Future Digital Finance 2019

February 12 - 13, 2019

Omni Amelia Island, FL

Contact Us: 1.888.482.6012

Day One – Tuesday, February 12, 2019: Digital Transformation, Innovation And Emerging Tech

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

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

Olga Rodriguez - Content Director, Future Digital Finance 2018
img

Olga Rodriguez

Content Director
Future Digital Finance 2018

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

Craig McLaughlin - CEO, Extractable
img

Craig McLaughlin

CEO
Extractable

8:25 am - 8:50 am Keynote Fireside Chat: Getting Buy-In From Leadership To Create An Culture of Innovation

Ryan B. Miller - SVP, Design & Delivery, Innovation Group, Wells Fargo & Co.
Traditional banks understand how to take care of a customer in their branches or through call centers, but digital acumen is not engrained. How can traditional FSI’s compete with other banks and large tech companies when a digital mindset is not part of the internal culture? In this session we’ll look at the role that senior leadership plays in implementing a culture of innovation. 
• Using data and analytics to show the importance of the digital transformation in order to retain and attract customers 
•Getting senior leadership to understand how digital innovations add value to the customer experience  
•Educating team members on the goals of digital innovations in order to increase buy-in 
•Being competitive by instilling a culture of innovation that starts from the top down 

img

Ryan B. Miller

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

The term “digital” is no longer a buzzword. Digital technologies are changing every industry and financial services are no exception, although it has certainly been slower to evolve than others. As industry leaders look for ways to push forward its evolution, what does the next generation of banking look like? In this keynote session we’ll talk about:
•Focusing on goals and strategies that enhance customer relationships in order to stay relevant
•Enhancing your digital platforms to meet a wider range of your customer’s needs 
•Harnessing customer data to be more consultative and increase customer satisfaction 
•Innovating in order to reimagine the role that banking and financial services play in consumers’ lives 

img

Jay Tkachuk

Vice President, Online Services (Digital Banking Channel)
Security Service Federal Credit Union

img

Ruby Walia

EVP, Head of Digital banking, North America
HSBC

img

Pablo Cohan

SVP, North America Digital Payments and Labs
MasterCard

img

Michelle Spellerberg

Vice President, Marketing & Digital Strategy
Alliant Credit Union

9:20 am - 9:50 am Keynote Case Study Remix - Innovation Discipline - Repeatable Journey From Ideas To Value

Milos Dunjic - AVP, Payments Innovation Technology Solutions, Channels Technology Solutions, TD Bank
As there is lots of 'innovation theaters' around, the aim of the standalone is to:
•Recognize the need for disciplined innovation 
•Discuss the "Innovation Uncertainty Principle" 
•Disciplined Innovation – How To Actually Do It?
•Ideas Are Plenty – Which One To Work On? 
•Democratizing Innovation Across The Organization"

img

Milos Dunjic

AVP, Payments Innovation Technology Solutions, Channels Technology Solutions
TD Bank

9:50 am - 10:20 am Biscuits & Brew Networking Break

10:20 am - 10:45 am Keynote Fireside Chat: Using Digitally Optimized Customer Experiences To Compete Against “Big Tech”

Elizabeth Kelly - SVP of Operations, United Income
Big tech companies like Apple and Google are causing a noticeable disruption in the financial services industry by changing customer expectations. FSI’s have to think about meeting those expectations in order to retain their existing clients and attract new ones. How can traditional FSI’s compete against these much larger companies? In this session we’ll talk about:
•Rethinking the traditional banking model in order to be competitive 
•Using data effectively to enhance your relationship with your customer
•Providing customers with banking information that is palatable and easy to understand in order to create a better experience 
•Crafting a solution that looks at loyalty and customer experience as the ultimate goal
•Remaining relevant to compete against larger tech companies

img

Elizabeth Kelly

SVP of Operations
United Income

10:45 am - 11:05 am Keynote Client Case Study presented By IBM

IBM

11:05 am - 11:35 am Keynote Case Study Remix: Working With Risk And Compliance Teams To Move Innovation Forward

Michele Fernandez - SVP Head of Compliance, BCI Miami
Financial institutions are looking to innovative technologies to improve their customer’s experience, but some of that tech can pose questions around privacy and intrusiveness. How can the financial services industry move ahead with innovation while ensuring that their customers’ information will be safe? This session brings together risk and compliance executives to discuss how innovation can advance in a heavily regulated environment.
·         Improving communication with risk teams by understanding how they evaluate innovation methods
·         Understanding how Big Tech innovates in a risk adverse environment
·         Keeping your customers safe while using innovative technologies 
img

