Future Digital Finance 2018

March 26-March 27, 2018

Amelia Island, Fl

Contact Us: 1.888.482.6012

Day One – Innovation And Transformation

7:15 AM - 7:50 AM Registration And Networking Breakfast

7:50 AM - 8:00 AM Welcome Address & Ice Breaker

Olga Rodriguez, Content Director, Future Digital Finance 2018


Olga Rodriguez

Content Director
Future Digital Finance 2018

8:00 AM - 8:15 AM Chairperson’s Opening Remarks

Craig McLaughlin, CEO, Extractable


Craig McLaughlin


8:15 AM - 8:35 AM Keynote Fireside Chat - Creating A Culture Of Innovation Within Your Organization

Doug Nielson, Senior Vice President of Innovation, U.S. Bank
Technological innovations cannot occur if the people that are part of the institution do not support the changes being made. There are many challenges to overcome when thinking about internal transformation initiatives, but should resistance from within your institution be one of them? In this session you’ll hear from executives who have successfully fostered a culture of innovation within their institutions.
•Bridging the divide between old company models and new initiatives
•Creating change and pushing digital innovation to keep your company relevant
•Aligning with the top down strategy in order to push innovation forward
•Finding the balance between being “safe” and being innovative
•Being a leader with vision and perspective regarding modernization evolution of the industry


Doug Nielson

Senior Vice President of Innovation
U.S. Bank
Many banks and financial institutions find themselves in a hybrid stage as they attempt to find the best ways to be more responsive to customer needs. In this session you’ll hear about the trends that have made leading financial institutions want to be more digitally transformative.
•Keeping up with new opportunities and technological innovations
•Keeping pace with quickly changing industry standards
•Thinking about what influences consumer expectations
•Working with regulators to be able to modernize your organization
•Identifying ways to reduce risk while investing in emerging technology
•Finding the balance between taking risks and being innovative


Peter Poon

Head of Innovation | Digital Strategist
Bank of Montreal

Jason Alexander

Head of Digital Platforms

Ryan Miller

SVP, Design & Delivery, Innovation Group
Wells Fargo

Amer Kamal

Group Vice President, Head of Mobile
U.S. Bank

9:05 AM - 9:25 AM Keynote Case Study - Becoming A Digital Platform Instead Of Just A Destination

Patrick Kelly, AVP, Emerging Technologies, USAA
Traditionally, revenue is generated largely through transaction fees, leading many to believe that a customer’s value is directly correlated to their spending capacity. However, the argument is now being made that the real gold is actually in the data. Financial institutions sit on a mountain of data, but do they know what to do with it? Get the key to the efficient data management in this group panel session.
•Applying machine learning to data in order to increase revenue
•Assembling data sets in a way that can actually make a difference
•Accommodating distributed models in order to incorporate API’s and create micro services
•Identifying the technological and cultural challenges in your organization


Patrick Kelly

AVP, Emerging Technologies

9:25 AM - 9:30 AM Help Huddle - Digital Interventions That Impact Customer Behavior For The Better

Looking to collaborate? These five minute sessions offer an opportunity to get feedback around digital interventions before heading into a networking break

9:30 AM - 10:20 AM Sunshine State Morning Networking And Refreshment Break

This will be a perfect opportunity to mingle with your fellow attendees while also enjoying a jolt of Vitamin C!

Fintechs have largely been considered one of the biggest disruptors to the financial industry, but perhaps there is another side to the coin. What we’ve instead begun to see is that fintechs have helped modernize banking infrastructure. They’ve created tools and technology that allow banks to greatly improve user experience without having to overhaul existing legacy systems. This session will consider what the relationship between fintechs and financial institutions could really be – friend or foe?
•Reviewing fintech options for large institutions as well as regional and community banks
•Looking at ways in which fintechs are trying to invest in different companies
•Examining the value offerings that fintechs are bringing to the table
•Thinking about the larger disruptors that may be over the horizon


