CXFS 2019

July 29 - 31, 2019

Westin Copley Place, Boston MA

Past Speakers (2018)

Deborah Cornwell
Executive Director, Senior Experience Owner
Deborah is currently a Senior Experience Owner for Property Insurance at USAA, and recently led the Employee Experience team. She leads a diverse team, across a multitude of disciplines and methodologies, to develop beautiful end to end Experiences. Deborah and her team utilize member and employee feedback as well as user-centered design methodologies to help shape project efforts and collaborate across USAA, partnering closely with stakeholders at all levels.

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.
Jill Costa
VP of Customer Experience
US Bank
Jill leads the Customer Experience Management team at U.S. Bank’s Call Centers and more than 2,000 branches. Jill is from Southern California and her office is in Irvine, CA. She has been with US Bank for 28 years
Martin Lange
Global Head of Marketing Innovation, Investment Services
BNY Mellon
As Global Head of Marketing Innovation Martin is identifying and implementing best-in-class marketing engagement and client experience programs. He develops new strategic capabilities, elevates best practice frameworks and pilots new ways of client engagement. He is a strategic adviser on growth opportunities, innovation strategy and client experience. Prior to joining BNY Mellon Martin held various digital strategy roles at Ogilvy & Mather, a global marketing services company. In these roles he has been helping Ogilvy’s clients navigate the challenges and opportunities that spring from digital transformation. He also led Ogilvy’s global mobile marketing practice where he was responsible for integrating mobile strategy programs into the business programs for Ogilvy’s clients. He has been responsible for the launch of the global DuPont digital platform and led the retail, digital and CRM account for British Airways in North America. Martin started his career at argonauten G2 in Germany as project manager, consultant and ultimately as managing director of their Berlin office. In his career he ran digital strategy and platform initiatives for companies like Coca-Cola, Merck, Nestle, Volkswagen, and Allianz. His speaking engagements range from the Cannes Lions Festival, Mobile World Congress to Harvard Business School. He is a published author and winner of WPP’s Atticus Award. He has been honored to be a jury member for the Mobile category at the Cannes Lions Festival in 2013. Martin holds a degree as “Diplom Kaufmann” (equivalent to MBA) from the Westfaelische-Wilhelms Universitaet in Muenster, Germany.
Evan Gerber
VP of Cognitive Design
Fidelity Investments
Since the late ‘90s, Evan has been designing and building at the emerging edge of digital customer experiences across product and marketing channels. An avid technophile, he is fascinated by the interplay of business need, technology capability, and consumer behavior. A passionate advocate for embracing change while maintaining high standards for on time delivery driven by customer focused thinking, Evan is recognized in his organization and beyond as a big thinker with pragmatic, results driven roots. Currently, Evan is helping drive cultural change in Fidelity as the organization moves beyond the web into a post-app world across it’s suite of digital tools. Prior to this role, Evan headed up a UX team for a leading agency in San Francisco, ensuring that a broad array of clients, from leading millennial brands to established financial players, were creating and executing on award winning mobile projects, as well as tech heavy and cross channel efforts. Evan is a well known writer and speaker, including such high profile venues as Forbes Magazine, the Mobile World Congress, and Ad:Tech. When Evan isn’t at work or obsessively reading about all of the amazing things going on in our world, he is probably outside climbing or inside cooking.
Christine Beck
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. 

Dave Schwertfeger
Senior Director, Channel Optimization, Retail Distribution
Sonal Bullard
Director of Client Experience
Tosin Odesanya
Head of Digital Self-Servicing
Jane Henshaw
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.

