Future Digital Finance 2020

March 09 - 10, 2020

Hyatt Regency Miami, FL

Day One – Monday, March 9 Next Gen Digital Transformation and Innovation

7:00 am - 8:00 am Registration and Networking Breakfast

7:00 am - 8:00 am Private Breakfast

7:00 am - 8:00 am Private Breakfast

8:00 am - 8:10 am Welcome Remarks & Ice Breaker

Olga Rodriguez, Program Director at Future Digital Finance

Olga Rodriguez

Program Director
Future Digital Finance

8:10 am - 8:25 am Chairperson’s Opening Remarks

Craig McLaughlin, Founder and President at Extractable

Craig McLaughlin

Founder and President
Extractable

8:25 am - 8:50 am Keynote Fireside Chat - The C-Suite Perspective: Creating A Culture Of Innovation

Dinesh Chopra, Chief Strategy Officer for Ally Financial dives into innovation strategies that will move your organization into the future. In his role at Ally, Chopra has been tasked with furthering Ally’s position as a leader in digital financial services. Leave this keynote session armed with the tools to be not only innovative, but transformative.
•Understanding how innovation will set your organization apart from the competition. 
•Fostering internal behaviors that promote creativity and innovation
•Giving your team the room to be flexible and autonomous 
•Creating internal conditions that are conducive to innovation

Dinesh Chopra, Chief Strategy Officer at Ally

Dinesh Chopra

Chief Strategy Officer
Ally

The disruption and the influence of industries such as retail and Big Tech continue to make innovation crucial for the financial services industry. Organizations have to take advantage of data, analytics, and emerging technologies in order to keep up with fierce competition and to be future-ready. They have to rethink the traditional banking model to be more customer-centric and to offer experiences powered by advanced technologies such as artificial intelligence, machine learning, and automation. This keynote panel will give you insights from some of the industry’s most innovative leaders. Speakers like Patrick Kelly, First Horizon National’s Chief Digital Officer, will talk about:
•Understanding the types of innovation and digital tools you should invest in to keep up with competition 
•Developing meaningful levels of personalization using data and analytics 
•Working alongside risk and compliance departments to keep customer information safe while pushing innovation forward 
•Shaping innovative experiences that add value to the customer and secure your organization’s future

Patrick Kelly, Chief Digital Officer at First Horizon Bank

Patrick Kelly

Chief Digital Officer
First Horizon Bank

Käthe Anchel, EVP And Head Of Innovation at Umpqua Bank

Käthe Anchel

EVP And Head Of Innovation
Umpqua Bank

Daniel Daszkiewicz, Chief Innovation Officer at Alior Bank

Daniel Daszkiewicz

Chief Innovation Officer
Alior Bank

Douglas Brown, Senior Vice President and General Manager at NCR Digital Banking

Douglas Brown

Senior Vice President and General Manager
NCR Digital Banking

9:20 am - 9:45 am Keynote Solo Presentation - Becoming A Digitally-Enabled Relationship Bank

Following its purpose to help clients thrive and communities prosper, Royal Bank of Canada (RBC) is transforming into a digital-first, tech-enabled company. With over 86,000 employees and a long legacy, this is more than an organizational challenge - it’s a mindset shift. In this presentation, Martin Wildberger, EVP, Technology & Innovation, RBC will highlight RBC’s journey to fundamentally change how they work, evolving into an insight-driven organization that focuses on:
•Exceptional client experiences
•Operational excellence and industry-leading cyber security
•Building a workforce of the future

Martin Wildberger, EVP, Innovation and Technology at RBC

Martin Wildberger

EVP, Innovation and Technology
RBC

9:45 am - 10:35 am Morning Networking Break

Shaping effective web experiences that are up to date and have the features your customer needs is a large part of creating a seamless customer journey. Hear from a panel of industry experts, such as Denise Henn who has been instrumental in developing and launching new capabilities at PNC, including email marketing, search engine optimization and social media. Here you’ll learn about:
•Using surveys to analyze the features and functionalities that  your customers want from your website 
•Identifying fracture points in the customer journey that are causing abandonment  
•Creating a tailored and customized web experience that is streamlined and makes it easy for customers to find what they need 
•Looking at the browsing behavior of your customers on your site to customize their experience
•Understanding how you can improve digital experiences to meet the needs of today’s consumer

