Future Digital Finance 2021

2021

Hyatt Regency Miami, FL

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

On the second day of Future Digital Finance we’ll be looking ahead and giving you tactical takeaways to on topics like omnichannel, data, customer engagement and emerging tech.

6:30 am - 7:10 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!

7:10 am - 7:50 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.

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

Melissa Carmichael

Vice President, Strategy & Innovation
Bremer Bank

7:50 am - 8:20 am Registration and Networking Breakfast

8:20 am - 8:25 am Welcome Remarks

Olga Rodriguez, Program Director at Future Digital Finance

Olga Rodriguez

Program Director
Future Digital Finance

8:25 am - 8:40 am Chairperson’s Opening Remarks

John Tuders, Executive Director, Growth and Innovation at Skookum

John Tuders

Executive Director, Growth and Innovation
Skookum

8:40 am - 9:05 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

9:05 am - 9:35 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

Kevin Porter, VP, Omni Strategy at TD

Kevin Porter

VP, Omni Strategy
TD

John Todd, AVP, Digital Banking and Payments at SECU of Maryland

John Todd

AVP, Digital Banking and Payments
SECU of Maryland

9:35 am - 10:00 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. 

10:00 am - 10:45 am Refresh & Recharge AM Networking Break

Grab some coffee to get started on the right foot for the second day of FDF 2020!

10:45 am - 11:15 am Keynote Panel Discussion - Effectively Connecting And Engaging With Your Customers To Differentiate Yourself From The Competition

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

Bill Walker, Chief Revenue officer at Unison

Bill Walker

Chief Revenue officer
Unison

11:15 am - 11:40 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

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. “Breaking Free of Silos And Legacy Systems To Become True Innovators” Hosted By Seth Goldberg, Director - North America, Backbase 
2. Roundtable Hosted By Extractable
3.  “Overcoming The Top 3 Challenges Legacy Financial Systems Present In Delivering New Digital Services” Hosted by Shane Kent, General Manager, North America, Open Legacy 
4. “How Fintechs And Banks Can Create Successful, Innovative Partnerships” Hosted by Bernardo Martinez, Managing Director, Funding Circle 

Seth Goldberg, Director - North America at Backbase

Seth Goldberg

Director - North America
Backbase

Shane Kent, General Manager, North America at Open Legacy

Shane Kent

General Manager, North America
Open Legacy

Bernardo Martinez, Managing Director at Funding Circle

Bernardo Martinez

Managing Director
Funding Circle

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

Concurrent Sessions


Track A: Data And Analytics

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

Track B: Customer Engagement And Retention

1:30 pm - 1:40 pm Chairperson’s Opening Remarks
Ehren Maedge, VP North America at Moengage

Ehren Maedge

VP North America
Moengage

Interactive Roundtable Track

1:30 pm - 2:25 pm Digital Finance Tech Hub Workshop – Design Thinking
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.

1:40 pm - 2:05 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

Olga Rodriguez, Program Director at Future Digital Finance

Olga Rodriguez

Program Director
Future Digital Finance

1:40 pm - 2:05 pm Fireside Chat - How to Build a Hyper-Personalization Ecosystem and Strategy

John Thomas, TD Bank’s Head of Global Innovation & Strategic Business Architecture, leads a number of different innovation groups for TD Bank including their personalization function. In this session, John will taking a deep dive into the importance of leveraging data to provide a holistic view of your customer and inform deeper, more meaningful customer interactions. Providing customers with the types of personalized interactions they want and expect (both digitally and in-person) is vital to drive customer engagement and start evolving customers into loyal fans. You’ll leave this session with meaningful takeaways for how to get started on the personalization journey. 

John Thomas, EVP, Head of Enterprise Innovation and Strategic Business Architecture at TD Bank

John Thomas

EVP, Head of Enterprise Innovation and Strategic Business Architecture
TD Bank

1:30 pm - 2:25 pm Digital Finance Tech Hub Workshop – Design Thinking

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.

2:05 pm - 2:25 pm Fireside Chat: KYC (Better) to KYC (Happier) - Know Your Customer Better to Keep Your Customer Happier

A stable data set at application is the foundation to protect the customer throughout the account lifecycle.
Join Jason Castillo – Senior VP of Enterprise Fraud Management of Citizens Bank and Bruce Nixon – President of Innovis in a fireside chat to learn how to proactively use data to combat current fraud trends while decreasing customer friction at point of application and through account management.

Jason Castillo, Senior VP, Head of Enterprise Fraud Management at Citizens Bank

Jason Castillo

Senior VP, Head of Enterprise Fraud Management
Citizens Bank

Bruce Nixon, President at Innovis

Bruce Nixon

President
Innovis

2:05 pm - 2:25 pm Please visit Track A for a special fireside chat with Innovis

1:30 pm - 2:25 pm Digital Finance Tech Hub Workshop – Design Thinking

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.

2:25 pm - 2:55 pm Fireside Chat Remix - Leveraging Data To Personalize Your Customer’s Experience And Increase Loyalty

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 

Anuj Prakash

VP, Model Risk Management
HSBC Bank USA

Daniel Chatelain, Managing Director at BayPay

Daniel Chatelain

Managing Director
BayPay

2:25 pm - 2:55 pm Fireside Chat Remix - Building A 360 Degree View Of Your Customer To Grow Retention And Loyalty

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

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

Brandon Harris

AVP, Digital & innovation
PenFed Credit Union

2:55 pm - 3:25 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

2:55 pm - 3:25 pm Panel Discussion - Using Design Thinking To Help Your Organization Transform Digitally And Meet Customer Demand

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

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

Sara Krawll

VP, Digital Portfolio Management & Operations Director
TIAA Bank

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

You don’t want to miss out on the last networking break of FDF 2020. Stop by the Innovation Lab for an afternoon pick me up! 

Track A Continued

4:10 pm - 4:35 pm Solo Presentation - How Can Community Banks Deliver Best-In-Class Digital Solutions?
There is little question that community banks excel in customer relationships.  However the perception also exists that community banks lack in digital capabilities.  Individual community banks don’t have the resources to build and test new, breakthrough technologies.  But there is a way for community banks to deliver best-in-class mobile and digital banking suites.
• Understanding the financial technology marketplace – what works and what doesn’t?
• Identifying solutions that matter and working with core providers to deliver
• Getting it done:  Driving digital transformation in your bank 

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

Stephen Wooters

EVP, CMO, Digital Banking And Payments
Fairfield County Bank

Track B Continued

4:10 pm - 4:35 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

4:35 pm - 4:35 pm End of FDF 2020