What a way to start your day! Kick off your FDF/CXFS Virtual experience by joining your fellow financial services executive peers in an informal speed networking activity. Like speed dating, you’ll have 5 minutes to meet with 1 or 2 executives before rotating to the next session. You’ll meet lots of finance peers before the virtual summit begins. Starter questions will be provided to help break the ice, so what are you waiting for? Don’t miss this build relationships with your FDF/CXFS Connect peers! This session is only open to financial services executives.

The journey from member focus to member obsession is a complex one, a journey that requires upping our game to meet member growing expectations. We're elevating member experience from a theory to a thriving discipline with evolved metrics and service delivery, all aimed at winning market share by winning over new members, each and every day.  

• Staying True to Our Mission and Values  
• Evolving to Compete with FinTechs 
• Disciplined Focus on the Whole 
• Lesson: winning at CX isn't for the weak hearten

Eye tracking, natural language synthesis, machine learning: technology continues to disrupt and reshape the way financial institutions engage with and understand their customers. As CX and marketing executives, we know it feels like you are constantly being bombarded with an endless amount of shiny new tools that promise to solve all of their customer challenges, and it’s becoming more of a challenge to cut through the fluff and buzz to identify the right tools for your needs. Our panelists have already implemented advanced techniques to understand their customer behaviors, and they will share their insights to help you better understand what works, what doesn’t, and what’s next for the industry.  

• What’s in your tool box? Panelists will share their favorite advanced technique to understand client intent 
• Why it’s great. Panelists will share exactly how their favorite technology has helped their bottom line 
• What’s next? Panelists will discuss what techniques they are most excited about in 2021 and beyond

Interactive Roundtables

1. Designing Practical Digital Experiences
2. Ensuring Consistent Experiences Across All Touchpoints
3. Enhancing The New Employee Experience 

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.

Financial services customers no longer differentiate between offline and online channels. This means that organizations must leverage customer insights to stay agile and to create seamless and engaging experiences across the entire customer journey. We’ll talk about:

• Driving usefulness and usability in digital channels
• Prioritizing change with a customer segment lens
• Analyzing channel utilization and digital migration 

The industry is prioritizing performance management of their digital platforms, specifically, how digital performance impacts customer experience. During this panel, our expert panel will discuss:

• Using real-time data to drive customer loyalty
• Understanding which digital platforms impact CX
• Bringing analytical rigor to journey maps to determine impact of changes to digital platforms 

With conversations around racial injustices at the forefront of national dialogue, making strides in diversity, racial equity and inclusion is needed now more than ever. Financial organizations are having to re-evaluate their core values and accept the painful reality that there’s still so much more work to be done in creating equitable and inclusive environments for customers and employees alike. During this fireside chat, our speaker will discuss how their organization is working to advance diversity, inclusion and equity both internally and through their CX initiatives.  

• Equipping employees with skills and training to help influence and drive the company’s DEI initiatives
• Embedding core values around combatting racial bias and prejudice into the brand mindset
• Ensuring an inclusive branch and digital experience for customers and employees

According the Financial Brand’s Digital Banking Report, a 2020 study states that consumers are seeking a stronger integration of human and digital capabilities while engaging with financial institutions. While digital capabilities continue to evolve, consumers still demand a high level of trust and human interaction.  Our speaker shares how their organization continuously strives to strike a balance between the digital and human experience. 

• How the financial services industry is currently marrying technology and human interaction to enhance their customer strategy
• Integrating automation into their own customer strategy 
• Insights into the future of automation

Great user experience is great. Scaling it and doing it consistently across the organization is even better. With over 25 years of industry experience, there may be no one more qualified in this room to share these tipis than Richard Charette. He has lead experience design teams for brands like SAP, Cisco, Tesla, and Microsoft.

Richard is now leading the agile transformation as well as the implementation of a Design Ops strategy for the Wells Fargo Experience Design (XD) group. He also leads the XD Product Designers Community of Practice. What is DesignOps and how does it relate to a traditional experience design team?

• Does my organization need it? 
• Where do I start? Do I need buy in from my organizational partners? What resources are available?

Space is limited to 15 digital banking executives