Future Digital Finance

April 24 - 26, 2017

Amelia Island, Fl

Contact Us: 1.888.482.6012

Customer Behavior and Customer Experience

Tuesday, April 25, 2017

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7:55 AM Continental Breakfast & Registration

8:25 AM Welcome Remarks & Icebreaker

Lori Hawthorne, Divisional Director, Future Digital Finance

 Lori Hawthorne
Lori Hawthorne
Divisional Director
Future Digital Finance

8:35 AM Chairperson’s Opening Address

John McNally, Managing Director, Accenture

Christine Duque, Global Marketing Strategist, Accenture


 John McNally
John McNally
Managing Director
Accenture
John McNally is a Managing Director in Accenture’s Financial Service Distribution & Marketing practice with over 20+ years of delivering high performance impact to a diverse set of client engagements.  He is known for helping Financial Services clients define customer service and customer acquisition strategies, as well overseeing the ensuing ...[Read More]

 Christine Duque
Christine Duque
Global Marketing Strategist
Accenture
Christine Duque is a Global Marketing Strategist with Accenture’s Financial Services Distribution and Marketing Services practice (ADMS). Her specialty is bringing the best of Accenture’s full capabilities to deliver customer-experience led enterprise transformation programs.

Christine has over 16 years’ experi ...[Read More]

8:50 AM Keynote: Influencers And Financial Brands: Powering Communications With Consumers

Tuck Ross, SVP, Marketing & Digital Sales, BBVA

In 2017, authenticity matters more than ever to keep brands relevant and connected to their customers. Maximizing the power of influencers enables your brand to breakthrough in a content-overloaded, ad-blind digital space.

Learn about key influencer trends and why influencer marketing matters
Understand the 5 types of brand influencers
Plan your influencer program for success

 Tuck Ross
Tuck Ross
SVP, Marketing & Digital Sales
BBVA

9:10 AM Rebranding an Iconic Company in the World of Millennials and Financial Technology

Kristyn Harmon, VP, Digital Strategy, Sallie Mae

Sallie Mae is 43 years old.  Fintechs offering student loans and other financial products pop up on a seemingly daily basis.  In order to compete, we need to have a fresh, engaging, modern digital experience that appeals to High School Juniors and Seniors and their parents.   This presentation will take you through our strategy and the unexpected things we faced along the way.
•         Where do you start?
•         How do you adapt when the unexpected happens?
•         Developing a strategy that works

 Kristyn Harmon
Kristyn Harmon
VP, Digital Strategy
Sallie Mae
Kristyn has over 20 years of experience designing and implementing large corporate financial web sites with specific focus on creating award winning customer experiences that drive significant sales and cost savings to the company's bottom line.  She is currently the Vice President of Digital Strategy at Sallie Mae and is responsible for digital st ...[Read More]

9:35 AM Keynote Panel Discussion: Looking at Cross-Platform Opportunities—Assessing And Delivering on Customer Expectations

Ryan Miller, SVP, Design & Delivery, Innovation Group, Wells Fargo & Co.

Alex Jimenez, VP, Senior Strategist, Office of the CIO, Zions Bancorporation

James Ray, MD, Global Enterprise Accounts, JPMorganChase

With multiple devices at your customer’s fingertips, how can you better understand changing customer expectations and deliver an experience that sets you apart across all platforms? Panelists will address:
•    Capture customer feedback and preferences more holistically vs. by channel
•    More effectively integrate efforts across platforms
•    Understand the importance of continuous innovation given rapid technology advancements
 Ryan Miller
Ryan Miller
SVP, Design & Delivery, Innovation Group
Wells Fargo & Co.
Ryan is an innovative and results-driven leader with experience directing product strategy, development efforts, and marketing campaigns, across digital and non-digital channels for multi-billion dollar financial services companies. Ryan recently took on a new role at Bank of the West leading the organization’s enterprise innovation efforts, after ...[Read More]

 Alex Jimenez
Alex Jimenez
VP, Senior Strategist, Office of the CIO
Zions Bancorporation
Alex Jimenez is a VP and Senior Strategist at Zions Bancorporation, where he leads the overall technology investment planning process for the office of the CIO. Prior to his current role he was a Principal Consultant at AJ & Associates advising Financial Services organizations and those that work with them in the areas of digital banking, payments, ...[Read More]

