11:00 a.m. - 12:30 p.m.
Registration Opens
12:30 p.m. - 1:00 p.m.
Welcome and Opening Remarks
1:15 p.m. - 2:00 p.m.
Breakout Sessions
  • Building Digital Loyalty: Supporting Customer Action on Their Financial Goals (Derek Frost) — While digital customers can seem attractive in terms of cross-product holdings and balances, they are also more likely to spread their wallet across multiple providers — and less likely to buy their next product from their primary provider. Learn why the conventional industry response — improving the digital “experience” — is insufficient for earning the loyalty of these customers, and why keeping customers on track by driving them to take action is what really matters.
  • Key Priorities in Capital Markets for 2016 (Gert Raeves) — Learn about the top technology and customer trends driving Capital Markets in 2016.
  • Don’t Fear Modernizing Your Core (Presented by NTT DATA) — Banks are struggling to meet a rising set of consumer expectations in an environment of inefficient legacy applications. During this session, NTT DATA will unveil the findings from its national consumer research and financial institution interviews regarding the modernization of core deposit systems. Learn how banks can mitigate risk and enable product innovation that can allow them to operate “as banking should be.”
2:15 p.m. - 3:00 p.m.
  • Reimagining Loyalty in the World of the One-Screen Shop (Bruce Young) — Customers use continuous digitally-enabled connection to engage in constant goal seeking.  This is transforming both the reason for product purchase and the basis for loyalty. Learn how banks move beyond treating “digital” merely as alternative distribution to instead harness new-to-world capability for precisely understanding and effectively intervening in customers’ lives.
3:15 p.m. - 4:00 p.m.
Breakout Sessions
  • The Network Effect: Building the Next-Generation Social Media Community (Karen Pauli) — Financial services organizations are investing extraordinary resources in developing digital capabilities, but the unintended consequence is that traditional points of customer engagement are being eliminated. Hear how an executive from RBC is changing the engagement paradigm for her organization using multiple social media strategies.
  • Key Priorities in Wealth Management for 2016 (Darrin Courtney) — Learn about the top technology and client trends driving Wealth Management in 2016.
  • Customer Onboarding and KYC in a Box: Accelerating Customer Acquisition and Retention (Presented by Dell) — Financial institutions operate in a highly regulated and competitive environment. Automating compliance needs and integrating these into onboarding workflows is key to competing, winning new customers, and adapting quickly to new regulations. Dell will present the key challenges faced by financial institutions as they streamline their customer acquisition and retention process, the importance of KYC and AML, and the eventual centralization and deployment of a shared onboarding utility across the enterprise.
4:15 p.m. - 5:00 p.m.
  • Humanizing Technology: Revolutionizing How Banks Build Loyalty in the Digital AgeFinancial technology is transforming the way banks operate and serve their customers, but the industry continues to be challenged with delivering the right mix of digital and human engagement. Capital One's Head of Small Business Banking Keri Gohman will discuss how Spark Business is leveraging design thinking and "intrapreneurship" to disrupt and reimagine the way simple digital tools and capabilities can rebuild customer relationships and restore "primary provider status."
5:00 p.m. - 6:00 p.m.
Networking Reception
8:00 a.m. - 9:00 a.m.
9:00 a.m. - 9:45 a.m.
Breakout Sessions
  • Designing Digital Origination for Long-Term Loyalty (Nicole Sturgill and Darrin Courtney) — Leading firms in building digital capabilities are realizing that without the right approach, digital origination and onboarding can result in unprofitable customer relationships. Discover how financial institutions are retooling account and client acquisition strategies in the retail banking and wealth management industries to address the challenge.
  • Key Priorities in Insurance for 2016 (Sam Stuckal) — Learn about the top technology and customer trends driving Insurance in 2016.
  • Omnichannel Wealth: Addressing the Needs of Clients in a Rapidly Evolving Global Market (Presented by Genpact's Boaz Lahovitsky and Robert Berini) — Join us for an interactive session on the design imperatives of a future-proof, digitally-enabled wealth platform in the wake of transformational market trends. Genpact will discuss the key elements of a differentiated front-to-back infrastructure including a hybrid omni-channel environment, goal-based robo, "lean digital" middle-back office, and actionable data analytics.
10:00 a.m. - 10:45 a.m.
Cognizant’s Keynote
  • Banking in Digital Disruption 2.0: Redefined Core, Diffused Trust, Increased Collaboration Financial services executives want to put the 20th century image of staid banking behind them and, instead, be associated with the emerging idea of a technology-enabled financial services brand. However, technology is fickle by nature. Next-gen technologies like blockchain, open APIs, artificial intelligence (AI), robotic process automation (RPA), and the Internet of Things (IoT) are redefining banking business models at their very core but in a disparate and confusing manner. Banks that meaningfully integrate these technologies first, however, will have a strong advantage moving ahead. Gain new insights on the digital revolution in banking during this CEB keynote presentation by Prasad Chintamaneni, EVP and President of Banking and Financial Services at Cognizant.