Denise Henn, SVP, Digital Experience Group Manager at PNC Bank

Denise Henn

SVP, Digital Experience Group Manager
PNC Bank

Ernesto Boada, Chief Technology Officer at Western Union

Ernesto Boada

Chief Technology Officer
Western Union

Bill Fink, Executive Vice President, Chief Lending officer & Head of Credit Management, US Commercial Banking at TD Bank

Bill Fink

Executive Vice President, Chief Lending officer & Head of Credit Management, US Commercial Banking
TD Bank

11:00 am - 11:20 am Keynote Client Case Study - It's The Culture, Stupid [Banking Transformation]

Transformative technology needs a receptive culture to succeed. But this provides an opportunity that’s bigger than merely implementing a new product or service. An entire culture shift can take place, one that moves large financial organizations towards a more agile state of mind. We’ll examine how banks can innovate by adopting a more startup-like approach, where failure isn’t frowned upon but embraced. This approach acts as a catalyst for banks so that they can better meet future challenges.
 
You can’t just upgrade tech, you need to upgrade culture as well; if one surpasses the other, digital transformation will fail. Adopting new technologies means adopting a new working culture, a new attitude to innovation, agile working and implementation. Jouk Pleiter, CEO of Backbase, will include tangible examples of where this has succeeded in the past, providing our audience valuable insights for their own organizations. 
Jouk Pleiter, CEO and Co-Founder at Backbase

Jouk Pleiter

CEO and Co-Founder
Backbase

Many FIs have launched innovation labs to enhance their ability to collaborate with fintech companies. However, effective collaborations are not always an easy task. For some FIs, partnering with fintechs comes with a culture shock, and both groups needs to be sure that their goals are aligned. Hear from speakers such as Melissa Carmichael, whose responsibility it is to build Bremer’s engagement within both the FinTech and AgTech ecosystems; and Johnson Cook, a  serial entrepreneur, Co-Founder and President & Greenlight Financial Technology. These speakers will tackle the important relationship between financial services and fintech. 
•Understanding how to overcome the organizational challenges that are part of fintech/bank partnerships
•Taking through the implications of fintech’s lack of regulation   
•Looking at how the benefits of fintech partnerships can outweigh the obstacles

Melissa Carmichael, Vice President, Strategy & Innovation at Bremer Bank

Melissa Carmichael

Vice President, Strategy & Innovation
Bremer Bank

Johnson Cook, President/COO at Greenlight Financial

Johnson Cook

President/COO
Greenlight Financial

Mayank Mishra, Managing Director, Global Head Of Digital Channels at Citi

Mayank Mishra

Managing Director, Global Head Of Digital Channels
Citi

Daniel Sanford, VP, Digital Strategy And Innovation at Wells Fargo

Daniel Sanford

VP, Digital Strategy And Innovation
Wells Fargo

11:40 am - 12:00 pm Keynote Client Case Study Featuring Bold360 by LogMeIn

In this session our speaker will take a deep dive into how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. You’ll learn the importance of people and companies connecting and engaging with their workplace, colleagues, customers and products anywhere, anytime.

12:00 pm - 12:20 pm Special Out Of Industry/Guest Speaker Keynote Presentation - Scoring A Touchdown With Your Customers: Understanding The Importance Of Customer-Centricity For Seamless and Engaging Experiences

You asked for it and we’re delivering! FDF 2020’s special out of industry speaker is Kansas City Chiefs Director of Fan Experience Jayne Martin who serves as the internal “voice of the fan”. She translates their needs internally to help shape the best possible experience across many different touch points. This special presentation will showcase how Jayne is able to understand the customer journey and ensure every interaction is optimized to keep fans returning. This session will show you how an exciting industry is revolutionizing the customer experience so you can do the same for your organization!
Jayne Martin, Director of Fan Experience at Kansas City Chiefs

Jayne Martin

Director of Fan Experience
Kansas City Chiefs

12:20 pm - 12:40 pm Bank Tank

The FinTech community is a hotbed for innovation and the sheer volume of tools and solutions being developed can seem overwhelming at times. In this all new Future Digital Finance session we’ve invited emerging FinTech innovators to showcase their promising disruptive technologies. Each company will have 5 minutes to share their technology and 5 minutes of Q&A time. Audience members will vote for their favorite through the event app! 
David Nohe, CEO at FinGoal