Michele Fernandez

SVP Head of Compliance
BCI Miami

11:35 am - 11:55 am Keynote Client Case Study Presented By Comarch

Comarch
The conversation around the role that fintechs play in the evolution of the finance industry has been ever-changing. Fintechs were initially seen as a disruptor, they were then seen as potential partners in innovation. How will the relationship between fintechs and the finance industry keep changing? In this session we’ll talk about: 
•Understanding the goals of fintechs within the finance industry in order to partner effectively 
•Partnering with fintechs to expedite your innovation goals 
•Working with fintechs to offer your clients a wider variety of products and services
•Thinking about the larger disruptors that may be over the horizon

img

Michael Flynn

VP of Innovation & Strategy
Bank of the West

img

Davey Quinn

VP of Investments
United Income

img

Brianna Elssas

Head, US Digital
BMO Harris Bank

img

Scott Jones

VP, Treasury Management Product Manager
PNC

img

John Piazza

AVP Digital Innovation
MB Financial

12:25 pm - 12:45 pm Keynote Case Study: Leveraging Data To Personalize Your Customer’s Experience And Increase Loyalty

Tricia Szurgot - Chief Marketing & Experience Officer, First Commonwealth Federal Credit Union
Today’s customer is visiting branches less and less, forcing financial service executives to reconsider the strategies they put in place to enhance the customer experience. Digital innovations have proven to be the key to that, and personalization goes above and beyond. In this session we’ll look at ways that FI’s can take the data they have and create a well tailored experience for their customers. 
•Harnessing and organizing the data you have to create a personalized experience 
•Working with vendors to create a solution that will use data to improve customer experience 
•Using data to know where your customer is in their buying cycle and provide personalized recommendations 
•Increasing loyalty by creating personalized customer experiences shaped by your customer’s data 

img

Tricia Szurgot

Chief Marketing & Experience Officer
First Commonwealth Federal Credit Union

12:45 pm - 1:45 pm Lunch For All Attendees

12:45 pm - 1:45 pm Private Lunch Hosted by IBM

Track A: Digital Innovation

1:45 pm - 1:55 pm Chairperson’s Opening Remarks

1:55 pm - 2:20 pm Fireside Chat – Marketing Your Digital Suite Of Products To Increase Customer Adoption

Tamra O'Donnell - SVP, Director Corporate Marketing, Canandaigua National Bank & Trust
In many cases, when a customer opens an account it’s for one reason and they may not be aware of the rest of your offerings. In order to remain relevant and competitive, your existing and potential customers need to know how much you can offer them in terms of services and products. This session will be a chance for you to learn about:
•Identifying strategies for needs-based selling to put the right product in front of your customer 
•Targeting your offerings to the right customer at the right time 
•Providing your customer with the right information about your products that will show them how you can make their financial life easier 
•Increasing  the customer adoption of your digital products 

img

Tamra O'Donnell

SVP, Director Corporate Marketing
Canandaigua National Bank & Trust

Track B: Emerging Tech and AI 

1:45 pm - 1:55 pm Chairperson’s Opening Remarks

1:55 pm - 2:20 pm Fireside Chat: Creating A Roadmap For You Artificial Intelligence Strategy

Ram Ridgeway - VP of Digital Experience, Advia Credit Union
As we look ahead to the next 5 years, the stakes are much higher than they’ve been in the past. Large tech companies like Google and Apple have drastically changed customer expectations and other industries have also been encroaching on space that was once exclusive to financial services. Meanwhile, there is a lot of information – some accurate and some misleading – about the realistic implementations of artificial intelligence. What do you need to do to stay on pace with these innovations but also to protect your business from bad information? In this session we’ll talk about:
•Understanding realistic implementations of AI 
•Working through security concerns and making regulators comfortable with AI
•Creating more efficiency without human interaction through the use of AI
•Examining the AI roadmaps other industries have implemented 
•Looking at the implications of “invisible” technology 

img

Ram Ridgeway

VP of Digital Experience
Advia Credit Union

Closed Door Boardrooms For Financial Service Executives Only

1:45 pm - 2:20 pm Big Bank Boardroom

2:20 pm - 2:30 pm Innovation Spotlight

One of the biggest challenges to being innovative is having the right people on your team. Financial institutions are evolving and need to hire people that can push that evolution along successfully, but how can FSIs attract the talent they need when larger tech companies are doing the same? In this session we’ll look at strategies to solve the challenges facing teams and we’ll talk about:
•Rethinking the structure of your digital teams in order to be innovative and competitive 
•Identifying the talent you need to help meet innovation goals  
•Reaching out to talent in industries with a strong digital background to take your innovation to the next level 

