Future Digital Finance 2018

March 26-March 27, 2018

Amelia Island, Fl

Contact Us: 1.888.482.6012

Day Two – Data, Artificial Intelligence, And Customer Experience

7:15 AM - 7:35 AM Women in Digital Banking Private Breakfast

This wonderful networking opportunity is worth the early wake up call. Meet your peers, share ideas and make meaningful new connections with women leaders in digital banking.

7:35 AM - 7:55 AM Breakfast In The Innovation Lab

7:55 AM - 8:00 AM Welcome Remarks & Benchmarking Survey

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

8:15 AM - 8:35 AM Keynote Presentation – Understanding The Future Of Blockchain Technology Use In Financial Services

Moiz Kohari, SVP, Chief Technology Architect, State Street
One of the biggest questions currently out there is: how will the Blockchain affect financial services? Education and understanding of the technology is quite low, creating conflicting ideas regarding the implications of its use. A lot of what we’re seeing is people trying to shoehorn Blockchain into supporting existing tech, but this is maybe the wrong approach. When it comes to Blockchain technology understand what you need to know to better grasp the ongoing conversation.
•Thinking about the evolution of financial services and the potential role that Blockchain will play
•Defining a blueprint for Blockchain implementation
•Looking for organizations where Blockchain innovation is occurring
•Using Blockchain to rebuild legacy systems and solutions tools


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Moiz Kohari

SVP, Chief Technology Architect
State Street
Consumers have become increasingly accustomed to digital channels, but the foundation of traditional banking is having a one-on-one interaction. Financial decisions are deeply personal and often require careful hand holding. How will artificial intelligence and machine learning play a role in this as the technology becomes more integrated into the fabric of the industry?

•Thinking about ways that a computer can recreate human-like empathy
•Reducing the friction inherent in human to computer interactions
•Optimizing the customer experience using personalization
•Identifying the ways in which a customer wants to be engaged
•Using artificial intelligence to recreate human interactions in digital channels


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Driss Temsamani

Region Head of Digital Channels & Enterprise Banking
Citi
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Thoedora Lau

Director of Marketing Innovation
AARP
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Kevin Boyd

Director – Digital Sales, Service and Adoption
Scotiabank

9:00 AM - 9:25 AM Keynote Fireside Chat - Looking At Strategies To Increase Digital Wallet Adoption

John Kelly, SVP Payment Products and Services, Pentagon Federal Credit Union
The use of cash and checks can cost banks up to 5 billion dollars annually, but the alternative, digital wallets, present some challenges. The foundation is there, but technology implementation internally and low user adoption rates continue to be hurdles. How can financial institutions successfully incorporate digital wallets into their business model and offer something differentiated? Experts will talk about their tips and tricks for increasing usage of digital wallets.
•Simplifying the digital wallet “message” for costumers
•Identifying the right opportunities to move the needle and increase customer adoption
•Thinking about personalization, such as loyalty rewards and benefits, within digital wallets
•Partnering with the right merchants to share data in order to personalize the experience for the customer
•Avoiding serious pitfalls such as “app fatigue”


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John Kelly

SVP Payment Products and Services
Pentagon Federal Credit Union

9:25 AM - 9:45 AM Keynote Presentation - Building a Customer Journey Agile Organization

Rebecca Wooters, Global Head of Cards Customer Experience and Digital Strategy, Citi
Hear from a top Citibank executive on ways they have improved the customer journey.

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Rebecca Wooters

Global Head of Cards Customer Experience and Digital Strategy
Citi

9:45 AM - 10:35 AM Morning Jolt: Refreshment And Networking Break In The Innovation Lab

Kick off Day Two by grabbing a burst of energy at our caffeine station in the exhibit hall. Make sure you meet someone you didn't on Day One!

