Future Digital Finance 2020

March 09 - 10, 2020

Hyatt Regency Miami, FL

Day Two – Tuesday, March 10 Meeting Customer Expectations Today And In The Future

6:15 am - 7:15 am Miami Fun Run

Time for some fun in the sun (and exercise)! This morning run will get your blood pumping so you’re ready to take on a whole new day of learning. Take a break from banking tech talk and connect with your industry peers in a refreshing way!

7:15 am - 8:00 am Women In Banking Breakfast

Women bring a different perspective to digital banking. Use this intimate setting to discuss the challenges women in finance face and celebrate your successes as a group! You’ll come away feeling inspired, supported, and ready to take on your next big idea. This session is only open to financial services executives.

Space is limited to 15 digital banking executives, so RSVP right away upon registration.

7:15 am - 8:00 am Private Breakfast

8:00 am - 8:30 am Registration and Networking Breakfast

8:30 am - 8:35 am Welcome Remarks

Olga Rodriguez, Program Director at Future Digital Finance

Olga Rodriguez

Program Director
Future Digital Finance

8:35 am - 8:50 am Chairperson’s Opening Remarks

8:50 am - 9:20 am Keynote Solo Presentation - Understanding How Open Banking Can Be Applied to US Banks

As more and more countries implement open banking, the buzz around it in the US continues to grow. However, there are a lot of questions about open banking from both customers and FIs. With Doug Nielson’s guidance we’ll take a look at the possibility of open banking in the U.S. In his role us U.S. Bank, Doug focuses on exploring emerging trends, technologies & business models; engages and cultivates Fintech startups, develops and conducts proofs of concepts and proofs of technology; manages the bank’s distributed ledger/blockchain  practice, and spearheaded the bank’s initial engagement in the open API economy. 
•Breaking down what open banking really means 
•Understanding the benefits of a market driven open banking system versus a regulation driven system
•Changing the banking model to give your customers more control over their data 
•Making sure that FIs of all sizes have a voice in the conversation surrounding open banking 

Doug Nielson, SVP, Innovation Research And Development at U.S. Bank

Doug Nielson

SVP, Innovation Research And Development
U.S. Bank

9:20 am - 9:50 am Keynote Panel Discussion Remix- Aligning Internally To Create Seamless Omnichannel Experiences

FIs must break down internal barriers that have gotten in the way of achieving the seamless omnichannel experiences customers want. With so much competition and so much at stake, how can you move past internal barriers to create a well-aligned and synchronized omnichannel experience for your customer? We’ll talk about:
•Creating consistent internal standards to streamline the way that your customers’ experiences are designed 
•Understanding the importance of experience delivery and how it impacts the way your customer views your organization 
•Aligning internal goals in order to accelerate the speed to market of new digital experiences for your customer

Erin Hennessy, Chief Innovation & Marketing Officer at United Federal Credit Union

Erin Hennessy

Chief Innovation & Marketing Officer
United Federal Credit Union

Kevin Porter, VP, Omni Strategy at TD

Kevin Porter

VP, Omni Strategy
TD

9:50 am - 10:15 am Keynote Case Study - Aligning Digital Strategy To Your Overall Business And Product Strategy

Greg Smith, Senior Vice President of Digital Channels and Innovation for City National Bank is responsible for product and design oversight for the bank’s mobile and online platforms. CNB is in the midst of a digital transformation, which includes the introduction of a new mobile app and significant enhancements to their personal and commercial portals. City National’s vision is to become a digitally-enabled relationship bank, and Greg’s leadership is at the heart of this work. Additionally, his team is outlining an innovation agenda to drive internal change, and external partnerships. We’re thrilled to welcome him to Future Digital Finance 2020 and hear his insights into key internal alignments to push your organization forward. 
Greg Smith, SVP, Digital Channels & Innovation at City National Bank

Greg Smith

SVP, Digital Channels & Innovation
City National Bank

10:15 am - 11:00 am Morning Networking Break

Financial behavior can be emotional and complex, and customers want to feel that their needs are understood. How can FI’s stand out from the crowd and show their customers that they can be trusted? This keynote session will look at different ways to make meaningful connections with your customers in order to show that you understand their needs and goals. 
•Understanding your customers’ needs in order to gain their retention
•Creating emotional connection with customers regardless of the channel they use to interact with you 
•Understanding the different elements of emotional customer engagement and the different areas of your business where it can be employed
•Gaining your customers’ loyalty by connecting with them on an emotional level

William Anderson, Chief Experience Officer and EVP at The First National Bank in Sioux Falls

William Anderson

Chief Experience Officer and EVP
The First National Bank in Sioux Falls

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

Bill Walker, Chief Revenue officer at Unison

Bill Walker

Chief Revenue officer
Unison

11:30 am - 11:55 am Keynote Co-Presentation - Bringing Together Digital And Analog To Provide Exceptional Service To Your Customers

