www.wbresearch.com Open in urlscan Pro
54.145.70.208  Public Scan

Form analysis
0 forms found in the DOM

Text Content

REINVENTING THE FINANCIAL EXPERIENCE THROUGH DIGITAL INNOVATION

MAY 04 - 05, 2022 | 12:00PM ET | ONLINE

Free Sign Up
Sponsor



THE GREAT RESIGNATION, SHIFTING EXPECTATIONS, PHYGITAL CHANNELS...
WHAT'S NEXT?


Digital is no longer secondary: Within a two-year span, the pandemic has been
the root of shifting customer expectations, pushing your organization to:
rapidly evolve customer engagement strategies, survive closing physical channels
by investing in digital channels, respond     quickly to the Great Resignation
and challenging labor market that follows.

With over 190 million digital banking users reported in the US in 2021 (75% of
the population), the need for digital channels has grown more than ever,
drastically accelerating timelines for most financial institutions to bring
digital to the forefront of their customer strategy. This puts an even greater
lens on customer experience, with companies investing their time, money, and
attention to making the digital experience more smooth, convenient and
engaging. 

Join 250+ of your peers during our Virtual Summit, the ultimate networking
experience: packed with strategies, case studies, and fresh insights curated by
senior level customer experience experts in financial services and data
management. Join us and connect with 250+ like-minded professionals as they dive
into ways to combat post-pandemic customer expectations, a changing labor
market, and industry disruptions from non-traditional financial institutions. 

Find out why we're rated #1 as the source for invaluable insights on challenges,
trends and strategies that are continuing to revolutionize the financial
services sector. 

Reserve Your Free Spot


OUR SPEAKERS. YOUR VISIONARIES.


Free Sign Up


2 DAYS OF CONTENT, INFINITE TAKEAWAYS.






SET YOUR BANKING EXPERIENCE STRATEGY UP FOR SUCCESS



Our agenda is 100% focused on the biggest challenges and opportunities that
you’re currently facing. Brimming with inspirational content from industry
leaders, you’ll get tons of detailed strategies on differentiating from
non-traditional tech giants, diversifying your digital & physical landscape, and
responding to your customers needs efficiently.  Walk away knowing exactly how
to take your banking experience to the next level.




THE MOST INTERACTIVE DIGITAL BANKING VIRTUAL SUMMIT, GUARANTEED


Rekindle the magic of the in-person experience with over 20 hours of intimate
networking opportunities, thought-provoking fireside chats, and of course, LIVE
roundtables where you can connect with your peers. Take these two days to get
inspired, make new friends, and speak “off-the-record” with some of today’s most
innovative industry leaders. You’ll make connections like no other event, and
become a part of a true community.




GAIN FRESH PERSPECTIVES FROM THE BEST IN BANKING



You’ll listen to 20+ leading digital finance and banking experience speakers for
an unbiased view of where the future is headed. Get the answers you need to the
industry’s most important questions so you can level up your customer engagement
program. Learn from the best of the best and deliver greater value to your
organization and customers!

AGENDA


WEDNESDAY, MAY 4: THE ECOSYSTEM OF CHANGE – ADVANCING FINANCE IN A DIGITAL WORLD

View All Session Details


   


   

 * 12:00 pm - 12:05 pm
   
   12:00 pm - 12:05 pm
   
   
   WELCOME REMARKS
   
   

 * 12:10 pm - 12:40 pm
   
   12:10 pm - 12:40 pm
   
   
   PANEL DISCUSSION: THE PROCESS OF CHANGE – PLOTTING YOUR DIGITAL
   TRANSFORMATION ROADMAP
   
   Tom Novak, Chief Digital Officer, Visions Federal Credit Union
   Amanda Flashner, EVP, Customer Experience and Communications, LendingPoint
   
   Digital transformation is a vital part of every FI’s conversations around
   modernizing their processes and engagement. Making drastic, business-wide
   changes are complicated and are often stymied by unforeseen obstacles in
   today’s rapidly changing financial and technological landscape. So how can
   institutions make the change needed to stay competitive in todays world? This
   session talks through tips, tricks and strategies for:
   
    *  Evaluating your needs verses wants and weighting them appropriately
    *  Thinking through your ROI for various solutions and deciding on the right
      time to move on them
    *  Creating organization-wide momentum to get buy-in across the board
    * New ways of looking at success on a constantly shifting playing field
   
