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SPEAKERS

Bank Customer Experience Summit will be co-located with the ICX Summit. Below is a combined list of speakers for the two events.

KEYNOTE SPEAKERS


Regina DeMars
Director of Content Marketing & Social Media Strategy | First National Bank of Omaha
Regina DeMars is the Director of Content Marketing & Social Media Strategy at First National Bank of Omaha. Her role is to drive engagement and brand advocacy with existing customers and employees and attract new customers by providing the right content that builds our brand, adds value to our audiences, elevating our reputation in the marketplace as an industry leader and employer. She and her team develop content across all our owned channels supporting our Enterprise-wide initiatives including the FNBO Insights Blog; Dollar Belles video series; Cashology Facebook Group; Social Selling programs; our branded channels: Facebook, Instagram, LinkedIn, and Twitter; Influencer Marketing programs and our Employee Advocacy program.
Jenecy Keeton
Chief Marketing Officer | Punch Bowl Social
Neely Powell
CEO & Founder | Charleston Shoe Company
As founder and CEO of the now iconic national footwear brand Charleston Shoe Company, Neely Powell is the mind behind the ever-growing retail brand. Since opening the first store about 25 years ago in Savannah, they have expanded nationwide to dozens of major cities. Charleston Shoe Company’s unique features consist of their treaded soles, elastic straps, washability, and bold designs, which has earned the company a loyal following across the country. Their shoes have been sold in more than 800 boutiques across the U.S., which highlights the mass appeal of their footwear.


PANELISTS & MODERATORS


Jami Bond
Franchise Owner | Team Up Athletics
Marbue Brown
Founder | The Customer Obsession Advantage
Marbue Brown is the author of the book Blueprint for Customer Obsession and founder of The Customer Obsession Advantage, a firm dedicated to helping companies achieve extraordinary business results through Customer Obsession. He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. Marbue's book, Blueprint for Customer Obsession, was featured in the Forbes article The Top Ten Business Books for 2022 by Shep Hyken. He co-authored oft-cited classic articles about customer experience measurements. His expertise has been featured on some of the largest radio stations and networks across the country as well as on some of the most widely distributed syndicated radio programs, including The Wharton Business Daily, This Morning with Gordon Deal and America in the Morning with John Trout.
Cherryh Cansler
Vice President of Events | Networld Media Group
Before joining Networld Media Group as Vice President of Events, Cherryh Cansler spent several years as VP of Editorial managing the Networld’s nine B2B publications. Throughout her 20-year career as a journalist, she’s written about a variety of topics, ranging from the restaurant industry and technology to health and fitness news. Her byline has appeared in a plethora of newspapers, magazines and websites, including Forbes, The Kansas City Star and American Fitness magazine. She also serves as the managing editor for FastCasual.com.
Erin Cohee
VP of Digital Customer Experience | OneUnited Bank
Erin Cohee is the Vice President of Digital Customer Experience at OneUnited Bank, America's largest Black-owned bank and first Black-owned digital bank. OneUnited's mission is to use technology to close the racial wealth gap, provide best in class financial services and to make financial literacy a core value of the Black community. At OneUnited, Erin is responsible for increasing customer engagement and enhancing new product innovation. She spearheaded the expansion of the Bank’s ATM network to 100,000+ surcharge-free ATMs, the largest network in the country. Cohee implemented the OneUnited Customer Success team, a staff of dedicated professionals who are responsible for providing proactive data-driven customer service. She also launched Card Command, an innovative and simple to use card management solution. Erin has a bachelor’s degree from Brown University and a Master's in Management, Information Systems and Digital Innovation from the London School of Economics.
Bradley Cooper
Editor | ATM Marketplace
Bradley Cooper is the editor of ATM Marketplace. He was previously the editor of Digital Signage Today, Kiosk Marketplace and Blockchain Tech News. His background is in Information Technology, Advertising, and Writing.
Stephen Griffin
SVP, Branch & ATM Distribution Planning | Regions Bank
Stephen Griffin is a Senior Vice President at Regions Bank and is the Director of the Retail Distribution Planning Group. He began his banking career in 1992 and has 30 years of retail banking experience. Stephen has worked in various roles including branch management, branch operations management, incentive management, data management, analytics, and reporting management, along with his current role of managing the retail network distribution and market plans for branches and ATMs, including De Novo expansion, rationalization and optimization, physical design, new branch technology, aligning with digital partners and physical site selection. Stephen is a 1992 graduate of The University of Alabama with a degree in Corporate Finance as well as a graduate of the CBA Graduate School of Retail Bank Management at the University of Virginia in 2004.
