Hans Zandhuis
President of Ally Lending
Ally
Kenneth Meyer
EVP & Chief Information Officer - Channel Engineering & Innovation
Truist
Scott Zimmer
EVP, Innovation and Experience Design
Truist
Lamont Young
EVP - Head of Digital Banking and Customer Experience
Citizens Bank
Vivian Yeung
EVP, Chief Digital & Technology Officer
Fremont Bank
William D. Anderson
Chief Customer Experience Officer (CCXO)
The First National Bank in Sioux Falls
Jason Gordo
Head of Strategic Partnerships and Client Experience, Goldman Sachs Personal Financial Management
Goldman Sachs
Marg Gandolfi
Head of Client Experience
City National Rochdale
Melissa Manne
VP, Head of Digital Storefront Product Management
Marcus by Goldman Sachs
RJ Sherman
VP of Innovation
Citizens Banks
Milos Dunjic
AVP & Distinguished Engineer, Payments Technology Innovation
TD Bank
David Tax
Sr. Manager, Payments Strategy & Innovation
TD Bank
Ilan Davidovici
Client Experience Leader
Edward Jones
Jeremy Grant
Managing Director, Technology Business Strategy
Venable
Stuart Rubinstein
Chief Executive Officer
Akoya
Amrit Dhangal
Chief Operating Officer and Co-Founder
Acquire
Matt Ellis
Chief Revenue Officer
Apiture
12:00 pm - 12:30 pm
12:00 pm - 12:30 pm
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.
12:30 pm - 12:35 pm
12:30 pm - 12:35 pm
12:35 pm - 12:45 pm
12:35 pm - 12:45 pm
12:45 pm - 1:15 pm
12:45 pm - 1:15 pm
Vivian Yeung, EVP, Chief Digital & Technology Officer, Fremont Bank
Scott Zimmer, EVP, Innovation and Experience Design, Truist
Matt Ellis, Chief Revenue Officer, Apiture
It’s no secret that the need for digital banking has intensified and that digital transformation efforts have taken on a new sense of urgency. This panel of thought leaders will provide insights into this accelerated demand for digital brought on by branch closures, social distancing, and financial uncertainty.
1:15 pm - 1:35 pm
1:15 pm - 1:35 pm
Amrit Dhangal, Chief Operating Officer and Co-Founder, Acquire
Almost every financial institution accelerated its digital transformation initiatives in 2020. Yet with an average of 63% more online interactions across industries, there is still work to be done. Leading banks and lenders are looking to take their digital customer experience to the next level, but what does that look like? This session will cover:
1:35 pm - 1:55 pm
1:35 pm - 1:55 pm
Hans Zandhuis, President of Ally Lending, Ally
The shift to digital commerce had long been underway before the pandemic, but the way that customers transact has shifted dramatically because of the need for social distancing. The last year has illustrated the urgency of being able to disperse funds quickly and transact digitally, so how can you be sure you’re prepared for this new way of customer transactions? We’ll tackle:
1:55 pm - 2:15 pm
1:55 pm - 2:15 pm
2:15 pm - 2:25 pm
2:15 pm - 2:25 pm
2:25 pm - 2:55 pm
2:25 pm - 2:55 pm
Stuart Rubinstein, Chief Executive Officer, Akoya
Jeremy Grant, Managing Director, Technology Business Strategy, Venable
The explosive rise of fintech apps during the pandemic has ushered in a new phase in the financial sector called Open Finance, where consumers share their financial data with fintechs in return for convenient budgeting, payment, lending and other services. Unfortunately, consumer financial data has historically been shared through risky data aggregation practices such as screen scraping.
However, as the demand for fintech apps increased, the limitations of this method from a data security, privacy and transparency standpoint have become more apparent. Application Program Interfaces (APIs) are more secure and provide greater transparency for data access, but APIs have been slow to gain traction. Why?
