Future Digital Finance 2024

April 02 - 03, 2024

Hyatt Regency New Orleans, LA

Day One – April 2, 2024

What Does the New World of Data and Intelligence Mean for Digital Finance?

7:30 am - 8:20 am Registration and Networking Breakfast

8:20 am - 8:30 am Welcome Remarks & Ice Breaker

Kaitlyn Meade, Program Director, Future Digital Finance

8:30 am - 8:40 am Chairperson’s Opening Remarks

Baron Conway - Chief Strategy Officer, Finalytics.ai

Baron Conway

Chief Strategy Officer
Finalytics.ai

8:40 am - 9:05 am Customer 360:Leveraging Brand, Digital, Data and Physical to Grow and Build Loyalty

Gaurav Bhatia - Chief Marketing Officer and Head of Deposits, PenFed Credit Union


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Gaurav Bhatia

Chief Marketing Officer and Head of Deposits
PenFed Credit Union

9:05 am - 9:30 am Fireside Chat: The Journey to Instant Onboarding Capabilities and Enhanced Treasury Management

Susan Stutz - Senior Vice President, Head of Onboarding and Payment Operations, Citizens Bank Baron Conway - Chief Strategy Officer, Finalytics.ai

Join us for an enlightening conversation with Susan Stutz, Senior Vice President; Head of Onboarding and Payment Operations at Citizens Bank, about the evolution of onboarding capabilities and treasury management. Susan will share strategic considerations around shaping your bank's onboarding process and experience, treasury management, KYC, and more. In this presentation, Susan will discuss the challenges and hurdles in evolving the onboarding process to meet the ever-changing demands of the modern banking landscape. Learn more about:

  • Critical factors to build into your instant onboarding processes to stay competitive in the modern banking industry
  • Insights into how to future-proof your onboarding procedures in an ever-changing regulatory environment
  • Upgrading KYC compliance and development
  • Tying onboarding capabilities to impact internal operations and enhance efficiency
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Susan Stutz

Senior Vice President, Head of Onboarding and Payment Operations
Citizens Bank

Baron Conway

Chief Strategy Officer
Finalytics.ai

Always a buzzword but never arrived at – personalization is still evolving for the financial industry. Join our panel of industry experts as they delve into the evolving landscape of personalization in the context of banks and credit unions. Discover the latest developments in personalization capabilities, explore the dynamic interplay between customer expectations, generative AI, and regulatory changes, and learn how to navigate the path toward a future of fully personalized banking experiences at scale across diverse channels. Get new ideas for: 

  • Generating useful customer insights to fully understand your demographics, segments and the behaviors that drive them
  • Identify pivotal touchpoints for personalization that can add value
  • Re-plot a roadmap towards truly hyper-personalized banking at scale and across channels
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Tyler Kuhn

VP, Marketing & Digital Strategy
Service Credit Union

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Mike Balsam

VP, Digital Manager, Wealth Digital and Innovation
Wells Fargo

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Parker Graham

Founder and CEO
Finotta

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Erin Wynn

Executive Product Director, Digital Banking
NCR Voyix

Baron Conway

Chief Strategy Officer
Finalytics.ai

10:00 am - 10:40 am Networking Break in the Solutions Zone

We’re taking a break to network! Fuel up on coffee and snacks as you get the chance to check out our exhibition hall!

10:40 am - 11:05 am Human, Digital, or Cyborg: Unlocking the Future of Personal Finance

Sam Palmer - Head of Product & Experience, J.P. Morgan Wealth Management

The future of physical branches is no longer if they will exist, but how they will exist for banks and credit unions to stay relevant. Join us for an exploratory conversation about the role of the branch in a digital finance world from the relatable experiences of our community credit unions along with an industry expert in the space. Discussion scope:

  • Transformation Drivers and Branch Repurpose
  • Bank Retail Distribution Strategies
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Sam Palmer

