Future Digital Finance 2020

March 09 - 10, 2020

Hyatt Regency Miami, FL

Tricia Szurgot, Chief Member Experience & Marketing Officer, Head Of Corporate Social Responsibility at First Commonwealth Federal Credit Union
First Commonwealth Federal Credit Union Logo

Tricia Szurgot


Chief Member Experience & Marketing Officer, Head Of Corporate Social Responsibility
First Commonwealth Federal Credit Union

Check out the incredible speaker line-up to see who will be joining Tricia.

Download The Latest Agenda

Day One – Monday, March 9 Next Gen Digital Transformation and Innovation

Monday, March 9th, 2020


1:40 PM Solo Presentation - Understanding The Value That Journey Mapping Can Add To Digital Transformation

Although customer journey mapping process can be different for every FI, at root it’s really about understanding the data you’re gathering and identifying areas in the customer journey that need to be improved. In this session you’ll hear from Tricia Surzgot, 2017’s CMO Of The Year. Tricia is leading transformation of the brand, experience, culture and retail and digital strategy at FCFCU and she’ll be talking to you about: 
•Using journey mapping to develop a 360 degree view of your customers’  journey
•Making sure the necessary internal  stake holders have buy-in into your journey mapping in order to pull in the data you need from different areas in your organization
•Showing the ROI of journey mapping in order to have support from senior leadership
•Understanding the evolutionary nature of journey mapping 
•Adding customer journey mapping to your digital transformation to shape experiences according to customer preferences 

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

Tuesday, March 10th, 2020


11:00 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

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