Innovation Day

08:00 - 08:30 Continental Breakfast & Registration

08:30 - 08:40 Welcome Remarks

08:40 - 08:55 Chairperson’s Opening Address

Craig McLaughlin, Founder and President,Extractable
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Craig McLaughlin

Founder and President
Extractable

08:55 - 09:15 Fireside Chat: Navigating the Internet of Things: Evaluating What is Worth the Investment

Kevin Karrels, SVP, Digital Channel Strategy Executive,First Tennessee Bank
Wearables, bitcoin, finger-print ID…the list of new fintech in the industry grows longer and longer every day. But deciding what to invest in and what to pass on is key to building a transformative but realistic digital strategy.
• Understanding what new tech is available to you
• Determining what is worth investing in
• Navigating new trends to avoid wasted resources

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Kevin Karrels

SVP, Digital Channel Strategy Executive
First Tennessee Bank

09:15 - 09:35 Keynote: From ATMs to Apps: Executing Transformation Across All Channels

Les Matthews, SVP, Business Development and Account Management,MasterCard Worldwide
As 2016 comes to a close, it is clear that your customers want one thing: the same experience across channels. So how do you execute a transformative change across multiple channels?
• Creating standards around content
• Onboarding your colleagues to promote change
• Building a strategy for which channels to invest in first

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Les Matthews

SVP, Business Development and Account Management
MasterCard Worldwide

09:35 - 09:55 Keynote: Humanizing the Customer Experience in a Digital World

Aaron Tellier, GM, Insurance and Wealth Management Practice,Merkle
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Aaron Tellier

GM, Insurance and Wealth Management Practice
Merkle

As the innovation function continues to develop, it needs to find a home within your larger structure. For some, that’s the innovation lab, for others, it’s a hybrid with CX or digital. Determining where innovation fits into your organization helps define it, and gives it a larger voice across your leadership team.
• Should you have a dedicated innovation lab?
• Within your org structure, who does innovation report to?
• What does it look like when each digital function has it’s own innovation team?

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Ryan Miller

Head of Digital Innovation
Bank of the West

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Misti Mostiller

EVP, Director, Consumer Strategy & Innovation
Extraco Banks

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Miranda Hill

VP, Manager, Digital Innovations Lab
Wells Fargo

10:35 - 11:15 Morning Refreshment & Networking Break

11:15 - 11:35 Keynote: What Is Innovation? Defining Innovation in the Financial Services Industry

Brock Blake, CEO,Lendio
The term innovation has been tossed around quite a bit over the past few years. If your organization isn’t doing it, you’re already behind the times. But what exactly is innovation?
• Understanding what innovation should mean to your business
• Determining whether it is a strategy, a culture, a function, or a project
• Looking at where to focus your innovation

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Brock Blake

CEO
Lendio

11:35 - 11:55 Case Study: Executive Presentation

Steve Pardue, Vice President,Tealium
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Steve Pardue

Vice President
Tealium

In some cases it can be easier and better to buy the new initiative you are looking for, rather than building it from scratch in-house. While in other cases that can be entirely disastrous. To achieve innovation, which way should you go?
• How do you find and source potential startup to integrate?
• Which startups are worth the investment and longevity?
• How to build a digital initiative from scratch that maintains the “startup” flexibility

Veronica Ta

Executive
Western Asset Management

Chris Ervasti

AVP, Marketing Manager, Video Strategy & Content
US Bank

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Adam Granoff

VP, Senior Business Leader, Digital Partnerships
Mastercard

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Michael Carter

Chief Marketing Officer
D3 Banking

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Kevin Karrels

SVP, Digital Channel Strategy Executive
First Tennessee Bank

12:45 - 13:45 Networking Lunch

13:45 - 14:15 Case Study Revolution: Building an In-Store Experience that Integrates Digital to Maximize the Overall Customer Experience

14:15 - 14:45 Case Study Revolution: Using Voice of Customer to Continually Improve your Digital Service Offerings

David Herpers, SVP, Omnichannel Sales & Engagement,U.S. Bank
• what voice of customer exists in your organization today
• how can you bring all customer feedback into once consolidate view and prioritize what needs to be worked on next
• how to use this voice of customer data to drive continuos enhancement of your online banking and mobile/tablet experiences


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David Herpers

SVP, Omnichannel Sales & Engagement
U.S. Bank

14:45 - 14:55 Innovation Spotlight

Oracle

14:55 - 15:35 Panel: Who Owns What? Determining Where Your Customer Data Should Live and How It Should Be Relayed Across Channels

Catherine Lynch, SVP, Digital Products,American National Bank of Texas Ryan Hatfield, VP, Digital Campaigns Director,Fifth Third Bank
Developing a strategy to capture and disseminate data across your channels is key to building loyalty and experience. Customers don’t like having to input their information twice! Build a strategy to interpret your customer data and create a seamless customer experience that increases engagement.
• How do you most effectively translate data from one channel to another?
• Who is responsible for which portions of data?
• How do you extract all customer data effectively.

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Catherine Lynch

SVP, Digital Products
American National Bank of Texas

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Ryan Hatfield

VP, Digital Campaigns Director
Fifth Third Bank

15:35 - 16:30 Afternoon Refreshment & Networking Break


This is your opportunity to break into small groups and brainstorm with your peers on specific topics around innovation, mobile, payments, wearables and all future tech in Financial Services. Please choose two discussions for 30 minutes each.

1. Les Matthews, SVP, Business Development and Account Management, Mastercard
2. Asmara Mirza, Senior Manager, Omnichannel Planning & Capability Management, TD Bank
3. Marria Rhodriquez, AVP, Digital Product Manager, Wells Fargo
4. Courtney Fischbach, VP, Social Media, Legg Mason Global Asset Management
5. Ryan Miller, Head of Digital Innovation, Bank of the West
6. Amy Judd, GVP, Digital Innovation, SunTrust
7. John Robertson, Senior Director, Frontline Tech Strategy, CIBC

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Courtney Fischbach

VP, Social Media
Legg Mason

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Marria Rhodriguez

AVP, Digital Product Manager
Wells Fargo

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Ryan Miller

Head of Digital Innovation
Bank of the West

17:25 - 18:45 California Cocktail Reception

The best way to kick off the conference is with some California cocktails with your fellow attendees! Help us celebrate with a variety of mixologist-created drinks and some tastes of the Golden State. What more could you ask for?

18:45 - 23:59 End of Day One