Head of Product & Experience
J.P. Morgan Wealth Management

Embrace your mobile device! With an ever-expanding customer base relying on mobile devices for shopping, investing, financial management, research, and services, the realm of mobile technology introduces fresh opportunities and challenges in shaping integrated mobile banking strategies. The mobile platform presents distinct avenues for financial institutions to establish profound connections with their clientele. If you're eager to explore the forthcoming landscape of mobile banking and master the art of delivering exceptional customer experiences through mobile interfaces, the moment to engage is now! Join us to explore:

  • Gaining insights into customer preferences for mobile engagement, allowing you to prioritize key channels.
  • Utilizing advanced techniques to dissect mobile data, unravel user behavior, and extract valuable insights.
  • Harnessing cutting-edge tools, APIs, and integrations to seamlessly provide customers with unparalleled mobile experiences
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Jeremy O'Niel

Vice President of Marketing
HAPO Community Credit Union

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Steven Pierce

Vice President, Innovation
Black Hills Federal Credit Union

11:35 am - 11:55 am Keynote: Innovation to Implementation: Putting Your Pilots into Practice

Ami Iceman-Haueter - Chief Research and Digital Experience Officer, MSUFCU

Innovation in a vacuum does no good for your institution or for your customers. It is how that innovation is eventually rolled out, with thought and strategy, that makes or breaks any new product or offering. Join us for a compelling keynote exploring that implementation process, presented by Iceman Hauteur, Chief Research and Digital Experience Officer at MSUFCU. Drawing from her extensive experience at MSUFCU’s Innovation Lab, Hauteur will unravel the strategies and insights necessary to transition innovative pilot projects into practical, scalable solutions. Discover key strategies for:

  • Successfully driving adoption of new financial services and products from research, through the pilot and finally to roll-out
  • Cultivating a culture that fosters the internal buy-in and collaboration— a key indicator of customer adoption
  • Bridging the gap between groundbreaking ideas and their seamless integration into your financial services ecosystem
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Ami Iceman-Haueter

Chief Research and Digital Experience Officer
MSUFCU

11:55 am - 12:15 pm Keynote: Decoding the Messy World of Complaints

Chuck Rohrig - Executive Director, Advocacy, USAA

Business leaders can view complaints from so many ways it can become overwhelming at best, disillusioning at worst. When might complaint decreases be a bad thing? How do complaints affect loyalty? Isn’t everyone just complaining more about everything? We’ll dive into numbers, psychology, and archetypes to make sense of it all and leave you with tangible actions to apply at work.

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Chuck Rohrig

Executive Director, Advocacy
USAA

12:15 pm - 12:55 pm Workshop: Next-Gen Banking: Crafting Strategies To Guide Customers Through Real Financial Health

This interactive session is dedicated to unveiling a transformative approach that integrates cutting-edge digital strategies with a focus on fostering growth and enhancing financial wellbeing for customers. Our expert, Luis Rodríguez will present a pioneering solution that moves past conventional personalization, offering a holistic blueprint for cultivating deeper customer engagement and loyalty.

  • Explore innovative methodologies that leverage technology to create value-driven customer journeys, ensuring a seamless blend of financial prosperity and personal wellbeing. 
  • Create in-depth strategic, customer-centric banking experiences that cater to individual needs, preferences, and financial goals. 
  • Get a deep understanding of how to implement these strategies and create valuable and relevant financial paths for your customers, positioning yourself at the forefront of the industry's future. 

This workshop will provide valuable insights into deploying strategic initiatives that not only advance your organization but also contribute positively to the evolving landscape of financial services. 

Join us to discover how your institution can lead the charge towards a more inclusive, growth-oriented, and well-being-focused future in banking.

 

Luis Rodriguez - Product Evangelist, Strands


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Luis Rodriguez

Product Evangelist
Strands

12:55 pm - 1:55 pm Networking Lunch

Roll up your sleeves and join in for a workshop style session that will set you on the path to build a powerful, member-centric financial wellbeing program.