11:00 a.m. - 11:45 a.m.
Breakout Sessions
  • Achieving a Goal-Based Advice Model: Building the Optimal Technology Stack (Peter Delano) — Although the wealth industry increasingly recognizes the value of a holistic, goal-based advice model, most firms have to focus on upgrading tools and developing the important end-to end technology integrations. Understand how building a technology platform that simplifies financial planning, portfolio management, and reporting deepens existing client relationships and wins new business.
  • Key Priorities in Retail Banking for 2016 (Craig Focardi) — Learn about the top technology and customer trends driving Retail Banking in 2016.
  • Driving the “Satisfaction” Component of Loyalty Through the Digitization of Customer Communications Management and Servicing (Presented by CEDAR Document Technologies) — Discover what’s in play to build consensus around redeveloping the valuable servicing real estate between enterprise cores and the customers’ doors. Join CEDAR for a fireside chat to learn about the field of integrated communications and servicing technologies as well as the digital servicing community of the future.
12:00 p.m. - 1:00 p.m.
1:00 p.m. - 1:45 p.m.
Breakout Sessions
  • The Blockchain Wave: Preparing Financial Services for the Future (Gert Raeves) — The latest wave of FinTech technologies and breakthroughs are alluring to the back-office function that is looking to attain more than incremental efficiency gains. Learn how financial institutions can leverage the best of FinTech innovations to reengineer the financial supply chain from the inside out.
  • Key Priorities in Commercial Banking for 2016 (Joanne Pollitt) — Learn about the top technology and customer trends driving Commercial Banking in 2016.
  • Battling the Data Disconnect for a Better Customer Experience (Presented by Genesys ) — Financial institutions present themselves to customers as a single entity while, in fact, their system of record is a disparate collection, often requiring multiple authentications and transfers to answer even the simplest question. Additionally, the prospect — that much sought-after new customer — is not represented within the system of record at all and so flounders untended because the financial institution has no established way of seeing the prospect’s journey. In this session, Genesys will discuss how to transition from systems of record to a single system of engagement to dramatically improve the customer experience and increase sales.
2:00 p.m. - 2:45 p.m.
  • Accelerating Corporate Clock Speed (Chris Mixter) — Enterprises must move faster to gain competitive advantage and manage emerging risks, and technology is increasingly the driver of corporate speed. However, 63% of business leaders believe their enterprises are too slow to exploit technology opportunities. Learn how progressive companies ensure that technology effectively accelerates corporate “clock speed” by improving handoffs between technology stakeholders, triaging and simplifying management processes and methodologies, and not escalating lower-value decisions.
2:45 p.m. - 3:30 p.m.
Networking Hall Exploration
3:30 p.m. - 4:15 p.m.
Breakout Sessions
  • Accelerating Technology Project Speed: Meeting Evolving Customer Needs (Bruce Young) — Technology’s role in the financial services firm has transitioned from constructing products to enhancing customer interactions, which places a new premium on speed of technology value delivery. Discover how firms are focusing more time in planning-oriented tasks to improve strategic clarity on the front end of each project rather than primarily investing in project implementation and development speed.
  • Winning Sales with Differentiated Insights: Identifying and Managing Front-Line Competencies (Panel) (Emma Perlmutter) — With the increasing commoditization of advice, product, and service across the industry, realigning talent development toward delivering action-oriented guidance is more critical than ever. Learn how Challenger competencies such as the ability to build productive tension and motivate client action, work to accelerate advisor and relationship manager performance, drive sales, and increase client loyalty.
  • Operationalizing the Reach of Social Media to Build Relationships at Scale (Presented by LinkedIn Corporation) — Social media platforms can complement existing relationship management strategies by balancing leverage and reach with intimacy and personalization. Learn how LinkedIn views the behavioral shift necessary to empower revenue producing teams to become modern day “social sellers.” Be prepared to take away several simple yet effective tips to launch this change into motion.
  • Delivering on Marketing's Promise to Drive Sales: Unlocking the Power of Content Across the Customer
    (Presented by Kyle Rees) —
    Marketing’s expansion into digital platforms has come with a critical new responsibility – demand generation – yet just 3% of marketing-sourced leads convert to revenue. Learn how leading organizations improve lead conversion by developing content marketing campaigns that 1) indicate where a customer is in the buying process, 2) move the buyer forward from one stage to the next and 3) signal whether the customer is ready to talk to Sales.
4:30 p.m. - 5:15 p.m.
Breakout Sessions
  • Elevating  CRM and Data Analytics: Guidance for Staff and Customers (Panel) (Nicole Sturgill) — As the number of interactions between banks and customers increases exponentially across channels, firms are finding it difficult to manage the volumes of data to effectively engage customers and build relationships. Uncover the key elements of CRM solutions that go beyond simply managing information for more personalized offer delivery to driving a new kind of value by helping customers manage tasks, learn, and activate solutions.
