AGENDA
MONDAY // SEPTEMBER 23, 2019
4:00 pm | Registration opens
5:00 pm | Opening Remarks
David Drain | SVP of Events | Networld Media Group
5:10 pm | Opening Keynote
How to Transform Banking from a Simple Transaction to a World-Class Experience
Banking is a transactional business competing in an experiential world. Hear from the Head of Innovation for HSBC share how the industry is shifting from transactions to experiences and learn how innovation and cutting edge technologies have helped HSBC delight and excite their customers when, where and how they choose.
Speaker:
• Jeremy K. Balkin | Head of Innovation | HSBC
- Sponsored by Moxtra
6:00 – 8:00 pm | Networking
Welcome Reception
This is a great opportunity to meet some of our speakers, sponsors and your fellow attendees over hors d’oeuvres and cocktails.
- Sponsored by Moxtra
TUESDAY // SEPTEMBER 24, 2019
7:00 am | Registration & Breakfast
8:00 am | General Session
BCX Talks: Inspiration for Banking Executives
In this session, you will hear several thought-provoking talks to inform and inspire your customer experience endeavors.
PRESENTERS
Self-Servicing Analytics: How purpose driven insights make all the difference
• Corey LeBlanc | Chief Digital and Innovation Officer | Origin Bank
How Banks Need to Evolve Customer Service in the Digital Age
• Kimarie Matthews | SVP, Customer Service Messaging Channels | Wells Fargo
AI Driven Advice and Guidance: Delivering the Ultimate Bank Customer Experience
• Evan Siegel | VP, Financial Services AI Solutions | eGain
- Sponsored by eGain
9:00 am | Refreshment Break
9:30 am | Breakout Session
Bricks, Mortar and the Evolution of Digital Banking
Legacy banking institutions are competing against a growing number of neo-banks and fintech startups. The challenge for those traditional FIs is to figure out how to transform their brick-and-mortar based ecosystem to excel in an increasingly digital world. Which internal systems and customer touchpoints will need transformational change?
Panelists:
• Jessica Kendall Hornof | EVP, Retail Banking | First Citrus Bank
• Leslie Martinez-Moreno | Sr. Manager UX & Design, Secure Banking | CIBC
• Nika Stelman | Director, Design Strategy | Bridgeable
Moderator:
• Bill Stutzman | Director of Strategic Initiatives | Ventus Global Network Solutions
- Sponsored by Ventus Global Network Solutions
9:30 am | Breakout Session
Digital Onboarding: Are You Walking the Talk About Ease and Convenience?
Mobile and online onboarding can be a great way to win new customers and members. But if your process isn’t fast and seamless, your potential account holders will be the ones doing the walking. We’ll look at the do’s and don’ts of creating a welcoming customer experience before, during and after account opening.
Panelists:
• Scott Godthaab | SVP, Director of Retail Banking | Republic Bank & Trust Company
• Adam Pearl | Regional Vice President of Sales | ClickSWITCH
• Neil Stanley | Chief Credit Officer | TS Banking Group
Moderator:
• David Jones | Editor | Mobile Payments Today
- Sponsored by ClickSWITCH
10:30am | Refreshment Break
11:00 am | Breakout Session
Real Value or Real Hype: AI, Machine Learning and the Future of Customer Data
AI and machine learning technologies for banking are getting a huge amount of attention these days, and are being touted as the next-gen solution for everything from loan underwriting to digital security and customer service. But the question remains: Can AI and machine learning truly replace human interaction and in-depth analysis of data?
Panelists:
• Marc Butterfield | SVP, Innovation & Digital Strategy | First National Bank of Omaha
• Ram Ridgeway | VP of Digital Experience | Advia Credit Union
Moderator:
• Landy Wingard | Industry VP for Banking and Capital Markets | Hitachi Solutions America
- Sponsored by Hitachi Solutions
11:00 am | Breakout Session
Outsourcing: When, Why & How Much?
Many financial institutions have found that outsourcing operations such as mobile app development, data tracking and ATM fleet management can not only free their staff to engage in more complex tasks, but also help their organization compete with larger banks. In this session, you’ll learn how to prioritize and successfully implement outsourcing projects.
Panelists:
• Donna Embry | SVP, Global Payments Strategy | Evolve Bank & Trust
• David Puente | VP, Retail Experience | Firstmark Credit Union
• Madhu Reddy | SVP/Chief Information Officer | Republic Bank of Chicago
Moderator:
• Neil Scott | VP of Sales | ATM Solutions, Inc
- Sponsored by ATM Solutions, Inc.
12:00 pm | Lunch
1:00 pm | Breakout Session
Creating Personalized Customer Experiences
As technology evolves in all walks of life, customers expect those conveniences to apply to their banking experiences as well. With limited resources, prioritization choices are critical to ensuring that banks are creating the experiences they want to meet their business model. How can banks of all sizes scale their experiences to ensure customers feel the personalization they require? In addition to great training and customer service, they can turn to technology to relate to customers in-branch by name and banking preferences — and even to know where they left off with an online transaction.
Panelists:
• Chris Ferris | President & CEO | Fidelity Bank
• Shawn O’Brien | EVP, Consumer Banking Group Executive | Atlantic Union Bank
• Andrew Winninger | Local Marketing Manager | Capital One
Moderator:
• William Budde | VP of Product Marketing | Hyosung
- Sponsored by Hyosung
1:00 pm | Breakout Session
Transforming User Experience to Build the Digital Bank of the Future
It’s not just enough to have mobile apps, banks must design these to help consumers easily manage their daily financial lives. These highly desired new functions can help an FI strengthen account holder engagement and loyalty by providing compelling and competitive app services. We’ll look at some of these integrations and their potential payoffs for an FI.