  • What is financial well-being? What are our members/customers saying
  • Going digital with financial well-being
  • Human-centered design brainstorming activity – walk in your customers’ shoes
  • Closing thoughts
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Rekha Athreya

Vice President, Marketing Operations
Desert Financial Credit Union

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Jonathan Lay

Vice President, Digital Marketing
Desert Financial Credit Union

12:55 pm - 1:55 pm Private Lunch

Track A: AI in Banking Today and What’s On the Horizon

2:00 pm - 2:20 pm Presentation: AI from the Frontlines: Partnering with the Entire Organization to Create Powerful Ai Solutions
Dakota Crow - Head of Innovation Programs, U.S. Bank


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Dakota Crow

Head of Innovation Programs
U.S. Bank

Track A: AI in Banking Today and What’s On the Horizon

2:20 pm - 2:40 pm Presentation: Solving the Puzzle: Discovering Hidden Patterns in Customer Data with Graph Technology
Robert Chang - Director of Modeling and Data Science, FI Consulting

While detecting patterns across bank customers can produce valuable insights that enable personalized marketing, this requires the right tools and technologies to power analytics. Knowledge graphs excel at exploiting untapped signals in complex customer relationships to unveil hidden connections that can enhance understanding of customer behaviors, preferences, and needs.

In this session, we will explain how leaders in the banking industry are using graph technology to integrate siloed customer data, discover new customer segments, and deliver tailored communications and product recommendations that expand customer loyalty and satisfaction. Session attendees will:

·       Grasp the key challenges to generating insights from complex customer data

·       Learn the applications of knowledge graphs in data-driven bank customer marketing

·       Understand the unique benefits of using graph technology to improve customer experience

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Robert Chang

Director of Modeling and Data Science
FI Consulting

AI has already begun to catalyze changes in financial services, but it has the potential to transform the industry in far more significant and sweeping ways. Institutions. now have an imperative to put AI integration into their digital strategy or risk ending up at a competitive disadvantage. But when, where and, most importantly, how should we be pursuing the gains that generative AI promises? In this debate-style panel, we are hashing out what the AI frontier could look like and asking: should we go there? Get high-level perspectives on:

  • Unlocking AI’s potential for capitalizing on untapped opportunities
  • Navigating regulatory grey spaces and mitigating risks
  • Vital factors to weigh before incorporating generative AI into your organizational framework
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Rajneesh Vijh

Vice President, Global Business Services
Bank of America

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Jay Tkachuk

Executive Vice President, Chief Digital Officer
Golden 1 Credit Union

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Barbara Widholm

Vice President State Street Digital
State Street

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Ryan Kulp

Portfolio Director
WBR

Track A: AI in Banking Today and What’s On the Horizon

3:10 pm - 3:30 pm Presentation: The Future of Digital Banking is Intelligent, Personalized, and Automated
Scott McQuilkin - CTO, Personetics
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Scott McQuilkin

CTO
Personetics

Track A: AI in Banking Today and What’s On the Horizon

3:30 pm - 3:50 pm Fireside Chat: Conversational AI Power Partners: How Partnerships Lead to Equitable Product Design
Paula Grieco - Senior Vice President, Commonwealth Benjamin Maxim - Chief Innovation Officer, MSU Federal Credit Union

As conversational AI and apps like Chat GPT continue to gain considerable momentum, integrating the needs, wants and aspirations of customers earning low and moderate incomes (LMI)—particularly households led by Black, Latinx, and women—is critical to the inclusive financial system of the future. In this session, hear about the field work research component of Commonwealth’s Emerging Tech for All project, a multi-year effort supported by JPMorgan Chase, aimed at identifying how new technologies can improve the financial well-being of people earning LMI. Here’s what to expect: 

  • Data driven insights drawn from consumer and provider research
  • Guidance on what building trust with this segment looks like
  • Features necessary to drive engagement.
  • Ways to incorporate their wants and needs to maximize value
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Paula Grieco

Senior Vice President
Commonwealth

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Benjamin Maxim

Chief Innovation Officer
MSU Federal Credit Union

Track B: Customer Acquisition and Retention

1:55 pm - 2:20 pm Presentation: Unlocking Multigenerational Customer Engagement
Mirella Reznic - EVP / Chief Strategy Officer, Valley Strong Credit Union

