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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.

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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.

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All Of The Major Players In One Place

Agenda

Day One - October 14, 2020 - Looking Towards The Future: Redefining Digital Transformation And Innovation

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

    Craig McLaughlin, Founder and President, Extractable

  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    Greg Smith, SVP, Digital Channels & Innovation, City National Bank
    Lauren Kessler, Digital Strategy Lead, PenFed Credit Union
    Peter Ku, VP & Chief Industry Strategist – Financial Services, Informatica

    COVID-19 shutdowns have made one thing very clear: digital transformation is a must-have for any organization that wants to meet customer needs and expectations. This also means understanding that digital transformation is not merely a set of capabilities or products, but an ongoing plan with no end date.

    • Implementing a digital strategy that is customer, not business, centric.
    • Creating compelling and sophisticated frictionless experiences
    • Identifying technology partners that will make digital optimization actionable
    Learn more

  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

    Douglas Brown, Senior Vice President and General Manager, NCR Digital Banking
    Mark Troske, SVP, Director – Digital COE, TCF Bank

    While much of the world was put on hold, institutions that continued to transform and push forward a primed for success. In this keynote, listen as NCR’s Doug Brown talks digital-first banking and how some banks were able to push forward despite less than optimal conditions.

    Learn more

  • 1:05 pm - 1:25 pm

    1:05 pm - 1:25 pm

    John Thomas, EVP, Head of Enterprise Innovation and Strategic Business Architecture, TD Bank

    We understand that financial services customers are accustomed to personalization in every area of their lives, and that personalization is very much table stakes. What is important to understand now is that this need for personalized experiences has been taken to the next level and institutions that have been laggards in personalization must move quickly to ensure that customer needs are met.

    • Leveraging customer data to deliver relevant experiences
    • Delivering effective customer communication across all channels using contextual data
    • Enabling hyper-personalization with deeper user segmentation


    Learn more

  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

    Vincent Bezemer, SVP of Strategy - Americas, Backbase

    Tech brands and digital-only banks have set customer expectations—now surpass them. To truly engage with customers and members requires agility and the ability to optimize all interactions across all channels. It requires implementing changes based on customer and member needs unhampered by legacy systems. It requires taking ownership of the customer or member journey and orchestrating the experience. That doesn’t mean you need to become a technology company. Focus on your core competency: providing a fundamental service to your communities and the economy. But it does mean that you’ll need to choose a partner that accelerates your move to engagement banking. You need both a coach and a change agent. Break-free from siloed technology architecture and embrace Engagement Management.

    Learn more

  • 1:45 pm - 2:15 pm

    1:45 pm - 2:15 pm

    Jill Castilla, President, CEO, and Vice Chairman, Citizens Bank of Edmond
    Richard Weeks, Head of Conversational Experiences, U.S. Bank
    Sasha Caskey, CTO & Co-Founder, Kasisto

    Advances in AI and the increase of mobile usage have caused FSI’s to rethink the way they communicate with their customers. However, digital communication is still a relatively new initiative and FSI’s are looking to understand how customers want to be interacted with and the most effective ways that can be accomplished. In this session you’ll learn about conversational banking and how it can improve customer experiences and increase their engagement with your brand.

    • Implementing a conversational banking platform that is easy for your customers to connect to on any device
    • Keeping your customer’s transactions secure while providing them with personalized experiences
    • Thinking about how to work with third parties to create conversational banking strategies that use natural language and are not “phrase driven”
    • Using conversational banking to help your team members better address your customers’ pain points
    • Leveraging conversational banking to better engage with your customers
    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

    Donna Embry, SVP, Global Payment Strategies, Evolve Bank & Trust

    Innovations in faster payments promise to transform commerce for businesses and consumers. Payments are the most frequent interaction between customers and FIs, and enriching this process will strengthen the FI and customer relationship. Our speaker Donna Embry is the SVP of Global Payments Strategy for Evolve Bank & Trust and has 53 plus years in the payments industry. She will take a deep dive into the future of payments and the implications of upending this system.

    • Using faster payments to provide better customer experiences and streamlined operations
    • Understanding the new opportunities, such as avoiding late fees and bills, facilitating invoice processing, and avoiding delays in financial transactions, that FIs will be able to provide customers
    • Overcoming challenges associated with making faster payments a reality
    Learn more

  • 2:45 pm - 3:05 pm

    2:45 pm - 3:05 pm


    Learn more

  • 3:05 pm - 3:15 pm

    3:05 pm - 3:15 pm


    Learn more

  • 3:15 pm - 4:00 pm

    3:15 pm - 4:00 pm

    Peter Ku, VP & Chief Industry Strategist – Financial Services, Informatica
    Ehren Maedge, VP North America, Moengage
    Ethan Clark, AVP of Strategy - North America, Backbase

    1. Getting Your Data “Fit for Use” to Improve Customer Experience and Increase Loyalty Hosted By Peter Ku, VP & Chief Industry Strategist – Financial Services, Informatica
    2. Digital Sales: Customer Acquisition and Retention Hosted by Ethan Clark - AVP of Strategy - North America, Backbase
    3. Customer Journey Orchestration to Drive Product Adoption Hosted by Ehren Maedge, VP of North America, Moengage
    Learn more

