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REINVENTING THE FINANCIAL EXPERIENCE THROUGH DIGITAL INNOVATION

MAY 04 - 05, 2022 | 12:00PM ET | ONLINE

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THE GREAT RESIGNATION, SHIFTING EXPECTATIONS, PHYGITAL CHANNELS...
WHAT'S NEXT?


Digital is no longer secondary: Within a two-year span, the pandemic has been
the root of shifting customer expectations, pushing your organization to:
rapidly evolve customer engagement strategies, survive closing physical channels
by investing in digital channels, respond     quickly to the Great Resignation
and challenging labor market that follows.

With over 190 million digital banking users reported in the US in 2021 (75% of
the population), the need for digital channels has grown more than ever,
drastically accelerating timelines for most financial institutions to bring
digital to the forefront of their customer strategy. This puts an even greater
lens on customer experience, with companies investing their time, money, and
attention to making the digital experience more smooth, convenient and
engaging. 

Join 250+ of your peers during our Virtual Summit, the ultimate networking
experience: packed with strategies, case studies, and fresh insights curated by
senior level customer experience experts in financial services and data
management. Join us and connect with 250+ like-minded professionals as they dive
into ways to combat post-pandemic customer expectations, a changing labor
market, and industry disruptions from non-traditional financial institutions. 

Find out why we're rated #1 as the source for invaluable insights on challenges,
trends and strategies that are continuing to revolutionize the financial
services sector. 

Reserve Your Free Spot


OUR SPEAKERS. YOUR VISIONARIES.

Ilan Davidovici

Principal, Client Experience

Edward Jones

Tim Keough

Principal, Voice of Client /Market Research

BNY Mellon | Pershing

Steven Kietz

Chief Executive Officer

Reliant Funding

Pam G. Piligian

Chief Marketing Officer/SVP

Navy Federal Credit Union

Tom Novak

Chief Digital Officer

Visions Federal Credit Union

Amy McGraw

Vice President of Marketing and Chief Experience Officer

Tropical Financial Credit Union

Amanda Flashner

EVP, Customer Experience and Communications

LendingPoint

Lisa-Maria Alexander

Former Chief Marketing Officer – Trinidad and Tobago

JMMB Group

Michelle Drager

CPTD, SVP, Director of Leadership & Talent Development

Columbia Bank

Benjamin Maxim

Vice President, Digital Strategy & Innovation

MSU Federal Credit Union

Jim Stapleton

Senior Vice President, Client Partner

Epsilon

Doug Roerden

Head of Experience Design

FM Global

Alex Yang

Director, Connected Banking

Bank of America

Alexandra Mack

Director, Global Industry Solutions

Zendesk

Sam Cook

Marketing Member Experience Manager

First Tech Federal Credit Union

Tyler Brown

Senior Analyst, Banking

Insider Intelligence

Maria Elm

Senior Analyst, Banking

Insider Intelligence

Quinn Seidman

Senior Account Executive,

Momentive

Sam Gutierrez

Research Scientist

Momentive

Kaitlyn Meade

Conference Producer

FDF/CXFS

Free Sign Up


2 DAYS OF CONTENT, INFINITE TAKEAWAYS.






SET YOUR BANKING EXPERIENCE STRATEGY UP FOR SUCCESS



Our agenda is 100% focused on the biggest challenges and opportunities that
you’re currently facing. Brimming with inspirational content from industry
leaders, you’ll get tons of detailed strategies on differentiating from
non-traditional tech giants, diversifying your digital & physical landscape, and
responding to your customers needs efficiently.  Walk away knowing exactly how
to take your banking experience to the next level.




THE MOST INTERACTIVE DIGITAL BANKING VIRTUAL SUMMIT, GUARANTEED


Rekindle the magic of the in-person experience with over 20 hours of intimate
networking opportunities, thought-provoking fireside chats, and of course, LIVE
roundtables where you can connect with your peers. Take these two days to get
inspired, make new friends, and speak “off-the-record” with some of today’s most
innovative industry leaders. You’ll make connections like no other event, and
become a part of a true community.




GAIN FRESH PERSPECTIVES FROM THE BEST IN BANKING



You’ll listen to 20+ leading digital finance and banking experience speakers for
an unbiased view of where the future is headed. Get the answers you need to the
industry’s most important questions so you can level up your customer engagement
program. Learn from the best of the best and deliver greater value to your
organization and customers!