Lovell Holloway
General Manager | Vantage Airport Group
As Vantage Group’s General Manager at Kansas City International Airport, Lovell Holloway is responsible for leading, implementing, and managing the airport’s award-winning commercial program, which opened in the new single terminal in 2023. Lovell came to Vantage from Areas U.S.A., where he was General Manager and Regional Vice President for the company’s U.S. portfolio of 150-plus restaurants and travel retail locations. Lovell has also held leadership positions with large-scale food and beverage operations at TIAA Bank Field in Jacksonville, Florida, and led market development and operations oversight for restaurant franchises such as Culver’s Restaurants and Focus Brands in markets across the U.S.
Amy Hom
COO | Barcelona Restaurant Group
Christine Johnson
Chief Operating Officer | Le Duff America
Christine Johnson serves as Chief Operating Officer for Le Duff America (LDA). LDA is a Dallas-based subsidiary of Groupe Le Duff, an international bakery conglomerate. Le Duff America operates multiple restaurant concepts in the U.S. and Canada, including la Madeleine French Bakery & Café, Brioche Dorée, and Au Pain Doré. Ms. Johnson is accountable for business leadership, project delivery, client relations and delivering profit contributions consistent with global business targets. Furthermore, she bears the responsibility for continuing to develop the operational capability and leadership team to support business growth for the restaurant brands. Under Ms. Johnson’s leadership, despite inflation and skyrocketing cost of goods and labor, la Madeleine delivered a record performance in 2022. Prior to this role, Ms. Johnson served as Chief Administrative Officer, providing oversight to the human resources and legal departments.
Stacey Kane
Fractional Chief Marketing Officer
Stacey Kane has more than 25 years of experience working with multi-unit restaurant chains as a Head of Marketing and Marketing Consultant. She has worked with such brands as California Tortilla, Think Food Group, Subway and East Coast Wings. Known for her incredible creativity and obsession with data she was one of the pioneers of using social media in the restaurant space and has been named a Top 20 Movers and Shakers by Fast Casual Magazine five times. Her passion is leading emerging brands as they scale for growth. Currently, Stacey is a fractional CMO for several fast casual brands including Fresh Baguette, Garden Catering, HCK Hot Chicken, Mahana Fresh and Mamoun's Falafel. Kane is passionate about the industry. She has been a National Pro-Start Judge for 3 years and after serving as a consultant, she was asked to sit on the board of CORE:Children of Restaurant Employees in 2022. CORE’s mission is to provide short-term financial relief to food and beverage service employees with children when navigating a qualifying circumstance.
Michelle Kile
Vice President, Branch Services | DCU - Digital Federal Credit Union
Michelle Kile is a seasoned, forward-thinking, and strategic retail banking executive with nearly twenty years of experience working for national, super-regional, regional, mutually chartered financial institutions and credit unions. She has held a variety of positions including Vice President of Branch Services, Senior Vice President of Retail Banking, Senior Vice President Market Manager, Vice President Senior District Executive, Vice President Regional Sales Manager, and Vice President Regional Relationship Manager. In her current role as Vice President of Branch Services, Michelle oversees teams responsible for the branch network, branch operations, branch policies and procedures management, member resolution, member service excellence, branch training and development, branch reporting, branch strategy including branch optimization and expansion, and branch design. She brings a vast, firsthand knowledge of retail banking trends and is very passionate about ensuring a consistent, seamless employee and member experience.
Chris King
CEO | Monster Entertainment
Eric Knott
Chief Operating Officer | PDQ Restaurants
Eric Knott is a restaurant executive with a proven track record built upon operational excellence, driving revenues with favorable returns, and a passion for developing best in class teams. Currently leading the fast casual brand People Dedicated to Quality (PDQ) as the Chief Operating Office, Eric has committed over a decade to driving strategic growth across the business. Understanding the importance of a holistic vision, Eric is directly responsible for producing results through a vast array of incentives. Innovation across Operations, Technology, Real-Estate, and Marketing campaigns are a few examples of how Eric has created superior value to the organization.