Christopher Musto

Senior Vice President, Head of Digital Strategy
Citizens Bank

Karen Buck

EVP, Head Commercial, Retail and Payment Operations
TD Bank

Seth Goodman

Director, North America Product Head, Citi Commercial Cards

Zahir Khoja

SVP, Global Acceptance Product Development & Innovation

10:50 AM - 11:10 AM Keynote - AI Assistants: In Phones Since 2011, In Homes Since 2015: Now Is The Time For AI In Banking

Sylwia Hans, Financial Services Director, Comarch
Learn how the implementation of artificial intelligence can support your customers and free up your most valuable employees’ time, so they can focus on key tasks. From retail banking to wealth management, AI assistants can help customers onboard to new products, keep up to date with their financial goals and even advise on investments.
•Context is key – how to support your customers via AI where and when they need it
•Scaling up – how automation influences cost reduction and opens up new business opportunities
•Customer journey – how to seamlessly integrate new channels with the existing platforms


Sylwia Hans

Financial Services Director

11:10 AM - 11:30 AM Keynote Fireside Chat - Design Thinking: Creatively Framing Challenges

Joel Kashuba, VP of Design & Innovation, Fifth Third Bank
Design Thinking is the refined practice of applying customer-centric methods commonly utilized by professional designers to overcome complex business challenges. The creative approach of Design Thinking starts with a focus on identifying the right problem to solve and then employs empathy for the design target to ideate, build, and focus a multitude of solutions. In this session you will learn how Design Thinking brings a fresh alternative to linear problem solving in order to uncover insights and create solutions that can entice and delight a new generation of customers.
•Articulating the value of Design Thinking methodology within business
•Understanding how to creatively frame your existing business challenges to identify exponentially different solutions that can delight your customers.
•Gaining awareness of a handful of Design Thinking Methods that you can begin to utilize in your work immediately


Joel Kashuba

VP of Design & Innovation
Fifth Third Bank

11:30 AM - 11:50 AM Keynote Presentation - FICO

Learn about digital banking best practices during this keynote session, presented by FICO.

11:50 AM - 12:10 PM Keynote Presentation – BankMobile: How a Fintech Company is Disrupting Banking Through Technology

Jay Sidhu, Chairman & CEO, BankMobile/Customers Bank Luvleen Sidhu, Co-Founder, President & Chief Strategy Officer, BankMobile
Attendees will have the opportunity to hear firsthand from the co-founders of the largest and fastest growing digital bank on how they were able to transform an industry. The audience will learn:
•Why the banking industry has been so slow to embrace the technological revolution
•The foundation of BankMobile, how Luvleen Sidhu’s frustration with opening a bank account and realization of the vast number of overdraft fees led her to the vision of BankMobile
•How BankMobile has grown to 1.8 million customers less than three years after launch
•The importance of a successful customer acquisition strategy as well as digital innovation


Jay Sidhu

Chairman & CEO
BankMobile/Customers Bank

Luvleen Sidhu

Co-Founder, President & Chief Strategy Officer

For All Attendees

12:10 PM - 1:10 PM Networking Lunch For All Attendees

Invitation Only

12:10 PM - 1:10 PM Private Lunch Hosted by Simon-Kucher & Partners

General Session

1:10 PM - 1:15 PM Chairperson’s Afternoon Remarks

General Session

1:15 PM - 1:45 PM Case Study Revolution - Designing And Conducting Digital Experiments In A Highly Regulated Industry

Carrie Wenjing Xu, Research Economist, Vanguard
In a highly regulated industry, testing and experimentation of new systems or solutions is not easily done. There are a number of legal hurdles to jump over, as well as ethical concerns that need to be addressed before putting a plan of action into place. Learn some of the most effective ways to develop a testing road map in this session.
•Deciding what kind of testing methods are ethical when designing an experiment
•Making sure that your client and customers aren’t at risk throughout the testing process
•Reviewing and presenting your results in an effective way
•Minimizing costs and maximizing the power of your experiments to get the most our of limited resources
•Coping with unplanned data pollution
•Correctly leveraging results to derive business policies
•Providing guidance to business units to efficiently help design experiment settings to maximize results and resources
•Leveraging the use of big data to get deeper insights