  • Mapping the Future of Enterprise Payments: Making the Shift from Transactions to Services (Andy Schmidt) — Financial institutions find themselves in a market where many need to modernize old infrastructures to capture new revenue streams and prepare for real-time payments. To remain competitive, a new approach is required. Learn how banks can — and must — shift market perceptions from transaction pricing to value-added services in order to meet revenue and profit targets while attracting and retaining clients.
  • Making Virtual Advice and Financial Planning Possible (Presented by MoneyGuidePro ) — In the new environment of DOL regulations and the Best Interest Contract Exemption (BIC), financial planning has moved to the forefront for financial institutions and firms of all types. However, based on a recent proprietary survey of 1,200 financial advisors/advisory firms, financial planning adoption is harder than many expect. Everyone needs and deserves a quality financial plan, but how can your firm deliver? During this session, we will demonstrate the importance of delivering a quality financial plan to your clients and prospects in a scalable, engaging manner that has never before been possible.
5:15 p.m. - 6:15 p.m.
Cocktail Reception
8:30 a.m. - 9:00 a.m.
9:00 a.m. - 9:45 a.m.
Breakout Sessions
  • Modernizing the Platform: Aligning Core Systems with Profitable Digital Experiences (Craig Focardi and Bob Hunt) — Banking executives are challenged with transitioning legacy technology platforms to make room for improved capabilities without disrupting their firms’ current operating environments and near-term business objectives. Understand how core system modernization investments must better connect and coordinate transactional activities to improve customer journeys, and to ensure near-term ROI.
  • Rethinking Compliance: Leveraging Data to Improve Product and Customer Opportunities (Andy Schmidt) — With nearly 50% of institutions reporting increases in compliance investments in the coming year, many bankers believe that compliance is starving the business of needed investments in data and customer insight. Learn why compliance spend is actually insight spend, and how banks are leaning on compliance for clean and actionable customer data.
  • Accelerating Toward the Bank of the Future: Leveraging Big Data Analytics to Help Customers Optimize Working Capital (Presented by Pragmatix) — The evolving paradigm in which banks compete through leveraging big data analytics provides an imminent competitive threat as well as an opportunity to help customers optimize payments and make better decisions. Anup Basrurkar, Board member at Pragmatix, Dinesh Venkatasubramanian, co-founder and Board member at Pragmatix, and Arun Sinha, Managing Director, Citibank N.A., will share a case study illustrating how the bank used proprietary “data accelerators” to leverage data, machine learning, and predictive analytics to provide cutting edge solutions to the firm’s commercial banking clients.
10:00 a.m. - 10:45 a.m.
  • Overcoming Cultural Barriers to Transformational ChangeLeading institutions are earning customer loyalty through a variety of different approaches. What they share, however, is an ability to rally diverse internal stakeholders around their strategies and effect cultural change. As the final plenary session at this year's Summit, senior financial institution executives will discuss how they led their organizations through the often difficult cultural aspects that accompany transformational change. Panelists include:
    • Carlos Upegui, President, Banco Popular of Colombia
    • Graham Bromley, Pincipal, Bromley & Associates LLC
    • Nina Charnley, Senior Managing Director, Head of Customer Experience, TIAA
    • Wellington Holbrook, Executive Vice President of Business & Agriculture, ATB Financial
11:00 a.m. - 11:45 a.m.
Breakout Sessions
  • Redefining Operational Excellence: Building End-to-End Processes for the Digital Age (Panel) (Scott Rothman) — The rising focus on digital exposes a growing gap between the promised front-end experience and complex fulfillment demands. Hear directly from your peers the lessons they’ve learned as well as the solutions they’re implementing to drive end-to-end success in the digital world. This cross-functional and interactive panel will feature perspectives from: Rahul Magan, VP, Global Operations, MetLife; Daniel Terrasi, SVP, Business Information Officer, U.S. Bank; Alan Katzman, AVP, Technology Strategy and Business Architecture, Lincoln Financial; and Jennifer Daugherty, SVP, Director Omni-Channel Strategy, Fifth Third Bank.
  • Security Experiences that Drive Customer Confidence: Optimizing for Passwords, Biometrics, and the FFIEC (Jason Malo) — Mobile devices have taken on an even greater role in consumer banking, biometrics have gone mainstream, and transactional analytics have streamlined fraud detection; however, data breaches and identity theft losses have never been higher. Understand why plans to offer a “frictionless” security experience are flawed, and how providers can more effectively respond by adopting security controls that balance risk, customer experience, and confidence.
  • Creating Sustainable Card Loyalty Programs: Moving Beyond Rewards (Brian Riley) — The 30-year old model of incenting cardholders with reward points to deepen customer relationships and build loyalty is expensive and under scrutiny by regulatory agencies. Uncover what payment service providers can do to enhance their products with designs and features that can increase customer preference, ranging from mobile wallets to payment terms.