AGENDA


WEDNESDAY, MAY 4: THE ECOSYSTEM OF CHANGE – ADVANCING FINANCE IN A DIGITAL WORLD

View All Session Details


   


   

 * 12:00 pm - 12:05 pm
   
   12:00 pm - 12:05 pm
   
   
   WELCOME REMARKS
   
   Kaitlyn Meade, Conference Producer, FDF/CXFS
   
   

 * 12:05 pm - 12:35 pm
   
   12:05 pm - 12:35 pm
   
   
   PANEL DISCUSSION: THE PROCESS OF CHANGE – PLOTTING YOUR DIGITAL
   TRANSFORMATION ROADMAP
   
   Tom Novak, Chief Digital Officer, Visions Federal Credit Union
   Amanda Flashner, EVP, Customer Experience and Communications, LendingPoint
   
   Digital transformation is a vital part of every FI’s conversations around
   modernizing their processes and engagement. Making drastic, business-wide
   changes are complicated and are often stymied by unforeseen obstacles in
   today’s rapidly changing financial and technological landscape. So how can
   institutions make the change needed to stay competitive in todays world? This
   session talks through tips, tricks and strategies for:
   
    *  Evaluating your needs verses wants and weighting them appropriately
    *  Thinking through your ROI for various solutions and deciding on the right
      time to move on them
    *  Creating organization-wide momentum to get buy-in across the board
    * New ways of looking at success on a constantly shifting playing field
   
   Setting manageable and moving goals along the transformation journey to
   better evaluate and demonstrate value
   
   Learn more

 * 12:40 pm - 1:00 pm
   
   12:40 pm - 1:00 pm
   
   
   PRESENTATION: NEOBANKING - THE FUTURE OF BANKING GOES DIGITAL
   
   Quinn Seidman, Senior Account Executive,, Momentive
   Sam Gutierrez, Research Scientist, Momentive
   
   Is the future of banking going digital? What does the data tell us? Join
   Momentive (makers of SurveyMonkey) as they dive into recent research on
   neobanks. 
   
   Learn more

 * 1:00 pm - 1:30 pm
   
   1:00 pm - 1:30 pm
   
   
   IMPROVING YOUR CUSTOMER JOURNEY ACROSS CHANNELS
   
   Alexandra Mack, Director, Global Industry Solutions, Zendesk
   Doug Roerden, Head of Experience Design, FM Global
   
   The last two years have shown that customers are increasingly looking to
   digital for simple and convenient financial services. How do you create
   customer pathways to allow your members to access services and get advice
   quickly, while connecting them with human channels when they need them? This
   type of engagement is quickly becoming vital to your customer satisfaction.
   This session talks through real-world examples of:
   
    * Examining customer interactions both in-detail and across their journey
    * Finding new ways to integrate your channels for a more wholistic
      experience and feed-back loop
    * Fine-tuning your digital strategies to improve personalized targeting of
      products and services
    * Finding new ways to bring convenience and ease to the digital experience
      to increase satisfaction and loyalty
   
   Learn more

 * 1:30 pm - 1:55 pm
   
   1:30 pm - 1:55 pm
   
   
   FIRESIDE CHAT: BRINGING CONTINUOUS PROCESS IMPROVEMENT TO CX
   
   Sam Cook, Marketing Member Experience Manager, First Tech Federal Credit
   Union
   
   Improving customer experience can be a tricky process, especially when it
   comes to identifying the root cause of complaints and bringing that feedback
   into the process of changing the customer journey. In this conversation on
   the ins-and-outs of digital experience, we will look at CX through the lens
   of continuous process improvement, bringing in a methodology for moving from
   reactive to proactive in eliminating pain points for customers. Find
   strategies for:
   
    * Applying the Six Sigma method to CX to create a cycle of improvement and
      feedback and improve customer satisfaction
    * Targeting the root causes of customer feedback and complaints to eliminate
      friction at the source
    * Collapsing silos and bringing customer experience to the forefront of your
      business teams
    * Finding better ways to communicate data and findings across teams to
      integrate the CX process, improving overall customer service
   
   Learn more

 * 2:00 pm - 2:30 pm
   
   2:00 pm - 2:30 pm
   
   
   PANEL DISCUSSION: INVESTING IN YOUR TEAMS – EMPOWERING EMPLOYEES IN FINANCIAL
   INSTITUTIONS
   
   Steven Kietz, Chief Executive Officer, Reliant Funding
   Michelle Drager, CPTD, SVP, Director of Leadership & Talent Development,
   Columbia Bank
   
   Employees play a critical role in the customer experience, whether they are
   managing back-end processes or interacting with customers directly. With the
   great resignation taxing teams across organizations, recruiting and keeping
   top talent is harder than ever. This session investigates the changing roles
   and demands on team members and rethinks ways to strengthen your employee
   loyalty and offer new opportunities in the FI space by:
   
