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.

Rebecca Mann

Rebecca Mann

Global Head of Enterprise Partnerships, Commercial Development

Western Union

Doug Roerden

Doug Roerden

Head of Experience Design

FM Global

Stephen Schroth

Stephen Schroth

Head of Digital Consumer Banking & Global Experience Design


Deba Sahoo

Deba Sahoo

SVP and Head of Product for Customer Journeys

Fidelity Investments

Jesse Honigberg

Jesse Honigberg

SVP, Technology Chief Of Staff

Cross River

Phil Goldfeder

Phil Goldfeder

SVP Public Affairs

Cross River

Mike Balsam

Mike Balsam

VP, Digital Manager, Wealth Digital and Innovation

Wells Fargo

Priya Sajja

Priya Sajja

VP, Product Strategy

BNY Mellon

Chuck Rohrig

Chuck Rohrig

Director, Senior Experience Owner


David Olenchalk

David Olenchalk

Director, Platform Manager, Global Wealth Management

Bank of America Merrill Lynch

Rilla Delorier

Rilla Delorier

Independent Board Director

Coastal Community Bank

Jeffery Kendall

Jeffery Kendall



Alarice Lonergan

Alarice Lonergan

Partner, Global Business Services (GBS) Digital Strategy & iX


Patrick Kehoe

Patrick Kehoe

EVP Product Management


Janet Jaiswal

Janet Jaiswal

SVP of Marketing


Antonina Skrypnyk

Antonina Skrypnyk

Head of Financial Services Lab, Client Partner


Guru Bhat

Guru Bhat

Vice President, Omni-Channel and, Customer Success Platform


Peter Ku

Peter Ku

VP & Chief Industry Strategist – Financial Services


Hunter Young

Hunter Young


HIFI Agency

Joe Palmer

Joe Palmer


iProov, Inc.

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 - 12:35 pm

    12:05 pm - 12:35 pm

    Mike Balsam, VP, Digital Manager, Wealth Digital and Innovation, Wells Fargo
    Antonina Skrypnyk, Head of Financial Services Lab, Client Partner, Softserve

    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
  • 12:35 pm - 12:55 pm

    12:35 pm - 12:55 pm

    Patrick Kehoe, EVP Product Management, Messagepoint

  • 12:55 pm - 1:15 pm

    12:55 pm - 1:15 pm

    Jesse Honigberg, SVP, Technology Chief Of Staff, Cross River
    Phil Goldfeder, SVP Public Affairs, Cross River

    Learn more
  • 1:15 pm - 1:35 pm

    1:15 pm - 1:35 pm

    Jeffery Kendall, CEO, Nymbus
    Rilla Delorier, Independent Board Director, Coastal Community Bank
    Hunter Young, Founder/President, HIFI Agency

    How can banks and credit unions leverage new growth opportunities when digital is now the default? It begins by finding a niche to connect your organization to the communities you serve, while deploying intentional innovation to generate new revenue streams.

    Our speakers put words into action as they provide attendees with the roadmap needed for this digital journey.

    • Don’t catch up to the digital curve, get ahead of it
    • Focus on value creation by delivering meaningful products
    • Employ an accelerated approach for creating and operating a digital bank- including people, processes, and technology
    Learn more
  • 1:35 pm - 1:55 pm

    1:35 pm - 1:55 pm

    Stephen Schroth, Head of Digital Consumer Banking & Global Experience Design, KeyBank

    Human Centered Design (HCD) is an approach to problem solving that develops solutions to problems by involving the human perspective in all steps of the problem-solving process. Because design-thinking can be counter to traditional problem solving, introducing it to an organization can be both transformative and culture-changing. While some companies are investing in in-house design studios others are simply using design thinking tools and approaches, In all cases, organizations are realizing bottom line benefits including: 

    • Deeper customer loyalty, engagement and retention
    • New ways of thinking that drive business transformation and organization change
    • Improved speed to market with reduction in delivery costs
    • Creative solutions to the most challenging business problems 
    Learn more
  • 1:55 pm - 2:15 pm

    1:55 pm - 2:15 pm

    Peter Ku, VP & Chief Industry Strategist – Financial Services, Informatica

    Providing exceptional customer experience is par for the course in today’s hyper-competitive financial services industry. Despite ongoing effort to digitize customer facing systems, channels, and business processes to improve customer experience, those investments are at risk from not performing due to long standing data challenges impacting firms of all sizes. Attend this session with Peter Ku, VP & Chief Industry Strategist at Informatica to learn:

