Designing Your Organization Around Customer Experience

BREAKOUT SESSION / TUESDAY / SEPTEMBER 14, 2021 / 9:30 AM

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

Jon Moen – Senior Vice President, is the Director of Product at First Bank. Jon is a Certified Treasury Professional (CTP) administered by the Association for Financial Professionals, has a Master’s of Business Administration degree with an emphasis in Information Technology and a Bachelor’s of Science in Management Information Systems. Possessing 23+ years of experience with First Bank, Jon has had various roles within the bank that provides him a unique perspective: Working in client facing roles in the branch and call center, behind the scenes as a senior analyst in Information Technology, or as Director of Treasury Management (sales, service and operations).

Kamesh Moola | Senior Vice President Virtual Channels | Barclays

Kamesh Moola is a Senior Vice President in the Digital Innovation and Customer experience Group at Barclays, where he is responsible for the bringing innovative tooling and capabilities to US consumer bank. Prior to this role he was a digital leader within Global Capital Markets. He is a fintech advisor at RISE NY- Home of Fintech by Barclays. Prior to joining Barclays, he held various management positions at Big four consulting firms. He has over fourteen years of experience in providing management consulting services to financial services firms across I-Banking Operations, Asset Management and Wealth Management in the technology strategy and digitization areas.

Ratnaker Muditanapally | Director of Digital Product Management, US Digital Sales – Deposits & Cards | BMO Financial Group

Ratnaker Muditanapally is the Director of Digital Product Management at BMO Financial Group. He’s accountable for leading the digital sales of US retail deposits and cards portfolio by driving the digital strategy and roadmap to provide best in class user experience and improve the conversion rates for digital sales channels. Prior to this role, he provided the technology leadership to deliver on digital roadmap for retail lending and deposit portfolios. Prior to joining BMO, he has helped multiple insurance clients with transformational programs. With a total of 19 years of experience, he has a passion to solve customer problems by aligning business and technology strategy.

Evan Siegel | VP of Financial Services & AI | eGain

Evan Siegel is eGain’s VP Financial Services AI, where he is pursuing his passion of democratizing quality financial guidance by applying the latest developments in AI, machine learning and knowledge management. Evan is currently leading eGain’s development and roll-out of the banking industry’s first automated virtual financial coach. Prior to eGain, Evan held customer experience leadership roles at Wells Fargo, where he also established the bank’s financial health coaching team that was featured in the bank’s annual report, brand advertising campaign, and ABC’s Good Morning America.

Nicky Stump | SVP, Customer Experience & Product Development | Broadway Bank

Speaker bio coming soon!

MODERATOR

Soren Bested | Chief Revenue Officer | Agent IQ

Soren Bested has more than 15 years serving financial institutions in the US, Europe and Australia. He joined emerging FinTech, Monitise, in London in 2007 and played a key role in seeing it become the largest global mobile banking and payments service provider. While in the US, Soren served as Managing Director, COO and Global Head of Product. In 2017, he became part of the formative team at Pivotus Ventures where he served as COO and Chief Product Officer. Then in 2018, Soren joined Agent IQ as their Chief Revenue Officer, landing their first client and scaling the company for growth.

Bradley Cooper | Editor | ATM Marketplace

Bradley Cooper is the editor of ATM Marketplace. He was previously the editor of Digital Signage Today, Kiosk Marketplace and Blockchain Tech News. His background is in Information Technology, Advertising, and Writing.

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