Future Digital Finance Virtual Event

The Virtual Event For Digital Financial Services Executives To Build A World Class Banking Experience

February 25 - 26, 2021 | Starts at 12PM EST

Digital Transformation in Response to
 Accelerated Rates of Change

The next decade of banking will be defined by customers, as well as financial institutions (FIs) with their collaborators in response to an entirely new set of industry challenges. This virtual event explores the investments, partnerships, digital tools, and transformative strategies that will lead FIs to success in 2021 and beyond.

This free virtual event is designed to offer invaluable insights on critical challenges in the digital financial services, as well as trends and strategies that are revolutionizing the industry. Our industry experts will share their experiences about the ways that the finance and banking industry are continuing to respond to the pandemic, optimize CX and transform digitally.

You will gain practical tips for today’s most critical and relevant digital banking challenges, without having to leave your desk. Reserve your FREE seat at this virtual event and level up your playbook in time for 2021.

Leading Content. Zero Cost. Zero Travel.

Hear Firsthand From Seasoned Innovators, at Zero Cost

Listen to leading experts for an honest, unbiased view of what works now and where the future is headed. Every single session is totally free. This is major value at zero cost.

Get Solutions To Your Most Pressing Problems, Always

Hear from your industry peers about their recent successes, as well as solution providers about the leading tools driving the industry forward. If you can't make all of the sessions, no biggie. Everyone registered gets a copy of the on-demand sessions

Watch From Your Own Home, No OOO Needed

Since the event has multiple sessions, you select the material that makes the most sense for you.  Listen in during the live broadcast, or access the session on demand later—once you register, it’s up to you! Enjoy all the perks of a live event from the comfort of your home office.

Our Speakers:

Martin Walker

Martin Walker

Vice President, Digital Experience & Innovation

Sound Credit Union

Dipanjan Das

Dipanjan Das

Senior Director, General Manager of Student Credit Card

Capital One

Michael Huff

Michael Huff

Vice President, Project Management

Associated Credit Union

Brianna Elsass

Brianna Elsass

Managing Director, Head of Digital (US)

BMO Financial Group

Richard Charette

Richard Charette

Associate Vice President - Experience Design (XD) - Research & Strategy

Wells Fargo

Doug Nielson

Doug Nielson

Senior Vice President, Innovation Research & Development

U.S. Bank

Stephen Schroth

Stephen Schroth

Head Digital Consumer Banking & Global Experience Design

Key Bank

Doug Roerden

Doug Roerden

Head of Experience Design

FM Global

Chuck Rohrig

Chuck Rohrig

Director, Senior Experience Owner


Michael Rennie

Michael Rennie

Banking Strategy Director


Simon Black

Simon Black

Senior Manager Technical Enablement & Evangelism


Mark Manning

Mark Manning

Customer Evangelist


Stephen Epstein

Stephen Epstein

Chief Marketing Officer


Neal Keene

Neal Keene

Field Chief Technology Officer

Smart Communications

Alex Valvassori

Alex Valvassori

Sales VP


Jason Douglas

Jason Douglas

Moderator, Digital Marketing Sales Engineer


Olga Rodriguez

Olga Rodriguez

Virtual Event Producer

Worldwide Business Research

Chris Rand

Chris Rand

Virtual Event Producer & Research Manager

Future Digital Finance | WBR Insights

Future Digital Finance Virtual Event Agenda

All Session times displayed in Eastern Time

February 25, 2021 (EST) - Digital Transformation

  • 12:10 pm - 12:15 pm

    12:10 pm - 12:15 pm

    Chris Rand, Virtual Event Producer & Research Manager, Future Digital Finance | WBR Insights

  • 12:15 pm - 12:40 pm

    12:15 pm - 12:40 pm

    Martin Walker, Vice President, Digital Experience & Innovation, Sound Credit Union
    Michael Huff, Vice President, Project Management, Associated Credit Union

    2020 was defined by accelerated rates of change in the industry, driven by the pandemic. This was especially true of consumer habits, and consumer expectations around usage of digital tools and services. This session highlights key factors from those changes and how they should shape FIs’ current approaches to digital transformation.

