Agenda

There are no agenda items with this track

9:00 am

9:00 am

NETWORKING

Enter Networking Lounge, Connect with Your Industry Colleagues

  • Get a jump on the day and make connections with industry leadership
  • Join “drop-in” roundtables on the most topical issues
  • Schedule 1-2-1 video meetings with peers
  • Gather essential content at virtual exhibit booths

10:00 am

10:00 am

Setting Today’s Plan from your Morning Host

Review the key highlights of this event to help in achieving success from today’s sessions.  Plan out your time strategically to achieve your most pressing needs.

10:05 am

10:05 am

SPECIAL KEYNOTE ADDRESS 2020 US ELECTION RESULTS

Political Disruption and the Pandemic Age: Opportunities and Implications for Financial Services Companies and their Customers & Clients

How do you make sense of the current political disruption and the impact on your business? Learn how fluctuating financial markets, shifting customer behaviours, and ongoing concerns with COVID-19 will impact your brand – and your clients & customers!
Take away key insights and learning to navigate the next 6 months including:
  • What is the outlook for Biden’s policy agenda, including tax, regulation, trade and foreign policy and impact on financial institutions?
  • How might US trade, security and foreign policy change under Biden?
  • What is the impact of trends being accelerated during the pandemic for your business for 2021?
  • What are the next set of emerging challenges for 2021 you need to consider now?
Have your questions answered in this live session! Take advantage of this timely input rom one of the world’s leading political analysts, with an exemplary financial services pedigree.
Take away key macro elements that are essential to formulating any winning marketing strategy going forward.

10:30 am

10:30 am

NDUSTRY EXPERT: MASTERING DIGITAL ROI

Rethink Your Customer Retention, Up-sell and Cross-Sell Strategies in a Post Pandemic World

There’s no denying that the COVID-19 pandemic has had a significant impact on customer communications. Customers are increasingly sensitive about the kinds of information they want to receive from their financial service provider, how it’s presented and the channels through which they receive it.  Start your new blueprint and learn:
·      Why brute force product promotions via advertising and blanket promotional emails miss the mark in times of stress and worry
·      How leading marketers in financial services can look for new alternatives
·      Key ways to shift your focus to ensure better customer retention through innovative digital servicing
Finding nuggets of gold in your digital 24/7 marketing opportunities 

10:45 am

10:45 am

KEYNOTE INTERVIEW: ORGANIZATIONAL LONG-TERM SURVIVAL

Harnessing Crisis as a Catalyst for Leadership, Digital Transformation & Cultural Growth

Coronavirus has disrupted the world as we knew it, financial institutions had to re-think how their products and services were built and delivered, and … importantly, how consumers were communicated to. This critical session will help you to react to more proactively and positively to drive opportunities for better outcomes digitally. A new blueprint to:
• Identify key product, service and process gaps: how can digital change everything
• Stronger leadership during crisis.  Keeping momentum and employee motivation
• Upgrading outdated infrastructure and legacy systems
• Moving out of your comfort zone ….
Grasp the opportunity of ‘the new normal’

11:15 am

11:15 am

INDUSTRY EXPERT CASE STUDY

How Nationwide Streamlined Compliance by Leveraging Uberflip To Build An Optimized Advisor Experience

In the FinServ world, the process of defining advisor experience, consistent design, website experience and most importantly, compliance, is a long and multi-touch journey.  With so many internal stakeholders, managing a go-to-market strategy can have its challenges. In this session, Allison Bauman, Program, Delivery & Measurement for Annuities Marketing at Nationwide will share how her team has refined their GTM process to manage the flow; from defining a problem or solution to the launch and measurement of their program.  Through-out the session, Allison will highlight areas that are improved by technology and how the right people at the right stage can take a somewhat complicated GTM strategy and streamline it to function to meet their goals! Join us to cut through the noise and gain practical tips on:
•      Building campaigns that build both excite and comply across all touchpoints
•      Taking a 360 look at the journey of decision-making and compliance for speed and efficiency
•      Building engagement and enabling complexities to be simplified
Implement winning strategies to realise technology and people working in synergy.
Uberflip (as you have etc and Allison)

11:45 am

11:45 am

Keep Your Digital CX Towards Fasttrack: Engagement Tips, Tricks and Quick Breakthroughs

Digital transformation has customer experience and engagement at its heart. Explore the unique challenges of the human problem for your digital organization. Gain insights to accelerate your own digital journey which lead to measurably better customer experience:
·         Good intent is not enough, the wish to transform needs to translate into systematic and practical action
·         Build better digital customer experiences that delight both employee AND customers
·         How do you maintain a consistent CX experience across media
Speeding your Digital wat to a frictionless customer experience 

12:15 pm

12:15 pm

KEYNOTE POWER PANEL: GLOBAL GAME CHANGERS: LESSONS FROM COVID-19

What it Means for Financial Services Overall and the Digitization of Banking

May we live in interesting times! Financial Services leaders are facing in some ways more disruption than other sectors as they have compliance, growth, the economy and customers to manage.  COVID-19 has had serious implications for the world, but will we see a continued, long-term financial crisis? What can the industry do to ensure smoother, better digital experiences? This vital and timely benchmarking panel will examine what we have learned so far, and how to build stronger B2C and B2B relationships and use this to harness greater trust for all. Hear how different FS are forging a new balance:
•      Lessons from other industries – taking inspiration for your digital future
•      Tracking the changing your internal and external customer journey to mitigate risk and understand key emerging trends across all channels
•      Fulfillment of the next phase of ‘customers under stress’ including social missions – underserved populations and supporting households and businesses with credit
•      Building trust in the era of mis/disinformation, counteracting fraud, and adjusting to the ‘new normal’
Being better prepared to forge a more streamlined digital experience at each touchpoint from B2C and B2B