Panelists:
• Kevin Boyd | VP, Head of Digital Lending | EZCORP
• Melissa Douros | Senior Director of Digital Experience | Discover Financial Services
• Albert Whitley | Client Experience Design Strategy, Director | BNY Mellon
Moderator:
• Bipin Sahni | Senior Executive Consultant | Persistent
- Sponsored by Persistent
2:00 pm | Refreshment Break
2:30 pm | Breakout Session
Why Mobile Banking Is More Than Just an App
An increasing number of legacy banks and fintech startups are using mobile technology in order to reach the bank customer wherever they want to be. Millions of banking customers are turning to smartphones, tablets and other mobile devices to deposit checks, apply for credit, interact with customer service and make payments. Are mobile apps just a tool, or a glimpse into the future of banking?
Panelists:
• Daniel Latimore | Chief Research Officer | Celent
• Andy Vitale | User Experience Design Director | SunTrust Bank
• Lamine Zarrad | CEO | Joust
Moderator:
• David Jones | Editor | Mobile Payments Today
2:30 pm | Breakout Session
Digital Security and the Future of Banking
As consumers and SMEs increasingly embrace digital banking technology, ensuring a secure customer experience becomes more important than ever. Digital banking is growing rapidly, and presenting unforeseen opportunities for malicious actors to steal data and disrupt the flow of business. What digital security measures can help FIs keep stay ahead of cybercriminals?
Panelists:
• Joe Mancini | SVP, Chief Information Security Officer | Radius Bank
• Paul Siegfried | Senior Vice President | TransUnion
Moderator:
• Amy Castor | Editor | ATM Marketplace & World of Money
3:30 pm | Refreshment Break
4:00 pm | General Session
Transforming Branch Transformation
Many elements of branch transformation — universal bankers, banking pods and teller-assisted devices, for example — are now well established. But the picture continues to shift and change as new technologies and customer needs arise. Learn how FIs are tweaking their operating models and what’s coming in the next phase of the branch transformation process.
Panelists:
• Don Elliott | VP, Customer Experience | First National Bank of Omaha
• Stephen Griffin | Sr. VP, Retail Distribution Strategy | Regions Bank
• EJ Kritz | Director, Training Practice | ath Power Consulting
• Chris Manske | Director of Retail Distribution, Consumer & Business Banking | U.S. Bank
Moderator:
• Chris Chandler | President & CEO | Perativ
- Sponsored by Perativ
4:00 pm | General Session
Transforming Branch Transformation
Many elements of branch transformation — universal bankers, banking pods and teller-assisted devices, for example — are now well established. But the picture continues to shift and change as new technologies and customer needs arise. Learn how FIs are tweaking their operating models and what’s coming in the next phase of the branch transformation process.
Panelists:
• Don Elliott | VP, Customer Experience | First National Bank of Omaha
• Stephen Griffin | Sr. VP, Retail Distribution Strategy | Regions Bank
• EJ Kritz | Director, Training Practice | ath Power Consulting
• Chris Manske | SVP, Director of Retail Expansion | U.S. Bank
Moderator:
• Chris Chandler | President & CEO | Perativ
- Sponsored by Perativ
6:00 – 9:00 pm | Networking Event
BCX Awards Ceremony & Dinner Party
After a full day of inspiring keynotes and information-packed sessions, relax and recharge while enjoying great food and conversation during our annual banquet celebrating BCX Award winners in these categories:
- Best Branch Experience
- Best ATM/Self-Service Experience
- Best Mobile/Online Experience (financial institutions)
- Best Mobile/Online Experience (non-traditional FIs or fintech)
Click here to learn more about the BCX Awards.
WEDNESDAY // SEPTEMBER 25, 2019
7:30 am | Breakfast
8:30 am | Keynote Session
Enabling Customers to Bank When, Where and How They Want — The Next Arc in Customer Experience for Banking
The growth of mobile banking has led many to believe that all other channels have pretty much run their course and will soon be displaced by mobile solutions. Yet, there’s no such thing as a mobile-only customer. Depending on the job to be done, customers need to engage with their bank in a variety of channels. The key to delivering transcendent customer experience is right-sizing the channels and enabling a superlative experience across all of them.
Speaker:
• Marbue Brown | Head of Customer Experience – Consumer Banking & Wealth Management | JPMorgan Chase
- Sponsored by eGain
KEYNOTE SPEAKER
Marbue Brown
Head of Customer Experience – Consumer Banking & Wealth Management
JPMorgan Chase
9:30 am | Refreshment Break
10:00 am | General Session
Discovery Hour
Learn about new and innovative financial technologies in this series of brief product presentations. Each presenter will have 5-7 minutes for an elevator pitch and five minutes for audience Q&A.
• Aspire Systems
• Moxtra
• PayKey
• Perativ
• Vouchr
11:00 am | Refreshment Break
11:15 am | General Session
‘Rapid-fire’ Roundtable: Are we keeping up with the Speed of Change?
In a fast-paced discussion, a panel of executives from consumer brands will share insights on the ever-changing customer experience. Executives from various backgrounds will evaluate the rate at which customer culture is changing across different industries. We’ll consider whether financial industries are exempt from transitioning so quickly or if they are directly affected by customers’ heightened expectations. We’ll also look at the next big trends in customer experience and whether financial institutions should be embracing them.
Panelists:
• Chris Ferris | President & CEO | Fidelity Bank
• Maja Neable | CMO, North American Personal & Business Banking | BMO Financial Group
• Ryan Tuttle | Senior Analyst, Consumer Finance | Euromonitor International
Moderator:
• Steve Mast | President & Chief Innovation Officer | Delvinia
- Sponsored by Delvinia
12:15 pm | Summit adjourns
