July 29 - 31, 2019
Westin Copley Place, Boston MA
Chief Customer Experience and Marketing Officer
Melissa Kivett is Senior Vice President and Chief Customer Experience & Marketing Officer at Prudential Financial’s Individual Solutions Group (ISG). As a member of the ISG, Individual Life Insurance and Annuities Senior Leadership Teams, Melissa is responsible for developing consumer insights, marketing, communications and experience strategies to drive innovation, cultivate customer engagement and business growth. Previously, she held several leadership roles at Prudential Annuities and at Assurant.
Leveraging over 25 years of experience in financial services, Melissa has built diverse experience leading teams in investor relations, strategy, consumer insights, communications, innovation, business intelligence, project management and business development to help companies realize profitable growth opportunities.
Melissa’s diverse work including her approach to innovation and strategic business development has received industry recognition from Innovation Leader magazine. Her work in investor relations and branding excellence was also recognized by Institutional Investor and Corporate Executive Board. Melissa has a history of coaching emerging leaders and women, and is currently a coach in the 92Y’s Women inPower Fellowship program.
Senior Vice President, Experience Design
Bank of America
Jarrod is an SVP of Experience Design at Bank of America helping to build an experience design organization, authentic culture, and consistent human-centered design practice across all portfolios. Most notably, he was previously a design director at USAA and a lead designer in the early days of IBM Design. Jarrod cut his teeth on classical graphic design and brand systems back in the day. Today he is focused on championing great user experience at scale. A believer in human-centered design, design thinking, and agile methodologies, he is continually working to deliver delightful intuitive product experiences that have customer and market impact. He has three kids, one dog, four chickens and a sort of mini-pig.
Head of User Experience Design for Treasury Services
Senior Vice President, Client Experience & Strategy
Beth has been with BB&T for 19 years with previous 10 years’ experience with the former Wachovia and First Union banks. She began her banking career as a management associate in the Commercial Lending program. Beth joined BB&T in December 1999 as the Marketing Strategist for Digital Channel Services. In 2001, she became the Marketing Manager for Retail Deposits, and in 2003, joined BB&T Research designing the first client feedback systems for Retail and Commercial Banking, Digital Channels and Wealth.
In 2016, Beth was named the Client Experience Strategy Director to manage the Enterprise Voice of the Client feedback program and Client First Solutions team. She is responsible for driving the client experience culture and strategy (the Perfect Client Experience) across the organization including the BB&T subsidiaries.
Senior Vice President, Experience Design
Karen is the Senior Vice President, Experience Design for Digital Payments & Labs, leading the design of key consumer & customer facing experiences in Mastercard’s broader transition to digital. She is also leading design of our third party developer tools, to bring MasterCard capabilities to a broader set of commerce and money movement innovations in the digital and physical world.
Karen’s focus is connecting business strategy with deep user insights to deliver innovative design solutions at global scale. She’s also expert in design for transactional systems with the unique challenges they present. Prior to joining Mastercard, Karen has held experience design leadership roles at PayPal and JPMorgan Chase. She lives and works in New York City.
Vice President/Director, Social Intelligence
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 Cognitive Design
VP Market Intelligence
SVP, Director of Client & Advisor Experience
SunTrust Private Wealth Management
Sonal joined SunTrust Private Wealth Management in 2006 where she has held a number of positions supporting business growth. She has expertise in driving a differentiated client experience and leveraging programmatic change to enable an improved advisor experience.
Sonal now leads the client experience and the client segmentation strategy team. In addition, she is responsible for the Private Wealth Management client service teams. Sonal oversees client loyalty and satisfaction, client segmentation and target market efforts geared toward women investors and Next Gen/Millenials.
Sonal began her career in management consulting with Accenture in Charlotte, NC. She graduated from the University of South Carolina with Bachelor of Science degrees in Finance and Marketing. Sonal lives in Atlanta with her husband Mark, son and daughter.
Senior Business Director, Product, Operations, CX
Arya Kalla leads the Web based product experience for Auto Navigator, Capital One’s Consumer Auto Finance business within Financial Services. Her organization is responsible for helping customers find and finance a deal on Capital One’s leading-edge car buying product, Auto Navigator
Arya has worked in several business areas during her eleven plus year career with Capital One. Previous roles include leading Operations for Auto Navigator, leading marketing strategy for Canada Card and Small Business card and leading the Customer Office in the financial services business. Arya has also led the launch of market leading brands like “Aspire Card” in Canada, “Spark” small business cards in US. She has also been heavily involved in setting up Customer experience strategy and measurement in US card and the FS business.
Prior to Capital One, Arya worked in Cisco Systems as a hardware engineer where she designed semiconductor chips for Cisco’s router division.
Arya holds an MBA from the Darden School of Business, University of Virginia.
