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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

Chris Ferris is the President and Chief Executive Officer for Fidelity Bank in New Orleans. He oversees operations at Fidelity Bank, the NOLA Lending Group mortgage division and Homestead Title Co. subsidiary. Chris pro-actively re-designed the client experience, by delivering a consultative approach to identify client needs with a focus on simple, easy, and fast banking services that provide value. Previously, he was Chief of Retail and Small Business Banking and Chief Operations Officer. Chris joined Fidelity in October 2014 and has 18 years of bank management and leadership experience. Before Fidelity, he worked at BB&T, overseeing retail and small business banking units for the state of Maryland.

Andrew Winninger | Local Marketing Manager | Capital One

Andrew Winninger is a Local Marketing Manager supporting the Capital One Cafes and their community engagement efforts in South Florida, Richmond and Philadelphia. Prior to this role he led the marketing team at the largest Whole Foods in Florida, directed a global street team and non-profit at an independent record label and developed an intergenerational community program for the United Way. He studied marketing at the University of Central Florida and returned to Ft. Lauderdale after graduating, where he currently resides. Avid golfer, certified SCUBA diver, published author and resident DJ at the monthly art walk.

Eric Schaffer, PhD | CEO & Founder | Human Factors International

Dr. Eric Schaffer is CEO of Human Factors International, Inc (The UX Engineering agency that design the HDFC application that won ‘Best Mobile Experience’). Eric Has over 40 years of experience in UX design, with special interests in omni-channel strategy, persuasion engineering, cross cultural design, innovation, and the maturity large scale UX practices. He wrote “Institutionalization of UX” (Addison-Wesley).


Will Hernandez | Editor | Mobile Payments Today

Will Hernandez has 14 years of experience ranging from newspapers to wire services and trade publications. Before becoming Editor of Mobile Payments Today, he spent two years as the content manager for, a leading payments industry news aggregator and information hub published by Mercator Advisory Group. He spent four years covering the payments industry as an associate editor for multiple publications in SourceMedia’s Payments Group based in Chicago including ATM&Debit News, CardLine,, ISO&Agent Weekly and American Banker. Will helped launched SourceMedia’s bi-weekly newsletter, Mobile Banker, and built and cultivated the Payments Group’s first Twitter presence.

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