Future Digital Finance West 2017

December 04-December 05, 2017

The Wigwam, Phoenix, AZ

Contact Us: 1 (888) 482.6012

Monday, December 4, 2017: Innovation And Digital Transformation Day

The first day of the conference is focused your digital transformation roadmap. Keep your customers and clients at your core when thinking about digital channels and innovation initiatives. PLUS you’ll get a perspective on meeting your customer’s needs from our retail guest speaker!

7:15 AM - 7:55 AM Registration And Networking Breakfast

7:55 AM - 8:05 AM Welcome Address & Top Challenges Morning Ice Breaker

Lori Hawthorne, Program Director, Future Digital Finance West 2017

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Lori Hawthorne

Program Director
Future Digital Finance West 2017

8:05 AM - 8:20 AM Chairperson's Opening Remarks

Craig McLaughlin, Chief Executive Officer, Extractable

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Craig McLaughlin

Chief Executive Officer
Extractable

8:20 AM - 8:40 AM Keynote Fireside Chat: An Intimate Look At How To Be Successful With AI Applications

Christopher Cox, Chief Digital Officer, USAA
Forward looking digital bankers are focused on AI - but many are not sure how to best use AI to help transform their businesses. This session gives an in depth look at what USAA is doing in the AI space, with an interview styled session with their Chief Digital Officer.

  • Getting started with AI - what are the different ways to get started?
  • Considering different architectures around AI
  • Identifying how to get your initial data sets in place so you can assess customer needs
  • Outlining and reviewing different use cases including machine learning, Roboadvisors, fraud, Chatbots and more
  • Staffing internally: Do you staff a team for AI? Is it a new channel for you? Do you staff it differently than marketing?
  • Understanding that the skills required to do AI are different than for traditional marketing or customer experience
  • Do you pull this back in as a channel?
  • Staying on top of regulations around AI usage

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Christopher Cox

Chief Digital Officer
USAA
How are you engraining innovation into your financial organization’s culture? How are projects getting pushed through and integrated? This panel looks at innovation from all angles, from executives from both big and mid-sized banks.

  • Being effective in your communication to move the needle and working through the organizational dynamics
  • Looking at organizational efficiencies to move from experimentation to production
  • Taking innovation projects and actually moving them into production
  • Crossing the threshold into having a customer facing experience in a timely manner
  • Bringing together experimentation and innovation with the platform management group in a seamless way


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Shari Van Cleave

Head of Digital Labs – Consumer Banking
Wells Fargo
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Matt Miller

Vice President, Conversational Commerce
Mastercard
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Drew Sandholm

Director, Marketing
Quontic Bank
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Peter Poon

Head of Digital Innovation & Channel Strategy – NA Channels
BMO Financial Group
Heads of digital at banking institutions are bombarded with opportunities to add new technology, but understanding if that technology can truly help their customers is key. And with the growth of the fintech market, banks are struggling to understand if these products really help customers, and whether that technology should become part of their offerings. This panel looks at customer needs from a technology standpoint, to help you rethink your digital strategy in the long-term.

  • Stop chasing “new shiny object” in terms of new tech so the customer doesn’t get lost in the process
  • Understanding innovating is great but you can’t sacrifice your customers in the process
  • Figuring out how to help your customer, and in turn, the relationship between banks and fintechs
  • Ensuring any new technology can help meet a specific customer need (not just incorporating technology for technology’s sake)
  • Identifying how you can plug fintech functionality into your bank (and whether partnering with fintechs makes the most sense to do that)

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Nicole Lorch

Executive Vice President & Chief Operating Officer
First Internet Bank
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Patrick Kelly

Associate Vice President, Emerging Channels
USAA
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Damian Warren

Head of Channels Experience
U.S. Bank
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Vaduvur Bharghavan

Co-Founder & CEO
Ondot

9:40 AM - 9:45 AM Help Huddle: Scaling and Operationalizing Innovation

These quick roundtables are peppered throughout the conference. You and your tablemates will each share one best practice around how to scale and operationalize innovation within your organization.

9:45 AM - 10:35 AM Morning Refreshment & Networking Break In The Innovation Lab Hosted By Launchfire

Some financial institutions worry that fintech startups are a threat. Are they? Do you agree or disagree with that sentiment? Get a detailed look at the fintech landscape – how to partner, who to partner with, and how to ensure the relationship is a beneficial one, to both parties. Our executives from Mastercard and Bank of America walk through their separate fintech journeys – with both individual questions and group questions. At the end of the session, we’ll take an audience vote around whether fintech relationships are truly beneficial.

