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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

Jeremy K. Balkin | Head of Innovation | HSBC


Jeremy K. Balkin
Head of Innovation

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.



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.


The Value of the Branch for Customer Experience
Andrés Cueto, MSRE | SVP, Portfolio Director – Corporate Real Estate | BBVA Compass

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


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?

Jessica Kendall Hornof | EVP, Retail Banking | First Citrus Bank
Leslie Martinez-Moreno | Sr. Manager UX & Design, Secure Banking | CIBC

Len Gaulin | Director, Business Solutions | 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.

Chad Dilley | SVP, Channel Strategy | Zions Bank
Scott Godthaab | SVP, Director of Retail Banking | Republic Bank & Trust Company
Adam Pearl | Regional Vice President of Sales | ClickSWITCH

  • 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?

Ram Ridgeway | VP of Digital Experience | Advia Credit Union
Kader Sakkaria | VP, Digital and Technology Transformation | Realogy Holdings Corp.

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.

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

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

Community banks with longtime customers and employees know how to make their account holders feel at home. But how can bigger banks scale this personal service and warm welcome? 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.

Chris Ferris | President & CEO | Fidelity Bank

  • Sponsored by Hyosung

1:00 pm | Breakout Session

Mobile Banking Extras: Worth the Investment?

More banks are enhancing their mobile apps with tools to help consumers manage their daily financial lives. These add-ons can help an FI strengthen account holder engagement and loyalty by providing in-app services comparable to those available from providers like Acorns and Mint. We’ll look at some of these integrations and their potential payoffs for an FI.

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?

Chris Barlow | VP, eBanking | Webster Bank
Daniel Latimore | Head of Retail Banking | Celent
Andy Vitale | User Experience Design Director | SunTrust Bank

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?

Joe Mancini | VP, Information Security | Radius Bank

3:30 pm | Refreshment Break

4:00 pm | General Session

Transforming Branch Transformation

Many elements of branch transformation are now well established — for example, universal bankers, banking pods and teller-assisted devices. 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 next phase in the branch transformation process.

Stephen Griffin | Sr. VP, Retail Distribution Strategy | Regions Bank


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.



7:30 am | Breakfast

8:30 am | Keynote Session


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 10-minute product presentations. Each presenter will have five minutes for an elevator pitch and five minutes for audience Q&A.


11:00 am | Refreshment Break

11:15 am | General Session

Bankers ‘Rapid-fire’ Roundtable

In a fast-paced discussion, a panel of bank executives will share insights and opinions about pressing issues in financial services and their impact on the customer experience.

Chris Ferris | President & CEO | Fidelity Bank


12:15 pm | Summit adjourns

Agenda and speakers are subject to change.


Register two qualified attendees and add a third qualified attendee at no additional cost.