In this panel, we’ll cover:
2:55 pm - 3:15 pm
3:15 pm - 3:35 pm
3:15 pm - 3:35 pm
Milos Dunjic, AVP & Distinguished Engineer, Payments Technology Innovation, TD Bank
David Tax, Sr. Manager, Payments Strategy & Innovation, TD Bank
Unfortunately, the POS terminals are PUBLIC devices, and they always display series of prompts for the merchant and customer, which must be answered, before customer is prompted to complete contactless payment, by tapping their contactless device on the POS terminal.
That, unfortunately, means that customers are still required to physically touch POS terminal keypads, in most, except simplest purchase experiences. Clearly, enabling contactless payments at POS alone, is not a definitive answer to having fully clean, hygienic, and safe in-store payment experiences.
The case study elaborates on a possible way to offer a fully touch-less POS in-store payment experience, where the only merchant needs to touch the POS keypad, while the customer is enabled to use their personal phone.
3:35 pm - 3:55 pm
3:35 pm - 3:55 pm
3:55 pm - 4:15 pm
3:55 pm - 4:15 pm
Jason Gordo, Head of Strategic Partnerships and Client Experience, Goldman Sachs Personal Financial Management, Goldman Sachs
4:15 pm - 4:20 pm
4:15 pm - 4:20 pm
4:20 pm - 5:20 pm
4:20 pm - 5:20 pm
5:20 pm - 5:20 pm
5:20 pm - 5:20 pm
12:00 pm - 12:30 pm
12:00 pm - 12:30 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.
12:30 pm - 12:35 pm
12:30 pm - 12:35 pm
12:35 pm - 12:45 pm
12:35 pm - 12:45 pm
12:45 pm - 1:05 pm
12:45 pm - 1:05 pm
Kenneth Meyer, EVP & Chief Information Officer - Channel Engineering & Innovation, Truist
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:
1:05 pm - 1:25 pm
1:05 pm - 1:25 pm
1:25 pm - 1:55 pm
1:25 pm - 1:55 pm
RJ Sherman, VP of Innovation, Citizens Banks
Lamont Young, EVP - Head of Digital Banking and Customer Experience, Citizens Bank
Delivering on customer experience will be an integral part of how financial organizations assert their role in society during and after the COVID-19 pandemic. Organizations will need to address new customer needs and concerns, while also improving their own efficiency and effectiveness. To address these challenges, R.J Sherman and Lamont Young, senior executives at Citizens, will have an in-depth conversation about their customer experience goals in 2021 and beyond.
1:55 pm - 2:15 pm
1:55 pm - 2:15 pm
2:15 pm - 2:25 pm
2:15 pm - 2:25 pm
2:25 pm - 2:45 pm
2:25 pm - 2:45 pm
Melissa Manne, VP, Head of Digital Storefront Product Management, Marcus by Goldman Sachs
Customer expectations, as well as the potential of AI and other data tools, have made data management crucial for financial organizations. How can you be sure that you’re taking full advantage of data’s potential for great customer experiences? We’ll take a deep dive into the must-haves for your data strategy to strengthen customer relationships and prepare you for the future of CX.
2:45 pm - 3:05 pm
2:45 pm - 3:05 pm
3:05 pm - 3:35 pm
3:05 pm - 3:35 pm
Marg Gandolfi, Head of Client Experience, City National Rochdale
William D. Anderson, Chief Customer Experience Officer (CCXO), The First National Bank in Sioux Falls
Ilan Davidovici, Client Experience Leader, Edward Jones
Delivering on customer experience will be an integral part of how financial organizations assert their role in society during and after the COVID-19 pandemic. Organizations will need to address new customer needs and concerns, while also improving their own efficiency and effectiveness. To address these challenges, our panelists will have an in-depth conversation about their customer experience goals in 2021 and beyond.
3:35 pm - 3:55 pm
3:35 pm - 3:55 pm
3:55 pm - 4:05 pm
3:55 pm - 4:05 pm
4:05 pm - 5:05 pm
4:05 pm - 5:05 pm
Space is limited to 15 digital banking executives.
5:05 pm - 5:05 pm
5:05 pm - 5:05 pm
“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