Customer Experience for Financial Services

June 14 - 16, 2016

New Orleans, LA

Contact Us: 1.888.482.6012

Day Two

Customer Experience Tomorrow: Leveraging Fundamentals to Take The Next Step

Day Two of CXFS will feature case studies from Wells Fargo Advisors, MasterCard and Union Bank, another set of Champagne Roundtable Discussions and a special guest presentation by Joan Pepper, Former AIG Director of Customer Experience and current CX Consultant that features real takeaways.

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8:00 AM Continental Breakfast & Registration In The Solutions Zone

8:40 AM Welcome Remarks

Elizabeth Robillard, Program Director, CXFS


 Elizabeth Robillard
Elizabeth Robillard
Program Director
CXFS

8:45 AM Chairperson's Opening Address

Jeremy A. Roberts, WW Program Lead for Customer Analytics, IBM


 Jeremy A. Roberts
Jeremy A. Roberts
WW Program Lead for Customer Analytics
IBM
Jeremy A Roberts is a digital marketing technologist with 20-years of experience as a global entrepreneur and corporate marketer. Currently, Jeremy is the WW Program Lead for Customer Analytics in IBM's Commerce Division. Jeremy’s career has taken him across a variety of industries from fashion technology and music entertainment to cloud hosting an ...[Read More]

9:00 AM Making or Breaking the Client Experience: Building a Program for Financial Advisors

Suzie Asmar-O'Guin, Vice President, Client Insights & Analysis Manager, Wells Fargo Advisors

Through the Client Listening Program, Wells Fargo is providing financial advisors tools and a robust support network for deepening their client relationships through meaningful dialogue. At the heart of the program is a highly actionable survey which helps financial advisors measure and address their performance across key drivers of client loyalty and satisfaction, while providing clients an additional avenue for sharing their needs and preferences. Join this session to hear more about how Suzie Asmar O’Guin and her team got this program off the ground.
 Suzie Asmar-O'Guin
Suzie Asmar-O'Guin
Vice President, Client Insights & Analysis Manager
Wells Fargo Advisors
Suzie Asmar-O’Guin leads the Voice of the Client Strategic Insights & Analysis Team for Wells Fargo Advisors Client Experience. For over sixteen years, she has successfully supported the assessment, design, and implementation of client, channel, and employee experience solutions for dozens of Fortune 500 companies with varying business-to-business ...[Read More]

9:20 AM Guest Speaker: Low Cost Quick Wins to Further Your CX Initiatives

Joan Pepper, Former Director Global Customer Experience, Formerly-AIG/ CX Consultant

Not everything your CX team does needs to involve expensive technology and other precious resources. Many strategic moves can be made to further your CX agenda without spending too much. This creates value for your company without asking for too much from your c-suite. Join this session presented by CX Consultant and Former Head of Customer Experience at AIG, Joan Pepper, who will discuss some of the ways to implement low cost wins to better your customer experience efforts.
 Joan Pepper
Joan Pepper
Former Director Global Customer Experience
Formerly-AIG/ CX Consultant
Joan Pepper stands at the forefront of today’s business:  Customer Experience. She considers herself a “CX Architect” who takes a structure in need of improvement and remodels it into an enduring edifice with a customer-centric framework, a bedrock of strong analytics, pillars of customer experience competencies and a cornerstone of engaged and emp ...[Read More]

9:50 AM How to Evolve Your CX Maturity

Matt Inman, Sr. Director of CX Strategy & Design, MaritzCX

Whether you’re just getting started with your CX efforts or have a well-developed CX program, it is important to understand your organization’s CX maturity. This presentation introduces tips and best CX practices that can help businesses of all levels improve their customers’ satisfaction and loyalty and, subsequently, move the needle on the CX maturity scale. You will also discover elite techniques designed to help your firm achieve short-term financial results while laying the foundation for long-term customer retention and business success.
Attend this event and learn how to:
·    Analyze the MaritzCX Customer Experience Self-Assessment
·    Identify customer-focused actions that make a difference and place emphasis on them in your program
·    Drive greater organizational focus and commitment with linkage analysis

 Matt Inman
Matt Inman
Sr. Director of CX Strategy & Design
MaritzCX
As a Senior Director of CX Strategy and Design with MaritzCX, Matt is responsible for applying best practices from the industry-leading customer experience programs he has developed and managed for companies during his career with a specific focus on the financial services sector.  He also leads the development of thought leadership strategies for ...[Read More]

10:10 AM MasterCard’s Journey to Customer Centricity: Where Are They Now?

Karen Pascoe, SVP, Group Head, User Experience, Mastercard

At our inaugural CXFS event, Karen Pascoe talked the audience through the transformation MasterCard took to put the needs of the customer at the heart of their organization. Now, a little less than one year later, Karen is going to update us on how MasterCard's cx strategy is fairing in 2016. Our returning guests from last year will be able to see the progress Karen and her team have made and our new guests will be able to see the transformation from start to finish.
 Karen Pascoe
Karen Pascoe
SVP, Group Head, User Experience
Mastercard
Karen is SVP of User Experience for Emerging Payments, responsible for leading the design of key consumer facing experiences for MasterCard’s broader transition to digital. She is also responsible for leading design of our third party developer tools, to bring MasterCard capabilities to a broader set of commerce and money movement innovations. Kare ...[Read More]

10:30 AM Morning Refreshment & Networking Break In The Solutions Zone

Take this time to explore the latest solutions that will transform your business! Come back to the session room ready for more insights from the top minds in CX!

11:10 AM CXFS Benchmarking Study

Help us help you. 10-minutes filling out this short questionnaire will lead to understanding one-year’s worth of business development you need to execute.

11:20 AM PANEL: Creating Emotionally Engaging Experiences Using The Power Of Storytelling

Stu Siegal, Director & Executive Producer, VideoLink Creative Services, VideoLink

Jason Ferrell, Director, Experience Design, Capital One

Jon Rosenberg, Director, Client Experience Strategy, Prudential

Creating genuine emotional connections with your clients and customers is not only key to driving loyalty, but it’s also essential in creating brand advocacy and passion. Transparency and authenticity sound simple enough to achieve, yet countless financial services brands still struggle in this arena. This session will articulate how customer experiences and effective brand story telling can become your organizations key differentiator. Panelists will discuss the following questions:

·· How can you map the emotional connections that a customer has with your brand?
·· What impact does story telling have on these emotional connections?
·· Does experiential story telling actually resonate with customers?
·· Can you measure a customers emotional connection?
·· How do you use storytelling and emotional connections to improve customer experiences?
 Stu Siegal
Stu Siegal
Director & Executive Producer, VideoLink Creative Services
VideoLink
Stu Siegal is a media professional with over twenty five years of experience in broadcast, corporate, and new media storytelling. Stu has created video content for nearly every major network and studio, including ABC, CBS, Fox, Paramount, Warner Brothers, Discovery, Sony, and The Simpsons and many more.  In the corporate and digital arenas, Stu has ...[Read More]

 Jason Ferrell
Jason Ferrell
Director, Experience Design
Capital One
Jason Ferrell is a Director of Experience Design at Capital One. Jason leads a diverse design team with skillsets ranging from service design to UX/UI and front end development. His team engages with Product and Tech partners to ensure key moments in the customer’s lifecycle are effortless and memorable. While in school, Jason abandoned a career ...[Read More]

Jon Rosenberg
Director, Client Experience Strategy
Prudential

12:00 PM Understanding the Consumer Complaints Database: A CFPB Case Study

Lisa Lauroesch, Section Chief, Consumer Response, CFPB

Lisa Lauroesch of the CFPB will be talking about the newly created Consumer Complaints database. It was launched last year by the bureau to help consumers log their transactional issues with financial institutions and give those financial institutions the chance to fix said issues for each individual consumer that filed a complaint. Long term analysis of these complaints can help financial institutions understand the pain points present in their customer's journey. Thus, while the database gives the consumer a place to go when they have exhausted all other options, it also helps banks, insurance companies and credit unions improve their customer experience strategies.
 Lisa Lauroesch
Lisa Lauroesch
Section Chief, Consumer Response
CFPB
Lisa Lauroesch is a Section Chief in the CFPB’s Consumer Response organization. She is responsible for Customer Experience and Program Management. Lisa spent many years in the housing and mortgage finance industry from real estate sales to secondary marketing activities.

Prior to joining CFPB she worked at Fannie Mae on the Makin
...[Read More]

12:20 PM FIRE-SIDE CHAT: Trends in Social Media for Customer Care: How to Take the Next Step

Nicolas Petraglia, Sr. Manager of Customer Insights and Social Media, International Banking Contact Centres, Scotiabank

Join this one on one interview with Nicolas Petraglia, a top social media strategist from Scotiabank. While being interviewed by our chair for the day from IBM, Nicolas will talk about how to build a social voice that resonates with customers on a more personal level, which creates trust and loyalty around your brand and not just your products. Talking points will include:  

-Using social media to create a larger brand image tha transcends the traditional bank 
-Handling all communications that customers have with your brand on social-the good and the bad! 
-Strategies to deliver real impact socially, while maintaining regulatory compliance
 Nicolas Petraglia
Nicolas Petraglia
Sr. Manager of Customer Insights and Social Media, International Banking Contact Centres
Scotiabank
Ever since I can remember I have always been passionate about creating communities and bringing people together - both in person and/or through digital environments. In University it was being part of student council and projects that ultimately brought people together and generated buzz. As a teacher I wasn’t simply content with teaching in the cl ...[Read More]

12:40 PM Crafting Visionary Customer Experience Through Design Thinking

Chris Geganto, Director of Purpose Activation and Experience Design, SunTrust

Many CX professionals consider design thinking to be the future of customer experience strategy. It is a way to truly bring your customer to the center of operations and make sure that their thoughts, feelings and needs are at the forefront of your efforts. During this session, Chris Geganto will walk through:
  • How do you get started? Who are the right people to get involved with design thinking?
  • What are the steps to take in the process of design thinking?
  • How do you keep the momentum of design thinking going considering the cross-departmental coordination it involves?
 Chris Geganto
Chris Geganto
Director of Purpose Activation and Experience Design
SunTrust
Chris Geganto is the Director of Experience Design at SunTrust Bank represents the end-user on all bank experiences and new product positioning and design. Actually, he is innately focused on the end users thoughts and emotions, putting them at the center of everything he does. With a strong background in strategy and operations he is able to ope ...[Read More]

1:00 PM Lunch For All Attendees


2:00 PM Spreading the News: Training Your Organization on CX Best Practices

Jason Huffman, Customer Experience Vice President, Union Bank & Trust

Making sure your organization is aware of the efforts that you are making to further cx is an important step. Every department across all organizations should know what you are working on so that they can begin to implement cx best practices in their arena as well. During this session, Jason Huffman of Union Bank and Trust will walk attendees through:

·· How to establish training programs on key CX principles that can be taken by any one at the organization
·· Identify business leaders in various departments to take these trainings first so they can act as ambassadors for customer experience efforts and lead the charge for the rest of the company to get involved
·· Provide actionable takeaways from these trainings so that those who have gone through it can make new strides for customer experience in their departments right away
 Jason Huffman
Jason Huffman
Customer Experience Vice President
Union Bank & Trust
Jason began his career in banking as an intern with Union Bank & Trust (formerly First Market Bank), the largest community bank in Virginia, during the summer of 2000. Upon graduating from college, he served in various roles such as Financial Services Advisor, Branch Manager, Conversion Project Leader and Customer Advocate. In 2007, Jason moved i ...[Read More]

2:20 PM PANEL: Happy Employees = Happy Customers: Nurturing Your People to Provide Exemplary Experiences

Tammy Gennusa O'Shea, SVP, Corporate Brand manager, Fidelity Bank

Stephanie Pendolino, Director-- Customer & Agent Insights, Western Union

Elaine Podulka, Manager, Member Support, Credit Karma

Stacey Nevel, Director, Voice of the Customer Consulting, Confirmit

Happy and engaged employees are the keys to success when it comes to customer experience. You could put all the strategy in the world in place to bolster cx, but when it comes down to it, your employees are the ones that can make or break an experience for your customer. Join this panel session to learn how to:

·· Enable your employees in frontline and back office areas with tools to be focused on CX
·· Identify leaders in CX across the organization and reward them for their efforts
·· Providing mentorship and coaching for employees to continually ensure their commitment to your CX efforts
 Tammy Gennusa O'Shea
Tammy Gennusa O'Shea
SVP, Corporate Brand manager
Fidelity Bank

 Stephanie Pendolino
Stephanie Pendolino
Director-- Customer & Agent Insights
Western Union
Stephanie is responsible for bringing the Voice of the Customer to life throughout Western Union, leveraging insights to drive service improvements for customers transacting through 33 Western Union websites and mobile applications and 510,000 agent locations in 200 countries and territories. ...[Read More]

 Elaine Podulka
Elaine Podulka
Manager, Member Support
Credit Karma
As the manager of Credit Karma’s member support team, Elaine leads a team of 20, including assistant managers, an auditor and a dedicated data analyst, who together resolve tens of thousands of inquiries seven days a week. With nearly 10 years supporting products in financial technology, logistics and software, Elaine has built a career by bridging ...[Read More]

 Stacey Nevel
Stacey Nevel
Director, Voice of the Customer Consulting
Confirmit
Stacey Nevel is a seasoned Engagement Management professional with 18 years of experience managing employee and customer loyalty programs from both the client and vendor sides of the business. Stacey is an expert in the linkages between VoC, VoE and operational metrics to positively impact customer loyalty and product usability. ...[Read More]

3:00 PM Don’t Follow Trends, Start Them

Justin Hunsaker, Customer Experience Lead, Small Business (SB) Banking, Capital One

Customer Experience professionals face many challenges. One of the most time consuming can be to create a consistent message from many sources of data. Justin Hunsaker from Capital One takes you through one such challenge and examines the successes and pitfalls along the way.
Justin Hunsaker
Customer Experience Lead, Small Business (SB) Banking
Capital One
Justin Hunsaker is the Customer Experience lead for Small Business (SB) Banking at Capital One. Over his career, he has participated in CX design at all levels including software human factors, back office quality assurance, survey development/implementation, bank statements product management, and strategy. Most recently, he has focused on driving ...[Read More]

3:20 PM Afternoon Refreshment & Networking Break In The Solutions Zone

Take this time to explore the latest solutions that will transform your business! Come back to the session room ready for more insights from the top minds in CX!

4:00 PM CX Leaders Champagne Roundtable Discussions

Joan Pepper, Former Director Global Customer Experience, Formerly-AIG/ CX Consultant

Matt Inman, Sr. Director of CX Strategy & Design, MaritzCX

Shir Skolnik, Manager, Member Support, Credit Karma

Brendan McGuire, Area Vice President, Clarabridge

Adam Korman, Director of User Experience and Content, Acorns

At CXFS you’re in control! Get involved in our unique, open-mic, peer-to-peer tables for the best conversations you’ll have all year. Talk about your key challenges and hear how other organizations are overcoming them. After 40 minutes, you’ll rotate tables and tackle a new topic with a new expert host.

1.    Omni-Source CEM Planning
Brendan McGuire, Director of Business Development, Clarabridge

2.    How to Evolve Your CX Maturity
Matt Inman, Senior Director, Customer Experience Strategy & Design, MaritzCX

3.    Low Cost Quick Wins to Further Your CX Initiatives
Joan Pepper, Former AIG Director of Customer Experience, Certified CX Consultant

4.    Fostering a Customer-Centric Culture
Shir Skolnik, Member Experience Lead, Credit Karma

 Joan Pepper
Joan Pepper
Former Director Global Customer Experience
Formerly-AIG/ CX Consultant
Joan Pepper stands at the forefront of today’s business:  Customer Experience. She considers herself a “CX Architect” who takes a structure in need of improvement and remodels it into an enduring edifice with a customer-centric framework, a bedrock of strong analytics, pillars of customer experience competencies and a cornerstone of engaged and emp ...[Read More]

 Matt Inman
Matt Inman
Sr. Director of CX Strategy & Design
MaritzCX
As a Senior Director of CX Strategy and Design with MaritzCX, Matt is responsible for applying best practices from the industry-leading customer experience programs he has developed and managed for companies during his career with a specific focus on the financial services sector.  He also leads the development of thought leadership strategies for ...[Read More]

 Shir Skolnik
Shir Skolnik
Manager, Member Support
Credit Karma
Shir is the assistant manager of member support at Credit Karma. With her background in the sciences and technology, Shir pushes her specialists to think analytically and act innovatively. She has adopted Agile software development concepts to empower her specialists to be more adaptive, responsive and action-oriented when supporting Credit Karma’s ...[Read More]

Brendan McGuire
Area Vice President
Clarabridge
Brendan McGuire has worked in the market research and customer experience space for almost 15 years. Brendan has an MBA from Keller Graduate School and extensive experience in working with leading SaaS firms. He has been with Clarabridge for 4 years and as a Business Development Director, manages a number of key Clarabridge customers. Clarabridg ...[Read More]

Adam Korman
Director of User Experience and Content
Acorns
Adam has spent 20 years in User Experience designing innovative digital products for the web, desktop, mobile devices, and custom platforms like medical devices, TV set-top boxes, and cars. He has worked with startups and Fortune 500 companies in a variety of hands-on, leadership, and consulting roles.

His career is bookended with ex
...[Read More]

5:20 PM Bourbon Street Cocktail Reception in the Solutions Zone


6:20 PM End of Day Two