David Nohe

CEO
FinGoal

12:40 pm - 1:30 pm Lunch For All Attendees

12:40 pm - 1:30 pm Private Lunch – Hosted by Bold360 by LogMeIn

12:40 pm - 1:30 pm Private Lunch

Concurrent Sessions

Customer Experience Optimization

Track A

1:30 pm - 1:40 pm Chairperson’s Opening Remarks
Emerging Technologies And Payments

Track B

1:30 pm - 1:40 pm Chairperson’s Opening Remarks

Interactive Track

1:30 pm - 3:25 pm “Bird Of A Feather” Roundtables
These interactive roundtables will bring together financial services executives with similar challenges. They will have the opportunity to tackle their biggest technology hurdles and learn best practices from one another.

This session is only open to financial services executives.
1.Fintech Partnerships for Community And Regional Banks
2.Implementing Agile At Your Credit Union – Hosted by Michael O’Reilly, Vice President Digital Delivery & Operations Technology, VyStar Credit Union
3.The Next Generation of Payments

Michael O’Reilly, Vice President Digital Delivery & Operations Technology at VyStar Credit Union

Michael O’Reilly

Vice President Digital Delivery & Operations Technology
VyStar Credit Union

VIP Think tank

1:30 pm - 3:25 pm VIP Think tank
 A solutions focused meeting providing Heads of Digital and Innovation the opportunity to address a specific concern in the privacy of a closed-door session. This is a great opportunity to network and learn from industry peers that are facing the same challenges and opportunities.

1:40 pm - 2:00 pm Solo Presentation - Understanding The Value That Journey Mapping Can Add To Digital Transformation

Although customer journey mapping process can be different for every FI, at root it’s really about understanding the data you’re gathering and identifying areas in the customer journey that need to be improved. In this session you’ll hear from Tricia Surzgot, 2017’s CMO Of The Year. Tricia is leading transformation of the brand, experience, culture and retail and digital strategy at FCFCU and she’ll be talking to you about: 
•Using journey mapping to develop a 360 degree view of your customers’  journey
•Making sure the necessary internal  stake holders have buy-in into your journey mapping in order to pull in the data you need from different areas in your organization
•Showing the ROI of journey mapping in order to have support from senior leadership
•Understanding the evolutionary nature of journey mapping 
•Adding customer journey mapping to your digital transformation to shape experiences according to customer preferences 

Tricia Szurgot, Chief Member Experience & Marketing Officer, Head Of Corporate Social Responsibility at First Commonwealth Federal Credit Union

Tricia Szurgot

Chief Member Experience & Marketing Officer, Head Of Corporate Social Responsibility
First Commonwealth Federal Credit Union

1:40 pm - 2:00 pm Fireside Chat – The Next Frontier Of Payments

Innovations in faster payments promise to transform commerce for businesses and consumers. Payments are the most frequent interaction between customers and FIs, and enriching this process will strengthen the FI and customer relationship. Our speaker Donna Embry is the SVP of Global Payments Strategy for Evolve Bank & Trust and has 53 plus years in the payments industry. She will take a deep dive into the future of payments and the implications of upending this system. 
•Using faster payments to provide better customer experiences and streamlined operations 
•Understanding the new opportunities, such as avoiding late fees and bills, facilitating invoice processing, and avoiding delays in financial transactions, that FIs will be able to provide customers 
•Overcoming challenges associated with making faster payments a reality 

Donna Embry, SVP, Global Payments Strategy at Evolve Bank & Trust

Donna Embry

SVP, Global Payments Strategy
Evolve Bank & Trust

These interactive roundtables will bring together financial services executives with similar challenges. They will have the opportunity to tackle their biggest technology hurdles and learn best practices from one another.