10:35 AM - 10:55 AM Keynote Presentation - Being Contextually Relevant To Your Customer At All Times

Kevin Karrels, SVP - Digital Channel Strategy, First Tennessee Bank
Traditionally banks have expected the customer transact with them in whatever way they made available. But the prevalence of digital services has caused a shift – customers’ tolerance to go to a different destination is pretty much gone. This session will cover what banks can do to ensure that their relationship with the customer evolves along with technology and expectations.
•Being available to your customer in their desired channel
•Understanding the circumstances in which a customer needs and wants to interact with their financial institution
•Identifying trigger points when institutions should interact and reach out to customers
•Thinking about ways that financial institutions can act on their customer’s behalf and in their best interest


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Kevin Karrels

SVP - Digital Channel Strategy
First Tennessee Bank

10:55 AM - 11:25 AM Keynote Case Study Revolution - Getting The Most Out Of Mobile Banking Applications

Brook McGinnis, Vice President / Senior Product Manager – Digital Banking and Payments, First Commonwealth Financial Corporation
With more mobile devices in existence than there are people, the growth of mobile banking shows no signs of slowing down. Customers no longer want to rely solely on online banking when the option exists of carrying their bank in their pocket. Hear from leading players on the biggest mobile banking challenges.
•Laying out a strategy for implementation
•Identifying the best method to authenticate: Touch ID , facial recognition, voice recognition, eye verification
•Incorporating functionality enhancements to create customer engagement
•Dedicating the proper staffing resources to maintain mobile banking system
•Laying the roadmap to making mobile banking work effectively for your customer


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Brook McGinnis

Vice President / Senior Product Manager – Digital Banking and Payments
First Commonwealth Financial Corporation

11:25 AM - 11:35 AM Keynote Presentation

Learn about game-based marketing & training during this keynote session, presented by Launchfire

11:35 AM - 11:55 AM Keynote Presentation - A Bank with No Boundaries: The Rise of the Traditional Online Bank

Kenny Moyer, VP/Director of Operations, MemoryBank
The banking industry, like many other industries, is undergoing significant transformation to its business model as a result of rapidly changing technologies and shifts in consumer behaviors. There are many examples that show the winners and losers of industry transformations are predicated on the abilities to adapt quickly and meet customers where, when, and how they want. Pure location geography no longer matters. In this session, you will learn how a bank of any size can prepare, think bigger, and start making the changes to compete on a national scale.
•Making the decision to expand your digital footprint
•Operationalizing your resources effectively
•Marketing your business to today’s banking consumer


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Kenny Moyer

VP/Director of Operations
MemoryBank

General Session

11:55 AM - 12:15 PM Keynote Presentation - How Community Banks Create Seamless Customer Journeys Through Various Digital Platforms

Misti Mostiller, EVP, Director, Consumer Strategy & Innovation, Extraco Banks
•Looking at the ways midtier banks compete in digital channels
•Expanding the functionality of your mobile and online platforms to create seamless interactions
•Providing customer service and account access outside of banking hours
•Looking at the right digital tools to educate the customer
•Making sure third party tools are appropriate for your customer base
•Proving the ROI of technology enhancements


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Misti Mostiller

EVP, Director, Consumer Strategy & Innovation
Extraco Banks

General Session

12:15 PM - 12:25 PM Innovation Spotlight - Cryptocurrencies: Going Beyond Just Nickels and Dimes

Alternative payment rails, such as bitcoin and ethereum, have been one of the major forces helping to evolve the payments space. However, there is still a tremendous amount of uncertainty surrounding cryptocurrencies and adoption thus far has been low. What will alternative currencies look like in 5 years? Hear experts discuss cryptocurrencies and how seriously to take these payment methods.
•Examining the implications of cryptocurrencies in the role played by financial institutions in the lives of their customers
•Thinking about who is best served to invest in cryptocurrency technology
•Looking at ways in which dominant payment methods may be impacted


General Session

12:25 PM - 12:45 PM Guest Speaker Keynote - Fostering FinTech: Arizona’s Proposed Regulatory Sandbox

Paul Watkins, Division Chief, Civil Litigation, Office of the Attorney General – Arizona
Innovative financial regulators around the world are implementing regulatory sandboxes to foster innovation, attract capital, and improve consumer choice. To date, the United States has lagged behind. This session will review Arizona’s proposed, first-in-the-U.S. regulatory sandbox: how it works, how it compares to other sandboxes around the world, and whether this approach can be utilized by other state and federal regulatory authorities.