Glenn Kurban
Lead Partner for US Data & Analytics | Capco
Glenn Kurban is a lead Partner for US Data & Analytics (D&A) at the Financial Services consulting firm Capco. He is a senior business leader with 30 years of experience in data, technology and operational leadership across a full-spectrum of capability areas from Strategy through Enterprise Analytics and everything in-between. Prior to Capco, Glenn served as a Global Head of Data role for the world’s largest HR & Staffing organization. At Capco, Glenn is deeply entrenched in helping FSI clients benefit from enriched, protected and marketable data that serve to drive revenue and customer trust and engagement.
Jean-Pierre Lacroix
President | SLD
With over 30 years of industry experience, Jean-Pierre Lacroix has garnered a reputation as a visionary design thinker, strategist, author, and speaker. Through an unwavering focus on future-proofing brands, Jean-Pierre is driven to produce measurable results through strategic insights that help brands own the at-purchase moment. Since the opening of Shikatani Lacroix Design (SLD), Jean-Pierre has grown his company into one of the most respected multi-disciplinary strategic design agencies in the world. Along the way, he has served as a board member of numerous associations and councils, as well as authored four books: The Business of Graphic Design, Belonging Experiences, Desire by Design, Think: The Future of Retail Banking, and most recently, Think: Inspiring the Future of Retail.
John Lowe
Board Member | Jeni's
Chris Manske
SVP, Director of Retail Network Management | U.S. Bank
Declan McCormack
Client Leader | BDHP
Declan McCormack, RDI, has more than 30 years of retail expertise, including branding, strategy, design, and implementation. Starting his career in London, he has managed projects internationally and worked with global brands. He is passionate about all things retail and serves as the primary client contact and team leader for BHDP’s Retail and Retail Banking groups. As a Retail Design Institute Chairperson of the Ohio Chapter, Declan shares his passion for the industry with other design professionals, retailers, and bankers.
Alicia Moore
Head of US ATM Product | Visa Global ATM
Alicia Moore joined Visa 4 years ago after working at Wells Fargo for 32 years. Alicia leads the Visa ATM product team in North America focusing on client success and driving industry change with development of strategy and services for the ATM network. She partners with all stakeholders in the ATM ecosystem and takes a balanced approach to all ATM products and services. She has extensive knowledge and experience in retail banking having led Branch & ATM strategic transformation at Wells Fargo for over 20 years. She utilized human-centered design approach to deliver ATM experiences and transform teller and banker interactions with customers. She also led operational efficiency projects and managed the P&L for the ATM business.
Shawn Nelson
Founder & CEO | Lovesac
Shawn D. Nelson is the founder and CEO of Lovesac, repeatedly recognized as the fastest growing furniture brand in the US for over a decade. Lovesac is publicly traded on Nasdaq, ticker “LOVE,” and is projected to exceed $1 billion in annual sales over the next few years leveraging its rapidly growing fleet of more than 270 Lovesac branded retail locations. From humble beginnings, Shawn founded Lovesac in 1998 making Sacs by hand for neighbors and friends while in college. He graduated from the University of Utah in 2001 with a BA in Mandarin Chinese before opening Lovesac’s first retail location in his hometown of Salt Lake City shortly after graduation. In 2005 Shawn won a million-dollar investment by Richard Branson on his prime time hit reality TV show, The Rebel Billionaire, and was named acting President of Virgin Worldwide for a time. Shawn later achieved his master’s degree in Strategic Design and Management at the world famous Parsons, The New School for Design in New York City and continued on as an instructor there for a few years.
Daniel Parker
Technical Services Manager | Kodak Moments
Daniel Parker has driven technology enhancements and efficiencies with a spirit for innovation as Technical Services Manager with over 20 years of experience. The experience has been in both the Retail and Travel and Leisure space including Theme Parks, Cruise Lines, Resorts, and destinations. He has successfully implemented AI in the Service and Operational environments reducing downtime, increasing efficiency, and creating a better customer experience. He has also, designed and implemented a full suite of Centralized Remote Monitoring and reporting tools to greatly reduce field issues and increase productivity.