    Topics of discussion include:

    • Identifying the unique ways consumer habits and expectations have evolved
    • Comparing and contrasting priorities for digital transformation in 2021 versus 2020
    • Lessons learned about which digital tools and investments align with evolving customer preferences
    • Tips and best practices for FI leaders looking to adapt their own digital initiative based on these insights
    Learn more
  • 12:40 pm - 1:00 pm

    12:40 pm - 1:00 pm

    Michael Rennie, Banking Strategy Director, Mendix
    Simon Black, Senior Manager Technical Enablement & Evangelism, Mendix
    Mark Manning, Customer Evangelist, Mendix

    Your customers expect a seamless, automated digital experience – but it’s becoming increasingly difficult to keep pace with digital transformation in the Financial Services industry. Your customers’ first impression is important, and often dictates whether they choose you over your competitor. Automating the Know Your Customer onboarding process drastically improves the customer experience from a customer’s very first interaction with your institution, all while accelerating the back end manual work needed to perform these checks. 

    Join Mendix experts to learn how Intelligent Automation through low-code can be applied to the Know Your Customer onboarding process. 

    You will learn:

    • How to create a KYC onboarding app that provides a seamless customer experience on any device
    • How to integrate low-code with your existing core systems with both flexibility and control 
    • How current Mendix customers are utilizing Intelligent Automation through Mendix Workflow to increase operational efficiency and improve customer experience
    Learn more
  • 1:00 pm - 1:25 pm

    1:00 pm - 1:25 pm

    Dipanjan Das, Senior Director, General Manager of Student Credit Card, Capital One
    Stephen Epstein, Chief Marketing Officer, Kasisto

    As FIs continue to digitize their customer experiences, they need new ways to differentiate those experiences through personalization. This session explores new, more meaningful ways to personalize customer experiences, how to measure their effectiveness and the digital tools they require.

    Topics of discussion include:

    • Benchmarking recent progress on personalization – where do you begin 
    • Outlining key techniques to help FI leaders get started with new personalization initiatives
    • Obtaining the right customer data to shape your personalization strategy 
    • Identifying new data-driven strategies to personalize experiences in innovative ways
    • Measuring the effectiveness of your personalization strategy 
    Learn more
  • 1:25 pm - 1:40 pm

    1:25 pm - 1:40 pm

    Neal Keene, Field Chief Technology Officer, Smart Communications

    Frictionless digital interactions are now table stakes. In the last 12 months, banks have had to shift customer-facing processes to digital years ahead of schedule while moving staff support to remote work and dealing with increased support call volumes. Join us to learn how financial institutions are making it easier and faster for clients to apply for a loan (or loan modifications), open a line of credit, update payments or otherwise access banking services. Get advice on how to empower your customers while improving productivity amongst your contact center employees.

    Tune in and discover how to:

    • Reimagine traditional face-to-face interactions as two-way digital conversations
    • Reduce friction by replacing forms with guided, data-driven interviews
    • Improve employee productivity through automation and AI
    • Create consistency with agents and messaging across all channels while maintaining compliance
    Learn more
  • 1:40 pm - 2:00 pm

    1:40 pm - 2:00 pm

    Brianna Elsass, Managing Director, Head of Digital (US), BMO Financial Group
    Richard Charette, Associate Vice President - Experience Design (XD) - Research & Strategy, Wells Fargo

    As consumers engage FIs across channels and devices, it has become more difficult to visualize and understand customer journeys, let alone increase the value of their interactions throughout. This session identifies opportunities for creating more meaningful and cohesive customer journeys in light of these new challenges.

    Topics of discussion include:

    • Highlighting key changes in the customer journey as consumer behaviors evolve
    • Identifying roadblocks and pain points to provide a seamless customer journey
    • Learning the fracture points in the customer journey – and how to remove them 
    • Transforming your approach to optimizing the entire digital customer journey – from beginning to end
    Learn more
  • 2:00 pm - 2:15 pm

    2:00 pm - 2:15 pm

    Alex Valvassori, Sales VP, Americaneagle.com
    Jason Douglas, Moderator, Digital Marketing Sales Engineer, Siteimprove

    Banks and credit unions saw the accelerated need for a ‘digital first’ organization in 2020. As the industry enters a new year, both the challenges and opportunities to create a holistic digital strategy have never been greater. Looking for answers on how to succeed in the modern market? Join Siteimprove and Americaneagle.com to hear top 2021 digital trends in banking and how you can build a better digital experience for your customers and members.

