July 29 - 31, 2019
Westin Copley Place, Boston MA
Past Speakers (2018)
Executive Director, Senior Experience Owner
During Deborah’s fifteen years experience in Financial Services, she has worked on a wide variety of efforts, ranging from Operations and Product Management, to Diversity & Inclusion, as well as Program/Project Management. She also has extensive expertise in Strategic Business Transformations, leading cross-functional teams to the development and execution of strategic roadmaps requiring integration across multiple lines of business and staff agencies. In 2015, she launched USAA’s first gender diversity business group, Elevate, designed to create inclusive opportunities and improve business results through enhanced diversity of thought. Deborah holds a B.S. in Business Administration, as well as an M.B.A. from University of Phoenix. She is an avid world traveler and takes off from San Antonio, TX where she resides with her family.
VP of Customer Experience
Global Head of Marketing Innovation, Investment Services
VP of Cognitive Design
Director of Content Strategy
Bank of the West
Christine leads a team of UX content strategists at Bank of the West in San Francisco. Her team is focused on providing effective digital content strategy solutions for the bank and their customers.
Christine is a content strategist with a UX, IA and library science background, and she sees herself as the glue between creatives, developers, and other disciplines on digital teams. She uses her systems knowledge to see patterns, and her love of storytelling to help people see unique solutions for their difficult problems. Christine’s been in the digital space since 2000, working at the forefront of innovation in the fields of search technology, software, mobile payments, with agencies such as Method, Sapient, and R/GA’s embedded team at Google.
Head of Digital Research
Jane Henshaw oversees the digital decision-making and experimentation team within the Vanguard Center for Investor Research. The goal of her team is to understand how web and mobile environments shape financial choices.
In their research agenda, Ms. Henshaw and her team seek to develop insights into the fundamental nature of investor decision-making, drawing from Vanguard administrative and digital data sets. Their experimental work brings scientific rigor to the evaluation of behavioral interventions, particularly in a digital setting. The scope of their work includes the emerging question of financial attention; digital design and its effect on portfolio allocation, savings and spending behavior; and the varying impact of mobile versus web technology in shaping investor attention, choice and patience.
Ms. Henshaw spent fifteen years working in IT prior to moving onto the Center’s research team. She led the implementation and evaluation of digital enrollment and savings “nudges” directed at participants in defined contribution plans. She graduated with her B.A. from the University of Richmond and spent her years prior to Vanguard in IT consulting at U.S. government facilities.
VP Market Intelligence
AVP, Digital Experience Design, WF Virtual Channels
Director, Digital Experience
Chief Strategy Officer
Chief Experience Officer
Vice President of Member Service Experience
SchoolsFirst Federal Credit Union
Lori has held a variety of roles including, Branch Manager and Consumer Loan Manager.
Lori holds a Bachelor’s Degree in Organizational Leadership from Chapman University and is a graduate of Western CUNA Management School. She earned a Master’s Degree in Business Administration (MBA) and Organizational Leadership Graduate Certificate from Brandman University.
Lori resides in Orange County, CA with her family and is an avid fan of Disneyland.
Chief Marketing Officer
Randi serves as Chief Marketing Officer for Cross River, where she leads brand strategy, PR, omni-channel marketing and sales support. Previously, Randi spent 26 years at American Express in a variety of digital marketing roles. Her most recent was VP, Brand Strategy and Innovation where she oversaw the relaunch of the OPEN brand, the small business division of American Express. She also ran all digital channels including OPEN Forum, an online community for small business owners. In this capacity, Randi also ran the award-winning Small Business Saturday for two years.
Throughout her career, Randi has applied customer-first principles to complex business problems and has a track record of driving efficiencies in brand, acquisition and loyalty. Randi earned a Bachelor’s degree from Tufts University and resides in Tarrytown, NY with her husband, three sons, her dog Snoops, and bird Woodstock.
Director, Experience Design and Implementation
Director, Social Intelligence
Design Research Lead
Vice President, Member Experience
Bethpage Federal Credit Union
VP Design Strategy
Director, Client Experience, Workplace Solutions
Prior to joining TD Ameritrade, Liz served as Director, Retail Retirement at Merrill Lynch, E*Trade and TD Waterhouse, where she was responsible for product development, client experience and sales support for new products, as well as evaluating levels of customer satisfaction and the overall effectiveness of product strategies for clients and advisors.
Liz has presented at industry conferences on topics ranging from advisor strategies for client service, retirement income planning, and college planning. Liz earned a bachelor degree in Business Administration, and has acquired Series 7, Series 66 and Series 24 licenses.
