Day 2: Omni-Channel Day One

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CDO's have to step up and lead a change across all areas of the bank - products, marketing, channels, data, sales personal, etc., considering the changing nature of how customers are interacting with financial institutions. This must attend keynote will investigate how Jeff Dennes and BBVA Compass is turning this into a reality.

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How Are Companies Prioritizing Their Time On 3-5Year Investments vs.1 Year Investments vs. Foundational Core, Immediate Activities?

In the past new technology releases were done annually. Now they need to be done quarterly or semi annually due to significant changes for customer demand. Furthermore, there is huge regulatory and financial pressures. Therefore, how do you keep up with demand, while being restricted in terms of resources? How do you create more with less? During this session, panelists will share:

- What are best practices to manage release cycles?
- What technologies are more front of mind/immediate? What projects are on the back-burner but still of importance?
- Are you bringing the customer into the planning process for new products?
- What should you pull from the branch and take to digital outlets?
- What is the role of innovation labs and how can they help you focus on bigger ticket items two or three years down the road?
- What teams are involved in putting together your roadmap/who sees it and uses it once it is completed?

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According to Federal Reserve government, about 51 percent of smart phone owners have used mobile banking in the past 12 months, up from 28 percent a year earlier. Smartphones are changing the way people shop and make financial decisions. For the mobile banking users, they will be looking for the next level of interaction to make it even easier for them to shop or bank. What are some considerations for businesses to attract these digital users and increase loyalty, and how do they increase adoption of the technology with their non-mobile banking users? .

Takeaways:
• What would be the next level of mobile banking?
• Why do some users do not adopt mobile banking?
• What are some best practices to consider on privacy and security issues?

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Formerly the Senior Vice President of Global eCommerce at Wyndham Hotel Group, Gareth Gaston has brought a fresh outside industry perspective to his role at US Bank. While at Wyndham, Gareth:

-Recruited his entire team and made them operational in record time
-Delivered a multi-million dollar web platform, along with mobile sites and apps
-And delivered an innovative social media platform for ratings and reviews through industry leading partnership with TripAdvisor and Revinate

With this background, he joined US Bank in 2014 and during this session, will be discussing how he is applying his lessons learned in hospitality eCommerce to financial services.

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It is no secret that banking today is at a significant crossroads. As consumer preferences have shifted, financial institutions have found themselves increasingly challenged to respond to their customer's digital needs. In response customers have begun to look elsewhere for needs that were traditionally met by their Bank or Credit Union.

In this presentation, we share best practices in implementing the omni-channel bank of tomorrow. With a strong focus on digital and mobile banking, the omni-channel customer journey and how to improve customer loyalty and retention when working in the new era of engagement banking. We will offer clear guidelines in delivering a new digital banking customer experience that puts your bank on the level of Amazon, Facebook and Apple: exactly what the modern day banking customer expects from financial institutions.

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With The Decline In Branch Footfall, How Do You Make Up For Lost Revenue Opportunities?

Traditional financial services value propositions are based on security and managing people’s money effectively. But with digital channels creating a rapid change, consumer expectations about how they interact with banking and financial institutions have completely shifted. Banks have to create new value for consumers - especially through mobile - if they want to retain existing customers and build market share. Financial institutions also have to figure out how to monetize this new landscape if they want to be sustainable entities in the future.

Attend this panel to hear a bit about how digital executives are tackling some of the following items:

• Service to Sales – phone, chat, social
• Greater targeting to drive conversion
• Channel experiences providing leads to other channels
• Channel specific offers and incentives
• Multi-channel content strategy advancing customer journeys

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Customers are constantly searching for businesses and their locations online. And with the rise of mobile, they are looking for that info on an increasing number of sites and apps, and expecting updates in real-time. For a financial services business, it is essential to manage how your physical locations appear online so customers ultimately choose them offline.

When Santander expanded in the US, they leveraged digital presence management to increase brand visibility, customers experience and acquisition.

In this session you will learn:
• What digital presence management is
• Why DPM is something you can't afford to ignore
• Best practices from Santander around digital presence management for financial service businesses

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#1 Strands Loop - The future of PFM
- Strands Loop is a combination of PFM, BFM and CLO providing true value to digital banking customers
- Technology allows banks to partner with SME customers to help them boost sales and target the right products to their credit card customers using Machine Learning
- Strands helps banks innovate faster and go to market with technology customers love generating revenue through digital channels.

Cesar Jimenez Richardson, Manager for Strands Business Unit in the Americas, Strands
Leandro Gimeno, Business Development Manager- Latin America, Strands

#2 D3 Banking DEMO
Michael Carter, CMO, D3Banking

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Attend this session to learn:
-What data FI’s are looking at and how are they using it to predict customer behavior?
-How do they enable data to do appropriate marketing while being respectful of privacy?
-What can financial services learn from friends in eCommerce about this?
-Given current banking regulation, what can FI’s do to deliver better marketing messages?

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

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

#1 Blurring Online & Offline: Local Digital Presence Management
Brent Buntin, VP Enterprise Sales, Yext

#2 Security, Trust and Privacy Considerations with Technology and Behavioral Trends e.g. mobile, social media, IoT in Financial Industry
Lee-Lin Thye, Senior Product Marketing Manager, Symantec

#3 Utilizing Machine Learning And Market Intelligence For Greater ROI On Your Paid Search & Display Advertising
Avi Patel, CMO, Fulton Financial Corporation

#4 How Do Banks Who Don’t Have Millions Of Dollars, Create The Best User Experience Beyond The Website And Even Down To The User Experience?
Jay Tkachuk, Vice President, Online Services, Security Service Federal Credit Union

#5 Future of Branch Banking
Kristen Cronyn, Assistant Vice President, Emerging Channels, M&T Bank

#6 Build vs. Buy: Creating An Environment That Allows You To Be More Flexible, Test Things At A Much Easier Rate And Lower Cost
How Do You Build A Technology Ready, Responsive, Nimble Environment?
Scott Finder, SVP Digital Channels, First Republic Bank

#7 Improving The Effectiveness And Efficiency Of Your Marketing Investment By Linking Traditional Channels With Digital
Ben McLeod, SVP, Traditional, Digital, Social, & Content Marketing, Regions Bank

#8 Topic TBD
Amyn Tajani, Head of Retail and Commercial Digital Banking, and ATM Technologies, Synovus

#9 Omni-Channel Sprints: Connecting Mobile With Your Other Channels Outside Of Just Transactions

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After another full day of sessions, join us for the perfect poolside hang-out. With cigar rolling, some Buena Vista Social Club tunes and an endless supply of refreshing cocktails, this will be an evening you won't soon forget.