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BREAKOUT SESSION / THURSDAY / MARCH 18, 2021 / 9:30 AM

Designing Your Organization Around Customer Experience

As your organization embarks upon or continues to make a digital transformation, the time is ripe to make an organizational transformation as well. To do this successfully, one must change culturally, taking on a digital and customer-centric mindset. When the customer and their experience is at the center of your organization, all the decisions and strategies can flow from there.

PANELISTS

Don Elliott | VP, Customer Experience | First National Bank of Omaha

Don Elliott is the Vice President of Customer Experience at First National Bank of Omaha. In this role, he facilitates and promotes a customer-focused culture by understanding the customer experience, sponsoring improvement initiatives and reporting progress while engaging employees to create experiences that build customer loyalty and optimize business outcomes. Previously, Don was Director of Client Services for Ameritrade, where he created client journey maps and facilitated client forums to better understand the client experience.

Brianna Elsass | Head of US Digital Channels | BMO Financial Group

Brianna Elsass is the Head of US Digital Channels. In this role, Brianna leads the digital efforts including: long term strategic planning, managing desktop and mobile platforms, and strategies and delivery of integrated North / South digital customer experience. Prior to joining BMO Harris in October of 2016, Brianna worked for Wells Fargo, Capital One, and Discover Financial Services where she held multiple leadership roles in digital and omni channel customer strategy. Brianna holds a BA from University of Iowa and earned her MBA from DePaul University. Brianna has served as the chairperson of The Washington Center alumni board for several years.

Lori Gull | Vice President | Idaho Central Credit Union

Lori Gull has been with ICCU 20+ years, responsible for branch operations. She helped propel ICCU to recognition as the top-performing credit union in the nation five years in a row and in the top three the past nine years. Lori serves on community boards and committees. She is a public speaker on topics of developing a world-class culture, achieving financial success, and leadership development. She is a guest presenter on business radio, university classes, and community events. Lori graduated BYU-Idaho and Western CUNA Management School. She lives in Idaho with her husband Ken.

Kim York | EVP, Chief Strategy Officer | Reliant Bank

Speaker bio coming soon!

MODERATOR

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 PaymentsJournal.com, 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, PaymentsSource.com, 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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