Customer Experience and Service

08:20 AM - 08:45 AM Continental Breakfast & Registration

08:45 AM - 08:50 AM Welcome Remarks

Henrietta Akpata

Product Marketing Leader
IBM Watson Customer Experience Analytics

09:00 AM - 4:15 PM Fireside Chat: Creating a Customer-Centric Culture Across Your Entire Organization to Build Lasting Customer Relationships

Karen Kallet, CDO, BofI Federal Bank Chris Ervasti, AVP, Marketing Manager, Video Strategy & Content, US Bank
Unlike traditional functions like general counsel, HR, Accounting etc. CX has evolved to infiltrate all functions within a larger corporate structure. It is no longer an addition to your marketing department or a new way to handle IT. This cultural change is felt throughout your customer base, increasing engagement and retention.
• Building a CX case for your leadership
• Acquiring the right resources to execute this kind of organization-wide shift
• Creating a strategy that makes everyone a stakeholder in change


Karen Kallet

BofI Federal Bank

Chris Ervasti

AVP, Marketing Manager, Video Strategy & Content
US Bank

4:15 PM - 09:35 AM Report Back

This is your chance to hear from each other. What have you learned so far? What questions still remain? What strategies are you taking back to your teams? The final part of Day 2 will be a debrief and feedback session from our audience. This is your chance to ask lingering questions, or highlight a particularly interesting finding from the last two days.

09:35 AM - 09:55 AM Keynote: Rethinking Business Banking - How To Win Over Corporate Clients

Sylwia Hans, Financial Services Director, US, Comarch
On the surface all online banking solutions offer the same functionality. What makes the real difference for banks and their corporate clients is how much time it allows them to save each time they use it and how much money it can generate for both sides as a result. Featuring a case study of corporate banking at ING.
• Make it as quick and easy as possible - single sign on, online setup, online product applications
• Make it accessible – the significance of mobile channels and a true omnichannel approach
• Provide a highly usable environment – configurable dashboards, graphical data presentation and information availability


Sylwia Hans

Financial Services Director, US

09:55 AM - 10:35 AM Panel: Executing CX as a Stand-Alone Function or an Integrated Part of Your Team

Karen Kallet, CDO, BofI Federal Bank Vikas Chawla, Head of Mobile, Capital One
Customer experience has been one of the most talked about functions in FS in 2016. But different organizations define it in different ways. For some, it is a new function that may someday sit at the c-suite. For others, it is a “skill” that all employees should be well-versed in. Determine where customer experience should sit within your organization.
• What definition of customer experience is right for your organization?
• What are the benefits and pitfalls of having a dedicated CX function?
• How do you “teach” customer experience as a skillset?


Karen Kallet

BofI Federal Bank

Vikas Chawla

Head of Mobile
Capital One

10:35 AM - 11:20 AM Morning Refreshment & Networking Break

Content is King. You’ve heard it before and you’ll hear it again. Almost everything you do in your digital strategy comes back to your content. It is the core of what your customer interacts with. With often hundreds of products and dozens of options in how to display that, what works for you?
• What do your customers expect from their visual experience on your site?
• When and how should you invest in upgraded graphics and video content?
• What kind of journey should your customers have? What story should you tell?


Jalaj Jha

Senior Director, Head of Online Marketing and Marketing Technology
Capital One

Andrew Most

Senior Director, Content and Marketing
Columbia Threadneedle Investments

Stu Siegal

Creative Director/Executive Producer

12:00 PM - 12:30 PM Case Study: Building Customer Loyalty with Customer Service

Asmara Mirza, Senior Manager, Omnichannel Planning, TD Bank
Having a dedicated and well-trained customer service team and portal is paramount to retaining customers. From the digital side, it may be your online chat functionality they most rely on. Being able to solve customers problems quickly and efficiently is the key to building loyalty and retention.
• Learn to create a uniform system across your phones, chats and in-person branch interactions
• Create a system to document complaints and reviews
• Create a customer service strategy that continues to build customer loyalty


Asmara Mirza

Senior Manager, Omnichannel Planning
TD Bank

12:30 PM - 1:40 PM Lunch

Stream 1: CX Fundamentals

1:40 PM - 1:50 PM Chairperson’s Opening Address

Sanjay Tailor, VP, Digital Strategy, CA Technologies


Sanjay Tailor

VP, Digital Strategy
CA Technologies

1:50 PM - 2:30 PM Panel Revolution: Executing a Cohesive Digital Strategy for the Future to Keep Pace with Change

Misti Mostiller, EVP, Director, Consumer Strategy & Innovation, Extraco Banks Bruce Harney, Global Banking Industry Director, Kofax Vikas Chawla, Head of Mobile, Capital One
From regional credit unions to global retail banks, every FS organization is trying to execute a successful digital. But many feel they aren’t keeping pace with change. How do you build a strategy that is right for your organization, using resources effectively and adapting to your customer’s changing expectations?
• Where do you sit along the digital transformation spectrum?
• What should your digital strategy look like right now?
• In five years?


Misti Mostiller

EVP, Director, Consumer Strategy & Innovation
Extraco Banks

Bruce Harney

Global Banking Industry Director

Vikas Chawla

Head of Mobile
Capital One

Stream 2: Omnichannel Strategy

2:30 PM - 3:35 PM Case Study: Building a Voice and Driving Brand Engagement Through Social Media

Courtney Fischbach, VP, Social Media, Legg Mason
As the millennial generation begins to dominate the workforce and customer base, social media is no longer an option or a nice-to-have. It is vital channel to your company’s story and brand.
• Learn which platforms and content strategies work best for your social media efforts
• Using social media to build customer loyalty
• Creating a seamless jump between social media platforms and your in-house channels


Courtney Fischbach

VP, Social Media
Legg Mason
In the mobile channel, CX becomes more about easy navigation and a smooth customer journey than anything else. Your customers want as few clicks as possible to navigate through your mobile experience, and their most important call-to-action buttons right up front. How do you build a CX-oriented mobile channel to engage your customers?
• From content to UX, how do you deliver your CX?
• How do you deliver a positive mobile customer journey?
• What do your customers want to see when they first open your app or


Tim Fujita-Yuhas

Director, Product Management and new Product Strategy
OpenMarket - Amdocs

Marria Rhodriguez

AVP, Digital Product Manager
Wells Fargo

David Herpers

SVP, Omnichannel Sales & Engagement
U.S. Bank

2:50 PM - 4:30 PM Afternoon Refreshment & Networking Break

4:30 PM - 5:30 PM Blue Lagoon Party

Overlooking the Batiquitos Lagoon, join us on the Avalon Terrace for drinks and a killer view! Bring your sunglasses for sunset!

5:30 PM - 11:59 PM End of Day Two