Prakash Paudel
Head of Transaction Banking Sales & Business | Global IME Bank
Prakash Paudel currently serves as the Head of Transaction Banking Sales and Business at Global IME Bank. With an extensive 15 years career at banking sector, he has honed his expertise primarily in the domains of Digital Banking and Digital Payments. Additionally, he analyzes market trends, identifys customer needs, and collaborates with cross-functional teams to develop and implement innovative digital payment solutions to enhance the customer experience on digital payments and toward services of the Bank.
Alex Preece
Co-Founder & CEO | Tillo
Alex Preece is the Co-Founder and CEO of Tillo, a global gift card network and API designed to simplify engagement and drive growth for brands and buyers. Previously, Alex served in the British Army and started the UK's first daily deal business, which was later sold to Moneysupermarket.com, the world's largest comparison website. Tillo operates in 36 countries and across 16 currencies, and having processed over $3.7 billion in gift cards to date, Tillo is now a leading innovator in digital rewards and incentives globally.
Robin Robison
Chief Operating Officer | Modern Restaurant Concepts
Robin Robison brings more than 16 years of restaurant experience to her role as vice president of operations at Modern Market Eatery based in Denver, Colo. With past leadership roles at Red Robin, Bob Evans and Chili's, Robin's extensive experience has uniquely prepared her for creating and executing winning operations strategies across Modern Market Eatery's 30+ units. During her time with Brinker, Robin served as the project leader for the Leadership Principles for Women Task Force, which she formed to help create “best in class” women’s leadership and mentorship programs. This collaborative effort earned Robin the Women’s Foodservice Forum Leadership Award, which is given each year to a woman executive in the foodservice industry who shows exceptional leadership qualities within her company and the industry at large, and whose professional growth and achievements are recognized through career advancement. Robin believes in doing things the hard way such as building people, not restaurants and serving vibrant dishes passionately crafted from scratch.
Mike Rotondo
CEO | Indoor Active Brands
Mike Rotondo is the CEO of Indoor Active Brands. He holds extensive franchise and brand building experience, and is the former CEO of Edible Arrangements, where he led all franchise and company operations for the 1100+ unit system. Prior to Edible Arrangements, Rotondo was the CEO of Tropical Smoothie Café, the nearly 1000 unit smoothie and sandwich chain based in Atlanta, GA. During Rotondo’s tenure, the brand experienced significant growth as unit-level revenues doubled and franchise owners added over 400 new units. Product innovation, franchisee collaboration, and an ‘anything is possible’ approach are the cornerstones of his leadership style. Rotondo has also held various leadership roles at Wendy’s, Arby’s, and Honey Baked Ham throughout his career. He is a Board Member for the International Association of Trampoline Parks (IATP).
Richard Rotondo
VP-Digital Banking Manager | American Commerce Bank-Monesty
Richard Rotondo is a Senior Management professional with proven success in traditional & digital financial services, security, & property management. Strategic & Operational start-up experience with B-to-B service companies with C-level client relationships. Successful consultant & trusted resource in developing business models & key FinTech partnerships. Demonstrated success in generating new revenue, improving efficiencies, and building & managing employee/client programs at national & regional levels. Experience in creating, building, launching, & successfully running the Digital Bank division of a small community bank, under a new brand & identity. Project lead encompassing all project development/management, from vision and concept strategy to platform build-out, technology implementation, testing, and overseeing daily CX operation. Developed key industry partnerships with leading edge technology/fintech providers & marketing/branding specialists to ensure a superior customer experience (CX).
Rachel Smith
Vice President of Marketing | Sky Zone
Rachel Layton Smith is the Vice President of Marketing for Sky Zone, the premier indoor active entertainment attraction and trampoline park brand. Smith oversees digital and growth marketing for the nearly 300 parks both in the US and internationally. A proven marketing leader with domain expertise in brand development and innovation, customer experience and marketing strategies, Smith has led marketing and/or communications for brands like STK Steakhouse, Tractor Supply Company and Taziki’s Mediterranean Café. Smith’s passions are leadership and team development, strategic goal setting and execution and building creative ‘out-of-the-box’ solutions. Outside of work, Smith loves to travel with her husband Mike, patio garden, and hang out with her rescue pittie, Bon Bon.
Darren Spicer
Co-Founder & CEO | Clutch Coffee
Darren Spicer is the CEO & Co-Founder of Clutch Coffee Bar, a premium drive-thru beverage brand based in the Carolinas. A transformative leader, Darren helps companies grow in a way that positively impacts society and cultivates a sense of community. Under his leadership, Clutch has grown rapidly to multiple locations and established a fanatically loyal, recurring customer base through unparalleled customer experience, speed, quality, and investment in local communities and charities.
Vikas Srivastava
Vice President Design Lead | Fifth Third Bank
Vikas Srivastava’s understanding of banking centers is a unique, yet serendipitous journey. While obtaining a business degree, he took a part time job as a teller at a bank and over time, worked his way up to management. Eventually, he left to pursue a degree and career in design. Fast forward many years and positions later, he finds his way back to the branches, but this time designing the same (not quite!) spaces he had spent so much time in! He has learned best practices in both banking and design and has worked with top financial institutions and retailers to elevate their brand presence and customer experience. As Design Lead for Fifth Third, Vikas works with top Architectural, Design & Engineering firms to create spaces that can influence individuals and allow them to prosper.
Alex Tallman
Director, Retail Experience and Education | Fleet Feet
Alex Tallman is the Director of Retail Experience & Education at Fleet Feet, where he has dedicated over a decade to enhancing customer experiences. Starting as a part-time sales associate, Alex's hands-on approach in his early career has deeply influenced his strategies today. He excels in marrying in-store experience innovation with comprehensive training and education programs. Alex has been at the forefront of major change initiatives, including the implementation of Fleet Feet's scanning solution, fit id®, and subsequent enhancements to the use of the technology. Additionally, Alex has overseen the transition to a more sophisticated customer feedback tool that leverages AI and NLP to enhance service quality. Alex's passion and expertise support Fleet Feet in delivering unparalleled retail experiences and drive its mission to empower customers through social experiences and personalized solutions.
Milissa Tarquini
Head of CX, Design, and Innovation | Truist
Billy Thompson
President- RSAI | Kate's Skating Rinks, LLC
Graduate of the University of Colorado in Boulder, Billy is now the Third generation Owner of Kate’s Skating Rinks. Since 2000, Billy has run multiple locations in the Gastonia, Charlotte and Indian Trail area for his family, and now has complete ownership of the family business that started in 1961. He has become heavily involved in the Rollerskating Association International since 2003. Since then, he has held local and national board seats in the RSAI. He was the National Marketing Chair for over 10 years for the association, held the roll of Vice President, and is currently the President of the RSAI. Over the last 5 years he has worked with large corporations such as Disney, Jakks Toys, Kidz Bop, and Pepsi to name a few; in efforts to better his industry and his own personal business.
Les Tomlin
Co-founder & President | Pizza Forno
Marsha Womack
First Vice President, Director of Retail Banking | Citizens Trust Bank
Marsha C. Womack joined the Citizens Trust Bank family in May 2017 as Vice President of the Alabama Division of the Commercial Banking Team. Ms. Womack brings over twenty years of experience in managing sales, business development, retail banking leadership and commercial lending strategies to the CTB Team. Marsha was promoted to First Vice President, Director of Retail Banking for Citizens Trust in February of 2021. In this role, Marsha manages the planning, development, implementation, production and administration of all phases of Retail Banking, which include service, sales and the financial center network. A native of Mobile, AL, Ms. Womack received her Bachelor of Science from the University of Alabama at Birmingham.
Namrata Yadav
Academy Executive for Community Advancement | Bank of America
Namrata Yadav heads Bank of America’s external community skill development strategy at Bank of America. In this role, Namrata is responsible for the enterprise strategy and initiatives focused on reskilling our external communities and partners. She also leads the strategy for the Academy’s enterprise initiatives for employees hired from communities and is responsible for creating an external Academy education platform. Previously, Namrata led the Diversity and Inclusion strategy for the bank. In that role, Namrata focused on creating a work environment and culture where all employees had the opportunity to achieve their full potential and contribute to the bank’s success. She also led the underrepresented talent strategy, the global executive development diversity programs, D&I learning and external partnerships for the bank. She worked closely with the Global D&I Council and Business D&I Council leaders to ensure integration and holistic execution of the company’s inclusion priorities.


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