    • Top data challenges impacting Customer Experience in banking 
    • Common pitfalls to avoid and why it is important
    • Best practices and solutions to address your CX data management needs

    Learn more
  • 3:05 pm - 3:15 pm

    3:05 pm - 3:15 pm

  • 3:25 pm - 4:10 pm

    3:25 pm - 4:10 pm

    Janet Jaiswal, SVP of Marketing, ZineOne

    Banking Made Personal: The Transformative Role Of AI In An Era Of Rising Consumer Expectations, Hosted by Janet Jaiswal, SVP, Marketing, ZineOne 

    Learn more
  • 4:25 pm - 4:25 pm

    4:25 pm - 4:25 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 - 12:35 pm

    12:05 pm - 12:35 pm

    Rebecca Mann, Global Head of Enterprise Partnerships, Commercial Development, Western Union
    David Olenchalk, Director, Platform Manager, Global Wealth Management, Bank of America Merrill Lynch
    Priya Sajja, VP, Product Strategy, BNY Mellon

    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
  • 12:35 pm - 1:05 pm

    12:35 pm - 1:05 pm

    Alarice Lonergan, Partner, Global Business Services (GBS) Digital Strategy & iX, IBM iX
    Guru Bhat, Vice President, Omni-Channel and, Customer Success Platform, PayPal

    Trust is a critical component in all customer relationships. Building a relationship of trust means being everywhere for your clients, when and how they need you most. All across the industry, we are seeing digital transformation and capabilities accelerating like never before. Customer journeys are being re-designed to nurture and reinforce the trusted relationship at all times—both implicitly through data, design and experiential choices, and explicitly at key decision moments.

    Learn more
  • 1:05 pm - 1:25 pm

    1:05 pm - 1:25 pm

    Doug Roerden, Head of Experience Design, FM Global

    To truly solve problems and innovate upon opportunities, we must deeply and directly understand the what and why of people's wants and needs...beyond what they can express in words. Your customers' wants and needs are even more vital than the extremely important factors of business viability and technological feasibility. Through the combination of Servant Leadership, Design Thinking, and Human-Centered Research, learn how organizations can harness an abundant supply of qualitative and quantitative human insights to drive compelling solutions and innovations for the people who will actually employ them...or not. Key takeaways include:

    • Prioritizing customers at the top of a Servant Leadership stack
    • Applying human-centered research to spotlight and avoid typical biases
    • Employing Design Thinking to collaboratively unravel disruptive ambiguity
    Learn more
  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

    Joe Palmer, President, iProov, Inc.

    2020 saw an unprecedented shift towards digital banking. Five year roadmaps were condensed into five months, with implications for both user experience and security. With most of the world still banking remotely, the bar has risen on what an inclusive and effortless, secure and compliant banking experience looks like. In this session, iProov will present the findings from research carried out on 20 of the top US banks:

    • How are banks managing the online onboarding and authentication processes?
    • Where are customers experiencing issues in online banking?
    • How can banks balance user experience and security?
    Learn more
  • 1:45 pm - 2:15 pm

    1:45 pm - 2:15 pm

    Chuck Rohrig, Director, Senior Experience Owner, USAA

    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
  • 2:15 pm - 2:25 pm

    2:15 pm - 2:25 pm

  • 2:25 pm - 2:45 pm

    2:25 pm - 2:45 pm

    Deba Sahoo, SVP and Head of Product for Customer Journeys, Fidelity Investments

    In this presentation, Deba will talk about how organizations can be more effective in their digital transformation aspirations by focusing their initiatives on customer journeys and share some real-world & practical perspectives.

    Learn more
  • 2:45 pm - 3:45 pm

    2:45 pm - 3:45 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
  • 2:45 pm - 3:45 pm

    2:45 pm - 3:45 pm

    1. Measuring The Impact Of Digital Banking On Customer Satisfaction And Loyalty
    2. Identifying The Tools And Technologies For Your Business Transformation

    Space is limited to 15 digital banking executives. 

    Learn more
  • 3:45 pm - 3:45 pm

    3:45 pm - 3:45 pm

All Of The Major Players In One Place

What Attendees Are Saying


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

Cynthia Krause
 SVP, Client Experience 


“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


“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


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!

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.