•Reducing regulatory barriers to entry for FinTech innovators
•Utilizing FinTech as both emerging and mature companies
•Joining other innovative financial markets such as the United Kingdom and Abu Dhabi
•Testing FinTech products before seeking licensure.


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Paul Watkins

Division Chief, Civil Litigation
Office of the Attorney General – Arizona

Invitation Only

11:55 AM - 12:15 PM Invite Only SVP/C-Level Think Tank

Exclusive, invitation-only small group discussion in a private room, for our most senior-level attendees (C-suite executives). Connect with peers to hear lessons learned and success stories and make new connections to benchmark your digital strategies for years to come.

12:45 PM - 1:35 PM Lunch for All Attendees

General Session

1:35 PM - 1:40 PM Chairperson’s Opening Remarks

General Session

1:40 PM - 2:10 PM Case Study Revolution - Creating A Mobile App Experience That Reflects The Needs Of your Customer

Peter Marsden, Director Mobile Development, Charles Schwab
Customer experience optimization is central to the success of mobile applications. Those involved in mobile development must continually find ways to provide a consistent experience. But as more mobile applications become available, financial institutions need to go above and beyond that utility.
•Thinking of a client in a more holistic way in order to provide a better experience
•Reducing friction within the app and making the experience across platforms consistent and seamless
•Embracing the functionality of your mobile application to meet specific customer needs
•Looking at the challenge of “web thinking” and driving product strategy to pivot in that direction
•Illustrating the concept of the device to regulators and policy makers
•Understanding the hardware to implement the right features


Peter Marsden

Director Mobile Development
Charles Schwab

General Session

2:10 PM - 2:20 PM Innovation Spotlight - Reviewing The Implementation Of Virtual Reality In A Meaningful Way For Your Customers

Virtual reality completely engrosses a potential user in a new environment, presenting opportunities to engross and engage them in ways we’ve never seen before. Understand the realistic implementations of virtual reality in the financial services space by attending this session.
•Examining how VR can replace one-on-one interactions as banks begin to consolidate their branches
•Analyzing the barriers for implementation of VR
•Thinking of VR as an educational tool for the customer first and foremost
•Finding the best way to use this technology to support adoption by your customers and clients


It’s important for financial institutions to do a better job of understanding their customer. User experience teams are faced with the challenge of both adapting to changes in the business while adapting to the changing needs and expectations of their customers. In this session you’ll learn how you can provide your customer with an innovative experience while scaling appropriately and effectively.
•Asking the right questions: Who is the end user? What is the end user trying to do? What if we did things differently?
•Understanding the technical side of the decision making process
•Removing internal communication barriers in order to execute on your digital strategy
•Differentiating UX strategy for customer sets to better service each group


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Sean Greenfield

Executive Director, Customer Experience - Mobile & Web
JP Morgan
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Ryan Page

Senior Director, Digital Design
Capital one
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Eduardo Matamoros

Design Director
USAA
Innovations in customer experience are beginning to extend past traditional spaces. Executives in areas such as payments now also see the upside of putting the customer first. Hear from leaders in the payment and customer services spaces talk about how these two can work in cohesion.
•Creating a product with your customer’s needs at the forefront
•Taking an existing innovative space and adjusting its focus to fit your client base
•Leveraging your internal skillset to put your company in front of your desired clients


