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Informa
8:15am - 9:00am 45 mins
Registration, Breakfast & Networking
9:00am - 9:05am 5 mins
Opening Remarks From The Chair
  • Steven Ramirez - CEO, Beyond the Arc
9:05am - 9:30am 25 mins
Keynote Address: Creating Digital Journeys For The Digital Human. How Can You Make Things Easier, More Appealing & More Fun For Your Customers - Whichever Touchpoint You Are Interacting With Them Through?
  • Rilla Delorier - Executive Vice President & Chief Strategy Officer, Umpqua Bank
9:30am - 9:50am 20 mins
Special Address: Next Generation CX - How Your Competitors Are Using Artificial Intelligence To Delight Their Customers
9:50am - 10:30am 40 mins
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 - Former Chief Analytics Officer, Commonwealth Bank of Australia
10:30am - 11:00am 30 mins
Morning Coffee & Networking Break
11:00am - 11:25am 25 mins
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
  • Jay Sidhu - Chairman & CEO, Customers Bank & BankMobile
11:25am - 11:45am 20 mins
Special Address: Bridging The Gap Between The Customer Experience Promise & The Customer Experience Reality To Deliver Outstanding CX At Scale
  • Naveen Agarwal - Senior Vice President & Chief Customer Officer, Prudential Financial, Inc.
11:45am - 12:25pm 40 mins
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
12:25pm - 1:25pm 60 mins
Lunch & Networking Break
1:25pm - 1:50pm 25 mins
Fireside Chat: Creating A Seamless Digital Customer Experience
  • Alice Milligan - Chief Digital Client Experience Officer, U.S. Consumer Bank, Citi
1:50pm - 2:30pm 40 mins
Insights From Innovators: How We Are Creating A Seamless Customer Experience
  • Diwakar (Dee) Choubey - Co-Founder & CEO, MoneyLion
  • Jason Osterhage - Senior Vice President, Lending, Alliant Credit Union
  • Jeff Berezny - Head of Growth & Design, Trov
  • Danny Morrow - Co-Founder & CTO, Extend
2:30pm - 2:45pm 15 mins
Case Study: Providing Personalized Customer Interaction Across A Multichannel Environment
2:45pm - 3:00pm 15 mins
Case Study: Delivering Outstanding Customer Experience By Harnessing Open APIs
  • Jeremy Berger - COO & Co-Founder, Arival Bank
3:00pm - 3:15pm 15 mins
Case Study: Transforming The B2B Customer Experience
  • Kris Kowal - VP, Corporate Products & Services, TD Bank
3:15pm - 3:55pm 40 mins
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
3:55pm - 4:00pm 5 mins
Closing Remarks From The Chair
4:00pm - 5:00pm 60 mins
Happy Hour!