12:00 pm - 12:05 pm
12:00 pm - 12:05 pm
12:05 pm - 12:30 pm
12:05 pm - 12:30 pm
William D. Anderson, Chief Customer Experience Officer, The First National Bank in Sioux Falls
Richard Charette, Associate Vice President - Experience Design (XD) - Research & Strategy, Wells Fargo
Shaped by a year of uncertainty, FIs are hard pressed to determine what will be the future of customer expectations and demands, and why. This session shares key perspectives on that future, and how FIs can prepare digital tools and cross-functional teams to succeed.
12:30 pm - 12:50 pm
12:30 pm - 12:50 pm
Martin Walker, Vice President | Digital Experience & Innovation, Sound Credit Union
Doug Nielson, Senior Vice President, Innovation Research & Development, U.S. Bank
Payments are among consumers’ most-used financial service feature, but there are still opportunities for most FIs to optimize payment systems for better customer experiences. This session takes a look at future opportunities in payment processes.
12:50 pm - 1:05 pm
12:50 pm - 1:05 pm
Brianna Elsass, Managing Director, Head of Digital (US), BMO Financial Group
Craig Schleicher, SVP, Head of Innovation, City National Bank
Alex Poulis, Senior Director, AI, TransPerfect DataForce
Consumers expect banking to be convenient, effortless, and personalized, featuring seamless interactions even as they transition across devices. They expect immediate, intelligent communication and services whether interacting with a human or machine as well. This session features expert insights into the future of the digital customer experience.
1:05 pm - 1:20 pm
1:05 pm - 1:20 pm
David Koscheski, Director, US Financial Services Industry, Microsoft
In an increasingly competitive landscape, using product or price as a differentiator isn’t enough. Banks must differentiate themselves by delivering the best customer experience. Using the vast amounts of data banks have, they can create personalized experiences, serve up the right offer at the right time, and respond to customer needs and preferences. Learn how Microsoft can empower banks to create a seamless experience and uncover customer insights.
1:20 pm - 1:40 pm
1:20 pm - 1:40 pm
Pam Piligian, CMO, Navy Federal Credit Union
Chris Barlow, Vice President, Digital Channels, Union Savings Bank
Financial institutions must do more for their customers than offer services to capture their attention and secure their lasting loyalty. That means providing the right content, personalized features, financial planning tools, and even empathy to differentiate themselves from competitors. This session investigates opportunities for creating, building, and maintaining relationships with customers.
1:40 pm - 2:00 pm
1:40 pm - 2:00 pm
Luis Aguilar, VP, Digital Marketing Manager, Amerant Bank
Craig Schleicher, SVP, Head of Innovation, City National Bank
As FIs determine what the next best steps for digital transformation are, they need guidance from leaders on how to invest and communicate with internal teams to ensure future success. This session takes a closer look at how FI leaders can implement successful digital transformation within their organizations.
2:00 pm - 2:05 pm
2:00 pm - 2:05 pm
12:00 pm - 12:05 pm
12:00 pm - 12:05 pm
12:05 pm - 12:25 pm
12:05 pm - 12:25 pm
John Huntinghouse, VP of Marketing, TAB Bank
Richard Charette, Associate Vice President - Experience Design (XD) - Research & Strategy, Wells Fargo
Employees play a critical role in the customer experience, whether they are managing back-end processes or interacting with customers directly. But the roles of employees in the customer experience are evolving, creating new priorities for training and expertise. This session investigates these changing roles and how organizations can prepare employees for future CX success.
12:25 pm - 12:45 pm
12:25 pm - 12:45 pm
Chris Barlow, Vice President, Digital Channels, Union Savings Bank
William D. Anderson, Chief Customer Experience Officer, The First National Bank in Sioux Falls
FIs who hope to build lifelong relationships with their customers need to achieve deeper visibility into each individual customer and act on those insights in real time. This session investigates opportunities to combine Big Data with “thick,” qualitative consumer insights for more robust interactions and experiences.
12:45 pm - 12:50 pm
12:45 pm - 12:50 pm
Inspiring the Financial Community
“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
GM of Mobile Channel
JPMorgan Chase & Co.
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
Interesting Takeaways
“Worthwhile for anyone trying to improve and rethink how things are done through the lens of the Client.”
Cynthia Krause
SVP, Client Experience
KEYBANK
Future Digital Finance brings together senior financial services professionals responsible for innovation, experience, and digital strategy