Next Gen CX for Financial Services

July 17 - 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


 Lea Ammerman
Lea Ammerman Senior Branches Vice President Michigan State University Federal Credit Union
Lea Ammerman serves as the Executive Vice President of Member Services at Michigan State University Federal Credit Union (MSUFCU). Ammerman has worked in the financial industry since 1989, with experience as a teller, loan officer, branch manager, and as an executive. She began at MSUFCU in 2002 and currently oversees the member-facing areas of the Credit Union, including branches, call center, eServices, and specialty and support services. Ammerman is extremely active in the Greater Lansing and Michigan State University (MSU) communities. She recently served on the MSU Executive MBA Alumni Association Board of Directors, where she spoke to women’s groups about career development, and currently serves on the Junior Achievement of Mid-Michigan Board of Directors as the Volunteer Chairperson. Additionally, Ammerman actively volunteers by mentoring MSU students and speaking to student groups, among other community initiatives.

Ammerman received a Bachelor of Business Administration from Northwood University and a Master of Business Administration from Michigan State University.

MSUFCU has an asset size of over $3.41 billion, over 232,000 members worldwide, and more than 730 employees. It is the largest universitybased credit union in the world. In 2016, MSUFCU was recognized as one of Fortune’s 50 Best Workplaces for New College Grads, as well as the #1 Top Workplace in the large employer category on the Detroit Free Press Top Workplaces list. Also in 2016, MSUFCU was selected as one of the nation’s Best and Brightest Companies to Work For® and Best and Brightest in Wellness™ by the National Association for Business Resources. Additionally, MSUFCU was recognized as fifth in the nation for its financial education program by the National Youth Involvement Board, and received the Lansing Regional Chamber of Commerce Regional Growth Award in 2016. MSUFCU has a national reputation for excellence, winning the 2014 National Association of Federal Credit Unions National Credit Union of the Year award.

Day One: Achieving a Holistic View of Your Customer

4:20 PM Moderator Led Champagne Roundtable Discussions:

1. The Power of CX Councils, Advocate Teams and Working Groups

2. Lean, Agile, Flexible: How Your Legacy Brand Can Apply Startup Principles

3. Using The Power Of Storytelling To Create Emotionally Engaging Experiences
Penny Steckly, Program Director - Voice of the Customer, Canadian Division,

4. Taking Risks in a Risk-Averse World: Balancing Innovation with Compliance

5. R&D: Measuring and Benchmarking Against Your Competition
Karl Sharicz, Customer Experience Analyst, Eastern Bank

6. Using UX to Inform CX

7. Branch of the Future: Understanding the Evolving Role of Your Brick and
Mortar Outposts
Lea Ammerman, MBA, Executive Vice President of Member Services, Michigan
State University Federal Credit Union

8. Centralized or Decentralized CX? What Works Best
Drew Brooks, VP of Digital Channel Strategy, First Tennessee Bank

If you are interested leading one of the available roundtables, please be in touch
with James Miguel at