With over two decades in financial services, leading teams in client experience, marketing, product development and management as well as operations, Liz’s background provides a keen understanding of client needs, as well as the ability to develop the solutions that serve those needs.
Creative Director, User Experience
Product Manager of Mobile Banking and Payments
Central 1 Credit Union
Alexander Chan is the Senior Product Manager of digital banking at Central 1 Credit Union in Canada. Alex has been successfully transforming the digital landscape with Canadian credit unions and financial institutions since 2008 from mobile apps to emerging technologies such as conversational user experiences. Alex's background included diverse experience in the investment and financial sectors with Raymond James and Credential Financial
Senior Vice President
Nick Maynard is a Senior Vice President at Commonwealth where he leads efforts to expand the reach of successful innovative solutions by identifying pathways to achieve scale, and collaborating with partners to design for impact. Nick drove the successful, and award-winning Walmart-GreenDot-Commonwealth partnership which culminated in the launch of Prize Savings on the Walmart Money Card in August 2016. Nick also led the creation of the first “Fitbit for Savings” gamified emergency savings app ("SavingsQuest"), recognized as 2016’s Best Prepaid Innovation by PYMNTS.com. He collaborates regularly with the financial services industry to design effective prize-linked savings strategies; has built gamified financial capability tools with partners like Staples, Inc and the FINRA Investor Education Foundation; and works to improve savings access and innovation at key consumer moments, like tax time with the Save Your Refund campaign. He co-authored the Federal Reserve Bank of Boston Communities and Banking piece, “The Gamification Effect: Using Fun to Build Financial Security” and a co-authored the Harvard Business School Finance Working Paper, “Consumer Demand for Prize-Linked Savings: A Preliminary Analysis.” Prior to joining Commonwealth, Nick spent over a decade advising Fortune 500 clients with Deloitte Consulting and Braxton Associates. Nick holds both an MBA from Harvard Business School and an MPP from the Harvard Kennedy School. He also holds a Bachelors of Engineering and Operations Research from Princeton University.
Director, Customer Experience, Office of the Customer Advocate
Claudine Murphy is the Director of Customer Experience for Sallie Mae’s Office of the Customer Advocate. She has been with Sallie Mae for 17 years and has worked in a variety of roles, including Operations, Training and Education, Product Management and Product Development.
As the Director of Customer Experience, she works closely with business and risk partners across the company to drive Customer Experience improvements and remediate risks revealed during complaint research. She created an implemented this process in 2015, and continuously works to refine and optimize it. As a result, many operational and systemic changes have been implemented, driving improved Customer Experience and reducing repeat complaints about avoidable issues.
VP of Customer Experience
For 10 years, Rich has led Eastern Bank’s customer experience efforts managing all aspects of this strategic initiative from program design to VoC measurement and management to in-depth reporting and analysis to chief customer advocate. He tirelessly engages with business line leaders and frontline colleagues to leverage the voice of the customer in a way that drives both a better customer and employee experience that leads to tangible, desirable business outcomes. The result of Rich’s relentless pursuit of this critical outside in perspective has helped sharpen Eastern’s focus on and alignment around customer centric behaviors, attitudes and actions.
Prior to Eastern, Rich’s banking career included stints at Chemical/Chase in New York, Shawmut/Fleet in Boston and as principle of his own strategic consulting firm focused on delivering differentiated value to high-revenue small business and consumer customer segments.
UX Design Director
Woodforest National Bank
Shaazia is currently the UX Design Director for Woodforest National Bank where she leads a team responsible for all aspects of design and marketing for the bank. She was first exposed to the concept of user experience design early in her career as a management consultant for Price Waterhouse Coopers, and then for Arthur Andersen Business Consulting in 1998. After spending a few years as an entrepreneur, she eventually transitioned into her “official” UX design role with HP in 2007. Over the years, she has cultivated relationships on many clients across various industries including: Google, HP, Haliburton, AT&T, Macy’s, Nissan, Skype, Salesforce, Juniper Networks, Autodesk, and more
Customer Solutions, Customer Contact Centre
Shannon is a strategic leader who focuses on transforming businesses through superior customer and employee experiences. She firmly believes that business growth is best achieved by empowering and engaging the employees in such a way that they are passionate about creating an exceptional customer experience no matter if they interact with the customer directly or indirectly. Shannon has been held a variety of positions over the past 20 year, focused on exceptional performance for customers. As a certified Customer Journey Mapper and highly skilled coach, Shannon continually evolved the business she leads to drive loyalty, value and results.