 James Ray
James Ray
MD, Global Enterprise Accounts
JPMorganChase
James Ray is Managing Director, of Enterprise Sales for Chase Commerce Solutions. James is responsible for leading a multinational sales and service team dedicated to collaborating with our firm-wide partners to identify, develop, maintain and enhance the relationships we have with JPMorgan Chase’s top global clients and prospects.
...[Read More]

10:05 AM Waffle & Refreshment Break

Indulge in wonderful waffles during our morning refreshment break. And only one final day to check out the latest in digital tech in the exhibit area!

10:55 AM Keynote Panel Discussion: Connecting Customer Experience with Your Brand Story, Mission and Vision

Laura DeGraff, VP Digital Acquisition, Barclaycard US, Barclays Financial

Chuck Moore, SVP, Digital Marketing, US Bank National Association

Now more than ever, it’s important to align your brand story, mission and vision with the customer experience.  This panel will examine the role your brand plays in driving experiences and how to connect your company’s mission and vision to experiences. Learn:

How the brand, marketing and CX should align to convey the brand experience
How the brand strategy should support CX and vice versa
The importance of language in reflecting  your brand

 Laura DeGraff
Laura DeGraff
VP Digital Acquisition, Barclaycard US
Barclays Financial
As Vice President of Digital Acquisition at Barclaycard US, Laura manages digital strategy and online account acquisition for Barclaycard-branded credit cards, focusing on new innovations within the bank to deliver a best-in-class online experience to prospective customers.  With over 15 years of experience managing online marketing for agencies, c ...[Read More]

 Chuck Moore
Chuck Moore
SVP, Digital Marketing
US Bank National Association

11:20 AM Keynote: A.I. Powered Customer Experience Transformation

Christine Duque, Global Marketing Strategist, Accenture

Nikos Acuna, Director of Innovation, Rocket Fuel

With shifting consumer expectations, investment in financial technology has exploded. Successful banking organizations are differentiating around the customer experience, using a combination of people, process and technology to unite a seemingly disparate flood of new data. Powered by advances in artificial intelligence, forward-thinking companies have evolved from a product-based approach to one that is customer centric and data-driven. These more agile institutions cognitively engage with consumer data signals to "anticipate" desires, becoming Predictive Banking Enterprises. Nikos Acuna of Rocket Fuel Innovation and Christine Duque from the Accenture Distribution and Marketing Practice explore five key strategic imperatives where banks must invest to stay competitive in a rapidly evolving digital financial ecosystem.
 Christine Duque
Christine Duque
Global Marketing Strategist
Accenture
Christine Duque is a Global Marketing Strategist with Accenture’s Financial Services Distribution and Marketing Services practice (ADMS). Her specialty is bringing the best of Accenture’s full capabilities to deliver customer-experience led enterprise transformation programs.

Christine has over 16 years’ experi ...[Read More]

 Nikos Acuna
Nikos Acuna
Director of Innovation
Rocket Fuel
Nikos Acuña is Director of Innovation at Rocket Fuel Inc. and the author of The Predictive Business: Dynamic Intelligence and the Science of Connected Customer Experiences and Mindshare (Motion Publishing, 2012), which received Foreword Magazine’s Book of the Year Award, the USA Best Book Award in 2012, and a Publisher recommendation for the P ...[Read More]

11:45 AM Keynote: Online Review: Feedback You Can Bank On

Troy Janisch, Director, Social Intelligence, U.S. Bank

Before purchasing a product or service, most people read online reviews. This means that most of your brand’s income is influenced by online review sites.  Learn why customer reviews need to be a key component of your social media strategy and how to manage them.  U.S. Bank manages online reviews for more than 3,100 locations across several review sites.