Director, Client Experience Strategy
Managing Director, Client Loyalty
Sean Albertson is the Managing Director of the Charles Schwab Client Loyalty team. As a key leader within the Analytics & Business Insights department, Sean and his team provide deep analysis and business recommendations to partners within the Charles Schwab Banking, Investor Services, Advisor Services and Digital Support departments. In addition to traditional survey and research, Sean drives Journey Analytics and research strategies across all Schwab’s client touch points, focusing on increasing client loyalty.
Sean is an experienced strategic leader whose innovation and initiative have created opportunities for companies to increase customer satisfaction and productivity and reduce customer churn. Sean has directed VOC, Client Experience, Client Service and Retention divisions within the Financial Services, Cable and Telecommunications industries.
Director, Customer Experience and Manager, Employee Enablement
Liberty Mutual Insurance
Omari Jahi Aarons is the Director, Customer Experience and Manager, Employee Enablement at Liberty Mutual Insurance in Boston. His responsibilities designing a workplace culture that enables employees to do their best work for Liberty’s customers and meets their needs. Omari started his career in Macy’s Executive Development Program, and has spent over 10 years in the customer loyalty space as a human resources and learning leader.
A strong champion of inclusion, Omari was appointed national co-chair of the Liberty Employees of African Descent and Allies employee resource group in January 2018, leading an organization of over 1,000 Liberty employees. Omari is also the founding president of the National African American Insurance Association Boston Chapter.
Omari is a graduate of Xavier University in Cincinnati, OH.
Senior Vice President, Digital Experience
VyStar Credit Union
Harnessing the power of digitization, data, and design to drive remarkable customer experiences (CX) is a deep passion for Joe. As the Senior Vice President of Digital Experience at VyStar, Joe is tasked with leading the digital transformation journey to bring impactful experiences and changes for its members. Part of this journey, entails Joe exploring and developing partnerships with leading global and local-based FIs, FinTechs, and Universities to further the culture of innovation in Jacksonville. Throughout Joe’s 18+ years in Financial Services, he has consistently demonstrated a proven ability to lead high performing teams through strategic vision, partner development, and disciplined frameworks to drive impactful results. During this time, Joe has honed a well-rounded perspective in disciplines spanning digital behavior and CX, strategic planning, analytics, and marketing.
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.
Director, Digital Experience
Director, Experience Design and Voice of the Customer
Albert Whitley is an Experience Design Director at The Hartford. He leads the transformation of complex business and customer challenges into memorable digital experiences. His design portfolio includes a short-list of impressive Fortune 500 global organizations from AIG, Adobe, Avon, BMW, Coca-Cola, L'Oreal, MD Anderson, MetLife, Pfizer, Verizon, and Volvo. He continually challenges businesses to engage consumers differently in an always-on connected digital world. He has received countless awards, and his work has been published in leading design publications. As a visionary, his synthesis of the design profession is to be culturally sensitive, inspire, and to connect with meaning. As an advocate for the design profession, Albert has served on the board of directors for AIGA's Atlanta chapter and the Society of Typographic Aficionados (SOTA). He was also a curriculum advisor for the Art Institute of Atlanta and an adjunct professor at Georgia State University and The Creative Circus, educating students on design fundamentals and design business practices. Albert currently is a member of the Service Design Network and recently appointed CMP Design & Innovation Advisory Board and Invision Design Leaders’ Forum. During his off time, Albert enjoys fine-tuning his cooking skills and spending quality time with friends and family in Brooklyn, New York.
Customer Experience Strategy
PenFed Credit Union
Lauren Kessler is the Product Owner of the shopping experience across PenFed Credit Union’s various digital channels. She has implemented a variety of techniques from Design Thinking to Service Design Blueprints to gain internal alignment around the member experience.
Lauren has spent her career drawing connections between the needs of users and the goals business in order to develop experiences that delight customers and drive business value. Prior to joining PenFed Credit Union, Lauren was a consultant with SapientRazorfish, working on digital transformations within the hospitality and non-profit sectors.
Lauren holds a BFA in graphic design and photography from Parsons School of Design and an MBA from UMD’s Smith School of Business.
Director, Client Experience
Allie serves as the Director of Client Experience for Independent Advisor Solutions by SEI. She is responsible for defining and designing the overall client experience delivered by SEI technologies to independent financial advisors and their clients. Additionally, she is the client experience contributor to SEI’s practice management blog, Practically Speaking.
Allie graduated with a B.A. in International Relations from Bucknell University in Lewisburg, PA. In her free time she likes to stay active running on local trails with her husband, son and labradoodle.