Chief Technology Officer
Chief Marketing Officer
Hancock Whitney Bank
Dan is leading a digitally enabled client-focused transformation as Chief Marketing Officer for Hancock Holding Company with responsibility for overall strategy and execution of marketing for the Hancock Whitney brand. He has previous experience as CMO for another top 50 bank and a national retailer. He has deep experience using marketing and product levers to drive profitable revenue. Dan has been responsible for all marketing functions and the digital / eCommerce consumer channels. Mobile product launches exceeded expectations. He champions a culture of excellence, innovation, and teamwork with his teams. He is frequently asked to speak to marketing, financial services, and technology audiences on a wide range of topics including marketing leadership, marketing metrics/ROI, branding the customer experience, product innovation, channel innovation, mobile, social media, and macro trends shaping the future of business. Recognitions have included the Presidents Circle CMO Award, "Top CMO on Twitter," and "Top 40 under 40."
Senior Vice President Member Services, Chief Retail Officer
Schools Financial Credit Union
Director of Digital
Alissa oversees digital initiatives for the Annuity and Life businesses. She is also responsible for the company’s mobile initiatives.
Prior to joining AXA, Alissa was an Account Director at SapientNitro and R/GA, both leading digital consulting and marketing firms. Previously, she also worked for media companies Disney and Hearst Corporation in strategy and business development.
Alissa graduated from Dartmouth College with a Bachelor of Arts and received an MBA in Marketing from Columbia Business School.
Vice President Member Services
Digital Product Team Lead
Dr. Wei Ding is a digital product strategist and portfolio manager with more than 20 years of experience in user experience design and consumer behavior research. She is a Product Team Lead at the US Consumer Financial Protection Bureau (CFPB), overseeing the ideation, design and development of all consumer-facing digital products. She also held various design leadership positions at other Federal government agencies and private sectors, including Federal Aviation Administration, US Patent and Trademark Office, Marriott International, and Vanguard. She helped institutions establish user experience design disciplines, and led the successful design/redesign of large-scaled ecommerce or government websites, such as uspto.gov, Marriott.com, and vanguard.com.
Dr. Ding has been an adjunct professor at Drexel University teaching graduate level courses since 2006. She has a PhD degree in Information Science from University of Maryland, and BS & MS from Peking University, China. She is the first author of a UX design book titled “Information Architecture: the Design and Integration of Information Spaces” (1st edition 2009, 2nd edition 2017) and is a frequent speaker at professional conferences and industry forums.
Head of Experience Design
Doug Roerden Design
Doug Roerden is an innovative and adaptable experience design leader and coach, driving human-centric digital offerings from vision to reality, using applied curiosity, design thinking, and design strategy. Former Vice President for User Experience Design at Fidelity Investments, Doug collaborated with business, technology, and design partners to lead customer experience for financial services. An international speaker, facilitator, and advisor on several boards, Doug's thought leadership and 20-year design practice bridges personal computing through today's digital worlds for non-profit, education, government, and startups as well as Fortune and Global 500 companies. Doug holds a Bachelor of Music in Jazz Composition & Arranging from Berklee College of Music and is on a mission to make things more intuitive for those who are ready, willing, and able.
CXD – Leader Capital Markets Design Team
Jay DuBois is the Leader of the Capital Markets Customer Experience Design (CXD) Team at Fannie Mae. He leads a tremendous group of designers that challenge the status quo and create intuitive, insight-driven experiences at Fannie Mae. With a focus on uncovering unmet customer needs and delivering consumer-grade customer experience, Mr. DuBois and his team are forging breakthrough solutions to the nation's housing challenges. Before joining Fannie Mae to help build CXD, Mr. DuBois practiced experience design and user research in a consultancy model and worked to stand up the digital services capability at PwC Public Sector. Mr. DuBois is driven by the opportunity to observe and analyze behavior to gain insight and develop salient strategy, and enjoys practicing storytelling toward those ends. Mr. DuBois holds a Bachelor’s Degree in Education from Florida Southern College and a Master’s Degree in Education from the Ohio State University.
