Day 1: Innovation & Mobile Day

Sponsored by comScore

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As financial institutions strive to deliver cross-channel experiences, the stream of innovation and market transformation continues to flow unchecked. In response, digital professionals must transform how they market, transact, serve, and organize around changing customer experiences. Digital leaders will optimize their people, processes, and technology to serve today's empowered, ever-connected consumers across a rapidly evolving set of customer touch points.

Attend this keynote session to hear about:
• How to keep your customer at the heart of your change program, especially when their needs and expectations are changing even as your development is underway
• How to ensure that the customer's experience of your brand is consistently excellent, as the type of devices used to access content increase year on year
• How you can be using customer data to shape new products and how you can bring the customer into product testing
• What role legal and compliance teams can play in product development to keep processes efficient

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As banking becomes more digitized, it can be difficult to prioritize the customer experience. Citi is setting itself apart by incorporating customer
feedback directly into refining existing services and launching new offerings across its global customer base. While innovation is traditionally thought of as the introduction of a new product or technology in the marketplace, it is crucial to continually improve existing offerings to make customer transactions as seamless and responsive as possible. Both kinds of innovation occur simultaneously. Rick Paster, Senior Vice President at Citi’s Global Consumer Marketing & Internet Office (GCMIO) will discuss Citi’s recent digital upgrades and launches, as well as how the bank innovates on foundational functionality.

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Digital, or more precisely the vast array of digital channels, is a fantastic environment for brand building. As both a sales and marketing channel, digital offers businesses the opportunity to meet the needs and expectations of customers throughout the buying cycle. Attend this session to hear how Ditech is using digital to build a strong brand and engage with customers in new ways.

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If banks fail to get to know their customers, other non-traditional competitors will come in and steal their market share. Google, Apple, Facebook etc. have tons of data on consumers and are learning more about them every day. And these newcomers also have no legacy systems holding them back like FI’s do.

If banks stand still, consumers will move their business to these companies because they will be able to deliver beautiful, tailored, personalized experiences that enrich consumers financial lives. The digital experience these new banking players will be able to provide will be based on what is relevant to that consumer, not the masses. It will be based on an era where mobile payments are the norm (not the exception) and cash/checks will be almost dead. Banks must move. During this session, panelists will discuss:

• What this all means for banks and other FIs
o Are banks being disintermediated?
o Are banks losing mindshare?
• Does this matter?
o If yes, to who?
• Can Banks maintain mindshare with their consumers?
o Can they even grow it?
o How??

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From retirement to online banking, financial services companies are delivering richer and more functional tools to customers every day, designed to help them achieve their financial goals while also driving towards organizational growth. However, customers are expecting world class, easy-to-use digital experiences across all their screen sizes and devices – a standard that many online financial experiences fail to meet. This session will look at the top digital customer experience issues, business needs, and customer needs, and lay out potential paths towards improving the overall online experience provided by financial services companies.

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The consumer technology we access from our pockets and our living rooms is much better than what we access from our offices to do our jobs. Learn how Wells Fargo reimagined digital business banking experiences for today’s evolving workforce to bridge this experience gap.

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Banking-as-a-platform is the next evolution in Digital Banking. Forward-looking banks are exposing open APIs and allowing developers and startups on-demand access to the bank's services. Learn how this evolution will unlock opportunities and speed innovation, as integration will be done in hours and new apps and services will sprout faster that you can schedule a meeting with your IT department.

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The aspiration of every financial services institution is to deliver superior cross-channel customer experiences to increase customer engagement, retention and more importantly drive sales and revenue from digital channels. Despite all of the significant challenges facing the financial services industry, retail banks, insurance companies and wealth management firms continue to evolve and harness the power of digital to achieve their goals.

This process of transformation and reinvention is a journey that involves more than just technology. Equally as critical are the people and processes needed in conjunction with any new digital technology and capabilities.

In this session you will hear about PNC Bank’s digital transformation journey and how they evolved from web analytics to customer intelligence.

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In what seems like an endless product life cycle where it takes years to bring innovative new technology to market in order to meet regulations and avoid risk, financial services companies are attempting to re-invent development processes. This panel will take a look at how FI’s are doing this by asking:

• What is the process from from time of ideation through to time of implementation?
• How are you collaborating with internal parties to streamline your development and testing?
• How can you make this process more efficient?
• Also, how can we keep product quality as good as it can possibly get while streamlining processes?

