Agenda - Day 2

There are no agenda items with this track

10:00 am

Setting Today’s Plan from your 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.

LeAnita Ragland-Brooks

Moderator
Regional Vice President

U.S. Bank

10:05 am

FIRESIDE CHAT

DRIVING DIGITAL CHANGE & GROWTH ACROSS THE BUSINESS – LESSONS FROM ACROSS THE WORLD

It has been a turbulent start to the new decade but now we have COVID-19! Not only has it meant a complete stand still for most services, but also a wave of new ways of working and new challenges to be dealt with. In this global senior panel discussion you will get a chance to hear from leaders across the FS sector on how to ensure your workforce can keep delivering service excellence despite disruption and changing business priorities. Fresh ideas to:

· Changing the mind-set across you c-suite, management and frontline teams to keep customer centricity as the primary focus within daily operations

· How to stop digital being seen as a threat! How to engage with the change you need

· More resilient and agile transformation strategies

Global tips: Evolving your innovation strategy in the face of disruption

LeAnita Ragland-Brooks

Moderator
Regional Vice President

U.S. Bank

Moderator

Koley Corte

Senior Vice President and Global Head of Business ...

AllianceBernstein

10:30 am

INDUSTRY 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

Patrick Kehoe

Executive Vice President, Product Management

Messagepoint

11:00 am

PANEL DISCUSSION: INNOVATIVE DIGITAL PRODUCT DEVELOPMENTS

Harnessing Digital Disruption Across Team, Product and Marketing Levels

We are at the cutting edge of new disruptive trends and now is the time to plan future scenarios for fresh innovative product development and distribution. Explore a new world order where we can harness data and customer experience feedback to find innovative views on how FS products are going to look like in the next decade. The way forward: 10 top ideas to boost innovation after the crisis:
• Using data and transparency in a more customer-centric digital world
• What critical steps should you take now to improve the digital customer journey
• Internal culture changes: looking at the customer journey across the whole business
• What are the drivers of digital literacy and skillsets required to support disruptive innovation
Develop your always on 24/7 digital product of the future!

Jennifer Borchardt

Vice President, Omnichannel Experience & Strategy,...

U.S. Bank

Jon Ewing

Chief Marketing Officer

Fitch

Jennifer Granston

Chief Customer Officer

Zignal Labs

11:30 am

INDUSTRY EXPERT MOBILE MOMENTS:

Embracing Data-Driven Financial Marketing that Is Industry-Compliant

Data is more than a set of numbers. Data-driven marketingillustrates how your customers view your products and offerings, your brand’s messages and whether or not you are reaching the right customer or engaging with them on the right platform. Take a deep dive into data:

· How to fully embrace data-driven marketing to precisely target customers who matter

· Developing personalized messages that reach your customers at the most relevant moments through Connected TV, display ads and more.

· Discover how data-driven marketing can enhance your business strategy while remaining ethical and compliant to all industry standards

Building an integrated, robust data-driven customer experience

Tim Whitley

CEO & CIO

MHP/Team SI

12:00 pm

FIRESIDE CHAT

Digital & Mobile Paths to a Frictionless Customer Experience

Customers today are influenced by brands that are most relevant, convenient and immediate in the delivery of everything from products to customer service. To compete, FS professionals now have the opportunity to create individualized customer experiences while removing friction on all platforms from mobile to home to office. Let’s discuss how to developing websites, content and design must change to fit in a world where no two customers have the same preferences and expectations.

Mobile first design: Grasp new possibilities for more innovative website and m-commerce capabilities
Learn how to comply with customer privacy regulations and compliance in Financial Services
Build better contextual content/experiences that delight individual customers in all ‘moments’
Be prepared for what’s next in content, product development and IoT and 5G environments

Vickie Sherman

Senior Vice President, Director of Integrated Mark...

Mechanics Bank

Nasser Sahlool

Vice President, Client Strategy

DAC GROUP

12:30 pm

BEHAVIOURAL ECONOMICS FOCUS

Driving digital results through behavioral economic principles

In marketing, especially digital marketing, where you have fractions of seconds to influence a customer action, you’ve got to know how to tap into the human decision making process at a deeper level. During this session we’ll challenge your perceptions about what it means to be customer centric and we’ll show you how a basic knowledge of behavioral economics can help your digital experience stand out from the crowd.
Source insights on how to:
• The changing face of financial services customers and what is next for marketers
• Building experiences which tap into behavioural economics
• How to customise your digital experiences
Building an integrated, robust digital experience

Aaron Tellier

Practice Lead, Insurance & Wealth Management

Merkle

1:00 pm

Setting Today’s Plan from your Host

LeAnita Ragland-Brooks

Moderator
Regional Vice President

U.S. Bank

1:05 pm

EMPLOYEE ENGAGEMENT CASE STUDY: DRIVING INTERNAL DIGITAL CULTURE CHANGE:

Links between Digital Customer Experience and Employee Experience to Improve Employee Satisfaction and your Bottom Line

Rethinking the employee experience amongst the huge change and challenges ahead. From remote working to improving how we work can all support more effective digital marketing. Drive your company’s digital and customer improvement to the next level with tips from one of Canada’s top 100 employers. Take away a blueprint to leverage success:

· Harnessing positive results these by blending digital transformation with employee engagement and experience

· Using digital journey-mapping that will help you create an digital experiences

· How both types of programs can improve internal communication and co-operation

Improve your bottom line by understanding the links between digital experience and employee experience

Kim Cho

Associate Vice President, Client & Colleague Exper...

