October 09 - 10, 2018
The Ritz-Carlton Orlando, Grande Lakes, Orlando, FL

CX Exchange for BFSI Day 2

7:20 am - 8:10 am Registration and Networking Breakfast

8:10 am - 8:15 am Chairperson's Opening Address

Donna Peeples - Chief Customer Officer Pypestream
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Donna Peeples

Chief Customer Officer
Pypestream

Just over a year ago, the automation journey began and it has truly been a win-win for both the bank and its customers. Within that time, they have decreased transaction turnaround time, implemented underwriting enhancements for customer loans, and improved the customer experience, all while improving regulatory controls and lowering risk. Now, enterprise RPA is looked at as a go-to solution and with some 60 processes deployed and another 50 on the way, it’s all about scalability, speed, and enhancing controls.

Tom will share three strategies Citizens Bank use when they approach automation – customer experience, risk, and financial. Key is to ensure customer experience is considered when automating but obviously the other two are just as important. How do you balance the three?  How do you apply the current tools you have to connect them together and improve processes?


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Tom Dixon

Senior Vice President Consumer Continuous Improvement, Process Automation & AI
Citizens Bank

Building an Authentic, Customer-First Brand Through Employee Engagement, Key Metrics and Cultural Transformation

8:50 am - 9:20 am Health Insurer Perspective: Humana's Journey to CX Excellence

Erik Eaker - Director of Experience Strategy and Transformation Humana
• Transforming the patient experience with digital innovation
• Driving actionable insights from algorithmic data to create a competitive advantage
• Fostering a customer-centric culture across the business to drive employee commitment
• Gathering employee feedback to drive forwards and innovate patient experience
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Erik Eaker

Director of Experience Strategy and Transformation
Humana

9:20 am - 9:50 am Connected conversations: provide customers with a seamless experience using an omni-channel approach

Oliver Nono - Head of Customer Success Executives Zendesk
·         Developing an integrated interface to align dialogue regardless of channel
·         Improve efficiency and productivity through self-service, live chat and messaging
·         Simplify and personalize each engagement with the customer
·         Manage and monitor interactions through a single dashboard    


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Oliver Nono

Head of Customer Success Executives
Zendesk

9:55 am - 10:25 am One-to-One Business Meetings

10:30 am - 11:00 am One-to-One Business Meetings

10:30 am - 11:00 am Delivering Remarkable Customer Experiences with Conversational AI



Leveraging Real-Time Analytics and Data to Gain a 360 View of the Customer for a More Personalized and Simplified Experience

11:05 am - 11:35 am Disruption, Digital and Devices. What Do Customers Really Want From You?

Michael Marx - VP Market Intelligence Visa
• Understanding your future customer: Generation Z
• Why consumers are the disrupters
• Bringing the human touch to technology driven service
• How to get personalization right through proactive individualized marketing and communication
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Michael Marx

VP Market Intelligence
Visa

11:35 am - 12:05 pm Leveraging B2B Insights and How to Utilize Them to Drive CX

Sachin Tandon - Executive Director Customer Experience JPMorgan Chase
• Effectively transforming your data into actionable insights
• Predictive analytics tools to drive the customer journey and enhance client experience
• Advancing segmentation to identify differing business personas and buyer behavior
• Leveraging text, social and mobile analytics to yield client insights which can inform new products and brands
• Moving from a reactive to a proactive client experience
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Sachin Tandon

Executive Director Customer Experience
JPMorgan Chase

• Learn how Ally Financial partnered with Stratifyd to gain competitive intelligence
• Understand how omni-channel feedback can help your business increase customer acquisition and retention
• Monitor and analyze customer interactions to provide real-time evaluation and personalize the experience
• Identify and prioritize customer pain points to smooth the end-to-end customer journey


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Gene Kropfelder

Director of Channel and Enterprise Analytics
Ally Financial

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Brad Fleeman

Chief Revenue Officer
Stratifyd

12:40 pm - 1:10 pm One-to-One Business Meetings

1:10 pm - 2:00 pm Interactive Networking Lunch

2:00 pm - 2:30 pm One-to-One Business Meetings

1:10 pm - 2:00 pm Successfully leveraging NPS to improve satisfaction and the bottom line

2:00 pm - 2:30 pm Re-engineering the digital marketing ecosystem to personalize the banking experience

Abbas Merchant - Group VP Marketing Segments and Service M&T Bank
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Abbas Merchant

Group VP Marketing Segments and Service
M&T Bank

2:05 pm - 2:35 pm One-to-One Business Meetings

2:40 pm - 3:10 pm Using Data to Understand Your CX

Steve Adams - SVP, Head of Customer Experience Analytics TD Bank
• Learning to approach CX with a proactive mindset
• Leveraging your consumer data and insights to drive CX strategies and deliver actionable findings
• Using data to understand different ages and generations of customer to personalize the experience
• Improve the inter-departmental relationship to ensure customers are at the heart of every strategy and business case
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Steve Adams

SVP, Head of Customer Experience Analytics
TD Bank

In this fun interactive session we will be asking you to brainstorm a new solution that would help you improve your customer experience. Working in teams you will be challenged to conceptualize, discuss and create a brand new solution that would fix your CX challenges.

Teams will present their ideas to a panel of industry expert judges, who will vote on the best idea!
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Donna Peeples

Chief Customer Officer
Pypestream

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Joe Whitchurch

Head of Customer Experience and Innovation
Capital One

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Mark McMahill

Senior Director, User Experience and Digital Technology
AXA US

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Chad Felton

Director of Client Engagement
Solstice

Group 7

3:45 pm - 4:30 pm Innovate Your CX to promote Satisfaction, Growth and Profit

Joe Whitchurch - Head of Customer Experience and Innovation Capital One
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Joe Whitchurch

Head of Customer Experience and Innovation
Capital One

3:45 pm - 4:30 pm How to Use Customer Journey Analytics to Dig Deeper into Customer Behaviors

Sean Albertson - Managing Director, Client Loyalty Charles Schwab
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Sean Albertson

Managing Director, Client Loyalty
Charles Schwab

3:45 pm - 4:30 pm Cutting-Edge Call Center Customer Care

Abel Rhyne - Director Service Operations, Client Services Wolters Kluwer
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Abel Rhyne

Director Service Operations, Client Services
Wolters Kluwer

3:45 pm - 4:30 pm Driving Change for Commercial Clients Through VoC and VoE

Era Ziroe - SVP, Client Success Effectiveness, Enterprise Commercial Payments KeyBank
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Era Ziroe

SVP, Client Success Effectiveness, Enterprise Commercial Payments
KeyBank

3:45 pm - 4:30 pm Leveraging Contact Center Metrics to Drive CX

Carolyn Pullen - SVP, Customer Solutions Center OneMain Financial
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Carolyn Pullen

SVP, Customer Solutions Center
OneMain Financial

3:45 pm - 4:30 pm Traditional and Digital Channels: How to Build a Digital Customer Service Programme

Mouyyad Abdulhadi - Director Consumer Practices, Digital Santander Consumer USA
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Mouyyad Abdulhadi

Director Consumer Practices, Digital
Santander Consumer USA

4:30 pm - 4:40 pm Q&A Roundup, Chairperson's Closing Remarks and End of the Exchange

Donna Peeples - Chief Customer Officer Pypestream
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Donna Peeples

Chief Customer Officer
Pypestream