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Informa
8:15am - 9:00am 45 mins
Registration, Breakfast & Networking
9:00am - 9:05am 5 mins
CUSTOMER EXPERIENCE SUMMIT
Opening Remarks From The Chair
  • Steven Ramirez - CEO, Beyond the Arc
9:00am - 9:05am 5 mins
AI SUMMIT
Opening Remarks From The Chair
  • Ron Shevlin - Head of Research, Cornerstone Advisors
9:05am - 9:30am 25 mins
CUSTOMER EXPERIENCE SUMMIT
Keynote Address: The Evolution of Innovation: Build, Buy Or Partner?
  • Rilla Delorier - Executive Vice President & Chief Strategy Officer, Umpqua Bank
9:05am - 9:30am 25 mins
AI SUMMIT
Keynote Address: How Artificial Intelligence Will Transform The Financial Services Industry
  • Dave Birch - Global Ambassador, Consult Hyperion
9:30am - 9:50am 20 mins
CUSTOMER EXPERIENCE SUMMIT
Analyst Insight: Return On CX – 80% Of The Potential ROI Is Left Untapped…
  • Paul Berg - Senior Managing Consultant, Gallup
9:30am - 9:50am 20 mins
AI SUMMIT
Special Address From An AI Pioneer: Making AI Walk The Talk
  • Jason Mars - Co-Founder & CEO, Clinc
9:50am - 10:30am 40 mins
CUSTOMER EXPERIENCE SUMMIT
Strategy Roundtable: How Can Financial Institutions Transform Customer Experience Through Deep Customer Insights? Why Powerful Data Analytics Will Be Critical For Success
  • Carl Fudge - Portfolio Director, IDEO
  • Emil Matsakh - Chief Analytics Officer (Former), Commonwealth Bank of Australia
  • Kim Prado - Global Head of Client Insight, Banking & Digital Channels Technology, RBC Capital Markets
  • Rachel Kobetz - Head of Experience Design, Bank of America
  • Larry Lubin - Chairman & President, BlueRush
  • Moderator Talie Baker - Senior Analyst, Retail Banking & Payments Practice, Aite Group
9:50am - 10:30am 40 mins
AI SUMMIT
Strategy Roundtable: Transforming Legacy Businesses With AI – Machine Learning Is King Now But Image; Voice & Natural Language Processing Are Coming Up Fast. What Are The Internal Challenges? The Ethical Challenges? And The Business Opportunities?
  • Mary Jane Ajodah - VP, Chief Digital Office - Strategy & Delivery, BNY Mellon
  • Sanjeev Khati - Head of Business Development, Banking & Financial Services USA, Tata Consultancy Services
  • Anindya Sengupta - Vice President, Strategic Initiatives, Prudential Financial Inc.
  • Tom Tiefenworth - Assistant Vice President, Chief Technologist Compliance Analytics, Legg Mason
  • Moderator Conan French - Senior Advisor for Innovation and Fintech, Institute of International Finance (IIF)
10:30am - 11:00am 30 mins
CUSTOMER EXPERIENCE SUMMIT
Intermission, Refreshments & Networking
10:30am - 11:00am 30 mins
AI SUMMIT
Intermission, Refreshments & Networking
11:00am - 11:25am 25 mins
CUSTOMER EXPERIENCE SUMMIT
Fireside Chat With A FinTech Founder: How To Innovate On Behalf Of The Customer & To Build A Business Around Their Needs To Drive Loyalty & Sustained Growth
  • Robyn Burkinshaw - CEO & Founder, BlytzPay
  • Moderator Philippa Ushio - Senior Vice President, Prosek Partners
11:00am - 11:25am 25 mins
AI SUMMIT
Keynote Address: Natural Language Use Cases at Uber
  • Franziska Bell - Director, Data Science, Data Science Platform, Uber
11:25am - 11:45am 20 mins
CUSTOMER EXPERIENCE SUMMIT
Customer Experience Promise vs. Reality: Getting To Measurable Impact
  • Sam Kilmer - Senior Director, Cornerstone Advisers
11:25am - 11:45am 20 mins
AI SUMMIT
Fireside Chat: AI For Fraud Detection & Risk Management
  • Elizabeth Vogelsang - Director of Risk Management, Chime
  • Interviewer Kedar Samant - Senior Director, Simility Risk Platform
11:45am - 12:25pm 40 mins
CUSTOMER EXPERIENCE SUMMIT
Leaders Debate: How To Align Your Whole Organisation To A Common Customer Purpose & To Harness Future Tech To Redraw The Customer Experience Landscape
  • Vivek Bedi - Vice President of Digital Product, Northwestern Mutual
  • Andrew Stevens - Global Banking Specialist, Quadient
  • Olivier Guillaumond - Global Head of Fintechs, ING
  • Moderator Steven Ramirez - CEO, Beyond the Arc
11:45am - 12:25pm 40 mins
AI SUMMIT
Strategy Roundtable: Let’s Chat About Chatbots
  • Sandi Boga - Director, Customer Experience (CIAM), ATB Financial
  • Sumit Sarkar - Head, Customer Experience & Strategy, Personal Banking, BMO
  • Emmett Higdon - Director, Digital Banking, Javelin Strategy & Research
  • Moderator Katia Lang - Co-Founder & CEO, The Fintech Times
12:25pm - 1:25pm 60 mins
CUSTOMER EXPERIENCE SUMMIT
Lunch & Networking Break
12:25pm - 1:25pm 60 mins
AI SUMMIT
Lunch & Networking Break
1:25pm - 1:45pm 20 mins
CUSTOMER EXPERIENCE SUMMIT
Fireside Chat: Creating A Seamless Digital Customer Experience
  • Michael Lewis - Chief Technology Officer, Global Consumer Technology, Citi
  • Moderator Sam Kilmer - Senior Director, Cornerstone Advisers
1:25pm - 1:45pm 20 mins
AI SUMMIT
Innovator Insight: An AI Powered Future For Marketing
  • Barry Kirk - VP, Strategy, Maritz Loyalty
1:45pm - 2:30pm 45 mins
CUSTOMER EXPERIENCE SUMMIT
Insights From Innovators: How We Are Creating A Seamless Customer Experience
  • Jason Osterhage - Senior Vice President, Lending, Alliant Credit Union
  • Jeff Berezny - Head of Global Product and Marketing, Trov
  • Danny Morrow - Co-Founder & CTO, Extend
  • Tim Hong - Chief Product Officer, MoneyLion
  • Mary Hooper - Director of Digital and Innovation Strategies, Synovus
  • Moderator Steven Ramirez - CEO, Beyond the Arc
1:45pm - 2:05pm 20 mins
AI SUMMIT
Keynote Address: Harnessing AI To Centralize Data And Exceed Your Business Goals
  • Juan Cruz Garzon - Co-Founder & COO, Fligoo
  • David Galvan - VP Digital Partnerships, Mastercard
2:05pm - 2:45pm 40 mins
AI SUMMIT
Debate: Data – Oxygen For AI. How Data Management & Data Governance Can Make Or Break Your AI Journey
  • Mike Brusov - Founder & CEO, Cindicator
  • Eric Byunn - Founder & Partner, Centana Growth Partners
  • Hari Ramamurthy - CTO & Technical Architect, Kuflink
  • Joost van der Burgt - Senior Policy Adviser on Fintech, De Nederlandsche Bank
  • Moderator Daniel Drummer - Global Lead Data Analytics, J.P. Morgan
2:30pm - 2:45pm 15 mins
CUSTOMER EXPERIENCE SUMMIT
Case Study: Harnessing Disruptive Technologies To Maximise Customer Experience & Loyalty
  • Jordanne Pavao - Lead Product Manager, Flybits
2:45pm - 3:05pm 20 mins
CUSTOMER EXPERIENCE SUMMIT
Case Study: How Data Driven Personalized Video Experiences Creates Customer Engagement And Motivates Action