TD Bank Financial Group

Tim Rhodes

Senior Manager, Colleague Engagement Programs and ...

TD Insurance

1:30 pm

INDUSTRY EXPERT: DATA UNIFICATION & ORCHESTRATION

Context Gaps: The Saboteur of Digital Personalization at Scale

Customer context is the intersection of a customer’s preferences, actions, and circumstances with the brand’s offerings and growth objectives for that customer. If you find yourself wishing your channel strategies were more coordinated, if your product recommendations just aren’t landing, or if everything feels too hard and unnecessarily complicated, context gaps are the likely culprit.

• Why customer relationships are more important than ever in the finance vertical

• Your untapped sources of customer context, and why you aren’t able to use them all

• Filling the gaps and creating a system for delivering relevant, timely messaging for every customer

Building stronger customer relationships through data-driven experiences

Joshua Neckes

President & Co-Founder

Simon Data

2:00 pm

INTERACTIVE CASE STUDY: BUILDING A BETTER DIGITAL TEAMS FROM SCRATCH

Lessons from Setting up a Cross-Business Digital Marketing Department

Organisational transformation around best practice digital marketing is the start of something new and exciting. Adopt positive team approaches to ensure a more connected digital organization. Gain insights to:

• How do digital, data and social connect internally

• Improve internal alignment to compete better together

• Harness innovative team empowerment

Make your digital initiatives a reality by building a customer first organizational culture.

Kelly Chambers

Chief Marketing and Technology Officer

Heritage Credit

2:30 pm

COVID-19 CHANGE CASE STUDY

Examining the Impetus That COVID-19 Has Created for Digital Growth, Enhanced Experiences and Reduced Operational Costs

The need to move to a more digital banking model has been planned or played with for almost a decade, but COVID-19 has made the need for digital growth strategies, improved digital experiences and reduced operational costs more important than ever. Financial institutions of all sizes must reassess their existing business models, core systems structure, distribution networks, commitment to innovation and product assortment for a marketplace with more demanding customers, more agile competition and shareholders who are looking for greater efficiencies. With this health crisis, customers are more willing, more accepting and more welcoming than ever before to a digital channel, digital platform and digital service. This presents the right opportunity for financial services firms to aggressively drive digital growth strategies. This session will enable delegates to develop an effective structure for, by focusing on the following five digital growth strategies:

• Leverage relevant ecosystems beyond the traditional core

• Develop a financial supermarket

• Capitalize on growth opportunities shaped by customer journey

• Monetize customer interaction, engagement and data responsibly

• Evolve into a product, service or infrastructure/platform manufacturing factory

Navigating COVID-19 impact, galvanize the shift to bolder thinking& create sustainable growth digitally

Sayeed Sanaullah

First Vice President, Corporate Strategy & Strateg...

Wells Fargo

3:00 pm

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

Hear the key solutions and take-aways from today’s sessions. Source a summary of actions points for you to implement

3:15 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.

3:45 pm

Agenda - Day 2

Setting Today’s Plan from your Host

FIRESIDE CHAT

DRIVING DIGITAL CHANGE & GROWTH ACROSS THE BUSINESS – LESSONS FROM ACROSS THE WORLD

INDUSTRY EXPERT: MASTERING DIGITAL ROI

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

PANEL DISCUSSION: INNOVATIVE DIGITAL PRODUCT DEVELOPMENTS

Harnessing Digital Disruption Across Team, Product and Marketing Levels

INDUSTRY EXPERT MOBILE MOMENTS:

Embracing Data-Driven Financial Marketing that Is Industry-Compliant

FIRESIDE CHAT

Digital & Mobile Paths to a Frictionless Customer Experience

BEHAVIOURAL ECONOMICS FOCUS

Driving digital results through behavioral economic principles

Setting Today’s Plan from your Host

EMPLOYEE ENGAGEMENT CASE STUDY: DRIVING INTERNAL DIGITAL CULTURE CHANGE:

Links between Digital Customer Experience and Employee Experience to Improve Employee Satisfaction and your Bottom Line

INDUSTRY EXPERT: DATA UNIFICATION & ORCHESTRATION

Context Gaps: The Saboteur of Digital Personalization at Scale

INTERACTIVE CASE STUDY: BUILDING A BETTER DIGITAL TEAMS FROM SCRATCH

Lessons from Setting up a Cross-Business Digital Marketing Department

COVID-19 CHANGE CASE STUDY

Examining the Impetus That COVID-19 Has Created for Digital Growth, Enhanced Experiences and Reduced Operational Costs

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

Networking Extravaganza and Virtual Happy Hour!

Conference ENDS

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