GENERAL SESSION / TUESDAY / SEPTEMBER 24, 2019 / 8:00 AM
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
Andrés Cueto leads client experience teams in charge of developing and executing corporate real estate plans that align with the bank’s strategic goals. In previous roles he was responsible for ATM and branch transformation strategies. He has also led innovation teams tasked with collaborating with Fintech companies. Andrés lives in Houston, Texas with his wife and three children. In 2013 he was recognized as one of the city’s “Top 40 under 40” young leaders.
Self-Servicing Analytics: How purpose driven insights make all the difference
Corey LeBlanc | Chief Digital and Innovation Officer | Origin Bank
Corey LeBlanc, Chief Digital & Innovation Officer for Origin Bank, has 19 years of experience in information technology that combines digital strategy, innovation, infrastructure management and security. As CDNO at Origin Bank Corey works to collaborate with internal departments, strategic partners, and customers to ensure that innovation remains at the forefront of the brand. Corey was awarded 20 Under Forty by Banking Exchange Magazine in 2018. He previously served six years in the United States Air Force where he was stationed at Bolling Air Force Base, Washington D.C. and the USAF Academy, Colorado Springs, Co.
How Banks Need to Evolve Customer Service in the Digital Age
Kimarie Matthews | SVP, Customer Service Messaging Channels | Wells Fargo
Kimarie Matthews leads the Contact Center Messaging Channels, including Social, Email, and Chat, for Wells Fargo Virtual Channels. Over the past 15 years, she has led teams at Wells Fargo pioneering the future of customer care by championing simpler and easier service experiences. Accomplishments include making Wells Fargo one of the first banks to deliver customer service in social media, the first bank to launch a general banking community (WellsFargoCommunity.com), and one of the first brands to pilot support in Apple Business Chat. Today, Kimarie’s team is focused on optimizing the service experience across all messaging channels.
AI Driven Advice and Guidance: Delivering the Ultimate Bank Customer Experience
Evan Siegel | VP, Financial Services AI Solutions | eGain
Evan Siegel is the Vice President of AI Solutions for Financial Services at eGain. In this role, he is extending eGain’s award-winning AI, and knowledge management, and customer engagement technology from customer service to the sales domain. Prior to eGain, Evan spent 15 years at Wells Fargo in senior customer experience and sales strategy and operations roles. Among Evan’s achievements at Wells Fargo, he developed an innovative financial health coaching team that was featured on the company’s 2019 brand campaign, annual report, and ABC News Good Morning America.