David Mitzenmacher

VP, Client Experience
ADP

Kristin Walle

VP, Global Money Movement & Compliance, Implementation & Client Experience
ADP

Interactive Roundtable Track: For Financial Services Executives Only

1:40 PM - 2:20 PM Incorporating Emerging Technology Into The Credit Union Space

Thomas Novak, Director of Digital Banking, Visions Federal Credit Union
Members join credit unions for very specific reasons, creating an environment where their needs and expectations are inherently the top most priority. When looking at which technologies to implement, credit unions must look at the tools and strategies that will be a gain for both the company and its members. In this session you’ll hear from credit union executives on the best practices they put in place when deciding how best to evolve their organization.

Hosted by: Thomas Novak, Director of Digital Banking, Visions Federal Credit Union


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Thomas Novak

Director of Digital Banking
Visions Federal Credit Union

Interactive Roundtable Track: For Financial Services Executives Only

2:20 PM - 3:05 PM Understanding Financial Inclusion: Serving The Underbanked

Nav Khanna, EVP of Strategy & Innovation, Travis Credit Union
There is a significant portion of the population who cannot get a bank account. These customers are potentially a huge opportunity – to acquire new customers, help them develop solid financial habits, and obtain loyal customers.

Hosted by: Nav Khanna, EVP of strategy & Innovation, Travis Credit Union


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Nav Khanna

EVP of Strategy & Innovation
Travis Credit Union

3:05 PM - 3:45 PM Sweet Treat: Final Networking Break

This is your last chance! Make new connections and enjoy pastries, desserts, and beverages.

3:45 PM - 4:05 PM Closing Keynote Presentation - Leveraging Data Innovation

Hemal Gandhi, Director, Data Engineering, Capital One
During the last few years, being data driven is a top priority for organization success. Becoming data driven requires the right combination of organizational data culture, governance process, and a scalable data platform. With data technology landscape changing so fast that organizations are facing lot of challenges with business implementation and keeping up with emerging technology innovation. During the session, we will present few emerging trends in big data technology landscape, and possible approaches to leverage the on-going innovation.
•Evaluating the process framework to help leverage on-going data innovation.
•Analyzing emerging data technology trends
•Applying the evaluation process framework to one of the emerging trends


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Hemal Gandhi

Director, Data Engineering
Capital One

4:05 PM - 4:35 PM Closing Keynote Revolution - Reviewing The Upside of Real Time Payments

Dan Williams, VP, Head of Product Development, Payments Division, Fifth Third Bank
The payments space is quickly evolving and many questions loom around their future. Will they become a blend of wire and ACH payments? Hear from industry leaders on how they are prioritizing the role of digital in real time payments and their use cases that are getting real, tangible traction.
•Thinking about the benefits of having heavier remittance information
•Analyzing approaches to real time payment roadmaps
•Learning how players within the industry are thinking of use cases and points of use that will actually materialize
•Examining how to prioritize digital as well revenue opportunities


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Dan Williams

VP, Head of Product Development, Payments Division
Fifth Third Bank
There are many ways to better personalize your digital channels. Financial institutions have large amounts of data that need to be segmented in order to engage customers in a timely and relevant way. At the same time, you must leverage your existing data to increase relevancy. Understand how to use data to better serve both existing and prospective customers.
•Delivering digital marketing messages to segmented audiences using a single platform
•Identifying and leveraging one to one messaging opportunities where applicable
•Using your data efficiently to drive customer engagement across multiple channels
•Creating marketing experiences that reflect and acknowledge who the customer is without being intrusive
•Leveraging enhanced reporting and targeting opportunities


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Tamra O'Donnell

SVP, Director Corporate Marketing
Canandaigua National Bank & Trust

Tuck Ross

SVP Digital Marketing
BBVA Compass
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Ann Hynek

Executive Director, Head of Digital Content Marketing
Morgan Stanley

5:05 PM - 5:05 PM Conclusion of Day Two and Future Digital Finance 2018