Future Digital Finance West 2017
December 4 - 5, 2017
The Wigwam, Phoenix, AZ
Contact Us: 1 (888) 482.6012
Tuesday, December 5, 2017: Optimizing Data, CX and Omni-Banking
As data is the backbone for great CX and UX, we’ve dedicated a day to it. And don’t forget about omni and mobile banking as well, as they are critical to really enhance the overall customer experience. Get a detailed look at the latest in all of these areas on the second day of the conference.
7:20 am - 7:40 am Femtech: Women in Digital Banking Private Breakfast
This wonderful networking opportunity is worth the early wake up call. Karen Kallet, SVP/Chief Digital Operations Officer at BoFi Federal Bank will host this FDF favorite. Meet your peers, share ideas and make meaningful new connections with women leaders in digital banking. Then continue the conversation after the breakfast by joining the private LinkedIn group to stay informed and in touch throughout the rest of the year.
7:40 am - 8:10 am Continental Breakfast in the Innovation Lab
8:10 am - 8:20 am Welcome Remarks & Benchmarking Survey
8:20 am - 8:35 am Chairperson’s Opening Address
8:35 am - 9:00 am Keynote: Knowledge Graph: Driving Towards the Next Generation of Data For Finance
We are at the juncture of a major shift in how we represent and manage data. Conventional data management capabilities are ill equipped to effectively link, harmonize and understand data, especially when it is dispersed across multiple line of business organizations or when it is unstructured. This presentation focuses on new ways of working with data by utilizing AI and knowledge graph technology. Knowledge graph is a prerequisite for better understanding customer data. You’ll understand how to leverage knowledge graph as well as various aspects of AI with a focus on ontology, machine learning and natural language processing.
9:00 am - 9:25 am Keynote: Unlocking Value Creation Through Analytics & Digital: A Cultural Journey
Data has quickly become the most valuable asset of any financial services company. But amongst all the promise and opportunity that becoming a data centric organization offers, the cultural journey is perhaps the most important aspect to enabling break through value creation. This session delves into the intersection of analytics and digital, giving you a firsthand look at the Seacoast Bank journey.
- Hearing about the journey to re-center their bank around using insights to drive value creation
- Taking a closer look at the steps taken, challenges encountered, failures, and successes along the way
- Reviewing the cultural implications, especially related to employees, customers and shareholders
9:25 am - 9:55 am Keynote Panel Discussion: The Data Holy Grail: Truly Understanding Your Customers, and Offering the Right Message and Right Offer
Data has the power to truly change the way that banks understand customer behavior across channels – if it is used properly. For example, if you can pinpoint who your customers are as they enter your branches, you can make offers and communicate more effectively with them, offering tailored products and services for them. The business of analysis can unlock tremendous opportunities in both the long and short-term – and this session demonstrates how.
- Uncovering untapped opportunities with your data; making changes in the short-term
- Discovering tools to help analyze your data and provide a deeper analysis
- Trying to automate the gathering the data instead of pulling from disparate data sources
- Analyzing customer data and creating dashboards that can help you to make better business decisions
- Understanding what your customer/client wants so you can provide a better experience for them
9:55 am - 10:00 am Help Huddle: Getting a Holistic View of Your Customer Data
These quick roundtables are peppered throughout the conference. You and your tablemates will each share one best practice around how to get a holistic view of your customer data.
10:00 am - 10:45 am Morning Refreshment And Networking Break in the Innovation Lab
10:45 am - 11:15 am Keynote Panel Discussion Remix: Generating Customer-Centric Mobile Design Strategies
Design best practices are critical when thinking about mobile web or mobile native. How do you determine what’s right for the client? This session walks through the considerations for both strategies, and outlines best practices to create mobile strategies that will resonate and drive client engagement.
- Recognizing that mobile web and mobile native are different platforms that don’t compete with each other
- Determining how they can complement each other in terms of reach
- Making the experience on mobile devices consistent
- Utilizing native apps to help drive brand penetration
- Taking into account what the client wants first and foremost to determine your design strategy
Raouf Carmi
Vice President, Product Management & Digital TransformationEagle Investment Systems, a subsidiary of BNY Mellon
11:15 am - 11:50 am Keynote: Robo Advisory Usage In Wealth Management
Hear the Citizens Bank story around their successful implementation of robo advisory practices during this opening keynote session.
11:50 am - 12:10 pm Keynote Fireside Chat: Taking Wealth Management Digital
The relationship-driven model of wealth management is changing as client demographics change. Consumers of all age ranges are getting more and more comfortable with the use of technology. This will, in turn, impact their relationship with wealth management firms. This session will outline ways to better serve wealth management customers today and in the future..