  • How do you decide who to partner with?
  • How do you identify areas of focus (IoT, etc.)
  • What do you expect to learn, types of POC or pilots?
  • Payment strategy and how it aligns to the partnership model

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Ashish Tajpuria

Senior Vice President/Head of Payments & eCommerce Partnerships
Bank of America
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Matt Miller

Vice President, Conversational Commerce
Mastercard
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Peter Poon

Head of Digital Innovation & Channel Strategy – NA Channels
BMO Financial Group

11:05 AM - 11:25 AM Keynote: Achieve Digital Success Through Better Customer Experiences With Cognitive Analytics

Chris Yaldezian, Industry Leader, Banking – Watson Customer Engagement, IBM
Smooth, effective customer experiences differentiate financial services in the digital sphere. Brands achieve leading CX by gleaning actionable insights from millions of interactions and nimbly responding. Hear how leading financial services organizations leverage their digital intelligence to optimize websites and apps, resolve customer issues, and increase customer satisfaction. IBM shows you how they've used Watson cognitive technology to allow financial services companies to identify and resolve customer experience challenges within minutes and take quick action to improve conversion and realize accelerated ROI.

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Chris Yaldezian

Industry Leader, Banking – Watson Customer Engagement
IBM

11:25 AM - 11:50 AM Keynote: Delivering Engaging Customer Experiences From A Design Perspective

Jamie Armistead, Executive Vice President, Digital Channels, Bank of the West
Designing great customer experiences isn’t just about customer experience optimization. It’s about the entire UX experience, and how banks can offer their services using good design principles. This session will walk through design from a holistic view, and ensure your brand is resonating with your customers – no matter if they are small business, consumer or commercial.

  • Using a system of design that embodies your brand
  • Discovering micromoments that a customer has when they are engaging with your brand
  • Making the brand experience delightful and helping customers feel like rewarded
  • Tracking and delivering good UX
  • Continuing to optimize it over time as needed

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Jamie Armistead

Executive Vice President, Digital Channels
Bank of the West

11:50 AM - 12:10 PM Keynote: From Why To How: The Digital Transformation of TCF Bank

Ryan Jandris, Senior Vice President, Digital Banking, TCF Bank
The impact of the digital revolution on the financial services industry has been and continues to be researched, documented, and analyzed on almost a daily basis. Throughout his career Ryan Jandris, Senior Vice President of Digital Banking at TCF, has had 20 years of experience in translating data into strategies and solutions. He is very familiar with the process of translating “why” into “how.” Ryan was directly involved in the decision by TCF Bank to implement a strategy to transform the digital experience of its 1.2 million digital customers. In his keynote, he will discuss why TCF needed to undertake a digital transformation and what priorities were set to help guide the process. Ryan also will share information and insights about the implementation of the first phase of TCF’s digital transformation and describe a list of benefits TCF has realized to date from this effort including the bank’s belief that it can now compete with any institution at any level.

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Ryan Jandris

Senior Vice President, Digital Banking
TCF Bank
In order to be a truly “digitally fit” organization, you have to begin with a detailed roadmap. The process can be difficult - especially considering prioritization difficulties and potentially dealing with legacy systems, but the results can be truly transformative for not only your organization, but for your customers. This keynote panel walks through roadmaps to achieve digital success.

  • Originating the customer experience on digital channels
  • Pushing your customers through digital channels to give them an easier shopping experience when they want products and services
  • Learning how to cross sell customers better
  • Determining where your analytics lead you along the roadmap
  • Understanding the end goal for your digital roadmap
  • Mapping out a top to bottom experience so you can help your customers reach their financial goals


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Christopher Cox

Chief Digital Officer
USAA
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Raouf Carmi

Vice President, Product Management & Digital Transformation
Eagle Investment Systems, a subsidiary of BNY Mellon
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Eric Givens

Senior Director, Research & Development
Arizona Federal Credit Union
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Damian Warren

Head of Channels Experience
U.S. Bank

12:40 PM - 1:40 PM Networking Lunch For All Attendees

12:40 PM - 1:40 PM IBM Invite-Only Private Lunch

General Session

1:40 PM - 1:50 PM Chairperson’s Opening Remarks

General Session

1:50 PM - 2:20 PM Panel Discussion Remix: Rationalizing Your Technology Stack To Make Better Decisions Around Digital Customer Experiences

Don Dele, Senior Director, Digital Technology, Rewards & Loyalty Platform, Royal Bank of Canada Dan Schreibstein, Head of Digital Marketing Platforms, Wealth Management, JP Morgan Robert Blatt, Chief Executive Officer, MomentFeed
Many banks are challenged with disparate systems and technology stacks. How can you rationalize your stack so that you can share the same data across different business units? How do you even begin that journey? Learn how to be more effective in both online and offline channels through a rationalization of your technology stack.