  • 4:00 pm - 4:00 pm

    4:00 pm - 4:00 pm

Day Two - October 15, 2020 - Prioritizing and Optimizing CX Strategies

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

    John Tuders, Executive Director, Growth and Innovation, Skookum

  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    Pam G. Piligian, SVP, Marketing & Communications, Navy Federal Credit Union
    Benjamin Maxim, AVP, Digital Strategy & Innovation, MSU Federal Credit Union

    When disruptive operational change is unavoidable, financial institutions must collaborate with customers to successfully adapt and implement processes and messaging that will continue to improve their quality and delivery of service. Through the combination of Servant Leadership, Design Thinking, and User Research, learn how organizations can harness the customer voice and the imperative of supporting transparency between customers and businesses, to navigate changes with customers, not around them. Key takeaways include: 

    •  Prioritizing customers at the top of a Servant Leadership stack
    • Employing Design Thinking to collaboratively unravel disruptive ambiguity
    • Using User Research to spotlight and avoid typical biases
    Learn more

  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

    Ryan Creamore, Director Customer Success for North America, Infobip

    Customer expectations are evolving – and businesses can find it difficult to keep up, especially given today’s circumstances. With Omni-Channel communications, businesses can provide faster personalized support over customers’ preferred channels.

    Learn more

  • 1:05 pm - 1:25 pm

    1:05 pm - 1:25 pm

    Kristin Greyson, AVP, Digital and Marketing Technology, U.S. Bank
    John Tuders, Executive Director, Growth and Innovation, Skookum

    When customers are doing research and looking for answers the first place they go to is online, making content more relevant than ever. Kristin Greyson, AVP, Digital and Marketing Technology at U.S. Bank, will take a deep dive into the best ways to be strategic with your content marketing while also ensuring that you’re listening to your customer and are providing them with the answers they’re looking for. Some of the topics she’ll talk about are:

    • Leveraging content to drive traffic to your website
    • Analyzing the relationship between content marketing and SEO
    • Understanding how search engine result pages can help you stand out and be competitive
    • Bringing together content marketing and artificial intelligence to deliver great experiences for your customer 
    Learn more

  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

    Christopher Horne, Head of Product Marketing & Customer Success, Avo Automation

    Join us to learn how process automation can remove the pain of manual tasks, free people to focus on the strategic parts of their job and increase customer value. Don't miss the opportunity to learn how simple and smart Avo automation is for anyone to start automating manual work in short order.  

    Learn more

  • 1:45 pm - 2:15 pm

    1:45 pm - 2:15 pm

    Maja Neable, CMO, North American Personal & Business Banking, BMO Financial Group
    Lily Li, VP, Private Bank Innovation, Citi
    Andrew Stevens, Principal, Banking and Financial Services, Quadient

    Needless to say, COVID-19 has changed banking experiences, but that does not mean that financial services organizations can’t still deliver experiences customers want. Investing time and money for new CX initiatives may not be feasible given so much economic uncertainty, but it worthwhile to understand how the pandemic has changed the experiences customers want.

    • Leveraging the customer insights your front-line employees have gathered
    • Reevaluating standard procedures that may not be holding up under the new normal
    • Understanding what new services your customers had to adopt amidst the pandemic
    • Identifying important touchpoints to build into a new post-COVID-19 customer journey map
    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

    Benjamin Maxim, AVP, Digital Strategy & Innovation, MSU Federal Credit Union

    As a customer experience professional in financial services in the midst of a pandemic, how do you know what customers are saying via your human chat, bot chat, survey, or voice? Understanding the root cause of why customers are not satisfied or not moving to the next action is crucial when customers are relying on their financial institutions more than ever.

    •  Analyzing customer conversations to gather insights
    • Extracting the ideas contained in text to summarize, organize, and display for analysis
    • Addressing the next generation of AI technology that will enable effective customer communication
    Learn more

  • 2:45 pm - 3:05 pm

    2:45 pm - 3:05 pm

    Srikant Iyer, Head of Home Lending Originations Product Strategy & Transformation, Wells Fargo
    John Tuders, Executive Director, Growth and Innovation, Skookum

    When disruptive operational change is unavoidable, financial institutions must collaborate with customers to successfully adapt and implement processes and messaging that will continue to improve their quality and delivery of service. Through the combination of Servant Leadership, Design Thinking, and User Research, learn how organizations can harness the customer voice and the imperative of supporting transparency between customers and businesses, to navigate changes with customers, not around them. Key takeaways include: 

    ·        Prioritizing customers at the top of a Servant Leadership stack

    ·        Employing Design Thinking to collaboratively unravel disruptive ambiguity

    ·        Using User Research to spotlight and avoid typical biases

    Learn more

  • 3:05 pm - 3:50 pm

    3:05 pm - 3:50 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

  • 3:50 pm - 3:50 pm

    3:50 pm - 3:50 pm

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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

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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:

Acquia BACKBASE Cornerstone Extractable Glassbox Infobip Informatica Kasisto LiveVox Moengage NCR Quadient Rakuten Marketing Relay Network Skookum SLK Software Strands Zest AI Zeta Global

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!

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