Product Manager of Mobile Banking and Payments
Central 1 Credit Union
Alexander Chan is the Product Manager of Mobile Banking and Payments at Central 1 Credit Union, specializing in product strategy, planning, and user experience. In this position, Alex has been very successful in leading Canadian credit unions in the mobile space since 2008. Alex has been front and centre helping Canadian credit unions be first in the launch of products and services; namely, text banking and remote deposit capture, an enhancement to INTERAC e-Transfer that provides users with a seamless mobile person-to-person money transfer experience, ahead of the Canadian big banks. Alex has introduced other features such as mobile alerts, mobile web banking, along with a 5-star rated mobile app for iOS and Android. Before his mobile days, Alex could be found fine-tuning his diverse experience in the investment and financial sectors with Raymond James and Credential Financial.
Head of Lifecycle Marketing
Freedom Financial Network
Jamie leads lifecycle marketing at Freedom Financial Network in Phoenix, where her team focuses on building and optimizing contact strategy and content to support customers through their purchasing journey. She has two decades of experience executing integrated marketing strategies, focusing on nurture, engagement and retention of prospective and current clients. She blends her desire to champion the customer experience with her passion for marketing to help people find solutions to their financial challenges. Prior to joining Freedom Financial Network, Jamie spent 5 years at Angie’s List and several years within the mortgage sector.
Vice President, Member Experience
Bethpage Federal Credit Union
Senior Innovation Strategist
Dr. Debbie Bartoo focuses on creating innovative new service offerings in financial services in her role as Senior Innovation Strategist at PSCU. PSCU is the nation’s premier payments Credit Union Service Organization (CUSO) that supports the success of over 900 Owner credit unions representing more than 2 billion transactions annually. Her experience spans innovation, strategy, and analytics in digital channels in the banking and payments industry. She has been involved in various industry initiatives including the Federal Reserve Secure Payments Task Force, the Directory Work Group, and as a founding member organization of the U.S. Faster Payments Council, and the U.S. Payments Forum Card-Not-Present Fraud Working Committee.
FSVP, Head of Strategy
Bank Leumi USA
Natalie Myshkina is the Head of Strategy at Bank Leumi USA and has been instrumental in driving forward the Bank’s transformation over the last several years. Prior to that Natalie was an Engagement Manager at McKinsey & Company where she was a part of the financial services practice and completed multiple projects for leading companies in the financial and public sectors. Prior to that, Natalie was Head of the Credit Risk Management and Debt Collection Division, as well as Head of the Business Processes Division for Société Générale group bank.
Natalie earned an MBA from INSEAD and a master’s degree in computer engineering from Belarusian Polytechnic University.
Chief Experience Officer
SCE Federal Credit Union
Michelle joined SCE Credit Union in July 2016 as Chief Marketing Officer, overseeing Marketing, Member Experience, Business & Community Development, and their 501c3, the Center for Financial Empowerment. The following year, she was named Chief Experience Officer, with the additional responsibilities of overseeing branches and the contact center. Overall, Michelle’s team comprises more than half of the Credit Union’s nearly 200 team members.
Prior to joining SCE Credit Union, Michelle led the marketing and brand initiatives at Georgia United Credit Union. In both roles, Michelle enjoyed the significant components of strategic planning, product development and building community partnerships for the credit unions.
Before moving to the credit union side of banking, Michelle had a 20+ year career with Royal Bank of Canada (RBC), where she held various leadership positions. Beginning in the branch network and working her way through the organization, Michelle’s last five years there were spent at RBC Headquarters where she was responsible for leveraging local markets to build brand and increase customer awareness. While at RBC, Michelle coordinated the Olympic Torch Relay and the “Free the Children” partnership.
A native of Canada, Michelle holds a Master of Business Administration from Dalhousie University in Nova Scotia and is a graduate of the Credit Union Executive Society’s CEO Institute.
Director, Marketing Planning
Laura Stridiron is Director of Marketing Planning for TDECU, one of the largest financial institutions in the Texas Gulf Coast. With expertise in strategic planning and process optimization, Ms. Stridiron continually looks for ways to improve efficiency, sales, and member satisfaction for the credit union. She implemented strategic customer satisfaction measurement processes that led the way toward an exponential increase in its rate of membership growth – and her customer journey mapping helped the credit union gain a better understanding of members’ goals. A champion of interdepartmental cooperation and a shared product management marketing vision, Ms. Stridiron is known for maximizing return on investment by boosting revenue and reducing costs. She is also currently a strategic consultant for LPS Solutions, helping businesses develop long-term vision plans and implement major initiatives. Prior to joining TDECU, she held strategic and director-level positions with a number of high-profile companies such as Honeywell, TAS Energy, Inc., Gilbarco Veeder-Root, and Ingersoll Rand. Stridiron holds a Master of Business Administration from Indiana University Kelley School of Business, a Bachelor of Science in Mechanical Engineering from Virginia Tech.
