July 10 - 12, 2018
Westin Copley Place, Boston MA
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
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
Cross River Bank
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
Chief Product Officer
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
Senior Vice President Member Services, Chief Retail Officer
Schools Financial Credit Union
Vice President Member Services
SVP, Client Experience & Strategy
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.