Future Digital Finance 2019

February 12 - 13, 2019

Omni Amelia Island, FL

Day Two – Wednesday, February 13, 2019: Customer Experience Optimization, Retention, And Data Management

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

Listen and be inspired by an accomplished group of accomplished women; then, cultivate new friendships and discuss shared industry challenges.

7:30 am - 8:00 am Breakfast


Olga Rodriguez

Content Director
Future Digital Finance 2018

8:05 am - 8:20 am Chairperson’s Opening Remarks

8:20 am - 8:45 am Keynote Case Study: Welcoming The Disruption of Artificial Intelligence

David Berglund - SVP, Artificial Intelligence Leader, U.S. Bank
In this session David Berglund from U.S. Bank will discuss the important role that artificial intelligence is playing in the transformation of the financial services industry. This is a not to be missed presentation! 

David Berglund

SVP, Artificial Intelligence Leader
U.S. Bank

8:45 am - 9:05 am Keynote Town Hall: Integration Across Channels: Providing Your Customer With A Seamless Experience During Every Interaction

Tracy Malave - Senior Vice President, Client Digital Services, Northern Trust Greg Drakos - Executive Vice President, Vylla.com
Creating a seamless omnichannel experience can be a long process, but FI’s understand that customers want to have the same experience regardless of the touchpoint. As more and more experiences become integrated or start to mimic each other, what’s the next step in creating an seamless experience for your customer? This session will talk about the endless buzz around omnichannel and what’s next in providing truly seamless experiences:
•Understanding your customer’s needs in order to optimize every experience they have with your organization 
•Gaining executive support to implement effective omnichannel strategies 
•Implementing tools that consistent and provide your customer with a seamless journey
•Optimizing the efficiency of various channel to provide a frictionless customer experience 


Tracy Malave

Senior Vice President, Client Digital Services
Northern Trust


Greg Drakos

Executive Vice President

Many financial institutions want to implement digital innovations but don’t have the capability to do in-house. In those cases, they turn to technology and solution providers. The relationship between financial institutions and third parties is vital to digital transformation, but it is also complex. In this session we’ll talk about:
•Coordinating with third parties to align contracts and project timelines 
•Finding third parties that work well together to have a complete view of your customer 
•Getting leadership to look beyond costs of third party agreements in favor of the long term benefits
•Gaining internal alignment and prioritization during vendor evaluation to achieve valuable innovation 
•Looking across the organization to be truly successful in vendor implementation 


Sara Rountree

SVP, Head of Digital
Union Bank & Trust


Michele Fernandez

SVP Head of Compliance
BCI Miami


Kader Sakkaria

Director – Technology, Business and Portfolio Management
BMO Harris Bank


Aaron Frydman

EVP and Chief Information Officer
Partners Federal Credit Union

This special presentation will take a look at the intersection between technical and social constructs of security and privacy. This is a must-attend session if you’re thinking about ways to evolve while maintaining your customer’s data secure. 

Yan Solihin

Director of Cybesecurity & Privacy Cluster, Charles N. Millican Chair Professor in Computer Science
University of Central Florida

10:00 am - 10:30 am Espresso Yourself Networking Break & Speaker Breakdown

Customer relationships need to be optimized because although FSIs can compete on rates, rates can’t be relied on to create well-nurtured customer relationships. This session will show you how to best optimize your customer relationships to create engagement and loyalty.
•Analyzing the benefits of open API’s to get a holistic view of your customer 
•Understand your customer and their needs to provide personalized experiences 
•Understanding the strategies to identifying the vendors that work well with each other and allow you to have a full view of your customer 
•Integrating platforms that allow for strong customer engagement and visibility
• Putting strategies in place to get a whole view of your customer that will allow you to better serve them and increase their loyalty


Purvi Shah

VP - Customer 360
American Express


Dan Armstrong

Chief Digital Officer


Lisa Huertas

Chief Experience Officer
Texas Tech Federal Credit Union


Tom Johnson

Senior Partner Cross Product Solutions

11:00 am - 11:20 am Keynote Case Study - Let’s Stop Talking Digital and Start Talking Customer Experience

Bruce Lowthers - Co-Chief Operating Officer, Integrated Financial Solutions, FIS
There’s a lot of hype around digital trends in the financial services industry. But we need to keep in mind that digital is not the end game but rather an enabler. What’s really important is what it enables, and that is all about a new customer experience. Today’s banking consumers are looking for an experience that’s as effortless as shopping on Amazon or ride-hailing with Uber: one that will integrate across the channels they use to manage their financial lives. In this keynote address FIS Co- Chief Operating Officer, Bruce Lowthers, will share how financial institutions can leverage new innovations and open banking in order to stay top of mind, phone and wallet by driving great experiences. 

