The Leading Invite-Only Virtual Event For Senior CX &
Digital Financial Services Executives

January 25 - 26, 2021 | Online (ET)

FDF/CXFS Connect is a virtual, invite-only event customized for senior CX and digital leaders from banks, credit cards, and credit unions. During crisis comes opportunity. The mission of FDF/CXFS Connect is to provide an interactive, high-level platform for the exchange of ideas, best practices and timely perspectives on moving beyond these turbulent times.

A Unique Experience


The FDF/CXFS Connect Virtual Event is an online forum mirroring our in-person Connect events. We’re bringing you 
exclusive knowledge from top-notch industry leaders at the touch of a button.

Here's what you get when you attend:

Pre-Scheduled 1:1 Meetings 

See someone on our attendee list you want to meet? Mutually matched and pre-scheduled 1:1 meetings with your prospects and peers make it easy to further business. No more fruitless conversation. No more tradeshows.

Executive-Level Content

We provide custom-made, high-level content that fosters a fruitful dialogue amongst participants. Engage in in-depth discussions on how senior financial service executives are leading the charge for CX, UX and the convergence of the two, to provide you with a rare chance to benchmark against the biggest brands in the country.

Exclusive Networking

Meet only the most senior-level executives in an intimate and interactive environment at our breakout rooms, 1:1 meetings, roundtables, and more.

Our Speakers. Your Visionaries.

Gaurav Bhatia

Gaurav Bhatia

CMO

PenFed Credit Union

Doug Roerden

Doug Roerden

Head of Experience Design

FM Global

Stephen Schroth

Stephen Schroth

Head of Digital Consumer Banking & Global Experience Design

KeyBank

Jesse Honigberg

Jesse Honigberg

SVP, Technology Chief Of Staff

Cross River

Mike Balsam

Mike Balsam

VP, Digital Manager, Wealth Digital and Innovation

Wells Fargo

Chuck Rohrig

Chuck Rohrig

Director, Senior Experience Owner

USAA

Future Digital Finance/CXFS Connect Agenda

Day One - January 25, 2021

    Achieving Excellence Through Digital Transformation

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    As the banking industry continues to deal with disruptions, financial institutions are looking for ways to be a competitive force in the marketplace. This requires an innovation strategy with a meaningful vision towards the future; and as consumer and employee needs continue to change, digital transformation will only be successful if your entire organization fully embraces innovation. 


    • Implementing innovation strategies that can keep pace with quickly changing consumer expectations 
    • Being positioned to launch new products and change internal processes
    • Leveraging data and advanced analytics to understand your customers more fully
    • Rethinking business models and leveraging advanced technologies
    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

  • 1:05 pm - 1:25 pm

    1:05 pm - 1:25 pm

    This year has forced financial institutions to play catch up by developing and updating digital applications, as well as adapt to increased customer expectations. Our speaker will take a close look at the ways in which open banking can generate new revenue streams while improving the customer experience.

    • Using APIs to create seamless experiences for your customers and employees 
    • Implementing an open banking strategy to thrive in a competitive landscape 
    • Levering APIs to expand offerings and create new revenue streams 
    Learn more
  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

  • 1:45 pm - 2:15 pm

    1:45 pm - 2:15 pm

    AI has become increasingly integral to the day-to-day lives of banking customers, and it’s now a must for financial institutions to deploy this technology in order to remain relevant and competitive. However, lack of a clear AI strategy, restrictive legacy technology, and fragmented data have been roadblocks. This panel of industry thought leaders will guide you through the strategies to implement and leverage AI to compete successfully.


    • Adapting to technology innovations to redefine how customers interact with you
    • Leveraging AI to improve human decision making and increase speed and accuracy
    • Offering experiences that are intelligent, personalized, and seamless 
    • Ensuring that adoption of AI technologies is a strategic imperative
    Learn more
  • 2:15 pm - 2:25 pm

    2:15 pm - 2:25 pm

  • 2:25 pm - 2:45 pm

    2:25 pm - 2:45 pm

    In order to help employees thrive in this time of change and disruption, financial institutions need effective ways to engage and train staff. In this session, our speaker will take a deep dive into the best strategies and tactics to engage your remote employees and help them deliver great customer experiences during times of upheaval and change. 


