Next Gen CX for Financial Services

July 17 - 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

Speakers

Joseph Whitchurch
 Joseph Whitchurch 
Head of Customer Experience and Innovation 
Capital One
Lisa Church
 Lisa Church 
Chief Experience Officer 
1st Advantage Federal Credit Union
Deborah Cornwell
 Deborah Cornwell 
Program Director, Employee Experience 
USAA
Heather Mills
 Heather Mills 
Digital Touchpoints Sr. Analyst 
American Family Insurance
Fanette Singer
 Fanette Singer 
Senior Vice President of Marketing 
Country Financial
Stacey Collins
 Stacey Collins 
Director, Experience Design and Implementation 
BECU
Lea Ammerman
 Lea Ammerman 
Senior Branches Vice President 
Michigan State University Federal Credit Union
Shawn Thomas
 Shawn Thomas 
Senior Service Experience And Client Experience Vice President 
City National Bank
Michelle Buretta
 Michelle Buretta 
Customer Experience Manager 
Genworth Financial
John Stillman
 John Stillman 
Social Media Operations Manager 
BECU
Pamela Wong
 Pamela Wong 
AVP, Corporate Strategy 
Manulife
Natalie Higgins
 Natalie Higgins 
Senior Consumer Finance and Customer Experience Vice President 
Citizens Bank
Anne Witherspoon
 Anne Witherspoon 
Senior Vice President 
Texas Capital Bank
Drew Brooks
 Drew Brooks 
VP, Digital Channel Strategy 
First Tennessee Bank
Gina Bhawalkar
 Gina Bhawalkar 
Director of Customer Experience Research, VP 
Bank of the West
 Dan Roan 
Service Design Product Analyst 
CFPB
 Peter Khanahmadi 
Sr. Fellow for Service Design 
CFPB
Utibe Bassey
 Utibe Bassey 
Director of Customer Experience 
MetLife
Penny Steckly
 Penny Steckly 
, Program Director - Voice of the Customer, Canadian Division 
Manulife
Ben Hoffman
 Ben Hoffman 
AVP User and Customer Experience 
Hanover Insurance
Amy Mendenhall
 Amy Mendenhall 
Customer Experience Strategy Vice President 
UMB Bank
Rich Dorfman
 Rich Dorfman 
VP of Marketing 
Eastern Bank
 Kishore Siva 
SVP & Customer Experience Strategy Lead 
Wells Fargo
Bill Schimikowski
 Bill Schimikowski 
Vice President, Customer Experience 
Fidelity Investments
Joyce Clark Sarnacki
 Joyce Clark Sarnacki 
EVP, Chief Customer Experience Officer 
Bangor Savings Bank
Valeska O'leary
 Valeska O'leary 
Director Of User Experience , Web Strategy 
Sallie Mae, Inc.
Karl Sharicz
 Karl Sharicz 
Customer Experience Analyst 
Eastern Bank
Alex de la Cruz
 Alex de la Cruz 
VP of Member Experience 
First Tech Federal Credit Union
Lisha Davis
 Lisha Davis 
Client Executive, Flagship Services 
Vanguard Group
Susan Fabry
 Susan Fabry 
Director, Analytics and Insights 
Sun Life Financial
Sharon Scanlon
 Sharon Scanlon 
Senior Vice President, Head of RPS Customer Experience 
Lincoln
Karen Behboudi
 Karen Behboudi 
Director Client Experience 
CI Investments
Daniel Long
 Daniel Long 
Cxo 
Newtown Savings Bank
Mike Rehorst
 Mike Rehorst 
Director Client Experience Strategy & Design, 
Northwestern Mutual
Margot Dear
 Margot Dear 
Senior Director, User Experience, Added Value Services 
ADP, LLC.
Roberto Petrillo
 Roberto Petrillo 
Global Customer Experience - Loyalty Economics 
AIG
Alan Bergstrom
 Alan Bergstrom 
CMO 
Community Choice Credit Union
Lauren Palmer
 Lauren Palmer 
Senior Director, User Research 
PayPal
Natalie Wong
 Natalie Wong 
Vice President Customer Experience 
Prudential
Tim Hong
 Tim Hong 
SVP of Marketing and Product 
MoneyLion
 Eric VonDohlen 
Chief Analytics Officer 
Elevate
Tiffani Chambers
 Tiffani Chambers 
Managing Director and Head of Operations Client Services 
Goldman Sachs
Jon Podolsky
 Jon Podolsky 
Vice President Experience Strategy and Service Design 
Mad*Pow
Mike Kirkpatrick
 Mike Kirkpatrick 
SVP, Client Experience & Strategy 
Mad*Pow
Elizabeth Robillard
 Elizabeth Robillard 
Event Director 
CXFS
As an Event Director at Worldwide Business Research, Elizabeth oversees the organization of four business conferences per year. Conference organization includes conducting extensive phone research with 60+ industry experts per event, using call notes to compile a three day conference program that encapsulates top research takeaways, confirming a roster of 40-50 industry leading speakers for each program, working with our marketing team to write effective copy for all outbound marketing messages, coordinating with sales and logistics teams to ensure the best possible onsite experience and prepping for and running the live event. Most recently, she has taken over conference production for WBR’s customer experience vertical, which includes planning and executing the flagship event Next Generation Customer Experience- a cross industry event that attracts 400 CX practitioners yearly. Prior to serving as event director, Elizabeth was assisting the events department with industry research and planning and executing industry webinars for WBR Digital. She currently lives in New York City.