VP Strategy & Solutions Architecture CX for Industries
Ernie leads strategic planning and solutions architecture functions, and plays a key role in working with clients in developing strategies to drive business and information technology forward. Ernie is a recognized industry expert in helping companies transforms their businesses utilizing cloud computing solutions
With Deep financial experience (Series 7, 63, 2, Life & Disability, Annuity Contracts, Retirement Plan Consulting, Principal, Branch Manager, & Divisional VP with PaineWebber / UBS and Senior VP at SunTrust. Ernie has been involved with SAAS, PAAS, IAAS, DAAS across multiple integrated products and industry solutions for over 30 years in various capacities (Executive Management, System Integration, Domain Expertise, Data and Integration Thought Leader) across Siebel, Big Machines, Eloqua, Collective Intellect and 100’s of other industry solutions.) With a recent focus on Digital Engagement, he has been working with large financial services institutions around the world.
Global Vice President, Watson Financial Services Solutions IBM Industry Platforms
Vivek is the Global VP of Solutions for IBM Financial Services. He leads a worldwide team of experienced Sales, Technical Sales and Industry consultants who work with major financial institutions to deliver pre-built industry specific solutions in the areas of risk & compliance, client insight, payments & counter fraud.
Alongside his leadership responsibilities Vivek works directly with C-suite executives to share best practices based on his two decades of expertise in financial services. He has personally driven strategic transformation initiatives by leveraging cognitive & advanced analytics at major financial institutions in the recent past. In particular he has an in-depth understanding of financial services use cases around customer centricity, risk & compliance (regtech) and payments.
Vivek has played numerous roles directly related to the financial services industry over the last several years. Directly prior to his current role Vivek led the WW Financial Services Analytics team for IBM. In the years before that Vivek has held a number of leadership positions in financial services including managing the client executive relationship with a top-10 financial institution and heading a strategic consulting practice for financial services globally. He also setup up and grew a financial services sales & delivery practice at Microsoft in the past.
He is recognized as an industry expert and invited to speak at a multitude of industry executive roundtables, technology conferences and universities to highlight real world financial services and big data use cases. Vivek is also regularly interviewed and published by industry journals and think tanks.
Vivek is a recognized IBM management and sales leader with numerous awards and citations. He is an economics and management university graduate from the University of Mumbai and has a post graduate MBA degree from Henley Business School, UK.
When not at IBM, Vivek is passionate about sports, travel and spending time with his family.
Global Solutions Executive & Worldwide Cloud Leader for Financial Services
Dave Zimmerman is IBM’s Global Solutions Executive & Worldwide Cloud Leader for Financial Services.
Dave’s solid business, financial services expertise and deep technical knowledge combine to help clients accelerate results. . .from Fintech start-up’s to the World’s largest core banking transformation engagement supporting 300 million customers.
Previous leadership roles included managing IBM’s Worldwide Core Banking business and Global Vice President at Cap Gemini, Ernst & Young. Dave has over 20-years delivery and engagement experience developed by working with clients on six continents. Contact him at email@example.com.
Senior Field Marketing Manager
Dan Fox serves as Senior Field Marketing Manager at Interactions. For the past 6 years, Dan has served in a variety of roles at Interactions including sales, business development, and marketing communications.
Digital Commerce Managing Director
Jim is responsible for overall development and industry success of Pitney Bowes Digital Commerce Software Solutions within the Financial Services industry vertical. These solutions help clients drive critical growth, productivity, and regulatory imperatives with capabilities such as data quality and location intelligence for single view of customer, digital transformation, and channel optimization.
Prior to joining Pitney Bowes in 2012, Jim spent over 20 years in executive roles at Bank of America and GE Capital where he held positions in strategy development and performance management, innovation and product excellence, and customer experience channel optimization.
Jim holds an MBA from Western New England University, and resides in Charlotte, North Carolina with his wife and two children. He is a car enthusiast who enjoys boating, hiking, and sports.
SVP, Client Experience & Strategy
Senior Vice President & Head of Analytics
Senior Vice President, Customer Experience Practice Leader
Chuck leads the North American customer experience for Kantar TNS, working with both B2C and B2B companies on assessment, measurement and activation of customer experience strategy. Chuck has had a consistent focus working with technology, financial services, media and retail organizations to drive business growth from customer experience programs. Chuck has been an Adjunct Professor of Marketing and a contributor to various media including the Wall Street Journal, New York Times and USA Today as a speaker at industry conferences. Chuck holds a B.S. in Marketing and Management of Information Systems and an MBA in Finance from La Salle University in Philadelphia, PA.
Head of Financial Services Center of Excellence
David leads Publicis.Sapient’s Financial Services Centre of Excellence, which is responsible for supporting clients in thought leadership, innovation, digital transformation, and insight into customer trends. Clients include Goldman Sachs, JPMorgan Chase, U.S Bank, RBS, Visa, TD, Cetera, Brown Advisory, and Travelers.He is a change agent with 20+ years experience as a researcher, planner and brand consultant—sharing his passion for making it fun to be financially healthy.Experience prior to Publicis.Sapient includes strategy for Citi’s global rewards program, MasterCard’s smart card pilot, and American Express’ B2B marketing program.
Head of Financial Services and Banking
Kristin Heaney is the Head of Financial Services and Banking at ContentSquare, a next-gen digital insights platform. She has significant experience in the marketing technology and customer experience space. Before joining ContentSquare, she was a part of IBM's Watson Customer Engagement team working with the financial services industry. Kristin is fascinated by the shift to digital, and by the reinvention of customer service in the age of convenience. Kristin graduated from Lafayette College and is based in New York City.
Creative Director Experience Design
Rushikesh is the service design lead for North America and creative director of experience design at Publicis.Sapient’s Boston office. Most of Rushikesh’s work has been in the financial services sector. He has lead several large-scale digital business transformation projects for clients in B2B banking, asset management, and advisory businesses. His leadership has helped organizations provide better service experiences and align their operations in terms of business processes, organizational structure, policies, and technology to deliver high quality experiences in a cost-effective manner. His approach to service design had helped clients acquire new customers, grow existing accounts and drive operational efficiency.
SVP, Global Business Development
Erich Dietz has 20 years of executive experience spanning consulting, business development, and solutions architecture. At InMoment, Erich works with strategic, enterprise brands to ensure their CX efforts support critical business measures including; revenue generation, operational efficiency, cross-channel service alignment, customer retention, base management, loyalty, and brand advocacy. He is an Adjunct Professor and Board Member for Rutgers CX Master’s Certificate Program and a designated CXPA Expert and regular contributor.
Senior Vice President, Experience
Bryan is the head of experience design for North America as well as being the Executive Creative Director for our New York, Boston and Washington D.C. offices. He has led many client experience programs across our automotive, financial and entertainment clients mostly focused on product innovation. He is a regular contributor to our though leadership platforms and analyst relationships as well as driving our data driven customer experience capabilities.
VP of CX Consulting Services
As VP of CX Consulting Services for Verint, Karen helps organizations translate customer data into actionable insights to drive business decisions.
Prior to working at Verint, Karen spent nearly a decade in customer intelligence and strategic analytics roles at FCB, a global ad agency.
Karen has an MBA from Yale University and a BA from Northwestern University. She is a member of the CXPA.
Senior Director Business Development
Alec is a seasoned corporate strategy leader with a multi-disciplinary background and 17 years of delivering tech driven innovation/growth results across agency and management consulting environments. Part of the North American leadership team for Financial Services, Alec is passionate about the intersection of creativity, technology and business and the role of digital in unlocking transformational growth opportunities. Outside of work, Alec lives in NYC, is an avid street art photographer and races big boats on Long Island Sound. Alec graduated from the University of Southern California where he studied Finance and Philosophy and is a proud member of the Trojan family.
Senior Director, Strategic Consulting
As Head of CX Consulting for MaritzCX, Stacy helps organizations develop and apply the capabilities necessary to understand customer needs and apply their customer insights to drive tangible business results.
Stacy has over 15 years of client-side experience leading customer-focused efforts in the financial services and retail industries. Today, she uses that expertise to help companies develop strategic CX initiatives that provide both outside-in and inside-out perspectives, generate actionable insights, and are supported by strong CX governance. Stacy leads the development of MaritzCX’s thought leadership strategy, and is a regular contributor to industry thought leadership and best practice through her participation in CX events and webinars.
Prior to working at MaritzCX, Stacy spent a decade in leadership roles at American Family Insurance, leading large-scale customer satisfaction programs and change initiatives. Most recently, she aligned multiple care centers on industry-leading operational practices in workforce management, process improvement, training, and quality assurance. She began her career as a district manager for the global grocery store chain, ALDI, Inc.
Stacy has a business degree from Marquette University in Milwaukee, WI. She is on the board of directors for the Western Wisconsin Juvenile Diabetes Research Foundation (JDRF), and a member of the Customer Experience Professionals Association (CXPA).
Director of Sales Engineering
Yogi Pillay is the Director of Sales Engineering at Heap, a company that automates customer analytics for some of the largest online businesses in the world. Prior to Heap, Yogi worked in Sales and Software Engineering at organizations like New Relic and Walmart Labs