Carrie Wenjing Xu

Research Economist
Many banks are rethinking their offline channels. They’ve made significant investments. As they work through digital transformation, the role of the branch is changing – and it’s important to understand how to utilize branches both now, and in the future.
•Leveraging your non digital infrastructure (branch and staff) to help you with your digital transformation
•Using your existing network and infrastructure
•Learning how branches will be used in the future (should they serve in more of an advisory role)
oAnd is that future 5 years from now, or 15 years from now?
oAnd what do you do with them in the meantime?
•Innovating in the short-term with your branch and implementing technologies to help with the transformation
•Making your branch as relevant as possible to customers in the short-term


Holly Hines

SVP, Head of Brand and Customer Experience Innovation
Huntington National Bank

Nancy Dixon

Senior Vice President - Digital Innovations Officer
First Federal Lakewood

John Kelly

SVP Payment Products and Services
Pentagon Federal Credit Union

General Session

2:15 PM - 2:25 PM Innovation Spotlight Rethinking Digital Initiatives to Deliver Profitable Topline Growth

Wei Ke, Head of Financial Services Practice (North America), Simon-Kucher & Partners
The key to monetizing digital initiatives lies in our ability to price-for-value, measure willingness-to-pay, charge for digital features and build pricing power. Using case studies and consulting work we discuss how profitable digital innovations happen.
•Directing your bank’s decision-making towards allocating investments in digital projects with the goal to deliver real returns.
•Ensuring digital initiatives deliver profit and topline growth
•Creating enriching digital buying experiences through the principles of value coherence, clarity and calibration


Wei Ke

Head of Financial Services Practice (North America)
Simon-Kucher & Partners

General Session

2:25 PM - 3:05 PM Case Study Revolution - It's All About Context: Thinking About How Your Clients Want To Interact With Your Brand In Digital Channels

Erik Eggleston, Technical  Director, Charles Schwab
Digital channels have changed the way in which customers want to be interacted with. In turn, financial institutions have to think about the preferred channels that their clients would like interacted with, the context of their interactions. This is especially true when thinking about mobile interactions. Although new platforms can be challenging to adopt, post mobile thinking is not only needed but encouraged in order to better service today’s customer.
•Moving beyond pre-mobile thinking into post mobile thinking
•Examining mobile appropriate design strategies: What they are and what they look like
•Thinking about mobile's affect across all channels of the business: making decisions that are multi-dimensional and highly connected
•Meeting clients in their desired channel or technical context
•Thinking about the "Halo Effect" of positive brand interactions and how to carry those experiences forward
•Examining the impact of this on testing, development and product design
•Being more thoughtful about how you redirect clients in unsupported areas

Erik Eggleston

Technical  Director
Charles Schwab

Interactive Roundtable Track: For Financial Services Executives Only

1:15 PM - 2:15 PM TOPIC: Maintaining Relevance In Social Media In A Regulated Industry

Tuck Ross, SVP Digital Marketing, BBVA Compass
It’s important for FI’s to connect to consumers of different generations, and social media is a large part of the millennial and Gen Z landscape. This digital channel has changed the way that many consumers receive the news, communicate with each other, and share their thoughts and opinions. Discuss the social media strategies that can connect institutions to the largest consumer base.

Tuck Ross

SVP Digital Marketing
BBVA Compass

Interactive Roundtable Track: For Financial Services Executives Only

2:15 PM - 3:05 PM TOPIC: The Beauty Of Robotics - Helping Banks Have Better Customer Relationships Through Process Improvement

Karen Buck, EVP, Head Commercial, Retail and Payment Operations, TD Bank
Robotics usage presents lots of opportunities to automate manual processes, but presents its fair share of challenges as well. This session present a use case and results from a robotics program. Overcome your implementation challenges after attending this session.


