Future Digital Finance West 2017

December 04-December 05, 2017

The Wigwam, Phoenix, AZ

Contact Us: 1 (888) 482.6012

Margarita Luyre

Senior Product Manager, Digital Banking
Central 1 Credit Union

Margarita Lurye gets up every morning for the excitement that every work day holds. A Senior Product Manager at Central 1 Credit Union, Margarita works closely with a team of product owners to fuel digital transformation in Canada’s financial landscape. She oversees digital banking for 300+ financial institutions, through the lens of digital marketing, sales & new customer acquisition and onboarding.

In her role, Margarita manages Open Innovation, an open platform ecosystem that empowers financial institutions to evolve their digital offerings through own and third-party features and services. She also owns Central 1’s content management system, which helps financial institutions represent their “true selves” through brand, voice and value proposition.

These days, Margarita can be found overseeing aspects of the UX Platform Program, including the public website, digital and sales capabilities and CMS. The partnership between Central 1 and Amsterdam-based Fintech, Backbase, will allow financial institutions to drive their own digital journeys through user experience and a customizable user interface.

With 10 years of experience driving product strategy and initiatives, Margarita works by Cinderella’s famous words, “Have courage and be kind.” Her passion for her work is fueled by thinking outside the box, creativity, and being kind to staff, peers, clients and mentors to build long-lasting and strong relationships.



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

2:15 PM Panel Discussion Remix: Enhancing the Omni-Channel Customer Experience Holistically

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