Bruce Lowthers

Co-Chief Operating Officer, Integrated Financial Solutions

The FinTech community is a hotbed for innovation and the sheer volume of tools 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 10 minutes of Q&A time with a panel of FSI executives. Hear your peers ask deep dive questions around how each of these technologies will better support digital transformation and innovation. 

Trevor Brosnan



Neha Bhatia Ramdas

Global Director of Sales
Juntos Global


Matt Harris

Bloom Credit

11:50 am - 12:15 pm Keynote Fireside Chat - Relationship-Based Community Banking: Exceeding Customer Expectations

Joel Smith - CMO, Bank of Tampa
It’s a very competitive environment for financial institutions but it’s even more so for community banks that often don’t have the capital to spend on technology innovations. On the other hand, it’s often the case that a community bank’s customers are looking not just for the latest tech; they are also looking to build a relationship. In this session you’ll hear from senior executives at community and regional banks who have looked strategically at what their clients need to exceed their expectations. 
•Looking at ways for community banks to stay relevant and offer clients what they need 
•Understanding the reasons that clients seek out community banks in order to better meet their needs 
•Thinking about the value in the experience that community banks offer their clients 
•Identifying what technology your clients need in order to meet their expectations
•Fitting your customer expectations in your list of organizational priorities 
•Exceeding customer expectations in order to remain competitive 


Joel Smith

Bank of Tampa

12:15 pm - 12:35 pm Keynote Case Study – Providing The Right Service And Tools For Your Digital Customer

Michelle Spellerberg - Vice President, Marketing & Digital Strategy, Alliant Credit Union
There are many FSI’s that have a customer base that never physically enters their branches. The style of engagement and servicing is not the same for digital customers as it for those who also participate in traditional banking models. In this session you’ll learn the best methods for increasing customer engagement in a digital capacity.  We’ll talk about:
•Thinking about marketing opportunities that exist in digital channels versus physical locations 
•Servicing segments of your customer base depending on their preferred channel 
•Looking at the behaviors  of new customers versus longer term customers 
•Providing education and tools for customers looking to transact with banks in digital channels only


Michelle Spellerberg

Vice President, Marketing & Digital Strategy
Alliant Credit Union

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.       Three Things You Need To Know About The Difference Between Digital Winners And Losers Led by Doug Parr, SVP, Sales, Marketing, and Business Development,  D3 Banking
2.       Moving From A Bank To A Digital-First Enterprise Led by Seth Goldberg, Regional Director, Backbase
3.       Led byZeev Avidan, Chief Product Officer,  OpenLegacy

Doug Parr

SVP, Sales, Marketing, and Business Development
D3 Banking


Seth Goldberg

Regional Director


Zeev Avidan

Chief Product Officer

1:35 pm - 2:20 pm Lunch for all attendees

1:35 pm - 2:20 pm Private Lunch

Track A: Customer Engagement and Loyalty 

2:20 pm - 2:30 pm Chairperson’s Afternoon Remarks

2:30 pm - 2:55 pm Case Study Remix: Using Guided Selling To Improve Your Customer’s Experience And Remain Competitive

Brenda Arndt - AVP & Director of SEO, U.S. Bank
Disruptors like Amazon and Google are shaping today’s customer expectations by providing seamless experiences. FSI’s are looking to do the same for a variety of reasons, one of them being a general lack of financial literacy among consumers. This means that often customers aren’t able to easily identify the products and services they need from their financial institution. In this session we’ll discuss the why FSI’s should look to guided selling as a means to improve the customer experience.
•Optimizing guided selling in order to remove customer friction from the process of product selection
•Using data to understand the kinds of products and services your customer is looking for on your site 
•Using AI and machine learning to generate new buying opportunities from existing customers  
•Delivering guided interactions and personalized experiences in order to better serve your customer and remain relevant 


Brenda Arndt

AVP & Director of SEO
U.S. Bank

Track B: Data, Compliance and Risk Management

2:20 pm - 2:30 pm Chairperson’s Afternoon Remarks

2:30 pm - 2:55 pm Case Study: How RBC leveraged Data, Emerging Technologies, and Partnership To Drive more Value For Its Customer

Eddy Ortiz - VP, Solution Acceleration & Innovation, Royal Bank of Canada (RBC)
  Today’s customer is interacting with their more bank more and more thought digital channels, giving financial services executives more data and insights that can be leveraged to enhance the customer experience and ultimately driver greater value. In this session, VP, Solution Acceleration and Innovation will dive into the ways that Royal Bank of Canada has leveraged customer data and partnership to create better, more personalized experiences for their customers. 
·         How RBC leveraged an emerging technology (AR) to make the act of sending electronic gifts more personal and rewarding to its customers (RBC eGift)
·         How RBC combined RBC expertise with that of a thirdparty vendor to develop a unique solution that has enabled RBC clients to learn more about how they’re spending their money and automatically find more ways for them to save (NOMI Insights &  NOMI Find & Save)
·         How RBC leveraged data to create more ways for RBC Rewards customers to redeem their loyalty points via mobile, a technology they were already frequently using (Pay Back with Points at the Point of Sale)