   Setting manageable and moving goals along the transformation journey to
   better evaluate and demonstrate value
   
   Learn more

 * 12:40 pm - 1:00 pm
   
   12:40 pm - 1:00 pm
   
   
   CASE STUDY: DATA OPTIMIZATION - LEVERAGING THE CLOUD
   
   Traditional organization models often have each corporate division operating
   independently, but with advances in cloud-based data collection and
   processing, the ability to break down internal data silos allows banks to
   have a universal view of the entire company so that executives can see the
   whole picture and make informed decisions swiftly and allow faster, more
   comprehensive organizational pivots. Hear success stories on:
   
    * Updating internal systems from end-to-end to leverage the cloud for
      centralizing data
    * Upgrading the hardware to bring physical data into the same systems that
      track transactions and provide insights
    * Replacing legacy systems that slow down data processing to increase
      real-time accuracy of your whole picture
   
   Learn more

 * 1:00 pm - 1:30 pm
   
   1:00 pm - 1:30 pm
   
   
   (OMNI)CHANNELING YOUR AUDIENCE – EFFECTIVE ENGAGEMENT ACROSS THE CUSTOMER
   JOURNEY
   
   Alexandra Mack, Director, Global Industry Solutions, Zendesk
   
   The last two years have shown that customers are increasingly looking for
   convenience across channels to provide a fast, simple financial experiences.
   Moreover, companies must optimize their customer pathways to translate
   between physical and digital channels – allowing customers to access services
   and get advice quickly, while connecting them with human channels
   efficiently. This ease of movement is quickly becoming vital to your customer
   satisfaction. This session talks through real-world examples of:
   
   Using tools to capture and examine customer interactions that facilitates
   both broad-view and detailed interaction metrics
   
   Finding new ways to integrate your channels for a more wholistic experience
   and feed-back loop
   
   Integrating your digital and omnichannel strategies to improve personalized
   targeting of products and services
   
    
   
   Learn more

 * 1:30 pm - 1:50 pm
   
   1:30 pm - 1:50 pm
   
   
   CASE STUDY: TURNING CUSTOMER ANALYTICS INTO ACTIONABLE IMPROVEMENTS
   
   Digital transformation is dependent on knowing how your clients use your
   digital projects. Better analytics mean better understanding of your customer
   journey, but once you have those insights, turning them into practical steps
   can be a hurdle that slows productivity and detracts from the ROI of your
   analytics. That’s where great partnership can make a difference. This session
   talks through using comprehensive customer experience analytics to:
   
    * Collect a wide range of data from various sources and consolidate into
      usable pieces
    * Determine appropriate metrics and benchmarks – and make sure those get
      measured! 
    * Determine friction points in digital interactions and simplify, simplify,
      simplify!
    * Ensure the right teams have access to real-time insights that they can use
      to make decisions and improvements
   
   Learn more

 * 1:50 pm - 2:00 pm
   
   1:50 pm - 2:00 pm
   
   
   NETWORKING BREAK
   
   

 * 2:00 pm - 2:30 pm
   
   2:00 pm - 2:30 pm
   
   
   PANEL DISCUSSION: INVESTING IN YOUR TEAMS – EMPOWERING EMPLOYEES IN FINANCIAL
   INSTITUTIONS
   
   Steven Kietz, Chief Executive Officer, Reliant Funding
   Michelle Drager, CPTD, SVP, Director of Leadership & Talent Development,
   Columbia Bank
   
   Employees play a critical role in the customer experience, whether they are
   managing back-end processes or interacting with customers directly. With the
   great resignation taxing teams across organizations, recruiting and keeping
   top talent is harder than ever. This session investigates the changing roles
   and demands on team members and rethinks ways to strengthen your employee
   loyalty and offer new opportunities in the FI space by:
   
    * Understanding the role of employee coaching in the context of digital
      engagement and competency
    *  Investing in training and building pathways for advancement to keep your
      team moving ahead
    * Reexamining the roles and structures of teams to encourage and showcase
      employee initiative
    * Building teams that can work across silos and create a company culture of
      collaboration
    * Creating a culture of creativity and challenge that motivates employees to
      engage in work that matters
   