  • Interpreting how marketing teams can build online and omni-channel optimizing experiences with a detailed roadmap
  • Making decisions around third parties who can support your omni-channel and digital intiatives
  • Rationalizing disconnected platforms and technology stacks
  • Taking disparate systems and connecting them so you can make automatic, effective decisions

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Don Dele

Senior Director, Digital Technology, Rewards & Loyalty Platform
Royal Bank of Canada
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Dan Schreibstein

Head of Digital Marketing Platforms, Wealth Management
JP Morgan
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Robert Blatt

Chief Executive Officer
MomentFeed
These interactive small group roundtables will help you solve your most pressing digital challenges. They are limited to 10-15 participants in total.

Digital Innovator Track: Small Group Discussions for Financial Services Executives

1:50 PM - 2:20 PM Topic: Digital Wallets

Ashish Tajpuria, Senior Vice President/Head of Payments & eCommerce Partnerships, Bank of America
  • Reviewing the digital wallet landscape
  • Will we see consolidation anytime soon?
  • Bank wallets vs. non bank wallets, pros vs. cons
  • Thoughts on differentiation strategies?
  • Will Apple ever open up NFC?

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Ashish Tajpuria

Senior Vice President/Head of Payments & eCommerce Partnerships
Bank of America

General Session

2:20 PM - 2:45 PM PwC Executive Presentation

Justin O'Connor, Director, Digital Banking Leader, PwC
Learn about the latest in digital banking trends.

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Justin O'Connor

Director, Digital Banking Leader
PwC

General Session

2:45 PM - 3:10 PM Case Study Remix: Extending Digital Capabilities to Better Connect Offline & Online Channels

Christina Hatziioannou, Director, Digital Strategy & Integration, CIBC
Achieving a seamless omni-channel experience is no easy feat. FIs have spent millions of dollars over the last few years to build digital teams and expand digital capabilities. Now, we have significant opportunities to optimize digital capabilities and offer benefits to traditionally offline experiences, such as face-to-face sales and financial advice. This is especially important as clients become more digitally engaged and expect a seamless, omni-channel experience. During this presentation, we will:
  • Discuss clients’ omni-channel expectations
  • Identify the largest pain points felt by clients in offline experiences
  • Recommend digital solutions that best alleviate those pain points and enhance the client experience

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Christina Hatziioannou

Director, Digital Strategy & Integration
CIBC

General Session

3:10 PM - 3:15 PM Help Huddle: Your Digital Toolkit Re-examined

These quick roundtables are peppered throughout the conference. You and your tablemates will each share one best practice around how to optimize your digital toolkit.


Digital Innovator Track: Small Group Discussions for Financial Services Executives

2:20 PM - 3:15 PM Topic: Digital Wallets (Continued)

Ashish Tajpuria, Senior Vice President/Head of Payments & eCommerce Partnerships, Bank of America
  • Reviewing the digital wallet landscape
  • Will we see consolidation anytime soon?
  • Bank wallets vs. non bank wallets, pros vs. cons
  • Thoughts on differentiation strategies?
  • Will Apple ever open up NFC?

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Ashish Tajpuria

Senior Vice President/Head of Payments & eCommerce Partnerships
Bank of America

3:15 PM - 4:00 PM Delightful Dessert Afternoon Refreshment Break In The Innovation Lab

Taste delicious desserts while you network during our afternoon break.

4:00 PM - 4:25 PM Retail Guest Speaker: The Worst Ways to Connect with Today’s Digital Consumer

Andrew Flicker, Director, eCommerce Pricing & Intelligence, Leslie's Poolmart
Businesses are increasingly expected to build and maintain close connections with consumers, even as the opportunities for businesses and customers to connect are fragmenting and multiplying. This session gives an e-commerce perspective on the many ways businesses can inadvertently sabotage their efforts at customer engagement and destroy lifetime value- and discusses better strategies for successful relationships.

  • Discover how businesses can confuse or neglect to segment their audience
  • Learn how noise and random events can be mistaken for audience shifts
  • Understand how failed engagement efforts can reinforce bad strategies
  • Find out the top illusions businesses use to trick themselves about their customers
  • Use the missteps of others to drive better decisions

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Andrew Flicker

Director, eCommerce Pricing & Intelligence
Leslie's Poolmart

Digital Innovator Track: Small Group Discussions for Financial Services Executives

4:00 PM - 4:25 PM Topic: The Future Of Connected Experiences: Where AI And IoT Come Together

Patrick Kelly, Associate Vice President, Emerging Channels, USAA
  • Determining the type of personality it should have
  • Identifying where it should manifest (live inside of an app or on a public website, or a connected device)
  • Looking at ad opportunities inside of chat dialogs
  • Finding out what’s coming next with Chatbots

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Patrick Kelly

Associate Vice President, Emerging Channels
USAA
This session will provide a balanced view into how financial institutions are embracing a world where open banking continues to play an increasing role into strategic decisions. Whether regulation, increasing pressure from Fintech's, or newly formed partnerships, open banking is a concept of growing importance for the world of digital banking.
  • Clearly defining open banking
  • Providing concrete examples of how FI's are embracing the underlying shift
  • Discussion of various strategies FI's are discussing or implementing
  • Understanding the importance of proactive partnerships in an open banking model

