Future Digital Finance West 2017

December 04-December 05, 2017

The Wigwam, Phoenix, AZ

Contact Us: 1 (888) 482.6012

Don Dele

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

Don Dele is an experienced Financial Services leader with digital technology experience in 3 of the leading Canadian financial institutions. He has a variety of experiences in Digital Architecture, QA Automation, Technical Delivery and Digital Development. His career has centered around Technology in Finance and Banking though he’s also held positions at Bell Canada and Moneris Solutions prior to moving into Finance Technology.

He’s currently a Senior Director of Digital technology Development at RBC, leading the Rewards and Loyalty platform. He has had roles at TD Canada Trust’s Digital Development Team in Technical Delivery and CIBC Digital Contact Center Technology teams. In his leadership roles he’s focused on developing technologies and strategies to help disrupt the traditional banking practices and brining innovations into banking as we know it.



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

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

5:00 PM Interactive Roundtables – Select a Table and Enjoy an Interactive Discussion

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