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

The first day of the conference delves into innovation and digital transformation case studies, presenting actionable take-aways in an interactive setting with your peers.

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

8:25 am - 8:45 am Keynote Fireside Chat - The C-Suite Perspective: Creating A Culture Of Innovation

Beth Johnson, Chief Experience Officer for Citizens Bank dives into innovation strategies that will move your organization into the future. In her role at Citizens, Johnson has been tasked with furthering Citizens 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

Beth Johnson, Chief Experience Officer at Citizens Financial Group

Beth Johnson

Chief Experience Officer
Citizens Financial Group

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

Daniel Daszkiewicz, Chief Innovation Officer at Alior Bank

Daniel Daszkiewicz

Chief Innovation Officer
Alior Bank

Gururaj Karanth, Principal Architect, Banking & Financial Services at SLK Software

Gururaj Karanth

Principal Architect, Banking & Financial Services
SLK Software

9:15 am - 10:05 am Donut Worry Morning Networking Break

Welcome to Future Digital Finance 2020! Enjoy some donuts and coffee to kick off two days of learning and networking.

10:05 am - 10:30 am Keynote Tonight! Panel - Shaping An Effective Digital Experience For Today’s Evolving Financial Consumer

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

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

Antonina Skrypnyk, Head of Financial Services Lab, Client Partner at Softserve

Antonina Skrypnyk

Head of Financial Services Lab, Client Partner

10:30 am - 10:50 am Keynote Presentation - People-First or Dead Last; Becoming The Bank That People Love.

The clock is ticking. Banks who fail to adopt a people-first approach will soon become obsolete. Jouk Pleiter, Backbase CEO, shares the blueprint on how you can become a bank people love by adopting a digital-first banking platform that empowers you to impact your customers’ daily lives.

While traditional banks have been complacent, focusing on the product instead of people, challenger banks and big tech have picked up the slack, taking customer expectations to new heights. This session will help incumbents gap the bridge with actionable insights that enables them to adopt a people-first approach and deliver innovation at speed through an agile digital banking platform. 

Jouk Pleiter, CEO and Co-Founder at Backbase

Jouk Pleiter

CEO and Co-Founder

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

Johnson Cook


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

Daniel Sanford

VP, Digital Strategy And Innovation
Wells Fargo

Christopher Ford, Partner at Ballard Spahr

Christopher Ford

Ballard Spahr

Nadine Murray, SVP, Strategy at Even Financial

Nadine Murray

SVP, Strategy
Even Financial

11:20 am - 11:40 am Keynote Fireside Chat – How Suncoast is Boosting Agent Success with AI

With so many disparate systems, new engagement channels, and ambitious SLAs, it’s becoming more difficult than ever for front-line employees to deliver great customer experiences. And with the time and effort spent looking for the right information to assist customers, it’s no wonder agents are only spending 41% of their time actually resolving customer issues. As a result, banks and credit unions are adopting AI technology to support employees behind the scenes, making data more accessible and consistent, so employees can be more efficient and deliver better customer experiences. 
Join this fireside chat to hear how Suncoast Credit Union is leveraging Bold360’s AI and live chat technology to help their agents access information faster, reduce inbound tickets, empower agents to learn for future career development, and, most importantly, deliver a better experience for both their members and their agents.  

Erica Mayshar, Manager, Solutions Consulting at Bold360 by LogMeIn

Erica Mayshar

Manager, Solutions Consulting
Bold360 by LogMeIn

Edwin Gonzalez, Internal Experience Manager at Suncoast Credit Union

Edwin Gonzalez

Internal Experience Manager
Suncoast Credit Union

11:40 am - 12:05 pm Special Out Of Industry/Guest Speaker Keynote Fireside Chat - 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

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. Audience members will vote for their favorite through the event app! 
David Nohe, CEO at FinGoal

David Nohe


Christian Zimmerman, CEO & Founder at Qoins

Christian Zimmerman

CEO & Founder

Daniel Boitel

ADOS Invest

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

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

Concurrent Sessions

Track A: Customer Experience Optimization

1:30 pm - 1:40 pm Chairperson’s Opening Remarks
Arun Theivendirarajah, VP of Product at UserMind

Arun Theivendirarajah

VP of Product

Track B: Emerging Technologies And Payments

1:30 pm - 1:40 pm Chairperson’s Opening Remarks
Keri Blanks, Director of Sales at Zest AI

Keri Blanks

Director of Sales
Zest AI

Interactive Track

1:30 pm - 2:05 pm “Bird Of A Feather” Credit Union Roundtable
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.

