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

August 23 - 24, 2021 | Online (ET)

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. 

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.

Pam Piligian

Pam Piligian

SVP, Marketing & Communications

Navy Federal Credit Union

Natalie Higgins

Natalie Higgins

SVP, Director of Customer Experience

Citizens Bank

Mona Jantzi

Mona Jantzi

Chief Customer Officer


John Fisher

John Fisher

SVP, Product Design

The Northern Trust

Dan Marks

Dan Marks

Chief Marketing Officer

Hancock Whitney

Jim McKeown

Jim McKeown

Vice President, Customer Experience & Mobility

Selective Insurance Company of America

Lauren Kessler

Lauren Kessler

Customer Experience Strategy

PenFed Credit Union

What Attendees Are Saying


“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  


“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


“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

Day 1 - August 23, 2021

    Keeping CX Top Of Mind In Turbulent Times

  • 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 - 1:05 pm

    12:45 pm - 1:05 pm

    Pam Piligian, SVP, Marketing & Communications, Navy Federal Credit Union

    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
    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

    Dan Marks, Chief Marketing Officer, Hancock Whitney
    Mona Jantzi, Chief Customer Officer, Barclaycard

    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
    Learn more
  • 1:55 pm - 2:15 pm

    1:55 pm - 2:15 pm

  • 2:15 pm - 2:35 pm

    2:15 pm - 2:35 pm

  • 2:35 pm - 2:55 pm

    2:35 pm - 2:55 pm

  • 2:55 pm - 3:15 pm

    2:55 pm - 3:15 pm

  • 3:15 pm - 5:00 pm

    3:15 pm - 5:00 pm

    Interactive Roundtables

    1. Designing Practical Digital Experiences
    2. Ensuring Consistent Experiences Across All Touchpoints
    3. Enhancing The New Employee Experience 
    Learn more
  • 5:00 pm - 5:00 pm

    5:00 pm - 5:00 pm

Day 2 - August 24, 2021

    Digital Strategy

  • 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

    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 
    Learn more
  • 1:05 pm - 1:35 pm

    1:05 pm - 1:35 pm

  • 1:35 pm - 2:25 pm

    1:35 pm - 2:25 pm

    Lauren Kessler, Customer Experience Strategy, PenFed Credit Union

    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 
    Learn more
  • 2:25 pm - 2:55 pm

    2:25 pm - 2:55 pm

  • 2:55 pm - 3:15 pm

    2:55 pm - 3:15 pm

    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
    Learn more
  • 3:15 pm - 3:35 pm

    3:15 pm - 3:35 pm

    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
    Learn more
  • 3:35 pm - 3:55 pm

    3:35 pm - 3:55 pm

    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?
    Learn more
  • 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

    Learn more
  • 5:05 pm - 5:05 pm

    5:05 pm - 5:05 pm

What Attendees Are Saying


“Worthwhile for anyone trying to improve and rethink how things are done through the lens of the Client.”

Cynthia Krause 
SVP, Client Experience 


“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

All Of The Major Players In One Place

Let’s Connect & Create A Custom Experience


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

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.