Jeremy K. Balkin
Head of Innovation | HSBC
Jeremy K. Balkin is considered a leading international expert on ethics in banking, fintech and the strategic engagement of Millennials in financial services. He is currently Head of Innovation for HSBC and based in New York, where he serves on the U.S. Retail Banking and Wealth Management committee and is responsible for the fintech innovation and exponential growth strategy for the US. Jeremy is also the multi award winning author of two books, Investing with Impact: Why Finance is a Force for Good, and Millennialization of Everything: How to Win When Millennials Rule the World. The books have both received widespread international acclaim including the Gold Medal for Business Ethics at the Axiom Business Book Awards in 2016.
Head of Customer Experience – Consumer Banking & Wealth Management | JPMorgan Chase
Marbue Brown is the Head of Customer Experience for Consumer Banking & Wealth Management at JPMorgan Chase. He is a member of the Consumer Banking leadership team and partners with senior leaders across the firm to define the vision and path toward a world-class customer experience. Marbue has an extensive track record of using the voice of the customer to help companies improve business performance. His publications on customer experience measurements are widely cited in the industry. Prior to joining JPMorgan Chase, he was the Global Lead for the Customer Experience Andon Cord program at Amazon. Before that, he led Customer Experience Measurements at Microsoft and held senior Customer Experience roles at Cisco Systems and Telcordia Technologies (formerly Bellcore).
PANELISTS & MODERATORS
Editor | ATM Marketplace
Suzanne Cluckey is a writer with more than 25 years of experience in journalism and mass communications. Her work has appeared in trade journals and consumer publications throughout the U.S. and has covered a vast range of topics from cider-making to software development. In addition to her work for ATM Marketplace, Suzanne has written white papers and features for other publications in the Networld Media Group family including Fast Casual, Kiosk Marketplace, Mobile Payments Today and QSR Web.
VP, eBanking | Webster Bank
Chris Barlow is Vice President of Product Management for eBanking for Webster. With over 15 years of creating online experiences, he has worked for Financial Services companies such as USAA, Citibank, Standard & Poor’s and American Express. Chris studied Organizational Behavior at Stanford University.
Andrés Cueto, MSRE
SVP, Portfolio Director – Corporate Real Estate | BBVA Compass
Andrés Cueto leads client experience teams in charge of developing and executing corporate real estate plans that align with the bank’s strategic goals. In previous roles he was responsible for ATM and branch transformation strategies. He has also led innovation teams tasked with collaborating with Fintech companies. Andrés lives in Houston, Texas with his wife and three children. In 2013 he was recognized as one of the city’s “Top 40 under 40” young leaders.
SVP, Channel Strategy | Zions Bank
Chad Dilley is the Senior Vice President of Channel Strategy for Zions Bank. Chad is responsible for managing the client experience across all channels at Zions Bank including in-branch, online, mobile, ATM, consumer lending, product management, and retail training. Chad’s current focus is working to attract the next generation of customers through modern technology based solutions and future state client experience.
SVP, Events | Networld Media Group
David Drain has more than 20 years of experience in association management, event planning, writing and speaking. He has served as executive director of the Digital Signage Association (a group he co-founded), the Self-Service & Kiosk Association and the merged organization, Digital Screenmedia Association. Previously he was EVP for the Foodservice Consultants Society International. He currently oversees five summits for Networld Media Group ranging from mobile, interactive customer experience, bank CX, restaurant franchising and fast casual restaurants.
SVP, Global Payments Strategy | Evolve Bank & Trust
Donna Embry has 51 plus years of experience in the payments industry and currently serves as SVP, Global Payments Strategy for Evolve Bank & Trust. In addition, Donna serves as President of Embry Consulting, LLC. Her prior executive positions include Chief payments Officer for Payment Alliance International (PAI); Executive Vice President, Product and Marketing for Vital Processing (TSYS Acquiring) and Senior Vice President, Electronic Banking for PNC Bank, as well as Chief Operations Officer for PNC’s former division, CFC Financial Services. Donna authored the first ETA publication, The Encyclopedia of Terminology for the Acquiring Industry, and developed/taught the inaugural introduction series of classes for ETA University.