- Developing a detailed plan for digitization
- Understanding changing client preferences around investment decisions
- Developing digitally enabled offerings for your client base
- Improving compliance and adding value to client relationships using digital tools
Brian Robinson
Senior Vice President/Manager, Wealth Management Digital ExperienceNorthern Trust
12:10 pm - 12:25 pm Keynote: Using Games And Simulations To Teach Digital Fluency
Frontline staff are in the perfect position to drive digital adoption. But to educate and assist customers, your staff needs to:
- Know your digital products front and back
- Understand the benefits for customers
- Spot opportunities to recommend digital products in everyday interactions with customers
And unfortunately, a boring product sheet (or LMS course) isn’t going to cut it. In this session, you’ll learn how game-based learning, simulations, and role-play scenarios get staff excited about training (yes, really) and increase their confidence when recommending digital products to customers. We’ll share our top tips and best practices -- along with examples from a recent program we did with a top US bank.
12:25 pm - 12:50 pm The Evolution of Omni-Channel: Where Does the ATM Fit In?
The presentation will focus on the future of ATMs and how we transact with them. How they can integrate with and adopt new technologies to evolve and behave more like our mobile devices. Using new authentication methods in combination with mobile apps we can facilitate card-less interactions, even to the unbanked. This will literally transform the ATMs as we’ve know them for the past 50 years.
12:50 pm - 1:50 pm Lunch for All Attendees
General Session
1:50 pm - 2:15 pm Setting Sail With TIAA IRA: What It Took And BeyondA product launch/relaunch requires integrated planning, delivery, alignment across multiple functions internally and of course, client communications/expectation setting process. In this session, you will hear the story of one such sail – what it took to plan, build, deliver and transition into a sustainable model in the midst of tight regulatory requirements. This journey includes snippets of SAFe (Scalable Agile Framework for Enterprise, digitization, automation, workflow enhancements, data integration, retail product strategy, digital initiative level integration across the retail portfolio, managing dependencies, a pilot and client experience testimonials. There will be a nugget or more to take away from this session for anyone on a Finance Digital transformation journey.
Digital Innovators Track
1:50 pm - 2:15 pm Digital Finance Leaders VIP BoardroomBy Invitation-Only
This session is a facilitated strategy discussion for senior finance executives. Gather with a group of direct peers to network and problem solve. Participation is limited to no more than 15 participants.
Interested in participating? Email the Program Director at lori.hawthorne@wbresearch.com.
General Session
2:15 pm - 3:00 pm Panel Discussion Remix: Enhancing the Omni-Channel Customer Experience Holistically
Speakers:
Dan Schreibstein Head of Digital Marketing Platforms, Wealth Management JP Morgan
Margarita Luyre Senior Product Manager, Digital Banking Central 1 Credit Union
Jessica Morettie Senior Manager, Strategic Planning & Alignment Central 1 Credit Union
Jeff Green President, Qmatic Americas Qmatic
Moderator:
Simon Mathews CEO PointOne Digital
Dan Schreibstein Head of Digital Marketing Platforms, Wealth Management JP Morgan
Margarita Luyre Senior Product Manager, Digital Banking Central 1 Credit Union
Jessica Morettie Senior Manager, Strategic Planning & Alignment Central 1 Credit Union
Jeff Green President, Qmatic Americas Qmatic
Moderator:
Simon Mathews CEO PointOne Digital
How do you begin the process of customer experience enhancements across channels? It begins with integrating your systems, and gathering that feedback. This session will not only look at internal processes to assist with customer experience optimization, but also how to think about your customer throughout the entire process.
- Integrating your channels so you can obtain feedback across them
- Operationalizing this process and using supporting technology
- Gathering feedback across multiple channels (chat, text, Call/contact center, social channels, branch locations)
- Connecting customer experience enhancements to your operational excellence to help problem solve across channels
- Making the front line and back office communicate better so your customers can see improvements in your CX
- Taking the time to understand customer needs
Digital Innovators Track
2:15 pm - 3:00 pm Digital Finance Leaders VIP BoardroomBy Invitation-Only
This session is a facilitated strategy discussion for senior finance executives. Gather with a group of direct peers to network and problem solve. Participation is limited to no more than 15 participants.
Interested in participating? Email the Program Director at lori.hawthorne@wbresearch.com.
3:00 pm - 3:20 pm Implementing Faster Payments: Practical Considerations For Midsize Institutions
Simon is heavily involved in real time payments at City National Bank. He’ll walk through the work they are doing with Zelle, RTP and Ripple. He will discuss:
- The value
- The connection options
- The vendor options
- The pros and cons of each connection option
- The costs and implementation times
3:20 pm - 4:00 pm “Wine Down” Networking Happy Hour In The Innovation Lab
End your Future Digital Finance experience by tasting Italian pastries, and grab a glass of wine! Can’t wat to see you in 2018 in Amelia Island for the Future Digital Finance 2018 show!
