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BREAKOUT SESSION / TUESDAY / SEPTEMBER 15, 2020 / 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 | BMO Financial Group

Speaker bio coming soon!

Lori Gull | Vice President | Idaho Central Credit Union

Lori Gull provides branch operations leadership for ICCU and has been a leader with them for almost 19 years. She is responsible for all aspects of branch operations, including culture, staffing, team member development and training, operations, service standards, production and sales. She has been a leader/member of multiple strategic committees/projects, helping propel ICCU to be recognized as the top-performing credit union in the nation for five years in a row and in the top three in the nation for the past nine years. Passionate about being involved in and giving back to her community, Lori serves on the Boise Chamber Financial Advisory Board.

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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