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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.


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.

Kamesh Moola | Senior Vice President Virtual Channels | Barclays

Kamesh Moola is a Senior Vice President in the Digital Innovation and Customer experience Group at Barclays, where he is responsible for the bringing innovative tooling and capabilities to US consumer bank. Prior to this role he was a digital leader within Global Capital Markets. He is a fintech advisor at RISE NY- Home of Fintech by Barclays. Prior to joining Barclays, he held various management positions at Big four consulting firms. He has over fourteen years of experience in providing management consulting services to financial services firms across I-Banking Operations, Asset Management and Wealth Management in the technology strategy and digitization areas.

Ratnaker Muditanapally | Director of Digital Product Management, US Digital Sales – Deposits & Cards | BMO Financial Group

Ratnaker Muditanapally is the Director of Digital Product Management at BMO Financial Group. He’s accountable for leading the digital sales of US retail deposits and cards portfolio by driving the digital strategy and roadmap to provide best in class user experience and improve the conversion rates for digital sales channels. Prior to this role, he provided the technology leadership to deliver on digital roadmap for retail lending and deposit portfolios. Prior to joining BMO, he has helped multiple insurance clients with transformational programs. With a total of 19 years of experience, he has a passion to solve customer problems by aligning business and technology strategy.

Nicky Stump | SVP, Customer Experience & Product Development | Broadway Bank

Speaker bio coming soon!

Kim York | EVP, Chief Strategy Officer | Reliant Bank

Speaker bio coming soon!


Soren Bested | Chief Revenue Officer | Agent IQ

Soren Bested has more than 15 years serving financial institutions in the US, Europe and Australia. He joined emerging FinTech, Monitise, in London in 2007 and played a key role in seeing it become the largest global mobile banking and payments service provider. While in the US, Soren served as Managing Director, COO and Global Head of Product. In 2017, he became part of the formative team at Pivotus Ventures where he served as COO and Chief Product Officer. Then in 2018, Soren joined Agent IQ as their Chief Revenue Officer, landing their first client and scaling the company for growth.

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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