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

1:40 pm - 2:05 pm Fireside Chat - Innovating And Raising The Credit Union Game

Eric Hepkins became CEO of Cornerstone Credit Union after having lead strategic change initiatives at HSBC. In this session, Eric will talk about his vision for bringing big bank expertise to the credit union world, which he believes is ripe with opportunity. You’ll leave this session with lessons on shaping a quality organization and identifying opportunities for meaningful innovation. 
Eric Hepkins, Chief Executive Officer at Cornerstone CFCU

Eric Hepkins

Chief Executive Officer
Cornerstone CFCU

1:40 pm - 2:05 pm Fireside Chat Remix – 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

1:30 pm - 2:05 pm “Bird Of A Feather” Credit Union Roundtable

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.

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

2:05 pm - 2:15 pm Innovation Spotlight – Achieving Widespread Consumer Adoption Of Your New And Existing Digital Innovations.

As financial institutions become increasingly more digital and push innovation, the race to accelerate digital adoption and improve the customer experience has revved-up.  
While speed to market of innovation remains critical, achieving digital and mobile adoption with customers is setting the leading banks apart. 
  • The key to digital transformation and accelerating digital adoption is making customers more digitally fluent, confident, and enabled.
  • Why banks must focus on getting customers to utilize their existing and new digital technologies to drive ROI and value from their innovation spending.
  • How Horizn platform has helped banks increase mobile adoption by 25%, reduce call center times by 45 seconds, and convert as many as 24% of non-digital customers to digital.
Steve  Frook, VP Sales  at Horizn

Steve Frook

VP Sales

2:15 pm - 2:25 pm Innovation Spotlight - The Digital Shift: Omni-channel Communication for Customer -boarding and Retention

We are still some time away from when financial transactions and managing money will only be virtual. The financial sector experiences a diversity in its customer base like none other, from traditional folks who are set in their ways to millennials and Gen-Z customers who have probably never stepped inside a bank. How does one create both - a consistent user experience for your traditional customer base -and- an easy onboarding journey for your digital savvy customers? Learn answer to this and many such pertaining questions during this session. 
Ehren Maedge, VP North America at Moengage

Ehren Maedge

VP North America

2:05 pm - 2:15 pm Innovation Spotlight – How AI Is Driving The Banking Revolution

Artificial intelligence (AI) is definitely one of the biggest drivers for change in the financial services industry. The real game changer is its capacity to deliver robust personalization. 
New AI-based Digital Money Management platforms (PFM and BFM) are transforming every interaction into a guided and meaningful conversation, transforming complex data into relevant customer insights, monetization and added-value solutions in real time.
Carlos Atehortua, VP of Sales at Strands

Carlos Atehortua

VP of Sales

2:15 pm - 2:25 pm Please visit Track A for a special presentation by MoEngage

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

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

Eric Hepkins, Chief Executive Officer at Cornerstone CFCU

Eric Hepkins

Chief Executive Officer
Cornerstone CFCU

Henry Vaage Iverse, Chief Commercial Officer and Co-Founder at

Henry Vaage Iverse

Chief Commercial Officer and Co-Founder

Stephen Epstein, CMO at Kasisto

Stephen Epstein


2:25 pm - 2:55 pm Panel Discussion Remix - Creating A Website That Drives Traffic And Meets Your Customer Expectations

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 Digital Channels at Union Savings Bank

Chris Barlow

VP Digital Channels
Union Savings Bank

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

Rob Maretsky

VP - Digital Services
Partners Federal Credit Union

Freddie Raphael, VP, Digital Banking at HSBC

Freddie Raphael

VP, Digital Banking

2:55 pm - 3:05 pm Innovation Spotlight – Digital Innovation: How to Capitalize on Intent Throughout the Consumer Journey

Jason Hornick, Vice President of Strategy at Zeta Global

Jason Hornick

Vice President of Strategy
Zeta Global

Mary Schlafly, VP, Enterprise Sales at Zeta Global

Mary Schlafly

VP, Enterprise Sales
Zeta Global

2:55 pm - 3:05 pm Please Visit Track A For A Special Presentation By Zeta Global

3:05 pm - 3:30 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 Banking and Payments at SECU of Maryland

John Todd

AVP, Digital Banking and Payments
SECU of Maryland

3:05 pm - 3:30 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

3:30 pm - 4:15 pm Here’s the Scoop! Afternoon Networking Break

Stop by the Innovation Lab cool down with some nitrogen ice cream! 

Track A Continued

4:15 pm - 4:45 pm Town Hall Panel - Creating Efficient, Memorable, And Customer-Driven Experiences In Order to Increase Retention and ROI
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 

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

4:15 pm - 4:45 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

4:45 pm - 5:45 pm Welcome to Miami Cocktail Reception

Don’t miss out on an opportunity to meet and mingle with like-minded industry peers.  Wrap up the first of day of FDF 2020 with drinks and cigar rolling!

5:45 pm - 5:45 pm End of Day One