Strands Finance

4.55 Creating A Cross-Channel Campaign Architecture Which Utilizes Intelligent Profiles & Customer Data To Enhance Centricity & Open Up New Selling Opportunities Christopher Cox, EVP Digital Channels, Regions Bank Given the complex product nature of financial services , in general consumers are using online as a way to research and want to convert offline because they aren’t wiling to pull the trigger without human interaction. Therefore financial services want to make sure that that happens seamlessly, integrated and online traffic can boost branch traffic. Don’t miss this session, you will hear: Ensuring you are tracking and measuring the right data, amidst all of the noise coming through Using data to determine how customers are interacting across mobile, table, social, display, email and the web to drive incremental sales Customers want to interact with their FI wherever and whenever they want Feeding this knowledge back into systems, processes, programs, policies, initiatives and procedures to have one end in mind: to strengthen your focus on the customer experience Christopher Cox EVP Digital Channels, Regions Bank

5.20 Financial Institution Only Roundtable Workshops Bradley Leimer, VP Mobile/ Internet, , Mechanics Bank Ken Murray, VP eBusiness, , 21st Century Insurance Aaron Oplinger, Director of eServices & Channel Integration, AZFCU Randall Pearson, Chairman- Board of Directors, , Pyramid Federal Credit Union Melina Young, Director of Marketing, , Verity Credit Union These roundtable workshops are limited to financial institutions only and are not open to consultants or solutions providers. They will be lead a moderator and will be highly interactive and engaging. TABLE 1: What Do You Need In Your Toolkit & How Can Community Institutions Leverage Technology To Compete With Larger Financial Institutions? TABLE 2: How To Convert More Loans By Streamlining Online Processes & Implementing Cross-Selling Opportunities TABLE 3: Using Digital To Engage The Younger Generation & Lower Average Age Of Membership And/ Or Customers TABLE 4: Determining The Total Cost Of Ownership Of Tablet Deployment Across Sales Staff By Investigating Training, Maintenance, Security & Other Hidden Costs: How Much Will It Really Cost You? TABLE 5: Delivering A Greater Cross-Channel Customer Experience For Insurance Companies TABLE 6:Channel Integration: Evaluating The 3 Delivery Channels And Being Able To Identify Efficiencies In Each One How Do You Reconfigure A Staffing Model To Be More Efficient And Have More Of A Technology Focus? How Would Apple Design A Branch Of The Future? Bradley Leimer VP Mobile/ Internet, , Mechanics Bank Bradley Leimer leads online and mobile strategy for Northern California based Mechanics Bank, focused on developing and integrating technology applications and partnerships geared toward improving the client experience and profitability of digital channels. He brings additional perspective from leading marketing and technology efforts in the bank and credit union industry and from nearly a decade [read more] Ken Murray VP eBusiness, , 21st Century Insurance Aaron Oplinger Director of eServices & Channel Integration, AZFCU Aaron has more than 10 years of experience in the credit union and banking industry, including roles in branch operations, call center and online/mobile banking. Recent experience includes implementing mobile banking and mobile remote deposit solutions, redesigned user experiences, integrating functional aspects between the three member delivery channels including the redesign of traditional branc [read more] Randall Pearson Chairman- Board of Directors, , Pyramid Federal Credit Union Randall Pearson serves as chairman of Pyramid Federal Credit Union, which through mergers, organic growth, and other management actions during his tenure transformed from 75.5 million in assets, 7,650 members and -1.80 ROA to 116 million in assets, 14,122 members and 0.48 ROA (NCUA data from May 2010 to Sep 2012). In January 2013, Pyramid FCU welcomes members of Tucson Healthcare Affiliates FCU ma [read more] Melina Young Director of Marketing, , Verity Credit Union

5.50 Cocktail Reception In The Solutions Zone Cocktail Reception In The Solutions Zone

6.50 Close Of Multi-Channel Strategy & Customer Engagement Day Close Of Multi-Channel Strategy & Customer Engagement Day