This session is only open to financial services executives.
1.Fintech Partnerships for Community And Regional Banks
2.Implementing Agile At Your Credit Union – Hosted by Michael O’Reilly, Vice President Digital Delivery & Operations Technology, VyStar Credit Union
3.The Next Generation of Payments

Michael O’Reilly, Vice President Digital Delivery & Operations Technology at VyStar Credit Union

Michael O’Reilly

Vice President Digital Delivery & Operations Technology
VyStar Credit Union

1:30 pm - 3:25 pm VIP Think tank

 A solutions focused meeting providing Heads of Digital and Innovation the opportunity to address a specific concern in the privacy of a closed-door session. This is a great opportunity to network and learn from industry peers that are facing the same challenges and opportunities.

2:00 pm - 2:10 pm Client Case Study

2:10 pm - 2:20 pm Client Case Study

2:00 pm - 2:20 pm Client Case Study – Presented by Q5ID

These interactive roundtables will bring together financial services executives with similar challenges. They will have the opportunity to tackle their biggest technology hurdles and learn best practices from one another.

This session is only open to financial services executives.
1.Fintech Partnerships for Community And Regional Banks
2.Implementing Agile At Your Credit Union – Hosted by Michael O’Reilly, Vice President Digital Delivery & Operations Technology, VyStar Credit Union
3.The Next Generation of Payments

Michael O’Reilly, Vice President Digital Delivery & Operations Technology at VyStar Credit Union

Michael O’Reilly

Vice President Digital Delivery & Operations Technology
VyStar Credit Union

1:30 pm - 3:25 pm VIP Think tank

 A solutions focused meeting providing Heads of Digital and Innovation the opportunity to address a specific concern in the privacy of a closed-door session. This is a great opportunity to network and learn from industry peers that are facing the same challenges and opportunities.

2:20 pm - 2:50 pm Panel Discussion Remix – Implementing Conversational Banking Strategies To Increase Customer Engagement

Advances in AI and the increase of mobile usage have caused FSI’s to rethink the way they communicate with their customers. However, digital communication is still a relatively new initiative and FSI’s are looking to understand how customers want to be interacted with and the most effective ways that can be accomplished. In this session you’ll learn about conversational banking and how it can improve customer experiences and increase their engagement with your brand. 
•Implementing a conversational banking platform that is easy for your customers to connect to on any device 
•Keeping your customer’s transactions secure while providing them with personalized experiences 
•Thinking about how to work with third parties to create conversational banking strategies that use natural language and are not “phrase driven” 
•Using conversational banking to help your team members better address your customers’ pain points
•Leveraging conversational banking to better engage with your customers

Teralea Monroe, VP of Innovation at FinWise Bank

Teralea Monroe

VP of Innovation
FinWise Bank

Jennifer Platt, Enterprise Portfolio Manager, Vice President Enterprise Agility at Suncoast Credit Union

Jennifer Platt

Enterprise Portfolio Manager, Vice President Enterprise Agility
Suncoast Credit Union

Many of today’s customers are visiting financial services websites via their mobile devices, but this wasn’t the case when many of these sites were initially created. What features does your website need in order to provide your customers with a seamless experience on any device?  In this session we’ll talk about:
•Designing your site with a mobile-first mentality to provide consistent experiences on different channels 
•Decreasing page load speed to prevent pain points for your customer
•Providing your customer with the information they need during different web touch points 
•Making sure the customer journey is seamless at every online touch point 
•Designing a site that meets your customer’s expectations and drives engagement and traffic  

Chris Barlow, VP of eBanking at Webster Financial

Chris Barlow

VP of eBanking
Webster Financial

Dipanjan Das, Senior Director; Head of Consumer Lending and Cross-Buy, Retail and Direct Bank at Capital One

Dipanjan Das

Senior Director; Head of Consumer Lending and Cross-Buy, Retail and Direct Bank
Capital One

Lonnie Talbert, Chief Operating Officer at Southwest Capital Bank

Lonnie Talbert

Chief Operating Officer
Southwest Capital Bank

Rob Maretsky, VP - Digital Services at Partners Federal Credit Union

Rob Maretsky

VP - Digital Services
Partners Federal Credit Union

These interactive roundtables will bring together financial services executives with similar challenges. They will have the opportunity to tackle their biggest technology hurdles and learn best practices from one another.