   Learn more

 * 2:30 pm - 3:00 pm
   
   2:30 pm - 3:00 pm
   
   
   FIRESIDE CHAT: BRINGING CONTINUOUS PROCESS IMPROVEMENT TO CX
   
   Sam Cook, Marketing Member Experience Manager, First Tech Federal Credit
   Union
   
   Improving customer experience can be a tricky process, especially when it
   comes to identifying the root cause of complaints and bringing that feedback
   into the process of changing the customer journey. In this conversation on
   the ins-and-outs of digital experience, we will look at CX through the lens
   of continuous process improvement, bringing in a methodology for moving from
   reactive to proactive in eliminating pain points for customers. Find
   strategies for:
   
    * Applying the Six Sigma method to CX to create a cycle of improvement and
      feedback and improve customer satisfaction
    * Targeting the root causes of customer feedback and complaints to eliminate
      friction at the source
    * Collapsing silos and bringing customer experience to the forefront of your
      business teams
    * Finding better ways to communicate data and findings across teams to
      integrate the CX process, improving overall customer service
   
   Learn more

 * 3:00 pm - 3:30 pm
   
   3:00 pm - 3:30 pm
   
   
   DISCUSSION: EXPLORING NFTS, CRYPTOCURRENCY AND ITS IMPLICATIONS ON FIS
   
   Blockchains have the potential to change the financial services industry and
   the way we think about currency. In this session, come with questions on
   crypto, NFTs, block-chain for a discussion on these new forms of currency and
   their implications on the financial landscape. A no-holds-barred open floor
   for wrestling with this new world of money!
   
   Learn more

 * 3:30 pm - 3:35 pm
   
   3:30 pm - 3:35 pm
   
   
   DAY 1 CLOSING REMARKS AND GIVEAWAY
   
   


THURSDAY, MAY 5: FASTER, SMARTER AND STILL HUMAN - RETHINKING DIGITAL CUSTOMER
EXPERIENCE

View All Session Details


   

 * 12:00 pm - 12:05 pm
   
   12:00 pm - 12:05 pm
   
   
   WELCOME REMARKS
   
   

 * 12:10 pm - 12:35 pm
   
   12:10 pm - 12:35 pm
   
   
   FIRESIDE CHAT: THE PSYCHOLOGY OF TRUST – NAVIGATING CHANGING CUSTOMER
   EXPECTATIONS
   
   Tim Keough, Principal, Voice of Client /Market Research, Pershing LLC, a BNY
   Mellon Company
   
   Trust is fundamental to any financial relationship. It is the key to creating
   ongoing loyalty and client satisfaction. With so many shifts in recent years,
   there is an increased sense of instability and concern around trust and
   stability. How do you ensure you are building that trust according to the
   needs, fears and expectations of the client? This session explores:
   
    * Looking at the factors that are impacting customer trust today and
      addressing those factors proactively
    * Thinking through our contingency plans to maintain stability and service
      in an unpredictable landscape
    * Making sure clients can reach the people and services they want when they
      need them
    *  Targeting the key drivers of perceived safety in both digital and human
      channels to inspire ongoing satisfaction and loyalty
   
   Learn more

 * 12:40 pm - 1:00 pm
   
   12:40 pm - 1:00 pm
   
   
   CASE STUDY: INCREASING FLEXIBILITY AND ADAPTABILITY IN A SHIFTING MARKETPLACE
   
   If the last two years has taught us anything, it’s that in a rapidly changing
   landscape, your digital tools should be as flexible, if not more so, than
   your business model to enable faster pivots, and support ongoing growth. This
   case study looks at solutions to support maximum change and innovation by:
   
    * Evaluating the adaptability of your tools in different circumstances
    * Creating easy-to-use solutions that can be added, customized and
      streamlined to fit your changing needs
    * Understanding the dynamics between your business tools to create a
      cohesive plan across silos
   
   Learn more

 * 1:00 pm - 1:30 pm
   
   1:00 pm - 1:30 pm
   
   
   PANEL DISCUSSION: FROM ACQUISITION TO LOYALTY – CREATING LONG-TERM ENGAGEMENT
   AND VALUE
   
   Alex Yang, Director, Connected Banking, Bank of America
   
   Today’s client expects more from their financial institution than ever
   before. To stand out from the wide spectrum of financial institutions and
   disruptors, companies must find the right balance of personalized content and
   services alongside empathy. This session explores opportunities for
   initiating, growing and maintaining relationships with clients through:
   