    This session will highlight tips on:

    • Making your website your best performing branch
    • Leveraging data for user experience insights
    • Optimizing your current investment
    Learn more
  • 2:15 pm - 2:40 pm

    2:15 pm - 2:40 pm

    Dipanjan Das, Senior Director, General Manager of Student Credit Card, Capital One
    Doug Nielson, Senior Vice President, Innovation Research & Development, U.S. Bank

    FI decision makers must keep an eye on the horizon, even as they prioritize the digital strategies that will guide them to success in the near term. This panel discussion features insights into new and emerging digital innovations that may shape FI strategies and technology investments in the years to come.

    Topics of discussion include:

    • Defining innovation – what does it look like within your organization
    • Identifying and removing obstacles to innovation internally 
    • Sharing opportunities and use cases for applying innovation throughout your organization 
    • Learning how to accelerate innovation and digital transformation
    Learn more
  • 2:40 pm - 2:45 pm

    2:40 pm - 2:45 pm

    Chris Rand, Virtual Event Producer & Research Manager, Future Digital Finance | WBR Insights

February 26, 2021 (EST) - Customer & Member Centricity

  • 12:10 pm - 12:15 pm

    12:10 pm - 12:15 pm

  • 12:15 pm - 12:35 pm

    12:15 pm - 12:35 pm

    Stephen Schroth, Head Digital Consumer Banking & Global Experience Design, Key Bank
    Olga Rodriguez, Virtual Event Producer, Worldwide Business Research

    Human Centered Design (HCD) is an approach to problem solving that develops solutions to problems by involving the human perspective in all steps of the problem-solving process. Because design-thinking can be counter to traditional problem solving, introducing it to an organization can be both transformative and culture-changing. While some companies are investing in in-house design studios others are simply using design thinking tools and approaches, In all cases, organizations are realizing bottom line benefits including: 

    • Deeper customer loyalty, engagement and retention
    • New ways of thinking that drive business transformation and organization change
    • Improved speed to market with reduction in delivery costs
    • Creative solutions to the most challenging business problems  
    Learn more
  • 12:35 pm - 12:50 pm

    12:35 pm - 12:50 pm

    Doug Roerden, Head of Experience Design, FM Global

    To truly solve problems and innovate upon opportunities, we must deeply and directly understand the what and why of people's wants and needs...beyond what they can express in words. Your customers' wants and needs are even more vital than the extremely important factors of business viability and technological feasibility. Through the combination of Servant Leadership, Design Thinking, and Human-Centered Research, learn how organizations can harness an abundant supply of qualitative and quantitative human insights to drive compelling solutions and innovations for the people who will actually employ them...or not. Key takeaways include:

    • Prioritizing customers at the top of a Servant Leadership stack
    • Applying human-centered research to spotlight and avoid typical biases
    • Employing Design Thinking to collaboratively unravel disruptive ambiguity
    Learn more
  • 12:50 pm - 1:05 pm

    12:50 pm - 1:05 pm

    Chuck Rohrig, Director, Senior Experience Owner, USAA
    Olga Rodriguez, Virtual Event Producer, Worldwide Business Research

    The events of 2020 forced financial institutions to rethink their strategies to ensure consistent customer service and to maintain customer loyalty. Many institutions have quickly shifted to digital, but the right mix of human and technology is still critical. How can you be sure that you’re offering your customers with the experiences that they want and that will ensure their loyalty? In this session you’ll learn about:

    ·        Mitigating disruptions to in-person customer service that many customers expect and rely on

    ·        Identifying the best strategies to save time and increase efficiency for employees and customers

    ·        Leveraging best practices for maintaining trusted customer relationships 

    Learn more

Bringing Together The Best in Digital Banking

What Attendees Are Saying

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.


“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

The Future Digital Finance Audience

Future Digital Finance brings together senior financial services professionals responsible for innovation, experience, and digital strategy

Let’s Connect & Create A Custom Experience


Hi, I'm Charlie, the Sponsorship Director for Future Digital Finance Virtual Event. Reach out by clicking the button below and I’ll be in touch within 24 hours. Looking forward to connecting!

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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 practicing finance executives from appropriate organizations. 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.