Why Online Review Sites Matter Most
How Reviews Influence SEO and Sales
How to Claim and Manage Pages
 Troy Janisch
Troy Janisch
Director, Social Intelligence
U.S. Bank
Troy Janisch is VP/Director of the Social Intelligence team at U.S. Bank and teaches MBA courses for St. Catherine University. He is a social media beatnik, blogger, author, and marketer with two decades of experience. Troy blogs at www.socialmeteor.com. ...[Read More]

12:10 PM Keynote: The Future Face of Finance

Justin Flanagan, Head of Sales - Financial Services and Insurance, Questback

Customer experience is more than the end user experiences delivered. It’s about understanding and measuring an evolving landscape and distributing actionable insights across the enterprise. Leading a forward-thinking discussion, Questback’s Justin Flanagan will discuss on how leading firms are linking feedback from experience measurement systems to drive new operational realities and differentiation in a rapidly evolving customer experience landscape. What is your firm doing to build understanding of these tectonic shifts in customer expectations such that you can prioritize, gain consensus and deploy investment to take action? Session benefits include:

Mobilizing the organization delivers tangible business results from your customer experience strategy
Employee engagement is required to transform strategic planning into successful operational execution
Integrating customer experience, employee engagement and financial performance delivers actionable business foresight to not only compete but differentiate
 Justin Flanagan
Justin Flanagan
Head of Sales - Financial Services and Insurance
Questback
With a track record including Thomson Reuters and IHS Markit, Justin contributes extensive knowledge within the Financial Services and Insurance industry including real estate and FinTech. Leading various business teams, Justin specializes in assisting multi-national enterprises to overcome current challenges and optimize operation. Previously, he ...[Read More]

12:35 PM Keynote: Rethinking The Consumers’ Mobile Purchase Journey

Josh Buchanan, SVP, Design Director for Digital Sales, Bank of America

Your customers want as few clicks as possible to navigate through your mobile experience, and their most important call-to-action buttons right up front.  How do you build a CX-oriented mobile channel to engage your customers?  Analyze the different stages of the buying process through research, buying stage and product checkout.

How do you deliver a positive mobile customer journey?
What cues are used on mobile to tie back to the purchase decision—and do you design the mobile content for those cues?
A/B testing the UI/UX experience based on top mobile behavior
 Josh Buchanan
Josh Buchanan
SVP, Design Director for Digital Sales
Bank of America
Josh Buchanan is a SVP for Bank of America and the leader of the design team for consumer and small business sales. Prior to Bank of America Josh worked with Wells Fargo and a range of consumer businesses, focusing on optimizing online sales.  During his tenure, the Bank of America online sales team moved from a traditional waterfall and desktop-on ...[Read More]

1:00 PM Lunch For All Attendees Hosted By IBM

2:00 PM Panel Discussion Revolution: Looking at Mobile Now and in the Future

Marria Rhodriquez, AVP, Digital Product Manager, WellsFargo

Sima Patel, VP/Strategic Initiatives Manager, Merrill Lynch

Laura DeGraff, VP Digital Acquisition, Barclaycard US, Barclays Financial

Creating impactful experiences in the mobile space is no easy task. Organizations are creating one-off mobile strategies without first considering why people need mobile in the first place. How are people engaging on mobile and for what reasons? How will people use mobile in the future? This panel will explore:
•    Ways to use the mobile channel as part of the omni-channel customer experience
•    How to prepare for future customer expectations
 Marria Rhodriquez
Marria Rhodriquez
AVP, Digital Product Manager
WellsFargo
Marria Rhodriquez is Vice President and focuses on digital product strategy for the Wells Fargo Virtual Channel team. In her 15-year tenure at Wells Fargo Bank, Marria has worked in technology, marketing, strategy, and digital product management. She holds a degree in Technical Communication from the University of Washington and an MBA in Marketing ...[Read More]

 Sima Patel
Sima Patel
VP/Strategic Initiatives Manager
Merrill Lynch

 Laura DeGraff
Laura DeGraff
VP Digital Acquisition, Barclaycard US
Barclays Financial
As Vice President of Digital Acquisition at Barclaycard US, Laura manages digital strategy and online account acquisition for Barclaycard-branded credit cards, focusing on new innovations within the bank to deliver a best-in-class online experience to prospective customers.  With over 15 years of experience managing online marketing for agencies, c ...[Read More]

2:40 PM Fireside Chat: Developing an Effective Complaint Management Program

Anthony Fletcher, VP, Digital Services, LGE Community Credit Union

Having a dedicated and well-trained customer service team and portal is paramount to retaining customers.  This session will look at the importance of establishing a formalized complaint management process at your organization and how to run it effectively.