Jake French Inspires
Jake French is a motivational business speaker and author of the book, “Life Happens, Live It!” After obtaining a degree in Forest Products, Jake was on his way to fulfilling his lifelong goal of being a forester. Out of nowhere a horrible accident derailed his dream and changed his life forever. Enduring monumental struggles, Jake has transformed into a man with another dream: to help medical professionals connect better with their patients and adopt strategies to stay motivated throughout your daily whirlwind!
Jake’s story is one you’ll likely never forget. In an instant, his life was turned upside down after a spinal cord injury left him a quadriplegic. Straight from the patient's perspective you will hear what they wish you would do differently, and practical steps you can take to earn higher satisfaction scores.
Global Vice President, Marketing and Communications - Software & Data Solutions
Jeff has more than 18 years of experience in the IT market in both strategy and marketing roles. Jeff is currently the Global Head of Marketing and Communications for Pitney Bowes' Software Solutions business. Reporting jointly to the CMO and President of the Software Solutions business, Jeff manages a cross-functional team across the Americas, EMEA, and APAC that is responsible for growing the software business, including products, solutions, and digital assets (APIs, Data). Covering the entire marketing value chain across awareness/brand, demand generation, product marketing, analyst relations, media and PR, and retention/customer marketing, Jeff’s team is also responsible for all indirect sales channels, working with resellers, OEMs, and Systems Integrators to expand the software business.
Prior to joining Pitney Bowes in February 2016, Jeff served as VP of Marketing - North America. He also spent many years in various marketing and strategy leadership roles at both SAP and IBM. Jeff’s work on Account Based Marketing has been recognized by multiple industry awards, including the Sirius Decisions (Program of the Year) and the IT Services Marketing Association (Diamond Award) for Excellence. Jeff holds a Masters of Business Administration from Emory University's Goizueta Business School in Atlanta, Georgia, and a Bachelor of Arts from Skidmore College in Saratoga Springs, New York (USA). He grew up outside Washington, DC and now lives in Fairfield, Connecticut with his wife and two young sons. Jeff is an out-of-shape triathlete, enthusiastic and improving golfer, ambitious but tone-deaf guitar player, and political wonk. Jeff also played professional basketball in Israel.
Founder & CEO
Ben is the CEO and Founder of Gamalon. He was previously the co-founder and CEO of Lyric Semiconductor, the first microprocessor architectures for statistical machine learning, growing out of Ben’s PhD at MIT. Lyric was acquired by Analog Devices, and Lyric’s technology is deployed in leading smartphones and consumer electronics, medical devices, wireless base stations, and automobiles. He has authored over 120 patents and academic publications, and his work has been featured in the Wall Street Journal, New York Times, EE Times, Scientific American, Wired, TechCrunch, and other media.
Ben has been an Intel Student Fellow, Kavli Foundation/National Academy of Sciences Fellow, served on the DARPA Information Science and Technology (ISAT) steering committee, and has held research appointments at MIT, Hewlett Packard, Mitsubishi, and the Santa Fe Institute. He also co-founded Design That Matters, a not-for-profit that for the past decade has helped solve engineering and design problems in underserved communities and has saved thousands of infant lives by developing low-cost, easy-to-use medical technology such as infant incubators, UV therapy, pulse oximeters, and IV drip systems that have been fielded in 20 countries.
Senior Vice President, Client Experience & Strategy, Head of Financial Services
O’Dell has driven the Stratifyd platform from product, field engineering, and customer success perspectives. He has an extensive background in technology and has held roles at Cloudera, Rocana, and EMC in which he supported and architected some of the largest deployments on the planet. While at Cloudera, he co-authored the O’Reilly Publication “Architecting HBase Applications.”
O’Dell is currently focusing on scaling and growing Stratifyd, and finding solutions to the hardest problems enterprises face in terms of customer analytics. When he’s not working, he enjoys wakeboarding and spending time with his wife and two beautiful daughters.
Executive Vice President, Customer Experience
Kantar North America, Insights Division
Erika Pearson is the Executive Vice President for North America Customer Experience at Kantar. She is responsible for developing and executing go-to-market strategies and activating Kantar’s Customer strategies offer portfolio to drive growth for both clients and Kantar.
Prior to joining Kantar, Erika was a management consultant in EY’s Customer Strategy practice, where she led teams that assisted banks, insurers, and wealth & asset management clients in designing innovative customer centric, omni-channel experiences and associated capabilities, using design thinking and experience led methodologies. Erika also spearheaded the go to market strategy and delivery of Voice of Customer research for EY’s Global Consumer Banking Survey.
Erika currently resides in New York and received a B.S. from the McIntire School of Commerce at The University of Virgini, and earned her MBA from Virginia Commonwealth University.
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