President & CEO | Fidelity Bank
Speaker bio coming soon!
Director, Business Solutions | Ventus Global Network Solutions
Len Gaulin is a Director Business Solutions executive for Ventus with over 30+ years’ experience selling comprehensive networking solutions to financial institutions. With a core focus on national retail banks and regional credit unions, Len has helped some of the largest banking institutions in North America achieve their strategic networking and communications goals.
SVP, Director of Retail Banking | Republic Bank & Trust Company
As the Director of Retail Banking at Republic Bank and Trust Company, Scott Godthaab is responsible for developing, communicating and executing the overall strategies for profit, growth, and sales production at 45 retail banking centers. Scott brings 16 years of experience in building winning sales teams, developing and executing effective growth strategies, and leading profitable business development efforts in the Kentucky, Indiana, Ohio, Tennessee and Florida Markets. Scott strives daily to make an impact both within the company and community by building teams that are committed to caring for each other and the company’s success.
Sr. VP, Retail Distribution Strategy | Regions Bank
Speaker bio coming soon!
Workplace Employee Experience Lead | MassMutual
Margaret-Anne Heyland recently joined MassMutual as the Employee Workplace Employee Experience Lead. Previously, she was the Customer Experience Officer at American National Bank of Texas and was tasked with building the customer-centric methodology to drive customer experience transformation across the organization. Prior to joining the Bank in October of 2017. Margaret had a career that spanned 25 years at USAA. During that time Margaret has worked in Wealth, Strategy & Customer Experience, Channel Management, Marketing, Leads Generation and Performance Marketing. She stood up the Optimization Team in 2012 and built the methodology from the ground up.
Jessica Kendall Hornof
EVP, Retail Banking | First Citrus Bank
With over 18 years of leadership and banking experience, Jessica Kendall Hornof serves as the Executive Vice President of Retail Banking for First Citrus Bank, a Tampa Bay-based community bank that specializes in delivering personalized banking services to individuals, families, and local businesses. Jessica leads the bank’s deposit division, which includes managing strategic deposit growth, designing and improving the client experience, leading the branch management team, and guiding associate development. Jessica’s passion is developing the potential of people, delivering client experiences that exceed expectations, and inspiring others to do the same.
Head of Retail Banking | Celent
With a wide range of experience in industry and as a consultant, Dan Latimore brings examples from outside financial services to help banks improve their customer relationships, with a particular emphasis on the importance of technology and culture. Dan’s coverage areas include digital and omnichannel banking, innovation, artificial intelligence, and the banking ecosystem. He has a passionate interest in behavioral economics, exploring why consumers and humans make the decisions they make, and what the implications are for banks. Dan has been widely quoted in the press, including the Wall Street Journal, American Banker, Boston Globe, CNBC, and CNBC Europe. Prior to Celent, Dan led research groups at Deloitte and IBM.
Chief Digital & Innovation Officer | Origin Bank
Corey LeBlanc, Chief Digital & Innovation Officer for Origin Bank, has 19 years of experience in information technology that combines digital strategy, innovation, infrastructure management and security. As CDNO at Origin Bank Corey works to collaborate with internal departments, strategic partners, and customers to ensure that innovation remains at the forefront of the brand. Corey was awarded 20 Under Forty by Banking Exchange Magazine in 2018. He previously served six years in the United States Air Force where he was stationed at Bolling Air Force Base, Washington D.C. and the USAF Academy, Colorado Springs, Co.
VP, Information Security | Radius Bank
Joe Mancini is the Vice President of Information Security at Radius Bank, an industry leading virtual bank. In his role, Joe develops and implements a forward thinking, business enabling information security strategy that protects the organizations infrastructures and assets. Prior to his role at Radius, Joe spent 10+ years at East Boston Savings Bank located in Boston, MA. Joe is an experienced banking leader having held roles in fraud prevention, information and cyber security. Joe’s specialties include data security, along with privacy and compliance requirements in the digital world. Joe is a graduate of Northeastern University in Boston, MA.
Sr. Manager UX & Design, Secure Banking | CIBC
Leslie Martinez-Moreno is the Sr. Manager of User Experience & Design (UXD) for Secure Banking at CIBC Digital. Her focus is on Online Banking, Mobile Banking and ATM. In 2014, she led the team that contributed to CIBC earning for the 1st. time (and for the following 4 years), the top score in Forrester Research Canadian Online Banking Functionality Benchmark. Leslie has been a key contributor to the strategies behind the agile adoption and she is now involved in the transition to Digital Product Design. In the late 90’s Leslie worked for a Consulting firm in Mexico City whose clients included Government Agencies and FIs.
SVP, Customer Service Messaging Channels | Wells Fargo
Kimarie Matthews leads the Contact Center Messaging Channels, including Social, Email, and Chat, for Wells Fargo Virtual Channels. Over the past 15 years, she has led teams at Wells Fargo pioneering the future of customer care by championing simpler and easier service experiences. Accomplishments include making Wells Fargo one of the first banks to deliver customer service in social media, the first bank to launch a general banking community (WellsFargoCommunity.com), and one of the first brands to pilot support in Apple Business Chat. Today, Kimarie’s team is focused on optimizing the service experience across all messaging channels.
Senior Analyst, Banking Group | Celent
Bob Meara is a senior analyst with Celent’s banking practice and is based in Atlanta, Georgia. His research focuses on the branch and ATM delivery channels, omnichannel delivery and check and cash payment processing technologies. A well known authority on remote deposit capture, Bob has led multiple consulting engagements involving financial services hardware, software and the impact of self-service on branch banking. Before joining Celent, Bob was the director of product marketing at Alogent. In this role, he positioned and launched a series of Check 21 payments solutions. Prior to Alogent, Bob also held positions in marketing and brand management at BellSouth, Hayes Corporation, and Procter & Gamble.
Regional Vice President of Sales | ClickSWITCH
Adam Pearl is the Regional Vice President of Sales at ClickSWITCH. In this role, he is responsible for business development and account management. His territory includes the West Coast of the United States and all of Canada. Prior to joining ClickSWITCH, Adam held several successful sales roles.
VP, Retail Experience | Firstmark Credit Union
David Puente is a vice-president of retail experience for the 14 financial centers and member care center at Firstmark Credit Union. He joined Firstmark Credit Union in 1991 and since been involved with several projects that included core conversions, mergers, card conversions, business services, and most recently talent development. David firmly believes positive relationships are the building blocks to a successful team and company. He has a passion for improving the financial well-being of those he interacts with on a daily basis. His educational background includes a B.S. from the University of Phoenix.
SVP/Chief Information Officer | Republic Bank of Chicago
Speaker bio coming soon!
VP of Digital Experience | Advia Credit Union
Ram Ridgeway is the VP of Digital Experience at Advia Credit Union. His team manages Digital Channels, Card Services, and the Contact Center. Ram joined Advia (Kalamazoo, MI – $1.8B in assets) in March of 2018 and has over 11 years of experience in the credit union industry. In his 12 years of service, he has held leadership roles in operations, digital delivery, retail support, payments, project management, and lending. Ram believes in design thinking and rapid experimentation to test new technology. His team approaches new opportunities through the lenses of mobile first, branch optional, and creating a frictionless experience.
VP, Digital and Technology Transformation | Realogy Holdings Corp.
Speaker bio coming soon!
VP of Sales | ATM Solutions, Inc
Speaker bio coming soon!
User Experience Design Director | SunTrust Bank
Andy Vitale is a User Experience Design Director at SunTrust Bank, where he is focused on translating human insights into actionable experiences to improve the product and service ecosystem within the finance industry. Andy is responsible for leading the user experience design practice, advancing design strategies and driving design awareness as a critical function for competitive advantage and market differentiation. Andy holds a Master’s Degree in User Experience Design and has previously held multiple roles as a designer, entrepreneur, education department chair, and design leader. He is a relentless user experience evangelist, with a passion for cognitive thinking and humanizing technology, driven by a user-centered passion.
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