   •                Understanding how to bring customer expectations and
   customer experience into alignment
   
   •                Finding new opportunities for acquisition through creative
   use of analytics
   
   •                Understanding how to deploy people strategically for more
   targeted customer interactions
   
   •                Increasing customer satisfaction and personalization to
   build lifetime loyalty
   
   Learn more

 * 1:30 pm - 2:00 pm
   
   1:30 pm - 2:00 pm
   
   
   FIRESIDE CHAT: EFFECTIVELY CONNECTING WITH YOUR CUSTOMERS TO DIFFERENTIATE
   FROM THE COMPETITION
   
   Ilan Davidovici, Principal, Client Experience, Edward Jones
   
   Customer behavior can be unpredictable and complex, as customers want to feel
   that their needs are understood. FI’s need to stand out from the crowd and
   show their customers that they can be trusted. In this fireside chat, we will
   look at different ways to make meaningful connections with your customers to
   show that you understand their needs and goals.
   
   •            Understanding your customers’ needs to gain their retention
   
   •            Creating emotional connection with customers regardless of the
   channel they use to interact with you
   
   •            Understanding the different elements of emotional customer
   engagement and the different areas of your business where it can be employed
   
   •            Gaining your customers’ loyalty by connecting with them on an
   emotional level
   
   Learn more

 * 2:00 pm - 2:30 pm
   
   2:00 pm - 2:30 pm
   
   
   PANEL DISCUSSION: CRITICAL COOPERATION – CREATING FINTECH PARTNERSHIPS THAT
   ADD MUTUAL VALUE
   
   

 * 2:30 pm - 2:55 pm
   
   2:30 pm - 2:55 pm
   
   
   FIRESIDE CHAT: MAKING THE BUSINESS CASE FOR CX
   
   Lisa-Maria Alexander, Former Chief Marketing Officer – Trinidad and Tobago,
   JMMB Group
   
   Most institutions agree that satisfied and loyal customers are at the core of
   their business model and will positively impact their business, but many do
   not invest the time and resources in building comprehensive CX strategy that
   will keep customers happy and engaged. Often, while we agree the customer is
   at the center of what we do, initiatives that focus on CX lack a clear and
   concise business case, and an understanding of the measurable deliverables
   that will have a positive financial impact on the business as well as the
   costs related to poor CX. In this session, former JMMB CMO Lisa-Maria
   Alexander will simplify the math to help you:
   
    * Understand the direct impacts of excellent (or not-so-excellent) customer
      experience on business
    * Draw the line between customer experience and costs in relevant and
      measurable ways
    * Approach the cost of compliance as an opportunity for growth and positive
      CX
    * Reduce costs with digital experiences and stay competitive in a changing
      digital banking landscape
   
   Learn more

 * 2:55 pm - 3:05 pm
   
   2:55 pm - 3:05 pm
   
   
   NETWORKING BREAK
   
   

 * 3:05 pm - 3:35 pm
   
   3:05 pm - 3:35 pm
   
   
   PANEL DISCUSSION: PERSONALIZATION AT SCALE – USING YOUR DIGITAL TOOLKIT
   
   Pam G. Piligian, Chief Marketing Officer/SVP, Navy Federal Credit Union
   
   Customer and investor expectations in today’s fast, digital world have
   accelerated the need for personal, timely and targeted outreach and
   interactions – so how do you create a strategy that can scale with your
   business? This session looks at solutions to cut time-consuming work and
   bring in strategies and tools to help you focus on the big picture. Cut
   through the noise in this conversation with experts in the field about:
   
    * Understanding your clients by building 360-degree profiles that capture
      needs, assets and opportunities for growth
    * Bringing in tools that will consolidate data and break down silos, as well
      as making sure your teams can use them effectively! 
    * Deploying marketing strategies that can meet your customers where they are
      with what they need
   
   Learn more

 * 3:35 pm - 3:40 pm
   
   3:35 pm - 3:40 pm
   
   
   DAY 2 CLOSING REMARKS AND GIVEAWAYS
   
   

Join Your Peers!