1:00 pm

1:00 pm

NETWORKING

NETWORKING

Build Relationships, Network and Experience Unparalleled Peer-to-Peer Learning
Expand your network and engage in-depth learning with your peers. Take advantage of our variety of formats to further build your knowledge and networking base:
·      “Drop-in” virtual Roundtable chats (up to 15 fellow delegates)
·      Cozy 3-4 person discussions
·      Engage in 1:1 video conversation with peers or vendors
·      Vendor solution roundtables

1:20 pm

1:20 pm

Setting Today’s Plan from your Afternoon Host

1:25 pm

1:25 pm

CMO POWER PANEL: BUILDING HIGH IMPACT DIGITAL CONTENT MOMENTS

How Enhance Your Content Experiences to Increase Conversions

Today is radically different than the majority of marketing only 4 or 5 years ago. Hear how content, research, voice and tone, imagery, channels, and overall channel strategies can set your financial institution apart — but only if you’re willing to rethink some preconceived notions. Cut through the noise and gain practical tips on:
• Build brand campaigns that build better, closer connections
• Where does content sit in the design/UX process?
• What’s needed to do content right?
• How to measure, adapt and reuse content across media
Build optimum content strategies to drive CX

2:00 pm

2:00 pm

INDUSTRY EXPERT: ANALYZING MULTICHANNEL ANALYTICS

Digital Experiences in the Era of Local Lockdowns

At this point, we’re only too familiar with lockdowns, quarantines, curbside pickups, and other local symptoms of an extraordinary global event. Amid the confusion, a misconception has taken hold: marketers are misinterpreting the chaos as a pit—but chaos is, in fact, a ladder. COVID-19’s unprecedented disruption means there may never be better time for established brands to embrace digital transformation. With the right guidance, businesses can find themselves perfectly placed to not only redefine how they engage their audiences, but finally join the dots between online and offline.

2:30 pm

2:30 pm

FIRESIDE CHAT: CRISIS LEADERSHIP FOR A VIRTUAL WORKFORCE

Managing at Call Centres at the Frontline Of Covid-19

In times of crisis, uncertainty and complexity, financial services customers seek greater reassurance from the institution supporting them. And as the COVID-19 pandemic hit, one key channel emerged as critical as the huge volumes of customers reaching out to their call centre at a time when staff were being redeployed to work from home.  The challenges were many ranging from technology integration and security risks.  Find out how one bank emerged victorious and learnt how to engage with virtual call centre representatives:

  • Transitioning the call centre firstly to remote working, then build responsiveness to heightened demand
  • Excellerating digital change and new technology adoption
  • How to conduct yourself at a time of crisis to maintain stability across your workforce

Harnessing rapid transformation to create seamless, convenient and engaging customer journeys

3:00 pm

3:00 pm

INDUSTRY EXPERT:

DEPLOY MARKETING SPEND TO TRANSFORM THE CUSTOMER RELATIONSHIP

Now more than ever, financial marketers are challenged to build strong bonds between their brands and consumers amidst persistent industry trends of virtualization and personalization – only exacerbated by the COVID-19 pandemic. Learn how marketers can optimize their advertising media and creative to strengthen brand equity and drive conversion. Gain critical insights into:
•      How to build a holistic, compelling customer experience across channels and creatives
•      Balancing brand-building with conversion across your advertising portfolio
•      Changes in media consumption during COVID-19 and how marketers should adapt
Transform the customer relationship via advertising

3:30 pm

3:30 pm

FIRESIDE CHAT: DIGITAL AND SOCIAL TRANSFORMATION

Using Social Media to Build Brand Recognition in the most Cost-effective Way

Whether it’s through social media, a website, or other means, subtle digital marketing tactics can make a significant difference in your organization’s marketability and profitability. We all understand that good traffic is needed for a more profitable return on investment, but how to you attract and enhance their social journey. Find out how to:
•      Find out why your campaigns aren’t attracting people who are simply surfing the web
•      What’s needed to do social selling that can connect & convert
•       How to measure, adapt and reuse content and social media across different channels
Harness best ROI in your social media strategies 

4:00 pm

4:00 pm

INDUSTRY EXPERT: DIGITAL MOMENTS

How to Enhance Your Digital Customer Experiences to Increase Growth

Customers have varying needs and preferences and marketers need to be agile in their approach to reaching them with exceptional experiences across all digital touchpoints. It is critical to have a holistic view of cross-channel data in order to track all marketing activities and gain access to accurate, real-time analytics to increase impact across campaigns. Find out how Hughes Federal Credit Union is driving ROI across their marketing programs. Gain insights on:
•    The changing face of digital and what is next for marketer
•    How to gain efficiency across analytics reporting
•    How to optimize campaigns to grow a loyal customer base Building an integrated, robust digital experience

4:30 pm

4:30 pm

Key Take-Aways and Summary of Day One from your Host

Hear the key take-aways from today’s sessions. Source a summary of action points for you to implement. Learn about the key highlights and content for tomorrow.

4:40 pm

4:40 pm

NETWORKING

Networking Extravaganza and Virtual Happy Hour

Meet informally with fellow delegates in “Drop-in” virtual roundtable chats.

  • Engage in 1:1 video conversation with peers or vendors.
  • Connect with fellow delegates as “recommend matches” based on similar interests and business objectives.

5:30 pm

5:30 pm

Conference Day 1 Ends

Get the latest news