Panelist will Address:

Establish a complaint management process and who should own it
Ideas around governance  and oversight—how do you ensure that everyone has a line of sight to the information and how do you engage leaders
Report and share data in an impactful way
 Anthony Fletcher
Anthony Fletcher
VP, Digital Services
LGE Community Credit Union

3:00 PM Afternoon Refreshment & Networking Break

Enjoy some churros and desserts in the exhibit area.  And this is your last chance to have amazing food and meet the exhibitors!  

3:40 PM Panel Revolution: Listening and Responding to Your Customers on Social Media

Sima Patel, VP/Strategic Initiatives Manager, Merrill Lynch

Aashir Shroff, Mobile Payments and Innovation, WellsFargo

Troy Janisch, Director, Social Intelligence, U.S. Bank

Customers today are loud. There are so many ways for customers to voice their opinions about a brand and not only do they want to be heard, they also want to be responded to.  Join this session to hear more about how our panelists are leveraging social media to get in on the conversation their customers are having about them and creating brand advocates.

•    Know what your customers are saying and where they are saying it
•    Identify what social channels have the most impact on your brand and make the most sense for you to monitor
•    Go from aggregating customer feedback to engaging in conversations with them
•    Meet your customers everywhere they are
 Sima Patel
Sima Patel
VP/Strategic Initiatives Manager
Merrill Lynch

 Aashir Shroff
Aashir Shroff
Mobile Payments and Innovation
WellsFargo
Aashir Shroff is Vice President of Mobile Banking and Payments for Wells Fargo's Digital Channel Group.  Working in mobile for the past 10 years, Aashir has garnered much success by leading a variety of business development, product management and marketing functions. Aashir's career with Wells Fargo began in 2008 as an early member of the Wells Fa ...[Read More]

 Troy Janisch
Troy Janisch
Director, Social Intelligence
U.S. Bank
Troy Janisch is VP/Director of the Social Intelligence team at U.S. Bank and teaches MBA courses for St. Catherine University. He is a social media beatnik, blogger, author, and marketer with two decades of experience. Troy blogs at www.socialmeteor.com. ...[Read More]

4:20 PM Panel Discussion: Using the Power of Storytelling to Create Emotionally Engaging Experiences

Jason Zeider, VP, Digital Strategy, Tucson Federal Credit Union

James Ray, MD, Global Enterprise Accounts, JPMorganChase

Creating genuine emotional connections with your clients and customers is not only key to driving loyalty, but it’s also essential in creating brand advocacy and passion. This session will articulate how customer experiences and effective brand story telling can become your organizations key differentiator.
•    Map the emotional connections that a customer has with your brand?
•    Learn what impact does story telling have on these emotional connections?
•    Use storytelling and emotional connections to improve customer experiences?
 Jason Zeider
Jason Zeider
VP, Digital Strategy
Tucson Federal Credit Union
Jason Zeider has been in the financial services industry for more than 22 years. Jason was in charge of Marketing for 18 years at Tucson Federal Credit Union, most recently serving as Vice President. He was promoted to Vice President of Digital Strategy in 2014 where he is responsible for the definition and oversight of all member- and employee-fac ...[Read More]

 James Ray
James Ray
MD, Global Enterprise Accounts
JPMorganChase
James Ray is Managing Director, of Enterprise Sales for Chase Commerce Solutions. James is responsible for leading a multinational sales and service team dedicated to collaborating with our firm-wide partners to identify, develop, maintain and enhance the relationships we have with JPMorgan Chase’s top global clients and prospects.
...[Read More]

5:00 PM Gilligan's Island Cocktail Reception

So you won’t be castaway’d at our reception, but you will enjoy lots of beach themed cocktails and yummy food!  Sail away with us to our Gilligan’s Island themed reception. There will be fun, sun and lots of mingling!  

6:30 PM End of Day Two











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