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
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.
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
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
Topic to be announced soon!
• Evan Siegal | 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
• Lamont Young | Head of Digital | Citizens Financial Group
Moderator:
• 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.
Panelists:
• 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
• 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:
• Ram Ridgeway | VP of Digital Experience | Advia Credit Union
• Kader Sakkaria | VP, Digital and Technology Transformation | Realogy Holdings Corp.
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
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.
Panelists:
• Chris Ferris | President & CEO | Fidelity Bank
• Andrew Winninger | Local Marketing Manager | Capital One
- 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?
Panelists:
• Chris Barlow | VP, eBanking | Webster Bank
• Daniel Latimore | Chief Resource Officer | Celent
• Andy Vitale | User Experience Design Director | SunTrust Bank
• Lamine Zarrad | CEO | Joust
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 | VP, Information Security | Radius Bank
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
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.
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 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.
Panelists:
• Chris Ferris | President & CEO | Fidelity Bank
12:15 pm | Summit adjourns