Natalie Higgins
Senior Consumer Finance and Customer Experience Vice President
Citizens Bank
Michael Marx
VP Market Intelligence
Michael Marx is currently Senior Director of Visa Inc. Research and Insights. In this capacity, Mr. Marx is responsible for consulting and communicating with Visa payment card issuing clients and accepting merchants on all aspects of intelligence including market research, market intelligence, competitive intelligence and consumer trends that are ultimately relevant to the payments business. Mr. Marx is a frequent speaker at industry conferences where he discusses key segments of the population who will drive the payments business going forward as well as ground-breaking Visa research efforts that contribute to the furtherance of its partners’ business. Prior to joining Visa in 1996, Mr. Marx served for 11 years as manager of the corporate market research function at Wells Fargo. He has also held research positions at Clorox and Market Facts. Mr. Marx holds a B.A. in Politics from the University of California, Santa Cruz and an M.A. in Communications from the University of Pennsylvania.
Richard Charette
AVP, Digital Experience Design, WF Virtual Channels
Wells Fargo
Richard Charette is the co-leader of Wells Fargo’s Sales Experience Team responsible for the design of Wells Fargo’s public site including the application and fulfillment experiences of Wells Fargo products. With over 25 years of industry experience, he has lead experience design teams for brands like SAP, Cisco, Tesla, and Microsoft. Richard started his career as a software engineer and founded Equisoft, a company specialized in the design and delivery of life insurance and wealth management solutions. After spending several years leading development teams, he focused his career on the delivery of great experiences by joining exceptional digital agencies like Scient and Organic, and being part of the adventure of Microsoft’s Studio 415 in San Francisco. Richard is a true citizen of the world as he spent his youth between Canada and Europe, and worked on 5 different continents. Richard is an accomplished Great Highland bagpipe player, an avid Brazilian jiu-jitsu grappler, and has a passion for learning. He is a graduate from the Ecole Polytechnique de Montreal and served with the Canadian Armed Forces.
Marco Leon
Director, Digital Experience
Marco Leon got his start at the intersect of User Experience and Finance in the year 2000 when Citi was the first major institution to implement an email-based peer-to-peer payment system. He has worked on numerous initiatives since and currently serves as Director of User Experience for the Emerging Affluent segment in UBS's Global Wealth Management division, having previously served in the Investment Bank division. Using the 4D process ("Define, Design, Develop and Deliver"), he validates concepts and direction with management and stakeholders, confirms their validity with end-users, collaborates with User Experience and Interaction Designers and runs the development and QA process in Agile, then supports release and post-release activities with Marketing, Training, Support and Analytics –the latter being immensely helpful for data-driven decision-making and continuous improvement.
Sabrina Basht
Chief Strategy Officer
Marlette Funding
In the role of Chief Strategy Officer, Sabrina is responsible for developing new and innovative strategies supporting their customer-centric mission and communicating the strategy to the market. Sabrina joined the company in 2014 as the general manager of their partnership business. She spent 2017 leading an in-depth consumer research initiative to inform the next chapter for the company and shape the direction of Best Egg’s brand. Prior to that, she spent over 20 years leading successful business development and marketing teams in large global banks and high growth start-ups. She has cultivated and managed business relationships with some of the most sought-after Fortune 500 companies across many different industries including travel and entertainment, retail, financial services, technology and telecommunications.
Mona Jantzi
Chief Experience Officer
Barclays US
Mona Jantzi, Chief Experience Officer, Barclays US, has more than 24 years of experience as a general manager and analytical leader in the banking and credit card industry. Focused on end-to-end customer experience, Mona manages strategies to ensure a positive customer experience focused on providing value and driving effortless interactions. Mona also leads the strategic analytics team, which uses machine learning and other techniques to help Barclays make informed decisions and advance the bank to become one of the highest advocated financial service providers.
Tasneem Hajara
Senior Director, Head of Digital Retail & Advice Channel Technology
Lori Garcia
Vice President of Member Service Experience
SchoolsFirst Federal Credit Union
Lori Garcia is Vice President, Member Service Experience for SchoolsFirst Federal Credit Union.   Lori’s role is to ensure the credit union continues to develop comprehensive plans to improve Member service, identify trends and take action that will lead to successful implementation of service programs and improve Members’ experiences. 

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.

Randi Schochet
Chief Marketing Officer
Cross River

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.

Stacey Collins
Director, Experience Design and Implementation
Stacey Collins is the Director of Experience Design at BECU, the largest credit union in Washington State (Tukwila, WA).  As a member owned-cooperative, the member experience is essential to deliver on our brand promise and to the mission of people helping people.  Stacey has led various teams at BECU since 2003 developing CX and UX capabilities including voice of member analytics and insights, user research methods, and social communities to inform business initiatives, product and service strategy, and experience enhancements. She earned her Certified Customer Experience Professional (CCXP) accreditation in 2015 and is an active member of the Customer Experience Professionals Association (CXPA).  A native of the Pacific Northwest, Stacey shares her love for design, music, and travel with her husband, 3 sons, and 3 incredibly spoiled dogs. 
Troy Janisch
Director, Social Intelligence
U.S. Bank
Troy Janisch is VP/Director of the Social Intelligence team at U.S. Bank and teaches MBA courses for St. Catherine University. He is a social media beatnik, blogger, author, and marketer with two decades of experience. Troy blogs at
Jason Goupil
Design Research Lead
Jason Goupil currently works on Nationwide’s UX team, but his 10+ years of experience span many industries and fields. Throughout his career he has worked on a variety of transformational efforts like the evolution of NASA’s communication materials for today’s youth and the development of differentiated brands for colleges and universities across the nation, some of which are in Boston’s own backyard. His toolkit of design research methodologies, strategic thinking, and graphic design know-how merge into an ability to deliver insights that are both verbally and visually profound. But his creative fine art background bleeds over into his research practice where the ability to embrace ambiguity and think abstractly best comes to life. He currently is focused on an enterprise-wide initiative at Nationwide where customer-centric principles are being used to drive institutional change. His team is spearheading an innovative approach to run multiple fast-tracks sprints in partnership with internal businesses using a design thinking methodology. Jason holds a BA in Graphic Design from Cleveland State University and a MFA in Visual Communication Design from Kent State University. He’s the owner of a mural company in Lancaster, Ohio where he and his partner Dave create community-relevant artwork.
Jill Hart
Digital Voice of the Customer Lead
TD Bank
Karen Sweeney
Vice President, Member Experience
Bethpage Federal Credit Union
In 2015, Karen Sweeney joined Bethpage Federal Credit Union as Vice President of Member Experience. She is pioneering a team of professionals focused on differentiating Bethpage as a leader in member experience within the financial services industry. She leads the alignment of Bethpage’s member experience vision with the organization’s product and service delivery and ensures Bethpage members are a top priority as the organization seeks opportunities to adapt to changes in the financial industry such as increased member service expectations and advancements in technology. Bringing over 20 years of customer experience management knowledge, Karen previously held an 11 year career at American Express, where she focused on the digital customer experience for American Express Travel and Membership Rewards. She was awarded the 2008 Chairman’s’ Award at American Express for her work in seamlessly transitioning call center operations offshore while maintaining record breaking year over year growth of the online travel channel. Karen is a graduate of Teacher’s College, Columbia University with a Masters in Communications and Education. She is an active community resident, serving on the board for the Girl Scouts of Suffolk County, as well as her local elementary school, St. Peter’s School. She resides in Port Washington with her three children and husband.
Lawrence Lipkin
VP Design Strategy
Fidelity Investments
Lawrence is the site leader for Fidelity's New Jersey User Experience Design office, working on a variety of products and services to fulfill the mission of creating the best customer experience in the financial services industry. Lawrence’s past enterprise creative leadership roles included Goldman Sachs, TD Ameritrade, and digital innovation agencies: frog design, and Organic Inc. He has directed successful initiatives for GE, CA Technologies, Fannie Mae. He has a Masters degree from NYU’s Interactive Telecommunications Program.
Liz Butler
Director, Client Experience, Workplace Solutions
TD Ameritrade
Liz Butler joined TD Ameritrade in March 2010. Liz’s team works with business partners across Strategy and Product, Marketing and Service in the development of solutions and support specific to our corporate clients and their employees. Before this role, Liz led the Client Solutions team within Marketing.

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.

Josephine Holmboe
Creative Director, User Experience
As Creative Director for User Experience Design at Fidelity Investments, Josephine Holmboe has over 20 years leading teams and creating designs that range from responsive applications to full product suites and has established visual languages, data visualizations and design systems for complex data. In her leadership role, Josephine has employed various techniques such as Design Thinking, Visual Thinking Strategies and Co-designing with Business partners as a means towards achieving solutions that provide the best user experience possible.
Alexander Chan
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

Manan Singh
VP Product and Optimization
Nick Maynard
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  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.

Claudine Murphy
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. 

David Wall
Senior Web Analytics Lead, Center of Excellence
Voya Financial
Andrea Plant
VP of Process Improvement
First Citizens Bank
Rich Dorfman
VP of Customer Experience
Eastern Bank

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.

Shaazia Stonehocker
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

Shannon Burch
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.

Arjun Kannan
Chief Technology Officer
Climb Credit
As an experienced engineering and product leader, Arjun ran engineering teams building digital risk management systems at BlackRock. Prior to that, he ran developer experience teams and risk reporting infrastructure teams, overseeing analytics on 14+ trillion dollars of assets under management.
Dan Marks
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."

Steve Langley
Senior Vice President Member Services, Chief Retail Officer
Schools Financial Credit Union
Steve Langley has been part of the credit union movement for over 25 years. He currently holds the position as Senior Vice President/Chief Retail Officer for Schools Financial Credit Union in Sacramento California where he is responsible for the oversight of all retail business to include Branches, Call Centers, Special Services, Investment and Insurance Services, Facilities and Member Services Support. In this capacity he is responsible for the daily operations as well as the strategic direction for growing all lines of business. Steve is a dynamic public speaker who frequently speaks at industry conferences and workshops. Steve enjoys sharing his philosophy of providing ‘extraordinary service while at the same time building strong sales cultures’ throughout the credit union movement. Steve is the former Chair of the CUNA Operations, Sales and Service Executive Committee and a member of the CUNA Executive Council. He currently services on the CUNA ‘Creating Awareness’ Committee. Steve was recently appointed as the ‘Honorary Vice Wing Commander’ at Travis Air Force Base where he will serve over the next year. He has a bachelor’s degree in education from Southern Illinois University and a Master of Arts degree in organizational leadership and human resources from Chapman University. Steve is also a 2003 honors graduate from the Western CUNA Management School and has served on the faculty of Chapman University. Finally, Steve was recently selected by CUNA as the Operations & Member Experience Professional of the Year – 2017. He was chosen from more than 1000 industry professionals.
Sue Hoffman
AVP of Customer Experience
Colonial Life
Alissa Peck
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.

Tom Modestino
Director, Market Research
John Hancock Retirement Plan Services
Tom Wambaugh
Vice President Member Services
In 1994, Tom Wambaugh started his career as a part-time teller. Since then, he has worked in just about every position there is in retail banking. After 13 years at a big bank, Tom decided to give the credit union side of the industry a try and, in 2008, became the Vice President of Member Services for Greater Nevada Credit Union. Tom is grateful for the opportunities he has every day to help more people live greater at GNCU. When not doing that, he loves spending time with his high-school sweetheart (married for 22 years) and their four children.
Wei Ding
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,, and 

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.

Doug Roerden
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.

William "Jay" DuBois
CXD – Leader Capital Markets Design Team
Fannie Mae

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.

Ernie Megazzini
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.

Vivek Bajaj
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.

David Zimmerman
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 

Dan Fox
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.

Jim Burnick
Digital Commerce Managing Director
Pitney Bowes

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.

Mike Kirkpatrick
SVP, Client Experience & Strategy
Michael is Senior Vice President, Client Experience & Strategy for Mad*Pow a Boston-based, independent agency focused on leveraging behavioral psychology, data science and Design to deliver transformational results. At Mad*Pow Michael is responsible for helping create groundbreaking digital experiences for clients across Healthcare and Financial Services. Michael leads Mad*Pow’s Financial Services practice, designed to drive financial inclusion and make an impact on the lives of the financially underserved. Michael launched and runs an annual conference for executives to explore how design can help drive financial wellbeing. As a designer, Michael spent his career solving problems with a focus human-centered design. Early in his career and in the early days of the internet, Michael built out the web presence for Hasbro, Inc. and drove their achievement as a top 50 web property. Since then, and over the past 20 years Michael has held leadership positions in management consulting, financial services and has spent the past 10 years within the design agency domain. Mike and his teams have been recognized for numerous awards including best-in-show for a hospital website experience delivering first of its kind simplicity to patients and families. Michael is part of the leadership team at the Mad*Pow and is responsible for helping define "what's next" for clients, the agency and the industry and has worked with a variety of clients, including: USAA, Bank of America, Prudential, Fidelity, Blue Cross/Blue Shield, Sanofi, Teva, Emerson Hospital and Tufts Medical Center.
Tom Mowat
Senior Vice President & Head of Analytics
Tom is a Senior Vice President and Head of Analytics. Tom has over ten years' experience in global consulting and is a specialist in the Financial Services, Telecoms and FMCG sectors. He specialises in designing data-led solutions for the most challenging client problems, focusing on sourcing and analysing the most relevant and valuable data. His professional experience began in the Telecoms sector, and has included working on everything from mobile Financial Services to fixed line voice services. As an analyst and industry commentator, his insights have been quoted in The Financial Times, The Wall Street Journal and by Reuters, among others. He has also provided advice to senior stakeholders in countries as diverse as Uganda, China, Brazil and the US.

Brie Tascione
Relay Network
Brie Tascione is CMO and founding member of Relay Network, the mobile engagement automation company that gives businesses the power to create the easiest, most convenient customer interactions. Brie writes on customer experience in the new digital age and her work is frequently published in Forbes. 
Prior to Relay, Brie was the VP of Global Marketing for Citigroup’s innovative electronic payments division. Brie started her career as an account executive in advertising at Arnold Worldwide, where she developed and executed national brand campaigns for Volkswagen of America, GlaxoSmithKline, VF Brands, and Hasbro Games. Brie is a graduate of the University of Richmond.
Chuck White
Senior Vice President, Customer Experience Practice Leader
Kantar TNS

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.

David Poole
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.

Kristin Heaney
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. 

Rushikesh Kulkarni
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.

Erich Dietz
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.

Bryan Hamilton
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.

Karen Gliwa
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.

Nick Herbert
Enterprise Engagement Advisor
Alec Coughlin
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.

Stacy Bolger
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).

Yogi Pillay
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

Elizabeth Robillard
Event Director
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.

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