100% DIGITAL. 100% REAL CONNECTIONS.

We custom-build interactive sessions so you'll learn more & actually enjoy
meeting people in our virtual space. Plus, our sessions are specifically curated
with your concerns in mind—you won't find these at any other virtual
conference! 

VIRTUAL MEETING HUBS: 
BUILD TRUE CONNECTIONS WITH FELLOW ATTENDEES THROUGH LIVE CHAT OR VIDEO

RESOURCE CENTER:
FULL OF FREE, DOWNLOADABLE CONTENT FROM PARTICIPATING WORLD-CLASS BRANDS
 


DISCUSSION FORUMS:
TALK ABOUT SESSIONS IN REAL-TIME WITH YOUR PEERS & ENGAGE WITH THE SPEAKERS

Reserve Your Free Spot

BRINGING TOGETHER THE BEST IN DIGITAL FINANCE




Join Your Peers!


WHO ATTENDS OUR VIRTUAL SUMMITS?


LET’S CONNECT & CREATE A CUSTOM EXPERIENCE

Hi, I'm Tevin, the Sponsorship Director for the FDF/CXFS Virtual Summit. Reach
out by clicking the button below and I’ll be in touch within 24 hours. Looking
forward to connecting!



Contact Tevin
HOW OUR VIRTUAL SUMMITS WORK

Participating in a virtual summit is easy. Once you and your team register, each
of you will receive a link to access the presentations. You can also add the
summit to your Outlook or other calendar as a reminder. You do not need to
download or install any software to participate. All you need is Internet
access. The sessions will be recorded, and will be available for a limited time
afterwards. It’s going to be a great summit!


*Note: This summit is exclusively for financial industry executives. Solution
providers to these organizations and others will not be allowed to attend.
Please register with your full company name and your corporate email address or
you risk not gaining admittance. WBR reserves the right to not admit registrants
based on company type.



Free Sign Up

Phone: +1 888.482.6012 

Fax: 1 (646) 200.7535

Contact Us Today

Cookie Preferences

© 2022 Worldwide Business Research

 * WBR
 * Privacy




UNSUPPORTED BROWSER DETECTED

The browser you are using is not supported that will prevent you from accessing
certain features of the website. We want you to have the best possible
experience. For this you'll need to use a supported browser and upgrade to the
latest version.

GOOGLE CHROME

Get the latest version here.

MOZILLA FIREFOX

Get the latest version here.

APPLE SAFARI

Get the latest version here.

MICROSOFT EDGE

Get the latest version here.

Close Window




PRIVACY PREFERENCE CENTER

When you visit any website, it may store or retrieve information on your
browser, mostly in the form of cookies. This information might be about you,
your preferences or your device and is mostly used to make the site work as you
expect it to. The information does not usually directly identify you, but it can
give you a more personalized web experience. Because we respect your right to
privacy, you can choose not to allow some types of cookies. Click on the
different category headings to find out more and change our default settings.
However, blocking some types of cookies may impact your experience of the site
and the services we are able to offer.
More information
Allow All


MANAGE CONSENT PREFERENCES

STRICTLY NECESSARY COOKIES

Always Active

These cookies are necessary for the website to function and cannot be switched
off in our systems. They are usually only set in response to actions made by you
which amount to a request for services, such as setting your privacy
preferences, logging in or filling in forms. You can set your browser to block
or alert you about these cookies, but some parts of the site will not then work.
These cookies do not store any personally identifiable information.

TARGETING COOKIES

Targeting Cookies

These cookies may be set through our site by our advertising partners. They may
be used by those companies to build a profile of your interests and show you
relevant adverts on other sites. They do not store directly personal
information, but are based on uniquely identifying your browser and internet
device. If you do not allow these cookies, you will experience less targeted
advertising.

Back Button Back



Vendor Search Search Icon
Filter Icon

Clear
checkbox label label
Apply Cancel
Consent Leg.Interest
checkbox label label
checkbox label label
checkbox label label

Reject All Confirm My Choices


By clicking “Accept All Cookies”, you agree to the storing of cookies on your
device to enhance site navigation, analyze site usage, and assist in our
marketing efforts. To learn more about cookies view our Cookie Policy

Cookies Settings Accept All Cookies