This session is only open to financial services executives.
1.Fintech Partnerships for Community And Regional Banks
2.Implementing Agile At Your Credit Union – Hosted by Michael O’Reilly, Vice President Digital Delivery & Operations Technology, VyStar Credit Union
3.The Next Generation of Payments

Michael O’Reilly, Vice President Digital Delivery & Operations Technology at VyStar Credit Union

Michael O’Reilly

Vice President Digital Delivery & Operations Technology
VyStar Credit Union

1:30 pm - 3:25 pm VIP Think tank

 A solutions focused meeting providing Heads of Digital and Innovation the opportunity to address a specific concern in the privacy of a closed-door session. This is a great opportunity to network and learn from industry peers that are facing the same challenges and opportunities.

2:50 pm - 3:00 pm Client Case Study

2:50 pm - 3:00 pm Client Case Study

These interactive roundtables will bring together financial services executives with similar challenges. They will have the opportunity to tackle their biggest technology hurdles and learn best practices from one another.

This session is only open to financial services executives.
1.Fintech Partnerships for Community And Regional Banks
2.Implementing Agile At Your Credit Union – Hosted by Michael O’Reilly, Vice President Digital Delivery & Operations Technology, VyStar Credit Union
3.The Next Generation of Payments

Michael O’Reilly, Vice President Digital Delivery & Operations Technology at VyStar Credit Union

Michael O’Reilly

Vice President Digital Delivery & Operations Technology
VyStar Credit Union

1:30 pm - 3:25 pm VIP Think tank

 A solutions focused meeting providing Heads of Digital and Innovation the opportunity to address a specific concern in the privacy of a closed-door session. This is a great opportunity to network and learn from industry peers that are facing the same challenges and opportunities.

3:00 pm - 3:25 pm Fireside Chat Remix -Increasing Employees’ Digital Engagement In Order to Reach The Next Level Of Customer Adoption

In order for customers to truly reap the benefits of digital, your “on the ground” employees need to be the evangelists of your digital initiatives, but a knowledge gap can exist. John Todd, SECU’s Digital AVP, has spent the past 10 years in financial services changing the way companies engage with customers digitally. He’ll address this gap and will help you better understand how it can be solved.
•Getting employees to understand how they will benefit from understanding your digital tools
•Understanding what types of tools are available to increase employee engagement and education
•Looking at the ways in which employee engagement will lead to higher customer adoption and satisfaction 
John Todd, AVP, Digital at SECU Credit Union

John Todd

AVP, Digital
SECU Credit Union

3:00 pm - 3:25 pm Case Study - Using Cloud Technology In A Regulated Environment

Much of the innovation that the finance industry wants to see happen is bound by risk and compliance constraints. But how are truly innovative organizations working alongside their risk and compliance teams to roll out digital tools that wow their customers? Our speaker, Patrick Kelly, formerly at USAA, is now Chief Digital Officer at First Horizon National and focuses on the bank's online and mobile platforms. He’ll be taking a close look at cloud technology, cloud trends, and the strategies that some organizations have used to work alongside internal stakeholders and technology partners.
•Building a meaningful relationship with your risk departments in order to have an on-going conversation about cloud technology as it evolves 
•Understanding what kinds of data can live in the cloud and what kinds can remain on premise
•Looking at ways that cloud technology can help you better serve your customer 
Patrick Kelly, Chief Digital Officer at First Horizon Bank

Patrick Kelly

Chief Digital Officer
First Horizon Bank

These interactive roundtables will bring together financial services executives with similar challenges. They will have the opportunity to tackle their biggest technology hurdles and learn best practices from one another.

This session is only open to financial services executives.
1.Fintech Partnerships for Community And Regional Banks
2.Implementing Agile At Your Credit Union – Hosted by Michael O’Reilly, Vice President Digital Delivery & Operations Technology, VyStar Credit Union
3.The Next Generation of Payments

Michael O’Reilly, Vice President Digital Delivery & Operations Technology at VyStar Credit Union

Michael O’Reilly

Vice President Digital Delivery & Operations Technology
VyStar Credit Union

1:30 pm - 3:25 pm VIP Think tank

 A solutions focused meeting providing Heads of Digital and Innovation the opportunity to address a specific concern in the privacy of a closed-door session. This is a great opportunity to network and learn from industry peers that are facing the same challenges and opportunities.