Nicole Alcorn, TCU’s Chief Member Experience Officer, oversees the organization’s 54 branches, creating an environment that provides an efficient, engaging and meaningful member experience. Dan Rousseve, TCU’s SVP and CIO,  is responsible for IT, Marketing, Operations, Call Center and Project Management. In this special joint presentation, Nicole and Dan will talk about the ways their roles intersect and the meaningful impact this has on the service that their customers are provided. 
Dan Rousseve, CIO at Teacher's Credit Union

Dan Rousseve

CIO
Teacher's Credit Union

Nicole Alcorn, Chief Member Experience Officer at Teacher's Credit Union

Nicole Alcorn

Chief Member Experience Officer
Teacher's Credit Union

11:55 am - 12:45 pm Digital Innovation Roundtables

Join us for peer-led small group discussions that will facilitate meaningful idea exchanges and networking! These roundtables will include two 25 minute sessions so you’ll get the chance to learn from and network with a variety of other attendees. 
1. Roundtable Hosted By Backbase 
2. Roundtable Hosted By Extractable
3. Roundtable Hosted By Q5ID

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

12:45 pm - 1:45 pm Private Lunch

Concurrent Sessions

Data And Analytics

Track A

1:45 pm - 1:55 pm Chairperson’s Opening Remarks
Customer Engagement And Retention

Track B

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

Interactive Roundtable Track

1:45 pm - 3:40 pm Money Moves – Around The World At Future Digital Finance
Around The World is designed with a rotating moderator every 25 minutes to build off of the previous conversation, so you can dive deep into your pain points and hear multiple perspectives on how to address them. In an intimate setting of 15 attendees, these conversations will guide you to finding tactical solutions to your digital innovation struggles.

This session is only open to financial services executives.

Sera Lovett, Director, Digital Journey Manager at Union Bank

Sera Lovett

Director, Digital Journey Manager
Union Bank

1:55 pm - 2:20 pm Fireside Chat Remix - Effectively Managing The Threat Of Security Breaches To Keep Your Customer’s Information Protected

Joe Mancini, Radius Bank’s Chief Security Officer, is an expert in data security, business continuity and disaster recovery, emerging technologies such as digital currency and blockchain, along with privacy and compliance requirements in the digital world. He’ll be talking about security breaches and data leaks that have become increasingly common because of the large amounts of financial data FIs have at their disposal.
•Putting infrastructure in place to monitor suspicious activity 
•Finding technical solution integrations that work well together and won’t expose your customer’s information
•Educating your staff so they understand the nature of data breaches and how they can best be prepared
•Managing the very real threat of security breaches while providing your customer’s with the experience they want

Joe Mancini, Senior Vice President, Chief Information Security Officer at Radius Bank

Joe Mancini

Senior Vice President, Chief Information Security Officer
Radius Bank

1:55 pm - 2:20 pm Solo Presentation - Understanding The Role Of Design Thinking In Product Development

Andrew Becker, from WSECU, uses human centered design processes and techniques along with a product management framework to bring solutions to life. In this presentation, Andrew will show you how he leads his team to the delivery of meaningful and innovative projects that have made improvements for his company's members, employees, and bottom line.

Andrew Becker, VP of Product Design at Washington State Employees Credit Union

Andrew Becker

VP of Product Design
Washington State Employees Credit Union

1:45 pm - 3:40 pm Money Moves – Around The World At Future Digital Finance

Around The World is designed with a rotating moderator every 25 minutes to build off of the previous conversation, so you can dive deep into your pain points and hear multiple perspectives on how to address them. In an intimate setting of 15 attendees, these conversations will guide you to finding tactical solutions to your digital innovation struggles.

This session is only open to financial services executives.

Sera Lovett, Director, Digital Journey Manager at Union Bank

Sera Lovett

Director, Digital Journey Manager
Union Bank

2:20 pm - 2:40 pm Client Case Study – Fake Is The New Fraud

Join Innovis and a panel of experts to learn about how the industry is balancing the recognition of emerging fraud techniques with a low friction customer experience. In addition to covering Account Takeover and Phone Hijacking techniques, Innovis will be addressing the impact of Synthetic Identity Fraud. While fraud is the focus, the discussion will also center on how up front detection improves the entire customer lifecycle and ongoing customer experience.  

2:20 pm - 2:30 pm Client Innovation Spotlight

2:30 pm - 2:40 pm Client Innovation Spotlight

1:45 pm - 3:40 pm Money Moves – Around The World At Future Digital Finance

Around The World is designed with a rotating moderator every 25 minutes to build off of the previous conversation, so you can dive deep into your pain points and hear multiple perspectives on how to address them. In an intimate setting of 15 attendees, these conversations will guide you to finding tactical solutions to your digital innovation struggles.

This session is only open to financial services executives.

Sera Lovett, Director, Digital Journey Manager at Union Bank

Sera Lovett

Director, Digital Journey Manager
Union Bank

Customers are interacting through digital channels more so than they are physical ones, and FIs need to be able to capture customer data in every interaction in order to provide personalized experiences. 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 customer data you have to create a personalized experience 
•Identifying the right third parties to partner with to create a solution that will use data to improve customer experience 
•Using data to know how your customer is interacting with your organization  and when to provide personalized recommendations 
•Collecting your customer’s behavioral data in order to understand the touch points that should be personalized 

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

Mayank Mishra

Managing Director, Global Head Of Digital Channels
Citi

Kevin Chan-A-Shing, VP, Operations And Digital Banking Transformation at Discover Financial Services

Kevin Chan-A-Shing

VP, Operations And Digital Banking Transformation
Discover Financial Services

Anuj Prakash

VP, Model Risk Management
HSBC Bank USA

Engaging with customers across multiple channels is no easy task, but one that has to be tackled. Take a close look at the importance of gaining a holistic view of the customer to provide compelling customer experiences that will increase their loyalty. 
•Breaking down silos to consolidate the data you need ot get a 360 view of your customer 
•Understanding your customer to better identify  opportunities in your business to grow retention and loyalty
•Accessing data in real time to make informed decisions about the experiences you’re providing your customer
•Providing 24/7 availability for your customers to service them where and how they want 
•Retaining customers by providing digital experiences that have been shaped by their preferences and expectations 
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

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

Brandon Harris, AVP, Digital & innovation at PenFed Credit Union

Brandon Harris

AVP, Digital & innovation
PenFed Credit Union

1:45 pm - 3:40 pm Money Moves – Around The World At Future Digital Finance

Around The World is designed with a rotating moderator every 25 minutes to build off of the previous conversation, so you can dive deep into your pain points and hear multiple perspectives on how to address them. In an intimate setting of 15 attendees, these conversations will guide you to finding tactical solutions to your digital innovation struggles.

This session is only open to financial services executives.

Sera Lovett, Director, Digital Journey Manager at Union Bank

Sera Lovett

Director, Digital Journey Manager
Union Bank

3:10 pm - 3:40 pm Case Study - Deriving Business Value from Data: The Regional And Community Bank Perspective

Data has become the foundation for much of the drive forward in the financial services industry today, and that is no different for players such as regional and community banks or credit unions. In this session you will learn how to operationalize your data with fewer resources.  Our speaker Bill Anderson is Chief Experience Officer and executive Vice President at The First National Bank in Sioux Falls, the oldest community bank in Sioux Falls, South Dakota. As CXO, Bill is responsible for ensuring that customer experiences across the bank are best-in-class and in this session he brings his special perspective to: 
•Thinking about how technology impacts your business growth vs. staffing and process
•Creating an environment that encourages  business functions to think bigger and broader in order to keep pace with innovation
•Thinking outside the box when mapping out your data  goals
•Identifying use cases and success stories that will energize your team

William Anderson, Chief Experience Officer and EVP at The First National Bank in Sioux Falls

William Anderson

Chief Experience Officer and EVP
The First National Bank in Sioux Falls

Competition is forcing traditional financial services organizations to rethink their business model or risk losing customers and traction in the market. This means that industry leaders have to embrace innovative transformation methods, such as design thinking, to help them adapt quickly to meet customer demands and expectations. 
•Using design thinking to shift banking towards meaningful innovation
•Understanding how design thinking can help you shift your organization to have customer-centered decision making processes 
•Recognizing the link between design thinking and the ability to meet customer demand quickly 

Derrick Brooks, Senior Vice President, Consumer Business Digital Strategy Leader at Commerce Bank

Derrick Brooks

Senior Vice President, Consumer Business Digital Strategy Leader
Commerce Bank

Craig Schleicher, VP - Innovation Lead at City National Bank

Craig Schleicher

VP - Innovation Lead
City National Bank

Sara Krawll, VP, Digital Portfolio Management & Operations Director at TIAA Bank

Sara Krawll

VP, Digital Portfolio Management & Operations Director
TIAA Bank

Rob Russini, Senior Director of Marketing at Hudson Heritage Federal Credit Union

Rob Russini

Senior Director of Marketing
Hudson Heritage Federal Credit Union

1:45 pm - 3:40 pm Money Moves – Around The World At Future Digital Finance

Around The World is designed with a rotating moderator every 25 minutes to build off of the previous conversation, so you can dive deep into your pain points and hear multiple perspectives on how to address them. In an intimate setting of 15 attendees, these conversations will guide you to finding tactical solutions to your digital innovation struggles.

This session is only open to financial services executives.

Sera Lovett, Director, Digital Journey Manager at Union Bank

Sera Lovett

Director, Digital Journey Manager
Union Bank

3:40 pm - 4:25 pm Afternoon Networking Break

3:40 pm - 4:25 pm Private Tasting

3:40 pm - 4:25 pm Private Tasting

Track A Continued

4:25 pm - 4:55 pm Fireside Chat Remix -Leveraging Analytics To Deliver Better Insights To Your Business Clients
Business clients have different needs from consumer clients, but gathering and leveraging data and analytics is still crucial in delivering well-tailored experiences to this type of customer. Learn how you can provide your clients with the most useful information that will better serve their needs.  
•Looking at methods to source and structure data to provide analytical insights 
•Examining the challenges of taking data from disparate sources and structuring it in a way that will be meaningful to your business clients
•Determining the role that technology is playing in allowing you to provide business clients with meaningful insights and well-tailored experiences 
•Analyzing the kind of personalization that business clients want versus the kind that consumer clients want

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

Denise Henn

SVP, Digital Experience Group Manager
PNC Bank

Track B Continued

4:25 pm - 4:50 pm Solo Presentation - Embracing Disruption: Future-Proofing Debit
Technology has spurred a myriad of new payment options. Yet, despite the increasing amount of choice, debit has remained a popular payment option. But what can we do to ensure the future success of debit and to perfect the experience? Short answer: customer-centricity. In practice that means:
  • Tracing the digital debit journey – How did we get where we are today? Where are we going? How have consumers’ values and needs evolved in response to new technology?
  • Strengthening the consumer relationship by being competitive in an evolving environment
  • Discussing the importance – and expectation – of increased delivery speed
  • Promoting inclusion with consumer-centric product and service design and delivery.This includes ensuring products are relevant to the consumer money movement journey and aligning products with their values.
Solana Cozzo, Senior Vice President, Product Management, Debit at Mastercard

Solana Cozzo

Senior Vice President, Product Management, Debit
Mastercard

Interactive Track Continued

4:25 pm - 5:20 pm Digital Finance Tech Hub Workshop
Led by a member of our carefully curated speaker faculty, the Digital Finance Tech Hub Workshops will give you the insights you need to implement innovate technology. Come prepared to discuss specific technology implementation challenges with like-minded peers!

This session is only open to financial services executives.

4:55 pm - 5:20 pm Solo Presentation - Our Single (View) Point Of Failure: Why Diversity & Inclusion Matters In Understanding Hacker Techniques And Preventing Future Cyber Attacks

The intersections between cybersecurity and diversity are often overlooked. As organizations seek to more effectively protect their critical infrastructure and revenues, it’s become increasingly important to cultivate relationships between the two areas. Diversity is no longer just a social awareness and public good initiative; it must be a core element of the next-generation strategy for defending our nation’s critical infrastructure. Mansi Thackar, security specialist at Stanford Federal Credit Union, will give a hands-on demo that will mimic a live “man-in-the-middle” attack and talk through where more diversity can help to better understand the cyber attackers and mitigate risk.
•Looking beyond the sensational headlines about hackers, phishers and scammers
•Understanding where and how more diversity can help to better understand cyber attacker motivations 
•Sitting in the position of front-line employees to improve security measures

Stephen Wooters, EVP, CMO, Digital Banking And Payments at Fairfield County Bank

Stephen Wooters

EVP, CMO, Digital Banking And Payments
Fairfield County Bank

4:55 pm - 5:20 pm Town Hall Panel - Crafting Solutions To Draw Customers To Your Website And Remain Competitive

There is a tremendous amount of competition for the customer’s attention not just from other banks and financial service institutions, but from aggregators that offer solutions and products that FI’s also offer, such as loans or credit monitoring. In this session we’ll talk about how FI’s can draw customers back to their website in a competitive environment.
•Understanding how to use email campaigns and your mobile app to attract customers to your website
•Finding ways to increase site traffic using in-app offers 
•Expanding your site audience while using targeted email outreach 
•Ensuring the conversion from mobile to site in a way that is not intrusive to your customer 

Jeannine Cillo, VP, Digital Marketing at Barclays

Jeannine Cillo

VP, Digital Marketing
Barclays

Teralea Monroe, VP of Innovation at FinWise Bank

Teralea Monroe

VP of Innovation
FinWise Bank

4:25 pm - 5:20 pm Digital Finance Tech Hub Workshop

Led by a member of our carefully curated speaker faculty, the Digital Finance Tech Hub Workshops will give you the insights you need to implement innovate technology. Come prepared to discuss specific technology implementation challenges with like-minded peers!

This session is only open to financial services executives.

5:20 pm - 5:20 pm End of FDF 2020

Our Sponsors: