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
President & CEO | ath Power Consulting
Frank Aloi has been a leader in customer experience research, brand development, forecasting, and marketing strategy for 30 years. He has developed and implemented successful CX market strategies through highly customized research initiatives, internal measurement programs, and tailored training systems for some of the largest brands and institutions in the world. Frank has led his firm to become one of the 500 fastest growing privately held companies in the United States and one of the top-10 fastest growing companies in Massachusetts. His professional background includes Market Forecasting and Financial Analyst positions with Massachusetts Financial Services, Millipore Corporation, and the Bank of Boston.
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.
VP of Product Marketing | Hyosung
Bill Budde is the Vice President of Product Marketing for Hyosung. In this role, he helps banks and credit unions make decisions about branch transformation technology and unlock the value of those investments. Prior to joining Hyosung, Bill worked at JPMorgan Chase in both the Retail Banking and Merchant Processing business units. While at Chase, Bill led their conversion to image enabled ATMs, and used that technology as a jumping-off point to create and implement their branch transformation strategies. He also partnered with Fintech companies to launch a full-function point-of-sale payment processing solution for Chase’s small business customers. Before Chase, Bill worked at Accenture as a technology consultant.
Sr. Vice President | First National Bank of Omaha
Speaker bio coming soon!
President & CEO | Perativ
Chris Chandler is a leading expert on the future of cash and provides a unique perspective on the role of technology and automation to drive operational efficiencies and optimize banks’ cash networks. Chris is past President of ATMIA (a global alliance promoting the proliferation of ATMs and Cash) and past International Director of Young Presidents Organization (YPO) where he continues to be an active Member. Chris is currently President and CEO of Perativ.
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.
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.
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
Chris Ferris is the President and Chief Executive Officer for Fidelity Bank in New Orleans. He oversees operations at Fidelity Bank, the NOLA Lending Group mortgage division and Homestead Title Co. subsidiary. Chris pro-actively re-designed the client experience, by delivering a consultative approach to identify client needs with a focus on simple, easy, and fast banking services that provide value. Previously, he was Chief of Retail and Small Business Banking and Chief Operations Officer. Chris joined Fidelity in October 2014 and has 18 years of bank management and leadership experience. Before Fidelity, he worked at BB&T, overseeing retail and small business banking units for the state of Maryland.
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
Stephen Griffin is a Senior Vice President at Regions Bank and manages the Retail Network Strategy / Sales and Staffing Analytics Group. He began his banking career in 1992 and has 25 years of retail banking experience. Stephen has worked in various roles including branch management, branch operations, incentive management, data management, analytics and reporting management, along with his current role of managing the retail network distribution and market plans, sales analytics and the branch staffing model. His current role involves establishing a proper network for branches and ATMs, including De Novo, rationalization and optimization, physical design, new branch technology, aligning with digital partners and physical site selection.
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.
Editor | Mobile Payments Today
David Jones is a veteran business and technology journalist, with three decades of experience writing about business travel, real estate and technology. Since 2015 he covered a range of technology stories for the ECT News Network, which includes the E-Commerce Times, TechNewsWorld, LinuxInsider and CRM Buyer, writing about cybersecurity, artificial intelligence, machine learning, open-source computing and privacy issues among others. He recently covered fintech issues for PYMNTS.com. He worked as a staff writer for Bloomberg Business News and an online reporter for Crain’s New York Business. He has written for numerous media organizations, including Reuters and The New York Times.
Director, Training Practice | ath Power Consulting
EJ Kritz is a seasoned strategist, trainer, and keynote speaker with extensive experience working for some of the finest brands in Financial Services, Retail, Call Center, Franchising, and Media. As the Director of ath Power Consulting’s Training Practice, EJ supports banking organizations of all sizes to build and deliver world-class training solutions focused on such critical topics as Customer Experience, Leadership, Management, Needs-Based Sales, Employee Engagement, Problem Resolution, and more.
Chief Resource Officer | Celent
Daniel W. Latimore, CFA, is Celent’s Chief Research Officer and leads the firm’s retail banking practice. He is based in the firm’s Boston office. Daniel’s areas of focus include the banking ecosystem, digital banking and emerging technologies, and innovation. Underlying each is a keen interest in consumer behavior and technology-enabled strategy.
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.
President & Chief Innovation Officer | Delvinia
As the President and Chief Innovation Officer of one of the fastest growing companies in data collection, Steve Mast excels at challenging the status quo. Under his leadership, Delvinia has been recognized with numerous awards and achievements. Most recently, the company’s research automation platform, Methodify, was named to the GRIT Top 50 List of the Most Innovative Companies in Market Research for the second consecutive year. Steve is an active board member of the Canadian Marketing Association (CMA) where he co-chaired the largest conference dedicated to digital marketing and launched the first CMA Social Media Conference.
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
Madhu Reddy is a Senior Vice President and Chief Information Officer for the Republic Bank of Chicago. He is a transformational leader who is often sought out to solve complex business problems and lead IT initiatives that support organizational change, working with stakeholders across the organization. Madhu is an expert at developing IT strategy and translating business needs into technical solutions in alignment with business priorities. He is recognized for his ability to build high-functioning, impact technical teams that are acknowledged as true business partners in the organization.
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.
Kader Sakkaria is a dynamic IT Strategy Leader with over 25 years of experience developing and executing technology strategies and solutions that support company growth, including leading technology teams, roadmap creation, complex delivery plans, PMO, offshore capabilities development, large-scale change, technology and business consulting with a focus on enterprise, business unit, and executive team advisement. He has deep vertical expertise in Healthcare, Financial Services, Consumer and Industrial Products.
VP of Sales | ATM Solutions, Inc
Neil Scott is Vice President of Sales at ATM Solutions. ATM Solutions, headquartered in Cincinnati, OH, has focused on ATM services and products since its beginning in 1994, servicing thousands of ATMs in 11 states and is a trusted service provider for some of the largest banks, credit unions and independent ATM deployers in the country. Previously, he was in Operations and Sales with Bancsource.
VP, Financial Services AI Solutions | eGain
Evan Siegel is the Vice President of AI Solutions for Financial Services at eGain. In this role, he is extending eGain’s award-winning AI, and knowledge management, and customer engagement technology from customer service to the sales domain. Prior to eGain, Evan spent 15 years at Wells Fargo in senior customer experience and sales strategy and operations roles. Among Evan’s achievements at Wells Fargo, he developed an innovative financial health coaching team that was featured on the company’s 2019 brand campaign, annual report, and ABC News Good Morning America.
Chief Credit Officer | TS Banking Group
Neil Stanley is an executive at TS Banking Group and the Founder and CEO of The CorePoint. The $900 million bank group has three charters that operate in Iowa, Illinois, and North Dakota. Neil has served as President of Community Banking and is currently the Chief Credit Officer and a member of the board of directors. After a 25 year career as a bank executive with two other bank holding companies, Neil founded The CorePoint in 2010 to help banks across the country attract and retain properly-priced retail deposits. Neil has taught for three different Graduate Schools of Banking.
Director of Strategic Initiatives | Ventus Global Network Solutions
Bill Stutzman, Director of Strategic Initiatives, is a networking industry change agent helping today’s Omnichannel Financial Institutions solve technology challenges and meet networking demand. Bill’s expertise in marketing and network services has allowed him to support FIs implementing the many transformational changes impacting the omnichannel branch and how it can positively enhance the customer experience. Bill holds an M.B.A from Columbia University and throughout his career, including senior roles at Time, Inc’s Fortune.com, Entertainment Weekly’s EW.com, and Sprint, he has demonstrated a talent for anticipating trends and capturing value at the right time.
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.
Industry VP for Banking and Capital Markets | Hitachi Solutions America
Speaker bio coming soon!
Local Marketing Manager | Capital One
Andrew Winninger is a Local Marketing Manager supporting the Capital One Cafes and their community engagement efforts in South Florida, Richmond and Philadelphia. Prior to this role he led the marketing team at the largest Whole Foods in Florida, directed a global street team and non-profit at an independent record label and developed an intergenerational community program for the United Way. He studied marketing at the University of Central Florida and returned to Ft. Lauderdale after graduating, where he currently resides. Avid golfer, certified SCUBA diver, published author and resident DJ at the monthly art walk.
Head of Digital | Citizens Financial Group
Lamont Young is Head of Digital for Citizens Financial Group. Lamont and his team are responsible for strategy and investment in digital, the bank’s fintech accelerator practice, technology development within digital, management of the corporate website and online and mobile banking platforms, digital payments, digital sales, social and editorial media. He is also a member of the Consumer Bank Executive Committee.
CEO | Joust
Lamine Zarrad is an innovative thought leader and futurist in the banking industry. Lamine’s varied background includes service as a forward deployed U.S. Marine, Advisor for Merrill Lynch, a National Bank Examiner for the Office of the Comptroller of the Currency (OCC) and most recently CEO of Tokken, Inc. Lamine draws on a broad view of unmet needs in the world. In founding Joust, he’s pushing financial services toward greater inclusiveness through technology and aims to create economic vitality for independent workers.
DISCOVERY HOUR SPEAKERS
CMO | PayKey
A seasoned executive with 20 years’ experience in global marketing, sales and business development, Guy Talmi leads PayKey’s strategy, marketing and product management. He also has extensive experience in mobile technologies, financial services, and online & offline marketing. Guy has a proven track record in building high profile brands, planning and executing go-to market strategies, creating high volume sales and establishing strategic partnerships.
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