  • You’ve heard a lot about how personalized video is creating success for brands as this is the communication medium that customers demand and expect. So how does personalized video fit into your customer experience strategy? 
    • You want to deliver on your brand promise to create an amazing experience that delights customers and encourages loyalty (this is every brand’s promise)
    • However, how do you do that when it is difficult to engage customers and capture their limited attention span?
    • Brands want to leverage data to create a more impactful message and a personalized customer experience
    • Video is an engaging medium, and data-driven personalization adds that extra boost to delight customers and deliver an amazing experience
    • Personalized videos educate and motivate customer action and create a customer experience that delivers on brand promise, creates a personal connection with the customer, and matches the customer to the most appropriate product
  • Now that you know a bit more about how personalized video creates a delightful customer experience, how can you go about selecting a solution that’s right for your business? 
  • Larry Lubin - Chairman & President, BlueRush
2:45pm - 3:00pm 15 mins
AI SUMMIT
Case Study: Using AI To Transform Customer Experience
  • Dan Michaeli - CEO & Co-Founder, Glia
3:00pm - 3:15pm 15 mins
AI SUMMIT
Case Study: Harnessing AI To Revolutionise The Insurance Industry
  • Sean Harper - Co-Founder & CEO, Kin Insurance
3:05pm - 3:25pm 20 mins
CUSTOMER EXPERIENCE SUMMIT
Case Study: Delivering Outstanding Customer Experience To The Financially Underserved
  • Jason Wilk - Co-Founder & CEO, Dave
3:15pm - 3:30pm 15 mins
AI SUMMIT
Case Study: Using AI To Make Better Credit Decisions
  • Yun Zheng - VP II, Global Risk Analytics, HSBC USA
3:25pm - 4:10pm 45 mins
CUSTOMER EXPERIENCE SUMMIT
Closing Debate: Fintechs And Financial Institutions On The Journey Towards A Productive Partnership In CX
  • Moderator Sam Kilmer - Senior Director, Cornerstone Advisers
  • Susan French - Head of Product, BBVA Open Platform
  • Mike Sigal - Partner, 500 Startups
  • Lara Druyan - Managing Director, Head of Innovation, RBC
  • Anatoly Kvitnitsky - VP of Growth, Trulioo
3:30pm - 4:10pm 40 mins
AI SUMMIT
Closing Strategy Roundtable: The Journey Towards Productive Partnerships In AI
  • Brian Ascher - Partner, Venrock
  • Manuel Roggero - Director, Design and Partnership Innovation, Solution Acceleration & Innovation, RBC
  • Tim Prier - CEO, Wicket
  • Moderator Ron Shevlin - Head of Research, Cornerstone Advisors
4:10pm - 4:15pm 5 mins
CUSTOMER EXPERIENCE SUMMIT
Closing Remarks From The Chair
4:10pm - 4:15pm 5 mins
AI SUMMIT
Closing Remarks From The Chair
4:15pm - 5:15pm 60 mins
Reception & Networking
8:15am - 9:00am

Registration, Breakfast & Networking

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Showing of Streams
4:15pm - 5:15pm

Reception & Networking

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