    • Helping employees adapt to digital 
    • Implementing remote training that will increase employee knowledge and confidence 
    • Gaining tactics to engage and train remote employees 
    Learn more
  • 2:45 pm - 3:05 pm

    2:45 pm - 3:05 pm

  • 3:05 pm - 3:15 pm

    3:05 pm - 3:15 pm

  • 3:15 pm - 4:00 pm

    3:15 pm - 4:00 pm

    1. Must-Have Technology Trends For Your Digital Strategy

    2. Designing Practical Digital Experiences

    3. Ensuring Consistent Experiences Across All Touchpoints

    4. Increasing Customer Engagement With Compelling Content 

    Learn more
  • 4:00 pm - 4:30 pm

    4:00 pm - 4:30 pm

Day Two - January 26, 2021

    Aligning Strategy With Customer Needs

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    The events of 2020 forced financial institutions to rethink their strategies to ensure consistent customer service and to maintain customer loyalty. Many institutions have quickly shifted to digital, but the right mix of human and technology is still critical. How can you be sure that you’re offering your customers with the experiences that they want and that will ensure their loyalty? In this session you’ll learn about:


    • Mitigating disruptions to in-person customer service that many customers expect and rely on
    • Identifying the best strategies to save time and increase efficiency for employees and customers 
    • Leveraging best practices for maintaining trusted customer relationships 
    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

  • 1:05 pm - 1:25 pm

    1:05 pm - 1:25 pm

    Predictive analytics make it possible, among other things, for organizations to communicate with existing and prospective customers in an engaging and persuasive way. Our speaker will take a deep dive into the ways data and predictive analytics can set new benchmarks for engagement.


    • Implementing intelligent segmentation to increase customer engagement
    • Leveraging insights to target the right audiences with the right marketing campaigns 
    • Using predictive analytics to understand how customers will interact with your content 
    Learn more
  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

  • 1:45 pm - 2:15 pm

    1:45 pm - 2:15 pm

    Fintechs have developed, and continue to develop, new products that can revolutionize the financial services experience, but there is a risk in partnering without first establishing a foundation that puts customers and employees at the forefront. In this session we’ll take a look at strategies that will ensure you’re parenting in order to deploy technology that customers truly want and need. 


    • Understanding the way that your customers perceive your institution 
    • Identifying technology partners that will help you best meet your customer needs 
    • Engaging with your customers to acquire feedback and make informed product development decisions 
    Learn more
  • 2:15 pm - 2:25 pm

    2:15 pm - 2:25 pm

  • 2:25 pm - 2:45 pm

    2:25 pm - 2:45 pm

    Successful customer experience design should guide the customer to exactly where they want to go while providing them with information about what is going to happen and when. How can you be sure that you’re allowing customers to achieve their goals while providing multiple paths to completion? Our speaker will talk about: 


    • Offering your customers paths to completion in a proactive way
    • Anticipating potential roadblocks or pain points for customers 
    • Communicating with customers as they reach milestones in their journey 
    • Using experience design to reduce friction in the customer journey
    Learn more
  • 2:45 pm - 3:05 pm

    2:45 pm - 3:05 pm

  • 3:05 pm - 3:35 pm

    3:05 pm - 3:35 pm

    Use this intimate setting to discuss the challenges women in finance face and celebrate your successes as a group! You’ll come away feeling inspired, supported, and ready to take on your next big idea. This session is only open to financial services executives.

    Space is limited to 15 digital banking executives. 

    Learn more
  • 3:05 pm - 3:35 pm

    3:05 pm - 3:35 pm

All Of The Major Players In One Place

What Attendees Are Saying

WORTHWHILE


“Worthwhile for anyone trying to improve and rethink how things are done through the lens of the Client.”

Cynthia Krause
 SVP, Client Experience 
KEYBANK

GREAT SPEAKERS


“Great group, great speakers, and a great set of topics. Recipe for the generation of ideas that will influence the path of retail financial services for decades to come.”

Alex Sion
 President & Managing Director MOVENBANK

ACTIONABLE INSIGHTS


“The conference is a great chance to learn and share ideas with great leaders in the digital space. The timing is perfect – I can use these insights on next year’s plan.”

Heidi Capodanno
 Director Customer Experience
Union Savings Bank

Let’s Connect & Create A Custom Experience

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Hi, I'm Charles, the Sponsorship Director for FDF CXFS Connect Virtual Event. Reach out by clicking the button below and I’ll be in touch within 24 hours. Looking forward to connecting!

Our Sponsors:

How Our Virtual Events Work

Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!

This event is exclusively for CX & digital financial services executives. Solution providers to these organizations and others will not be allowed to attend. Please register with your full company name and your corporate email address or you risk not gaining admittance. WBR reserves the right to not admit registrants based on company type.