Future Digital Finance West 2017

December 04-December 05, 2017

The Wigwam, Phoenix, AZ

Contact Us: 1 (888) 482.6012

Heidi Capodanno

Director, Customer Experience
Union Savings Bank

Heidi Capodanno is the Director of Customer Experience at Union Savings Bank in Connecticut. Heidi has over 20 years of experience with a comprehensive record of driving sales results and increasing customer loyalty. A dynamic and well respected leader with extensive experience in problem resolution and executive level strategic planning.

Heidi believes that our customers are our greatest asset and as long as you listen to what customers say and surpass their exceptions, you will create lifelong fans.

Before joining Union Savings Bank, Heidi was responsible for driving Customer Experience strategies for Branch, Customer Service Center, Mobile Banking and ATM at Santander Bank, N.A. and also spent over 10 years driving Sales Strategies for TD Bank, N.A.



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