Karen Buck

EVP, Head Commercial, Retail and Payment Operations
TD Bank
Financial institutions want to be able to get a more holistic view of their customer’s behaviors. From single sign-on capabilities to onboarding through product servicing, how can institutions break their silos? This session will examine the strategies executives are implementing to create a simplified digital experience.
•Using web services to pull info from third party providers into your core systems
•Figuring out what channels customers prefer using for specific transactions, and why
•Providing opportunities for customers to use those preferred channels
•Thinking about what functionality is conducive to what device
•Identifying what areas of the digital process need to be expanded to meet customer needs


Thomas Novak

Director of Digital Banking
Visions Federal Credit Union

Tejal Mody

Head, Strategy & Business Development

Sean Greenfield

Executive Director, Customer Experience - Mobile & Web
JP Morgan

Kevin Boyd

Director – Digital Sales, Service and Adoption

3:30 PM - 4:15 PM Southern Charm Networking and Refreshment Break In The Innovation Lab

Indulge your southern comfort food cravings and chat with other attendees about the sessions you've just attended.

4:15 PM - 4:35 PM Keynote Presentation - Becoming Consultative: The Role of Personal Finance Management Services

Holly Hines, SVP, Head of Brand and Customer Experience Innovation, Huntington National Bank
In the case of traditional PFM applications, customers seemingly agree that they’re a good idea, one that is streamlined and easier to use than most mass market personal finance management applications. The consensus has not, however, reached a point where an average consumer is able to see the immediate value in utilizing these tools. Hear how can financial institutions are integrating PFM technology within their mobile and online platforms.
•Thinking about the role of PFM’s in educating the customer
•Reaching the customers that may be intimidated by the tools
•Removing potential barriers for adoption of these tools
•Examining ways in which financial institutions can be truly consultative


Holly Hines

SVP, Head of Brand and Customer Experience Innovation
Huntington National Bank

4:35 PM - 5:00 PM Closing Keynote Panel - Build v. Buy: Shaping Your Customer Experience With Solution-Based Tools

Lonnie Talbert, COO, Southwest Capital Bank Catherine Zhou, EVP, Head of Consumer Banking, East West Bank Vivian Yeung, Chief Digital Technology Officer, Fremont Bank
Customer experience should always be a top priority regardless of the size of the organization or how digitally fit they are. Technology helps to shape an optimal customer experience. But how should you acquire new technology? This leads to the build v. buy debate and whether it is more advantageous to build technology in-house or to outsource. We’ll hear from executives on both sides of the debate in this lively session.
•Looking at the decision making process for building technology in-house versus buying and integrating into your current systems
•Analyzing the benefits and/or pitfalls of building in-house
•Thinking about your size and resource capabilities when evaluating build vs. buy
•Staffing appropriately depending on your decision surrounding technology implementation


Lonnie Talbert

Southwest Capital Bank

Catherine Zhou

EVP, Head of Consumer Banking
East West Bank

Vivian Yeung

Chief Digital Technology Officer
Fremont Bank

5:00 PM - 5:45 PM Interactive Roundtables

Join us for peer-led small group discussions that will facilitate meaningful idea exchanges and networking

Topic 1: Optimizing Your Digital Team - The Evolution of Digital Skills – Hosted by Aquent
Topic 2: Creating A Self-Funding Digital Model Through Customer Communications– Hosted by Quadient
Topic 3: Identifying Effective User Authentication Tools To Keep Your Customer’s Data Safe - Hosted by CompuCom
Topic 4: Innovations In Card Management
Topic 5: Maintaining Relevance In Social Media In A Regulated Industry

5:45 PM - 6:45 PM Island Oasis Reception

Don’t worry, be happy! Join your friends new and old to relax with a drink or play a game on the lawn after a long day of learning and networking.

6:45 PM - 6:45 PM Conclusion of Day One