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Hisham Salama

Vice President/Head of Emerging Payments & Innovation
TD Bank
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Scott Harkey

Payments Practice Lead
Levvel

Digital Innovator Track: Small Group Discussions for Financial Services Executives

4:25 PM - 5:00 PM Topic: The Future Of Connected Experiences: Where AI And IoT Come Together (Continued)

Patrick Kelly, Associate Vice President, Emerging Channels, USAA
  • Determining the type of personality it should have
  • Identifying where it should manifest (live inside of an app or on a public website, or a connected device)
  • Looking at ad opportunities inside of chat dialogs
  • Finding out what’s coming next with Chatbots

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Patrick Kelly

Associate Vice President, Emerging Channels
USAA
Roundtable discussions are a great way to get tons of insights from your banking peers. These small group discussions focus on a niche topic. There will be a host to facilitate discussion and serve as a subject expert, to ensure your questions get answered.


Table 1: Blockchain Technology And Cryptocurrencies: Is It Worth The Investment?

  • Moving past the theoretical application of blockchain technologies
  • Identifying the practical applications and results from successful programs
  • Determining whether there is an ROI yet
  • The legal implications: Learning what signatures and mutually agreed legally binding documentation you need

Hosted By: Don Dele, Sr Director Digital Development, Rewards & Loyalty Platform, Royal Bank of Canada


Table 2: Facilitating Change Management In Times Of Transition

Financial Institutions are no strangers to change. Whether it’s implementing new products/services, digitizing manual processes, converting to a new banking system or merging with another financial institution, the change must be managed. Join this discussion to share experiences from your financial institution and learn from others what has worked well as you prepare for upcoming change.

  • Is there a culture of change at your financial institution and if so, what did you do to develop it?
  • When approaching change management, the default is often to focus on the rational side of what happens and miss the emotional component of how people feel about the change. With that in mind, how do you prepare your staff for change? What are some things that have worked well (or not?)
  • How do you prepare your customers for change? Are they receptive or resistant?
  • What do you believe are the most important aspects to successfully managing change?

Hosted By: Margarita Luyre, Sr Product Manager, Digital Banking, Central 1 Credit Union;
Jessica Morettie, Sr Manager, Strategic Planning & Alignment, Central 1 Credit Union


Table 3: Getting Buy-In For Innovation

  • How to have an innovation center
  • How do you get funding
  • How do you get leaders to buy into an area that focuses on new product concepts
  • How are you able to move the needle with the initial investment

Hosted By: David Newman, Senior Vice President/Manager, Strategic Planning, Wells Fargo


Table 4: Implementing A Successful Chatbot Experience

  • Determining the type of personality it should have
  • Identifying where it should manifest (live inside of an app or on a public website, or a connected device)
  • Looking at ad opportunities inside of chat dialogs
  • Finding out what’s coming next with Chatbots

Hosted By: Heidi Capodanno, Director of Customer Experience, Union Savings Bank


Table 5: What’s The Future Of Mobile Apps In A Chat-Bot And Voice Controlled World
Hosted By: Chris Barlow, VP, Mobile Banking , WebsterBank


Table 6: Augmented and Virtual Reality Enhancements To The Financial Services Customer Experience: Looking At the Possibilities

  • Comprehending all of the possible applications of AR and VR use in a financial environment
  • Looking at gamification opportunities
  • Managing the content creation process
  • Determining how to resource for this (executing internally or getting a third party to assist)
  • Ensuring your marketing and communications teams are up to speed on the technology to help steer the direction of the content
  • Doing a cost/benefit analysis to determine the best ROI, and present the most relevant experience as possible for your clients

Hosted By: Marria Rhodriquez, VP, Digital Product Management and Strategy, Wells Fargo

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Don Dele

Senior Director, Digital Technology, Rewards & Loyalty Platform
Royal Bank of Canada
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Margarita Luyre

Senior Product Manager, Digital Banking
Central 1 Credit Union
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Jessica Morettie

Senior Manager, Strategic Planning & Alignment
Central 1 Credit Union
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Heidi Capodanno

Director, Customer Experience
Union Savings Bank
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Chris Barlow

VP, Mobile Banking
WebsterBank
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Marria Rhodriquez

Vice President, Digital Product Management & Strategy
Wells Fargo
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David Newman

Senior Vice President/Strategic Planning Manager
Wells Fargo

5:35 PM - 6:35 PM Southwest Reception for All Attendees

At the end of an education and networking filled day, sit back, relax and enjoy some cocktails during our welcome reception.

6:35 PM - 6:35 PM Conclusion of Day One