    * Understanding the role of employee coaching in the context of digital
      engagement and competency
    *  Investing in training and building pathways for advancement to keep your
      team moving ahead
    * Reexamining the roles and structures of teams to encourage and showcase
      employee initiative
    * Building teams that can work across silos and create a company culture of
      collaboration
    * Creating a culture of creativity and challenge that motivates employees to
      engage in work that matters
   
   Learn more

 * 2:30 pm - 2:35 pm
   
   2:30 pm - 2:35 pm
   
   
   DAY 1 CLOSING REMARKS AND GIVEAWAY
   
   


THURSDAY, MAY 5: FASTER, SMARTER AND STILL HUMAN - RETHINKING DIGITAL CUSTOMER
EXPERIENCE

View All Session Details


   

 * 12:00 pm - 12:05 pm
   
   12:00 pm - 12:05 pm
   
   
   WELCOME REMARKS
   
   Kaitlyn Meade, Conference Producer, FDF/CXFS
   
   

 * 12:05 pm - 12:30 pm
   
   12:05 pm - 12:30 pm
   
   
   FIRESIDE CHAT: THE PSYCHOLOGY OF TRUST – NAVIGATING CHANGING CUSTOMER
   EXPECTATIONS
   
   Tim Keough, Principal, Voice of Client /Market Research, BNY Mellon |
   Pershing
   Maria Elm, Senior Analyst, Banking, Insider Intelligence
   
   Trust is fundamental to any financial relationship. It is the key to creating
   ongoing loyalty and client satisfaction. With so many shifts in recent years,
   there is an increased sense of instability and concern around trust and
   stability. How do you ensure you are building that trust according to the
   needs, fears and expectations of the client? This session explores:
   
    * Looking at the factors that are impacting customer trust today and
      addressing those factors proactively
    * Thinking through our contingency plans to maintain stability and service
      in an unpredictable landscape
    * Making sure clients can reach the people and services they want when they
      need them
    *  Targeting the key drivers of perceived safety in both digital and human
      channels to inspire ongoing satisfaction and loyalty
   
   Learn more

 * 12:30 pm - 1:00 pm
   
   12:30 pm - 1:00 pm
   
   
   FIRESIDE CHAT: CRITICAL COOPERATION – CREATING FINTECH PARTNERSHIPS THAT ADD
   MUTUAL VALUE
   
   Benjamin Maxim, Vice President, Digital Strategy & Innovation, MSU Federal
   Credit Union
   
   Technology is critical to continued digital transformation – but with a
   myriad of options out there, how do you go about finding the right fintech
   partner and creating a lasting relationship that brings value across the
   board? Hear from expert innovator, Benjamin Maxim, MSU Federal Credit Union's
   
   VP of Digital Strategy & Innovation, about creating an environment of
   collaboration without fear in digital partnerships. From initial
   conversations and goal setting through to continued evaluation and roll out,
   this session will help you plot a course for:
   
    * Creating a judgement-free environment for trial and error in pursuit of
      value
    * Setting goals in internally and with partners to make sure you are aligned
      throughout the process
    * Paying attention to changing member needs and desires to find new
      solutions that fit your audience
    * Reframing obstacles as opportunities to further explore ongoing fintech
      relationships
    * Creating systems that promote responsiveness and agility in product
      development
   
   Learn more

 * 1:00 pm - 1:35 pm
   
   1:00 pm - 1:35 pm
   
   
   PANEL DISCUSSION: FROM ACQUISITION TO LOYALTY – CREATING LONG-TERM ENGAGEMENT
   AND VALUE
   
   Alex Yang, Director, Connected Banking, Bank of America
   Jim Stapleton, Senior Vice President, Client Partner, Epsilon
   Tyler Brown, Senior Analyst, Banking, Insider Intelligence
   
   Today’s client expects more from their financial institution than ever
   before. To stand out from the wide spectrum of financial institutions and
   disruptors, companies must find the right balance of personalized content and
   services alongside empathy. This session explores opportunities for
   initiating, growing and maintaining relationships with clients through:
   
   •                Understanding how to bring customer expectations and
   customer experience into alignment
   
   •                Finding new opportunities for acquisition through creative
   use of analytics
   
   •                Understanding how to deploy people strategically for more
   targeted customer interactions
   
   •                Increasing customer satisfaction and personalization to
   build lifetime loyalty
   
   Learn more

 * 1:35 pm - 2:00 pm
   
   1:35 pm - 2:00 pm
   
   
   FIRESIDE CHAT: EFFECTIVELY CONNECTING WITH YOUR CUSTOMERS TO DIFFERENTIATE
   FROM THE COMPETITION
   
   Ilan Davidovici, Principal, Client Experience, Edward Jones
   
   Customer behavior can be unpredictable and complex, as customers want to feel
   that their needs are understood. FI’s need to stand out from the crowd and
   show their customers that they can be trusted. In this fireside chat, we will
   look at different ways to make meaningful connections with your customers to
   show that you understand their needs and goals.
   
