IIR & IBC Finance is part of the Knowledge and Networking Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 3099067.

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: The Evolution of Innovation: Build, Buy Or Partner?
  • Rilla Delorier - Executive Vice President & Chief Strategy Officer, Umpqua Bank
9:30am - 9:50am 20 mins
Analyst Insight: Return On CX – 80% Of The Potential ROI Is Typically Left Untapped…
  • Paul Berg - Senior Managing Consultant, Gallup
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 - 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
10:30am - 11:00am 30 mins
Intermission, Refreshments & Networking
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
  • Robyn Burkinshaw - CEO & Founder, BlytzPay
  • Moderator Philippa Ushio - Senior Vice President, Prosek Partners
11:25am - 11:45am 20 mins
Keynote 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
  • Terri Kallsen - Executive Vice President, Investor Services, Charles Schwab
  • Andrew Stevens - Global Banking Specialist, Quadient
  • Olivier Guilaumond - Global Head of Fintechs, ING
  • Moderator Steven Ramirez - CEO, Beyond the Arc
12:25pm - 1:25pm 60 mins
Lunch & Networking
1:25pm - 1:45pm 20 mins
Fireside Chat: Creating A Seamless Digital Customer Experience
  • Michael Lewis - Chief Technology Officer, Global Consumer Technology, Citi
  • Moderator Sam Kilmer - Senior Director, Cornerstone Advisers
1:45pm - 2:30pm 45 mins
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
2:30pm - 2:45pm 15 mins
Case Study: Harnessing Disruptive Technologies To Maximise Customer Experience & Loyalty
  • Hossein Rahnama - Founder & CEO, Flybits Inc.
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 - 3:25pm 25 mins
Analyst Insight: Transforming The B2B Customer Experience
3:25pm - 4:10pm 45 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
  • Lara Druyan - Managing Director, Head of Innovation, RBC
  • Anatoly Kvitnitsky - VP of Growth, Trulioo
4:10pm - 4:15pm 5 mins
Closing Remarks From The Chair
4:15pm - 5:15pm 60 mins
Reception & Networking