Designing Your Organization Around Customer Experience

As your organization embarks upon or continues to make a digital transformation, the time is ripe to make an organizational transformation as well. To do this successfully, one must change culturally, taking on a digital and customer-centric mindset. When the customer and their experience is at the center of your organization, all the decisions and strategies can flow from there.

Panelists:
• Jon Moen | Senior Vice President, Director of Product | First Bank
• Kamesh Moola | Senior Vice President Virtual Channels | Barclays
• Ratnaker Muditanapally | Director of Digital Product Management, US Digital Sales – Deposits & Cards | BMO Financial Group

Moderator:
• Bradley Cooper | Editor | ATM Marketplace

From Fintech to Big Tech: Learning From and Partnering With Banking Disruptors

The banking industry is facing a new set of challengers from established Silicon Valley firms entering the banking space, to fintech startups launching mobile banking and investment apps. A growing number of financial institutions are now forming alliances with technology companies to capture part of a growing market that would otherwise bypass traditional banking services.

Panelists:
• Winston Damarillo | CEO | Talino Venture Labs
• Madhu Reddy | SVP/Chief Information Officer | Republic Bank of Chicago
• Milton Santiago | Global Head of Digital Services | Silicon Valley Bank

Moderator:
• Heang Chan | CEO & Co-Founder | Prelim

From Transactional to Relational: Gaining New Customers and Keeping Them for Life

No matter the age of your organization, there is a constant need and desire to acquire new customers and convert them into lifelong relationships. To do this, one must move from a relationship based on transactions to one based on customer financial wellbeing and advice. In this session, we’ll discuss how to create the right culture and strategy to engage consumers wherever they are in their financial lives.

Panelists:
• Andy Cease | Manager, Product Marketing | Entrust
• EJ Kritz | EVP, Training & Customer Experience | ath Power Consulting
• Tom Long | Founding Manager | The Long Group
• Maria Tchernychova | Head of US Customer Lifecycle & Digital Channels Marketing | BMO Harris Bank

Moderator:
• Jean-Pierre Lacroix | President, Founder | Shikatani Lacroix Design

Best-in-Class Mobile Banking

As major banks increasingly move from branch-based banking to online and mobile apps, we’re starting to see some separation between true innovators and FIs that may get left behind. A number of FIs are thinking out of the box and become the leading edge of forging a new standard in digital banking.

Panelists:
• Will Hernandez | Media Strategist | BackBay Communications
• Dave Richardson | Senior Manager, Fraud Operations | First National Bank of Omaha
• Stephen Wooters | EVP, CMO, Digital Banking & Payments | Fairfield County Bank

Moderator:
• Brett Johnson | Account Executive | ID.me

1:00 pm | Breakout Session

Capturing the Unbanked in the Digital Age

One-fifth of the world’s population is unbanked. Through the introduction of new technologies, financial institutions have begun to eliminate the hurdles that stop people from entering the financial world ­– whether it be lack of trust, onboarding friction, or accessibility. In this session, we will discuss how digital transformation can turn formerly unbanked individuals into valued members of the financial world by increasing financial inclusion and economic growth for all.

Panelists:
• Darren Easton | Head of Underserved Strategy | BMO Harris Bank
• Donna Embry | SVP, Global Payments Strategy | Evolve Bank & Trust
• Tom Walsh | Account Director | Ekata
• Lamine Zarrad | SVP | ZenBusiness

Moderator:
• Bradley Cooper | Editor | ATM Marketplace

1:00 pm | Breakout Session

Branch of the Future: Trends in Branch Design

In recent years, the physical branch has been a hot topic of discussion in the financial services industry. Some FIs have created “branch of the future” concepts, focusing on high-tech and high-touch. Others have opened branches in non-traditional locations while closing some traditional branches in an effort to “right size.” This panel will discuss the branch and ATM physical network strategy in light of the way customers bank today. We’ll also ask: will COVID-19 have a lasting effect on branch design?

Panelists:
• Stephen Griffin | Senior Vice President, Retail Branch Distribution Strategy & Sales, Staffing Analytics | Regions Bank
• Brian McEvoy | SVP, Sr. Retail Banking Officer | Webster Five Cents Savings Bank
• Mack Turner | Founder | Mack Turner Marketing Consulting & Insights

Moderator:
• Dan Mercurio | Head of Strategic Partnerships | SigFig

2:30 pm | Breakout Session

Bringing Your Brand to Life

We’ll speak with three industry experts that have all recently gone through brand transformation in some way. We’ll discuss what tactics they used in terms of both research and training to help ensure that what was being promoted externally (advertising) was being executed by front-line staff.

Panelists:
• Jennifer Harrington | President | HATCH
• Duane Smith | EVP, Chief Marketing Officer | Atlantic Union Bank
• Mack Turner | Founder | Mack Turner Marketing Consulting & Insights

Moderator:
• EJ Kritz | EVP, Training & Customer Experience | ath Power Consulting

2:30 pm | Breakout Session

Creating a Seamless and Secure Omni-Channel Experience

Dive into the details of delivering on the next generation of consumer expectations when it comes to banking and payments. From phone to branch and beyond – the way consumers interact with their financial institution is more connected than ever before, creating a unique opportunity for community banks and credit unions. In this session, we’ll cover identities, card issuance, and payments and how to stay ahead of fintechs and traditional competitors alike with a best-in-class omnichannel experience.

Panelists:
• Andy Cease | Manager, Product Marketing | Entrust
• Samuel Kirsch | Chief Digital Officer | First National Bank

Moderator:
• Bradley Cooper | Editor | ATM Marketplace