   •            Understanding your customers’ needs 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
   
   Learn more

 * 2:00 pm - 2:30 pm
   
   2:00 pm - 2:30 pm
   
   
   FIRESIDE CHAT: MAKING THE BUSINESS CASE FOR CX
   
   Lisa-Maria Alexander, Former Chief Marketing Officer – Trinidad and Tobago,
   JMMB Group
   
   Most institutions agree that satisfied and loyal customers are at the core of
   their business model and will positively impact their business, but many do
   not invest the time and resources in building comprehensive CX strategy that
   will keep customers happy and engaged. Often, while we agree the customer is
   at the center of what we do, initiatives that focus on CX lack a clear and
   concise business case, and an understanding of the measurable deliverables
   that will have a positive financial impact on the business as well as the
   costs related to poor CX. In this session, former JMMB CMO Lisa-Maria
   Alexander will simplify the math to help you:
   
    * Understand the direct impacts of excellent (or not-so-excellent) customer
      experience on business
    * Draw the line between customer experience and costs in relevant and
      measurable ways
    * Approach the cost of compliance as an opportunity for growth and positive
      CX
    * Reduce costs with digital experiences and stay competitive in a changing
      digital banking landscape
   
   Learn more

 * 2:30 pm - 3:00 pm
   
   2:30 pm - 3:00 pm
   
   
   PANEL DISCUSSION: PERSONALIZATION AT SCALE – USING YOUR DIGITAL TOOLKIT
   
   Pam G. Piligian, Chief Marketing Officer/SVP, Navy Federal Credit Union
   Amy McGraw, Vice President of Marketing and Chief Experience Officer,
   Tropical Financial Credit Union
   
   Customer and investor expectations in today’s fast, digital world have
   accelerated the need for personal, timely and targeted outreach and
   interactions – so how do you create a strategy that can scale with your
   business? This session looks at solutions to cut time-consuming work and
   bring in strategies and tools to help you focus on the big picture. Cut
   through the noise in this conversation with experts in the field about:
   
    * Understanding your clients by building 360-degree profiles that capture
      needs, assets and opportunities for growth
    * Bringing in tools that will consolidate data and break down silos, as well
      as making sure your teams can use them effectively! 
    * Deploying marketing strategies that can meet your customers where they are
      with what they need
   
   Learn more

 * 3:00 pm - 3:05 pm
   
   3:00 pm - 3:05 pm
   
   
   DAY 2 CLOSING REMARKS AND GIVEAWAYS
   
   

Join Your Peers!


100% DIGITAL. 100% REAL CONNECTIONS.

We custom-build interactive sessions so you'll learn more & actually enjoy
meeting people in our virtual space. Plus, our sessions are specifically curated
with your concerns in mind—you won't find these at any other virtual
conference! 

VIRTUAL MEETING HUBS: 
BUILD TRUE CONNECTIONS WITH FELLOW ATTENDEES THROUGH LIVE CHAT OR VIDEO

RESOURCE CENTER:
FULL OF FREE, DOWNLOADABLE CONTENT FROM PARTICIPATING WORLD-CLASS BRANDS
 


DISCUSSION FORUMS:
TALK ABOUT SESSIONS IN REAL-TIME WITH YOUR PEERS & ENGAGE WITH THE SPEAKERS

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BRINGING TOGETHER THE BEST IN DIGITAL FINANCE




Join Your Peers!


WHO ATTENDS OUR VIRTUAL SUMMITS?


LET’S CONNECT & CREATE A CUSTOM EXPERIENCE

Hi, I'm Tevin, the Sponsorship Director for the FDF/CXFS Virtual Summit. Reach
out by clicking the button below and I’ll be in touch within 24 hours. Looking
forward to connecting!



Contact Tevin
IN PARTNERSHIP WITH:


HOW OUR VIRTUAL SUMMITS WORK

Participating in a virtual summit is easy. Once you and your team register, each
of you will receive a link to access the presentations. You can also add the
summit to your Outlook or other calendar as a reminder. You do not need to
download or install any software to participate. All you need is Internet
access. The sessions will be recorded, and will be available for a limited time
afterwards. It’s going to be a great summit!


*Note: This summit is exclusively for financial industry executives. Solution
providers to these organizations and others will not be allowed to attend.
Please register with your full company name and your corporate email address or
you risk not gaining admittance. WBR reserves the right to not admit registrants
based on company type.



Free Sign Up

Phone: +1 888.482.6012 

Fax: 1 (646) 200.7535

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