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Three rapid fire presentations from our cutting edge solution providers

#1 Effective Omni-Channel User Experience Starts with an Engaging Platform
Join Liferay as we discuss how to build a more engaging platform for your audience. We will address the components required of a user experience platform, as users are increasingly asking for a more seamless omni-channel experience. This session will blend industry research and practical examples to show you how wiring together multiple systems is much simpler than you think.

#2 Bluespire Marketing

#3 Your Marketing Technologies Cost You Millions In Lost ROI: Here’s What You Can Do About It!
Financial institutions invest millions each year in digital technologies. Thousands of vendors are selling different flavors of data management tools, web analytics, and social networking, just to name a few. And the stakes are high. Companies need to engage with consumers at each stage of the customer journey. And every company relies on its websites and apps to convert visitors into loyal fans. Yet, most of these investments end up being managed haphazardly. This creates significant and widespread risks. Without proper management, these technologies can actually cause security vulnerabilities, slow down your website performance, and even leak your website data to your competition!

During this interactive discussion, Ghostery, the pioneer in Marketing Cloud Management, will show digital marketing and technology executives how-to identify where and what is causing issues with your website. You will walk away with an action plan on how to use data to identify risks while optimizing the benefits of your digital technology investments.

Ghostery works with many leading banks and financial institutions to help clean up, speed up and lock down your websites and apps, advancing customer loyalty and delivering ROI.

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In this session, Zeba Hyder, Head of Digital Marketing, Global Consumer Lines at AIG, will share her experience on how to develop global consumer digital marketing strategies including social media presence, mobile, and other digital presence. Zeba’s focus is accelerating AIG’s worldwide growth of eCommerce and Digital Marketing in the Global Consumer P&C business by leveraging best practices & state-of-the-art tools and platforms. She works on further enabling mobile sites, improving the omni-channel customer experience and managing brand and UX with a strong focus on increasing top and bottom line growth. She will share insights on how to attend to local needs when working abroad, while meeting global standards.

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Gone are the days when your banker knew you by name and had a personal relationship with you. Now consumers interact almost everyday through online or mobile. But besides seeing a bunch of transactions most banks have very little real knowledge about consumers.

Attend this engaging keynote to hear how banks can create compelling customer experiences through things like live chat, virtual tellers, etc, while looking at big data to create personal targeted offers and using digital channels to create specific, actionable advice which consumers can apply to improve their financial lives.

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40 Minute Interactive Discussions Moderated By The Set Leader Below The Topic Title. Pick One!

#1 Bitcoin: Topic TBD
Alex Waters, CEO, Coin.co

#2 Customer Centricity in Insurance
Techniques for discovering who your end customers are and what digital experience they want from an insurance carrier.
Ryan Mattherly, Head of Digital, National Life

#3 PFM On Mobile: Creating A Quicker And More Responsive PFM Tool That Caters For Millenials & Can Be Used Real Time
Alex Jimenez, SVP and Director, Digital Channel Management, Rockland Trust

#4 How Do You Keep Innovating & Stay Up To Speed With Technology, Without The Resources For A Lab?
Christopher Johannessen, VP of eCommerce, SpringLeaf

#5 Digital Only Products: Leveraging Technology To Create New Aspects Of Service
Karen Kallet, Chief Digital Officer, SVP of Marketing, Bank of the Internet

#6 Open Innovation: Working with Customers, Start-Ups, Research Entities to Develop An Accelerated Pipeline
Dave Passavant, SVP, Banking Innovation Center Director, PNC

#7 Why You’re Innovation Efforts Get Stuck…and what to do about it
JP Nichols, Co-Founder, Bank Innovators Council

#8 How do you engage employees to accept, adopt and champion digital channels?
Elfreda Pitt Hetherington, Head, Applied Innovation, Technology & Operations, Royal Bank of Canada

#9 Latest Responsive Design Developments: Evaluating ROI & Impacts On Site Speed
Pankaj Parekh, Vice President, Wells Fargo Digital

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Join us for an evening of posh cocktails, sizzling bites and vintage vibes. The perfect opportunity to network with new friends, our Taste of South Beach reception will spark new conversations and some priceless good times.