Eddy Ortiz

VP, Solution Acceleration & Innovation
Royal Bank of Canada (RBC)

Interactive Roundtable Track For Financial Service Executives Only 

2:15 pm - 2:50 pm Topic #1: Fintech Innovation

Daniel Sanford - VP - Digital Strategy and Innovation, Wells Fargo
Hosted By: Arpit Gupta, SVP of Product Innovation, Bank of America

Daniel Sanford

VP - Digital Strategy and Innovation
Wells Fargo


Richard Doughtery

Vice President, Segment Leader – Originations and Portfolio Management. Home Office Atlanta, GA


Angela Baker

Senior Vice President, Business Solutions Group Product Manager

Consumers are always seeking out ways to better understand their finances. They want to learn how to save and how to asses risk, but financial literacy is not high in the United States. FSIs can leverage that gap in consumer knowledge to digitize educational content that will attract new customers and engage with existing customers. This session will discuss: 
•Creating educational and informative content that will engage your existing customers and increase their loyalty 
•Attracting potential customers at important points in their buying cycles 
•Creating content that is effective on every channel where your customers can interact with you
•Defining the value of your content and customizing it for your customer’s personas to provide well-tailored material 
•Engaging with existing and potential customers using educational marketing content 


David Andrews

VP, Home Lending Sales Strategy


Scott Hurlbert

FVP Digital Channels
People's United Bank


Chris Barlow

VP, Mobile Banking


Rishi Gera

VP of Business Development

2:55 pm - 3:05 pm Innovation Spotlight

3:00 pm - 3:35 pm Lightning Round Panel Discussion: Aligning Internal Data To Be More Actionable

Sean Jones - AVP Digital & User-Experience, Redstone Federal Credit Union Kevin Boyd - Vice President, Head of Digital Lending, EZCORP
Customer data can exist in individual silos and FIs are trying to find the best and most efficient ways to connect this information so it is actionable across the organization. Make your data more actionable by attending this interactive panel.
•Acquiring real time data to better understand your customer and clients
•Creating an efficient  data dashboard 
•Looking at the role of AI in protecting  analytical data in real time 
•Evaluating different data delivery systems
•Improving customer service with gathering data 
•Creating  your  own data aggregation tools vs. using  third party tools 


Sean Jones

AVP Digital & User-Experience
Redstone Federal Credit Union


Kevin Boyd

Vice President, Head of Digital Lending

2:55 pm - 3:30 pm Topic #1: Fintech Innovation (continued)

Hosted By: Arpit Gupta, SVP of Product Innovation, Bank of America

3:35 pm - 4:20 pm Beat The Heat Afternoon Networking Break

4:20 pm - 4:45 pm Fireside Chat: Optimizing Customer Experiences To Drive Loyalty In Banking

Lisa Huertas - Chief Experience Officer, Texas Tech Federal Credit Union
Banking can be viewed as a difficult chore. Some customers choose where (and how) to bank based on convenience and rates. Loyalty is nonexistent. Banks and other financial institutions must think about ways to facilitate banking for customers in a way that builds a relationship (not just a series of transactions). In this session we’ll talk about: 
•Breaking down unnecessary barriers for the customer to retain them as clients
•Creating engagement so that customers keep coming back to your platform
•Taking a transactional platform and making it an engagement platform 
•Thinking about the factors that engage your customers 


Lisa Huertas

Chief Experience Officer
Texas Tech Federal Credit Union

4:45 pm - 4:55 pm Innovation Spotlight

4:55 pm - 5:20 pm Fireside Chat: Safeguarding Customer Data In A Mobile Wallet

Joe Whitchurch - Head of CreditWise, Capital One
Mobile wallet usage is increasing and FI’s are looking to ensure that their customer’s card information is safe. When fraud is such a large problem but your customers expect to have the ability to choose how they make payments, how can you be sure you’re providing the experience they want while also protecting their data? In this session we’ll talk about:
•Putting controls in place within the mobile wallet to keep customer information safe 
•Identifying controls that can be implemented within the mobile wallet to make it easy for customers to lock  and unlock the card 
•Offering customer support options to protect purchases made internationally
•Implementing mobile wallet features that delight the customer while keeping their data safe  


Joe Whitchurch

Head of CreditWise
Capital One

5:20 pm - 5:30 pm Innovation Spotlight

5:30 pm - 6:00 pm Closing 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 

Ryan B. Miller

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

4:15 pm - 5:05 pm Interactive Roundtable Topic #2: Integrating Business Banking Solutions for Community and Regional Banks

Joel Smith - CMO, Bank of Tampa
Hosted by: Joel Smith, CMO, The Bank of Tampa


Joel Smith

Bank of Tampa

5:30 pm - 5:30 pm Conclusion of FDF 2019