img

Todd Keith

SVP - Experience & Innovation Team Manager
Regions

img

Sean Jones

AVP Digital & User-Experience
Redstone Federal Credit Union

img

Courtney Fischbach

VP, Social Media & Digital Experience
Legg Mason Global Asset Management

2:20 pm - 2:30 pm Innovation Spotlight

Financial institutions understand what AI is and are now looking to understand how it can support customer experiences in ways that are beneficial to both the customer and the FSI. In this session, we’ll take a close look at the points in the customer journey when they’re moving from channel to another, and the ways that AI can support a seamless transition. Advanced technology can provide financial solutions that improve the digital customer experience and push the boundaries of how financial institutions shape their relationships with clients online. We’ll talk about:
•Using AI at various customer touch points without being intrusive
•Identifying customer needs based on their past behaviors on different channels 
•Taking privacy and risk into consideration when implementing AI to predict customer behavior 
•Drawing insight from customer interactions and helping  to reduce operational costs and serve increasingly tech-savvy consumers
•Using a combination of consumer insights, advanced analytics and digital technology to provide opportunities for financial institutions of all sizes
•Understanding the role of AI Digital Assistants and Guided selling to draw insights from customer interactions and data to help increase consumer engagements and serve tech-savvy consumers 

img

Christy Rogers

VP of Digital Strategy And Content Operations
USAA

img

Alex Carriles

Executive Vice President, Director of Mobile, Online and Digital Sales
BBVA Compass

img

Jonathan Taylor

CTO
SMARTASSISTANT

2:20 pm - 3:00 pm Big Bank Boardroom (continued)

3:00 pm - 3:45 pm Snack Attack Networking Break & Speaker Breakdown

3:45 pm - 4:15 pm Case Study Remix: Using Design Thinking As A Means To Foster Innovation Within Your Organization

Jonathan Sandruck - Design Director, USAA
Today’s customer has many options for where to bank, and leaders in the financial services industry understand that consumer experience needs to be placed at the top of their list of priorities. Design thinking requires a user-centric approach for problem solving, and in this session we’ll discuss how to shift your organization to a Design Thinking approach.
•Analyzing the effects that a traditional banking model have on innovation
•Understanding how fintechs are using Design Thinking to meet customer expectations  
•Shaping your organization’s business model to meet the demands of today’s customers 
•Using Design Thinking as a tool that help financial institutions reach their innovation goals

img

Jonathan Sandruck

Design Director
USAA

4:15 pm - 4:25 pm Innovation Spotlight

4:25 pm - 4:55 pm Lightning Round Panel Discussion - Using Blockchain Technology To Improve The Customer Experience And Reduce Operational Costs

Kristen Cronyn - VP of Digital Engagement, M&T Marria Rhodriquez - VP, Digital Product Management and Strategy, Wells Fargo Bank John Piazza - AVP Digital Innovation, MB Financial
While there is a lot of wariness regarding cryptocurrencies, the foundation of that tech has proven to have tremendous potential. In this session we’ll discuss the opportunities that exist with Blockchain and how it can be used to benefit your organization and your customers. 
•Using Blockchain to protect and secure your customer’s data from potential breaches 
•Understanding how Blockchain can provide your customers with transparency 
•Streamlining processes and improving the speed in which internal projects can be completed

img

Kristen Cronyn

VP of Digital Engagement
M&T

img

Marria Rhodriquez

VP, Digital Product Management and Strategy
Wells Fargo Bank

img

John Piazza

AVP Digital Innovation
MB Financial

3:45 pm - 4:15 pm Case Study Remix- Breaking Down Machine Learning: Getting To Full Automation

Luis Benitez - VP Digital Workplace, Banco Popular
Machine learning is a dense and complex topic, and it’s important to distill it down to completely understand all of the opportunities available. This session will present an overview of machine learning, the governance around it, and how to move towards a decisioning process that could be fully automated. 
•Discovering tools or frameworks there are for machine learning 
•Determining whether you should bring this in-house to manage
•Reviewing the governance/operational/regulatory issues created by machine learning 
•Distilling down the automated decisioning process with machine learning to your regulators (internally and externally)  to make it less complex
•Leveraging these algorithms and their ability to make decisions FS companies can make better, automated decisions 

img

Luis Benitez

VP Digital Workplace
Banco Popular

4:15 pm - 4:25 pm Innovation Spotlight

4:25 pm - 4:55 pm Lightning Round Panel Discussion: Allocating The Right Resources For In-Branch Technology In Order To Be Innovative

Lonnie Talbert - COO, Southwest Capital Bank
Many FI’s have begun to strategically close their branches in order to free up funding for technology innovations. What does this mean for the evolution of the branch? In this session we’ll talk about the strategies and technology you should implement in your branches to remain relevant and maintain customer foot traffic. 
•Implementing in-branch technology like video tellers and self-serve kiosks effectively 
•Measuring customer behavior shifts with in-branch technology trials 
•Equipping employees with technology that will enhance their roles 
•Deploying brand innovations quickly and effectively to increase customer engagement 

img

Lonnie Talbert

COO
Southwest Capital Bank

3:45 pm - 4:15 pm SVP/C-Level Boardroom

Join your SVP and C-Level peers in this closed-door session where you’ll be able to network and exchange ideas with executives who are tackling the same challenges.

4:55 pm - 5:55 pm Sea Breeze & Palm Trees Welcome Reception

6:40 pm - 7:10 pm Conclusion of Day One