3:25 pm - 4:10 pm Afternoon Networking Break

3:25 pm - 4:10 pm Private Tasting

There are many factors that can influence your customer’s experience, such as operations, process, technology, internal resources, and even the product itself. However, the end goal is to provide your customers with the best experience you can, regardless of all variables that come into play. Join in this keynote session to learn about:
•Getting customer insights that will help you understand how to best personalize their experiences 
•Understanding the benefits and ROI of customer-driven experiences 
•Structuring and leveraging a CX model that will drive customer retention
•Looking at the correlation between high customer engagement and ROI 

Jeannine Cillo, VP, Digital Marketing at Barclays

Jeannine Cillo

VP, Digital Marketing
Barclays

Andres Intriago, SVP/ Digital Channel Manager, Spanish Digital Strategy Lead at Bank of America

Andres Intriago

SVP/ Digital Channel Manager, Spanish Digital Strategy Lead
Bank of America

Richard Charette, AVP – Digital Experience Design at Wells Fargo

Richard Charette

AVP – Digital Experience Design
Wells Fargo

Brianna Elsass, Managing Director, Head of Digital (US) at BMO Financial Group

Brianna Elsass

Managing Director, Head of Digital (US)
BMO Financial Group

Track B Continued

4:10 pm - 4:40 pm Solo Presentation Remix - Using Machine Learning To Support Your Internal Teams: Machine Learning is Here to Help, Not Replace Humans’
Over the next few years, machine learning (ML) will be a regular security and operational practice and will offset skills and staffing shortfalls. Today though, ML is better at addressing smaller, more specific problems. Technology leaders have to understand that humans and machines complement each other and work better together than alone, as ML can assist humans in addressing uncertainty by presenting relevant information. Our speaker, Dr. Grant Jacoby boasts an impressive resume with three masters of science degrees in business administration, information systems, and data-communications as well as two doctorate degrees in software engineering and electrical engineering. He’ll be talking about:
•Discuss the ways machine learning can assist teams and organizations
•How to make the right machine learning choices for your organization
•The future of machine learning

Grant Jacoby, SVP, Director - Strategy, Innovation & Training at Fifth Third Bank

Grant Jacoby

SVP, Director - Strategy, Innovation & Training
Fifth Third Bank

Interactive Track Cont.

4:10 pm - 5:10 pm “Bird Of A Feather” Roundtables
These interactive roundtables will bring together financial services executives with similar challenges. They will have the opportunity to tackle their biggest technology hurdles and learn best practices from one another.

This session is only open to financial services executives.

4:40 pm - 5:10 pm Solo Presentation - Implementing A CX Practice In A Global Enterprise

BNY Mellon is a year and half into their digital transformation journey and are also in the middle of establishing a CX strategy practice to support their robust digital agenda. Martin Lange, BNY’s Director of Client Experience Strategy will be bringing his perspectives on practices, teams, ways of working, and pitfalls and feature examples from his work at the organization.
Martin Lange, Director, Client Experience Strategy at BNY Mellon

Martin Lange

Director, Client Experience Strategy
BNY Mellon

4:40 pm - 5:10 pm Solo Presentation - The Rise of Personal Credit Management

The importance of good (or bad) personal credit has long been acknowledged, however, the overwhelming desire to give consumers back the power to understand, leverage and protect their credit health has lead to the rapid rise of the Personal Credit Management (PCM) category. While asset management tools are abundant, liability resources are scarce, so PCM platform leaders are leveraging technologies, such as artificial intelligence and machine learning, and the valuable resulting data to provide consumers with personalized, actionable insights to better manage their credit health. In this session, Credit Sesame founder/CEO, Adrian Nazari, will take a deep dive into this bustling new category and expound on the following:
•How personal credit management differs from personal finance management
•Understanding how AI/ML are able to help consumers better manage their credit, improve their credit scores and achieve and maintain credit health
•The importance for consumers to access, understand, leverage, and protect their credit

Adrian Nazari, CEO at Credit Sesame

Adrian Nazari

CEO
Credit Sesame

4:10 pm - 5:10 pm “Bird Of A Feather” Roundtables

These interactive roundtables will bring together financial services executives with similar challenges. They will have the opportunity to tackle their biggest technology hurdles and learn best practices from one another.

This session is only open to financial services executives.

5:10 pm - 6:10 pm Welcome Reception

6:10 pm - 6:10 pm End of Day One

Our Sponsors: