Customer Experience for Financial Services

June 14 - 16, 2016

New Orleans, LA

Contact Us: 1.888.482.6012

Speakers

Heidi Munc
 Heidi Munc 
AVP User Experience 
Nationwide
Heidi Munc is a user experience specialist, digital designer and creative problem solver. Over the past 20 years, Heidi has worked as a traditional graphic designer, creative director and digital design director. She now leads a team of 70+ user experience professionals at Nationwide.

As AVP of User Experience, Heidi has assembled and led cross-functional teams that align business goals with user goals and deliver great user experiences. Heidi and her team are accountable for user experience research, strategy and creative for websites and software applications used by consumers, agents, advisors, call center representatives and other internal associates across the Nationwide Enterprise.

In her spare time, Heidi enjoys spending time with her husband and two children. She also enjoys designing/making/building everything from parade floats, to elaborate costumes, to giant stuffed animals.
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 and business-to-consumer models. Suzie has proven capabilities in business intelligence, competitive and market intelligence, strategic planning and execution, and has a passion for design thinking. Her expertise in insight-driven solution design—leveraging research and analysis to optimize business impact and the individual’s experience—has consistently generated positive returns for the clients and organizations she has supported. Suzie has leveraged her experience to establish the Client Listening Program and Health of the Client Experience Program at Wells Fargo Advisors, both designed to influence the firm’s strategy, elevate our clients’ experience, support growth, and enable differentiation in the financial services industry.

Suzie holds a Master of Business Administration degree from Washington University in St. Louis with an emphasis in organizational behavior, and a Bachelor of Science degree in Business Administration from Saint Louis University with a major in management.
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. Karen’s focus is on connecting business strategy with deep user insights to deliver innovative design solutions at global scale. Prior to joining MasterCard, Karen has held leadership roles at PayPal and JPMorgan Chase. She lives and works in New York City
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 operationalize his insights into marketing strategy and execution. Prior to joining SunTrust he was a management consultant for North Highland Consulting and a project manager in the commercial real estate industry.

Chris holds a Bachelor of Science degree in Civil Engineering and an MBA from Georgia Tech. He is an extensive traveler, offshore blue-water sailor, long distance thru-hiker, Camino de Santiago pilgrim, marathon runner, and recently a published author. He is an active member and sits on the Board of the Andrew & Walter Young Family YMCA in Atlanta where heads marketing and strategy activities.
Lori Garcia
 Lori Garcia 
Vice President of Member Service Experience 
SchoolsFirst Federal Credit Union
Lori Garcia is Vice President, Member Service Experience for SchoolsFirst Federal Credit Union.   Lori’s role is to ensure the credit union continues to develop comprehensive plans to improve Member service, identify trends and take action that will lead to successful implementation of service programs and improve Members’ experiences. 

Lori has held a variety of roles including, Branch Manager and Consumer Loan Manager.
 
Lori holds a Bachelor’s Degree in Organizational Leadership from Chapman University and is a graduate of Western CUNA Management School.  She earned a Master’s Degree in Business Administration (MBA) and Organizational Leadership Graduate Certificate from Brandman University.

Lori resides in Orange County, CA with her family and is an avid fan of Disneyland.

 Warren Taylor 
President 
Bankmobile
 Tilak Joshi 
VP, Digital Customer Experience 
American Express
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 empowered associates.

Joan has spent more than 20 years leading Fortune 500 organizations through demanding, turbulent and steady growth times by creating customer experiences that positively and profitably influence corporate profits.  Joan’s drive, resilience, communication skill, passion and analytical mind make her ideally suited to lead the demanding collaboration and cross-functional coordination necessary for successful organizational transformation.

Joan is an expert on the integration of business and customer experience design. Using journey mapping as the starting point for her efforts, she leads businesses through constructing a hierarchy of customer needs, designing improvements to meet those needs and implementing change to create a corporate design that achieves symmetry between fulfilling customer wants & needs and corporate performance.

Joan founded JG Pepper Consulting in 2015 to serve as a thought leader for companies who are launching or redefining their customer experience framework. Prior to JG Pepper Consulting, she served as AIG’s Global Director of Customer Experience Analytics where she led end-to-end journey mapping and strategy. Using the tools of mapping, data analysis, surveys, focus groups, creative ideation and human centered design, Joan and her team delivered customer experience improvements that resulted in an ROI of 48% and reduced churn by 10 basis points.
Cameron Park-Hur
 Cameron Park-Hur 
Director, Customer Experience Research And Usability 
Bank of the West
Kristin Julbert
 Kristin Julbert 
Director Client Experience 
BBVA Compass
Geriel Thornburg May
 Geriel Thornburg May 
Director, Customer Experience 
Genworth Financial
Michael Lowry
 Michael Lowry 
Design Director 
Fidelity Investments
Michael Lowry has been a user experience design professional for over 20 years. Michael's work for Thomson Reuters and Fidelity Investments has impacted the ways consumers and financial professionals understand and interact with the financial landscape. His recent focus has been on anticipating how the financial services industry will be impacted by current disruptive trends and how companies can harness that disruption to enhance their own customer experiences.
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 into the role of Director of Customer Experience, where he is responsible for leading the internal and external customer experience of the organization in accordance with the bank’s strategic goals. In addition to approaching the bank’s operations with a customer lens, his line of business includes customer experience training, customer insights and analytics, process improvements and omni-channel perspective, as well as oversight of Union’s three contact centers and statewide social media efforts.

Jason holds a B.A. in American Government from the University of Virginia. He is also an honor graduate of the Virginia Bankers Association School of Bank Management at the University of Virginia, where he served as Vice President. Jason is a frequent lecturer at Virginia Commonwealth University and the University of Richmond, and has served as corporate leader for the Mid-Atlantic American Heart Association for the last ten years. As past chair of the Child Development Center at Huguenot Road Baptist Church, Jason and his wife are active in children’s education and ministry. Jason and his wife, Ashley, reside in Midlothian, Virginia with their children, Cooper and Eliza.
Ben Hoffman
 Ben Hoffman 
AVP, User Experience 
Hanover Insurance
Ben Hoffman is currently the lead of the User Experience function at Hanover Insurance. His 29 years in user and customer experience have provided him the opportunity to work on a broad variety of initiatives and industries - from auto insurance quoting to health care to railroad yard management. He has extensive experience in starting and leading user/customer experience functions, customer/usability research methods and consulting.

Previously, Ben has worked for Cigna, Travelers Insurance, The Hartford, Dell Computer and IBM. He holds a BA in Psychology from Moravian College and a Masters in Statistics and Measurement from Rutgers University.
Jon Rosenberg
 Jon Rosenberg 
Director, Client Experience Strategy 
Prudential
Anish Shah
 Anish Shah 
Head of Customer Engagement 
E TRADE
As Head of Customer Engagement, Anish leads E*TRADE's efforts on two fronts. First, driving acquisition, share of wallet and retention on existing customers and second, delivering premium customer satisfaction and setting the customer experience benchmark for the investment services industry.

Before heading Customer Engagement, Anish was COO and Head of Transformation for the Retirement, Investing & Savings and Asia-Pacific businesses. Prior to joining E*TRADE in 2014, Anish was a Principal in the Financial Services practice at Booz & Company (now Strategy& PwC), with a focus on Wealth Management and Capital Markets.

Anish holds an MBA in Strategy and Finance from NYU’s Stern School of Business; an MS in Mechanical Engineering from UCLA; and a BS in Engineering from Delhi University.
 Nicole Moldovan 
Head of Digital Differentiation and Customer Experience 
AXA
Mike Rehorst
 Mike Rehorst 
Director of Client Experience Strategy & Design 
Northwestern Mutual
Mike has extensive experience launching and incubating strategic capabilities. After playing a key role in establishing Northwestern Mutual's cx strategy, his current challenge is to introduce design thinking to his organization. Prior to this role, he led the lean/agile transformation of Northwestern Mutual's software development practice.
Justin Hunsaker
 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 improvements for Capital One customers by bringing together the frontline associates’ passion with leadership’s strategy.

Justin has an Executive Master of Technology Management from University of Pennsylvania, School of Engineering & Applied Sciences and the Wharton School; a Master of Science in Computer and Information Systems from Florida Institute of Technology; and a Bachelor of Science in Mathematics from University of Florida. He has been with Capital One for nine years and previously spent nine years as a project lead and a software/system engineer.
Janis Avila
 Janis Avila 
Managing Director, Client Experience Manager 
Union Bank
Janis Avila serves as managing director and client experience manager for the Union Bank Consumer Lending Division and is responsible for the Division’s overall client experience strategy.  She partners closely with the bank’s Retail and Wealth client experience teams to provide impactful client experience initiatives that align with business objectives. 

Utilizing customer and employee feedback to shape programs, Ms. Avila collaborates across the Consumer Lending Division to help ensure efforts are focused on delivering exceptional experiences for the bank’s mortgage customers.  She oversees the team’s customer experience cross functional advisory group comprised of senior level leaders committed to reviewing and participating in decisions impacting customers.

Ms. Avila joined the company in 2008 as an employee relations area manager where she served for six years until being named to her current position.  Previously, she served in corporate Human Resources positions with Univision, MGM Studios, Ericsson Wireless, and A&M Healthcare.  In these roles, Ms. Avila developed and implemented initiatives for talent management and employee engagement, leadership development, and employee relations. 

Active in the community, Ms. Avila serves on the YMCA Peninsula Board and volunteers with Communities In Schools and Junior Achievement.  She holds a bachelor’s degree from San Diego State University in International Business.

Stacey Collins
 Stacey Collins 
Director of Experience Design and Implementation 
BECU
Stacey Collins leads BECU’s Experience Design and Implementation team comprised of member experience project management professionals and experience training coaches providing focus, prioritization, execution and accountability for addressing the largest/most impactful experience gaps in an effort to further elevate the value of membership at BECU, the largest Credit Union in Washington State. Working within the boundaries of a heavily regulated industry, Stacey and her team are responsible for driving an “outside-in” mentality and ensuring all programs to address member experiences are aligned and executed successfully to support the delivery of BECU’s brand promise and strategic initiatives across all contact and delivery channels. This includes engaging employees in the CX process using methodology that supports a virtuous cycle of ideation and innovation - incubation, crowdsourcing, assessment and resolution. This idea-stream platform continues to elevate ideas that result in iterative improvements to the things that matter most to our membership. Stacey holds a Bachelor of Arts degree in Communications and is a Certified Customer Experience Professional (CCXP) – and is a proud 12th Man of the Seattle Seahawks.
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 the concerns of users to executives and stakeholders to enact immediate change.

Elaine holds an MBA in marketing and entrepreneurship from Suffolk University.
Jackie Howard
 Jackie Howard 
Senior Vice President 
Sandy Spring Bank
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 in Journalism for Business, but he couldn’t shake the burning curiosity to understand what makes people tick. As a result, he began his career as a market researcher for Wachovia Bank (now Wells Fargo), and later evolved into a Brand Strategy role at Capital One. These two roles converged 3 years ago, as Capital One began its transition to an Information-Based Technology company. He jumped at the opportunity to help the business set a strategic agenda for its critical experiences by way of human-centered design practices. Jason received an M.S. In Decision Sciences and a B.S. In Management from Virginia Commonwealth University. Most importantly, however, he’s a doting dad of 2-year-old, twin girls.
Jason Mowery
 Jason Mowery 
Director, Design & Insight Translation, User Experience 
Nationwide
Jason is a creative leader and problem solver with over fifteen years of digital design experience in both agency and enterprise environments. As Director, he leads a team of strategic visual designers involved in all aspects of user experience design to support Nationwide’s twenty-one billion dollar financial product portfolio. This includes partnering with design researchers to translate insights into meaningful criteria and actionable deliverables; designing differentiating interfaces for desktop, responsive web, and mobile applications; prototyping and iterating through user touch points; and collaborating with IT to build and launch successful consumer and financial professional facing products.
Sue Yasav
 Sue Yasav 
Vice President, Thought Leadership and Member Insights 
Synchrony Financial
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 Making Home Affordable as a member of the Program management office. Lisa spent 15 years at Freddie Mac working in mortgage product development, technology project management and business process analysis. Lisa had previously worked as a management consultant with American Management Systems (AMS).

Lisa has a bachelor’s degree from the College of the Holy Cross, Worcester, MA and an M.B.A. from the State University of New York-Albany.
Pamela Wong
 Pamela Wong 
AVP, Corporate Strategy 
Manulife
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 classroom but taking it beyond the four walls. Today as a social media strategist the aim is the same, to educate individuals by educating them about the usage of appropriate tools and techniques, and empowering them to drive messaging and brand awareness. In my present role, the focus is the customer and creating strategies that provide a great customer experience through their channel of choice to reach a positive outcome.
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.
Rick Crump
 Rick Crump 
Principal 
KineticXperience
Experienced business leader with a strong reputation for leading collaborative action that achieves bottom line results. Proven track record in multiple industries utilizing a comprehensive approach of Customer Experience, Process/Systems Engineering, and e-Business to ensure business objectives are achieved and customer needs are satisfied.
Adam Korman
 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 experience in the financial services industry, starting as a designer of multi-media training courses for banks, and now he is Director of User Experience and Content at Acorns, a financial startup in Orange County, CA. In the time between, he has worked with a broad range of companies and domains, designing everything from music products at Yahoo! and Napster, to medical devices at St. Jude Medical, and a little bit of everything in between.

