The Leading Invite-Only Virtual Event For Senior CX &
Digital Financial Services Executives

May 18 - 19, 2021 | Online (ET)

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FDF/CXFS Connect is a virtual, invite-only event customized for senior CX and digital leaders from retail and commercial banks, credit cards, and credit unions. 

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.

Attendees receive access to all educational content (fireside chats, panels, keynotes and roundtables) delivered by other senior executives and get the opportunity to have pre-scheduled 1-to-1 meetings with solution providers who can help you accelerate your digital transformation. 

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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.

Hans Zandhuis

Hans Zandhuis

President of Ally Lending

Ally

Kenneth Meyer

Kenneth Meyer

EVP & Chief Information Officer - Channel Engineering & Innovation

Truist

Scott Zimmer

Scott Zimmer

EVP, Innovation and Experience Design

Truist

Lamont Young

Lamont Young

EVP - Head of Digital Banking and Customer Experience

Citizens Bank

Vivian Yeung

Vivian Yeung

EVP, Chief Digital & Technology Officer

Fremont Bank

William D. Anderson

William D. Anderson

Chief Customer Experience Officer (CCXO)

The First National Bank in Sioux Falls

Jason Gordo

Jason Gordo

Head of Strategic Partnerships and Client Experience, Goldman Sachs Personal Financial Management

Goldman Sachs

Marg Gandolfi

Marg Gandolfi

Head of Client Experience

City National Rochdale

Melissa Manne

Melissa Manne

VP, Head of Digital Storefront Product Management

Marcus by Goldman Sachs

RJ Sherman

RJ Sherman

VP of Innovation

Citizens Banks

Milos Dunjic

Milos Dunjic

AVP & Distinguished Engineer, Payments Technology Innovation

TD Bank

David Tax

David Tax

Sr. Manager, Payments Strategy & Innovation

TD Bank

Ilan Davidovici

Ilan Davidovici

Client Experience Leader

Edward Jones

Jeremy Grant

Jeremy Grant

Managing Director, Technology Business Strategy

Venable

Stuart Rubinstein

Stuart Rubinstein

Chief Executive Officer

Akoya

Amrit Dhangal

Amrit Dhangal

Chief Operating Officer and Co-Founder

Acquire

Matt Ellis

Matt Ellis

Chief Revenue Officer

Apiture

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What Attendees Are Saying

TIME WELL SPENT 


“Time well spent; lots of engaging presenters, innovative vendors and the opportunity to network with industry experts.”

Karen Buck
 EVP, Head Commercial, Retail and Payment Operations  
TD BANK

THOUGHT PROVOKING 


“Well organized and thought provoking conference. It got your mind working to think about the path a member takes and how can we make it a better experience.”

Martin Schrodt
 COO
AFCU 

PROFESSIONALS 


“Thank you for bringing together the expertise, sentiment, and curiosity of so many finance CX professionals.”

Doug Roerden
VP of UX Design Strategy
Fidelity Investments 

FDF/CXFS Connect Agenda

May 18, 2021 - Sharpening Your Digital Strategy

  • 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.

    Learn more

  • 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.

    • Embracing a culture shifts that encourages innovation
    • Removing antiquated silos in order to keep pace with the rapidly evolving landscape
    • Investing in technology with flexible and open architecture
    Learn more

  • 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:

    • Deploying true omnichannel communications that create consistency
    • Enhancing human connections that drive satisfaction
    • Breaking down and eliminating barriers between customer care teams
    Learn more

  • 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:

    • Building scalability in platforms and ensure technology is resilient and adaptable
    • Understanding the tie between payments and customer loyalty
    • Analyzing the importance of seamless and secure payments
    • Introducing more options for customers to make payments
    • Addressing customer behavior changes, increased use of mobile, advances in cloud computing
    Learn more

  • 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:

    • Legal and regulatory challenges that have impeded API adoption
    • Costs of building a data-access ecosystem
    • The value of standards in scaling safe data aggregation
    Learn more

  • 2:55 pm - 3:15 pm

    2:55 pm - 3:15 pm


    Learn more

  • 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.

    Learn more

  • 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


    Learn more

  • 4:15 pm - 4:20 pm

    4:15 pm - 4:20 pm

  • 4:20 pm - 5:20 pm

    4:20 pm - 5:20 pm

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

  • 5:20 pm - 5:20 pm

    5:20 pm - 5:20 pm

May 19, 2021 - Maximizing The Customer Experience

  • 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.

    Learn more

  • 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:

    • Reinventing your operating model to act on real-time insights and behaviors
    • Having a single view of your customer across all channels
    • Effectively deploying real-time multichannel marketing  
    Learn more

  • 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.

    •  Adapting to you customers’ expectations for digital speed and simplicity
    • Providing customers a consistent experience across all channels in real time
    • Understanding the importance of personalization and proactive recommendations
    Learn more

  • 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.

    • Knowing what data you have and where to access it
    • Determining the accuracy of the data you have
    • Establishing governance of privacy, security, and ethical use of your customers’ data
    • Building teams that understand the importance of good data
    Learn more

  • 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.

    • Adapting to you customers’ expectations for digital speed and simplicity
    • Providing customers a consistent experience across all channels in real time
    • Understanding the importance of personalization and proactive recommendations 
    Learn more

  • 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

    1. Remote Working: Managing Challenges and Improving Productivity
    2. Driving Success With Hybrid (Physical and Digital) Experiences


    Space is limited to 15 digital banking executives.

    Learn more

  • 5:05 pm - 5:05 pm

    5:05 pm - 5:05 pm

Download Agenda

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

All Of The Major Players In One Place

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 Audience Breakdown

Our Sponsors:

Acquire ActionIQ Akoya Apiture Even Financial Get Feedback Go Moxie Infobip Levvel Liferay Pantheon R2Integrated Vee24 Willow Tree Apps

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.

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