The dynamics of customer preferences vary across generations and even within segments of generations, when it comes to banking preferences, research is beginning to show. In this panel, our expert faculty will share what they have discovered about marketing to and engaging with clients from a variety of generations and what they expect from their financial institutions. Hear more about:

  • Finding the nuances between generations and within generations to forgo relying on what we think we know, particularly in light of post-pandemic shifts
  • Exploring customer feedback and differentiating with customer behavior to tease out what actually matters
  • Staying attuned to what drives loyalty and trust for different customer segments while keeping an eye on how that shifts overtime
  • Tap into evolving payment and preferences among Gen Z 
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Mirella Reznic

EVP / Chief Strategy Officer
Valley Strong Credit Union

Track B: Customer Acquisition and Retention

2:20 pm - 2:30 pm Innovation Spotlight: Stand Out from the Sea of Sameness: Differentiating Deposits with Financial Protection
Alex Matjanec - Founder & CEO, Wysh Life & Health

Wysh, a forward-thinking insurance carrier, has recently introduced an innovative deposit benefit known as Life Benefit. This product revolutionizes financial institutions by seamlessly embedding a micro-life insurance benefit directly on top of deposit accounts. Life Benefit helps Financial Institutions grow, retain, and differentiate their deposit offering by seamlessly embedding micro-life insurance onto a deposit account. Worth 1-10% of the consumer’s account balance, Life Benefit encourages consumers to maintain funds in order to leave their loved ones future financial security, while enhancing brand loyalty and strengthening FI’s balance sheet. Winning Best of Show at Finovate in September of 2023, Life Benefit’s demo was recognized as a groundbreaking, innovative fusion of life insurance protection embedded within deposit accounts.

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Alex Matjanec

Founder & CEO
Wysh Life & Health

Track B: Customer Acquisition and Retention

2:30 pm - 2:40 pm Innovation Spotlight: Know Your Next Best Customer
Jenny Beer - Head of PreSales, Americas, Creatio

In today’s market, personalized communication along the customer’s journey is imperative to retention. But how do know what that customer will find interesting and the best moment to send that information? How can you identify the customer most likely to convert for a cross-sell promotion, or a prospect most likely to join a new branch? In this presentation, learn more about how Creatio customers are building and utilizing robust customer 360 profiles to identify, target, and communicate with their next best customers.

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Jenny Beer

Head of PreSales, Americas
Creatio

In a climate where the majority of Americans still fee uncertain about the economy (whatever the numbers say), there is a need to shift strategies and messaging to meet them where they are at. Join us for a candid panel where we get into the whys and why nots of customer acquisition and core deposits. We’ll share insights into how core deposits have shifted in the last year or so, and how we should change our thinking to adapt. We will also address the continuing journey to refine customer acquisition in today’s climate. Get to the nitty-gritty as we answer:

  • What has shifted in the last year and what should we be thinking about in the next year?
  • What strategies, tools and approaches have sparked growth?
  • What lessons were learned along the way?
  • Where do we go from here? 
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Brian Knollenberg

Former SVP, Marketing
BECU

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Josh Williams

Executive Vice President, Head of Partnerships
CD Valet and Seattle Bank

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Tiffani Montez

Principal Analyst
Insider Intelligence

Track B: Customer Acquisition and Retention

3:10 pm - 3:30 pm Fireside Chat: Blending Physical and Digital to Create the Optimal Customer Relationship
Soren Bested - Chief Operating Officer, Agent IQ Michelle Hamilton - Chief Marketing Officer, Park National Bank

The relationships you have with your customers can be the key asset to long-lasting customer retention. In this session we will rethink how to approach customer engagement to make it seamless whether in branch or digitally and how that leads to long term loyalty and a brand that customers want to be associated with.