Adam's approach to UX is grounded in his experience in the early 2000s working at Cooper, a leading design and strategy firm in San Francisco, which pioneered the approaches of goal-directed design and the creation and use of personas.
Leah McDormand
 Leah McDormand 
Customer Relationship Manager 
UPS Capital
Leah has been with UPS for 10 years and has held a variety of management positions across many different functions including Human Resources and Inside Sales. Currently, Leah is the Customer Relationship Manager for UPS Capital and is based in Atlanta, GA. In her current role, Leah manages the team that is responsible for front line customer service as well as the retention and growth of booked accounts.

Leah graduated from San Diego State University with a Bachelor’s in Business Management and currently resides in a suburb of Atlanta with her husband and son.
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 more than 50 million members. Shir is an alumna of the University of California, Berkeley.
Mazen Ghalayini
 Mazen Ghalayini 
Senior Director, Customer Experience 
West Monroe Partners
Mazen Ghalayini is a senior director and leads West Monroe's Customer Experience practice in Chicago as well as the firm’s national CRM practice. Mazen has spent the last 15 years focused on enabling the sales, marketing and service functions at his clients to create more effective, profitable and engaged customer experiences.
Matthew Eaton
 Matthew Eaton 
Vice President of Management Consulting 
CFI Group
As Vice President of Management Consulting for CFI Group, Matthew leads strategy and design for private sector client engagements around the globe. He is a leading authority on changing customer behavior; helping financial service organizations uncover and isolate critical business drivers and the financial impact of customer experience.
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 and financial services. This diverse background has given him the joy of experiencing: building a company from a simple idea into a million-dollar business, helping struggling businesses turnaround and create profit and growth, working in the Middle East to open a regional sales/marketing office, and working in the corporate world building and optimizing lead generation engines and developing products into multi-million dollar portfolios.

You can follow Jeremy through his digital business and analytics podcasts or speaking on stage at most major marketing technology conferences. You can learn more about Jeremy at www.jeremyaroberts.com.
Brendan McGuire
 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. Clarabridge is a leading firm in Enterprise Customer Experience Management providing a comprehensive SaaS platform enabling enterprise customers to collect and analyze multiple forms of customer feedback including surveys, call transcriptions, social media, emails, click to chat transcripts, and much 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.
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 the company.  With 20 years of experience, he has a strong foundation to draw upon when helping clients design customer experience programs and apply marketing research. 

Prior to joining MaritzCX, he was Director of Customer Experience and Satisfaction at American Family Insurance for six years where he developed and led the customer experience strategy and programs for the company which were recognized by JD Power and Associates and Forrester Research.  He also held a number of other market intelligence and research management roles with the insurance company.  In addition, he has worked in the energy industry, beer industry, and in the office of a U.S. Congressman.

Inman holds a master’s in Marketing Research from the AC Nielsen Center for Marketing Research at the University of Wisconsin-Madison and a Bachelor’s degree from Luther College in Iowa.  He is a member of the American Marketing Association, the Customer Experience Professionals Association (CXPA), the Society of Insurance Research, and leads the MaritzCX  Research Leadership Council.  He also speaks Spanish proficiently.

Jim Reitz
 Jim Reitz 
SVP, Customer Engagement 
OpinionLab
Jim leads the Financial Services practice at OpinionLab and has helped establish continuous customer listening programs with clients including Bank of America, Citi, Capital One, Chase, TD Ameritrade, USAA, and Vanguard.

For nearly a decade, he has been a passionate advocate in advancing OpinionLab’s unique approach to gathering customer-initiated feedback together with the rich context and advanced analytics to create customer centric cultures and empower smarter and faster business decisions.

In his spare time, you can find him enjoying family trips down the Jersey shore with the top down or singing with the NJ Choral Society.
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 created online and rich media programming for clients such as Toll Brothers, Eaton Vance,  BNY/Mellon,  and many other prominent brands. 

As head of VLCreative, Stu leverages his passion for all aspects of the visual storytelling process to help brands create successful online video content strategies in the rapidly evolving online video environment.


Elizabeth Robillard
 Elizabeth Robillard 
Program Director 
CXFS
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