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.
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.
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.
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.
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.
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.
2:45 pm - 3:05 pm
3:05 pm - 3:15 pm
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
4:00 pm - 4:00 pm
4:00 pm - 4:00 pm
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:
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.
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:
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.
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.
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.
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
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.
3:50 pm - 3:50 pm
3:50 pm - 3:50 pm