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Soren Bested

Chief Operating Officer
Agent IQ

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Michelle Hamilton

Chief Marketing Officer
Park National Bank

Track B: Customer Acquisition and Retention

3:30 pm - 3:50 pm Presentation: A Strategic Approach to Digital Evolution in Finance – Decoding Build vs. Buy
Grant D. Karsas - Vice President of Digital Services, Travis Credit Union

Many credit unions and community banks face the question “How do we keep up with technology trends for our customers/members when we only have a fraction of the budget big banks do?” In the fast-evolving landscape of financial services, credit unions are often confronted with the crucial choice between building and maintaining custom solutions in-house or opting to buy vendor led solutions. Grant Karsas, VP of Digital Services at Travis Credit Union, will walk through the complexities of this "Build vs. Buy" dilemma, offering a comprehensive analysis and examples he’s led other FIs through in his roles of Digital Technology.  We'll explore the unique challenges and opportunities in the financial sector, providing practical insights to help FI leaders make informed decisions that align with their organizational goals.   

Key Topics Include

  • How TCU approaches digital innovation differently
  • Outside influences
  • How Members and outside influences are driving the credit union action plan
  • Essential Parts of the Process
  • How to evaluate what you could ‘Build’ and the steps in the ‘Buy’ process from vendor evaluation, leadership buy-in and launch
  • Time-to-Market
  • Evaluating the speed at which an institution can deploy technology solutions (or not deploy), and the impact on member services and satisfaction
  • Measuring Success
  • From channel trends (branch vs digital) to internal efficiency, how do we know the impact was what we thought it would be?
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Grant D. Karsas

Vice President of Digital Services
Travis Credit Union

3:50 pm - 4:30 pm Hit Refresh! Networking Break in the Solution Zone

We are taking a break to network! Grab a snack, re-up your coffee and connect with people!

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.  

Confirmed Roundtable Leaders:

  • Unveiling the Latest Financial Website Trends & Updates for Ultimate User Experience - Taylor Rettig, Financial Account Manager, forbinfi
  • Midsize/Community Bank Meetup - Greg Hargis, Senior Manager – FIG, Texas Capital Bank & John Mignone, Texas Capital Bank
  • AI-Powered, Human-Backed: Optimizing the Customer Experience - Andrew McKenna, Vice President of Product Management, DataMotion
  •  In this roundtable, we’ll dive into the delicate balance between automated self-service through AI and the essential personal touch in customer relationships. We'll discuss the art of integrating technology with personal service to enhance customer interactions while ensuring that trusted, personal advisor connection remains strong. We'll also examine practical ways to incorporate AI seamlessly into your business processes, avoiding the pitfalls of creating siloed solutions. Finally, we’ll have an open conversation about maintaining strict security measures when bringing AI into the fold. Join us to explore how to elegantly blend the latest technology with the human element to provide top-notch customer experiences.
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Taylor Rettig

Financial Account Manager
forbinfi

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Andrew McKenna

Vice President of Product Management
DataMotion

Greg Hargis

Senior Manager – FIG
Texas Capital Bank

John Mignone

Financial Institutions Group (FIG) – Head of Banks & NBFIs Coverage Team
Texas Capital Bank

James Jordan

Vice President, Senior Treasury Management Officer – Middle Market
Texas Capital Bank

5:30 pm - 6:05 pm Capstone Keynote: Protecting Your Bank’s Reputation in the Digital Age

Stephen Wooters - Executive Vice President, Fairfield County Bank

A reputation was once a handshake and an understanding between two people. Today, a bank’s (or any brand’s) digital reputation is still the calling card for trust, but it relies on a variety of factors and requires proactive management. In this forward-thinking session, join Stephen Wooters, Executive Vice President of Fairfield County Bank, to talk building, managing and influencing a modern digital reputation. As the financial landscape evolves, this session is a timely exploration of the vital role reputation plays in sustaining trust and credibility and in creating a reputation that engages a multigenerational audience.  

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Stephen Wooters

Executive Vice President
Fairfield County Bank

6:05 pm - 7:00 pm Cocktail Reception

Join us to close out the day with live music, toast to ‘let the good times roll!’, and enjoy some New Orleans creole-style bites!

7:00 pm - 7:00 pm End of Day 1

8:30 pm - 10:00 pm Late Night, Night Cap At The Lobby Bar