Next Gen CX for Financial Services

July 17-July 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA

1.888.482.6012

Speaker

Deborah Cornwell
Deborah Cornwell
Senior Experience Owner, Property Insurance
USAA
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.
Joseph Whitchurch
Joseph Whitchurch
Head of Customer Experience and Innovation
Capital One
Joe Whitchurch is currently head of Customer Experience and Innovation for Capital One Small Business, leading a team creating best-in-class tools, technology and servicing experiences to help small businesses succeed. Joe has held a variety of customer and innovation roles in his 11 years at Capital One, from product and technology developments which have received multiple industry awards and patents, to designing the conversion experience for tens of millions of customers with the HSBC credit portfolio acquisition, to developing and launching the company’s first home-grown Big Data product. Additionally, Joe has always had a passion for helping entrepreneurs, serving as a mentor with the Harvard iLabs program and advising several start-ups, most recently Toopher, a data security and authentication firm recently acquired by Salesforce.com. Prior to Capital One Joe was a consultant with Simon-Kutcher GmBH in Germany and the UK, specializing in strategy and product development. Joe holds an AB in Psychology from Harvard University and an MBA from the Wharton School at the University of Pennsylvania. He resides in Richmond with his wife, very young son, and very old dogs.
Kishore Siva
Kishore Siva
SVP & Customer Experience Strategy Lead
Wells Fargo
Kishore Siva is Senior Vice President & Customer Experience Strategy Lead at Wells Fargo & Co Inc. In this enterprise wide role, his team aims to drive greater consistency across the organization. Kishore and his team established a CE Leaders Community which has defined enterprise wide standards and guidelines, built stronger linkage between Customer Experience and Brand, and driven usage of CE tools and disciplines throughout the organization. Kishore joined Wells Fargo in 2014, after spending 18 years with HSBC in both New York and London, including leadership roles in Retail and Commercial Banking. During that time, Kishore established enterprise wide Customer Experience and Complaint programs at a national and global level . Kishore has been active in the community throughout his career including currently serving on the Board of Junior Achievement of New York, as well as previously serving on the Advisory Board of Virtual Enterprises International. Born in Sri Lanka, Kishore grew up in Connecticut, and earned his undergraduate and MBA degrees from George Washington University in Washington DC. Kishore lives in New York with his wife and 2 sons.
Natalie Higgins
Natalie Higgins
Senior Consumer Finance and Customer Experience Vice President
Citizens Bank
Gina Bhawalkar
Gina Bhawalkar
Director of Customer Experience Research, VP
Bank of the West
Gina is the Director of CX Research for Digital Channels at Bank of the West where she leads the bank’s primary research, VOC and market intelligence programs. Prior to Bank of the West Gina served as CX Program Manager at Agilent Technologies and AVP of User Experience and Accessibility at Scottrade. At Scottrade Gina started the firm’s journey mapping practice and was thrilled to see this tool used both to drive CX improvements and to design future state experiences. She brought this experience to Bank of the West, leading the bank’s first customer journey map project. She has an MS in Human-Computer Interaction from the Georgia Institute of Technology and undergraduate degrees in Psychology and Computer Science from Trinity University.
Stacey Collins
Stacey Collins
Director, Experience Design and Implementation
BECU
Stacey Collins leads BECU’s Experience Design and Implementation team comprised of member experience project management professionals and experience training coaches providing focus, prioritization, execution and accountability for addressing the largest/most impactful experience gaps in an effort to further elevate the value of membership at BECU, the largest Credit Union in Washington State. Working within the boundaries of a heavily regulated industry, Stacey and her team are responsible for driving an “outside-in” mentality and ensuring all programs to address member experiences are aligned and executed successfully to support the delivery of BECU’s brand promise and strategic initiatives across all contact and delivery channels. This includes engaging employees in the CX process using methodology that supports a virtuous cycle of ideation and innovation - incubation, crowdsourcing, assessment and resolution. This idea-stream platform continues to elevate ideas that result in iterative improvements to the things that matter most to our membership. Stacey holds a Bachelor of Arts degree in Communications and is a Certified Customer Experience Professional (CCXP) – and is a proud 12th Man of the Seattle Seahawks.
Utibe Bassey
Utibe Bassey
Director of Customer Experience
MetLife
Anne Witherspoon
Anne Witherspoon
Senior Vice President, Director of Treasury Management Operations, Client Experience Advocate
Texas Capital Bank
Anne Witherspoon is a Senior Vice President and the Director of Client Onboarding and Service Delivery at Texas Capital Bank. She was given the opportunity to begin a formal Client Experience program in 2015 and has been successful in building the foundation and creating momentum to evolve and expand the program in just two short years. Anne has an MBA from Texas A&M International University and a BBA from Texas Tech University. She holds several professional certifications including Certified Client Experience Professional (CCXP), Certified Treasury Professional (CTP), Accredited ACH Professional (AAP) and Project Management Professional (PMP). She serves as the Treasurer of the Board of Directors of ePayAdvisors and as the Vice President of the Board of Directors of Fine Arts Chamber Players. She is very active in the Dallas CXPA networking group where she served as both a host and speaker at the November 2016 meeting.
Joyce Clark Sarnacki
Joyce Clark Sarnacki
EVP, Chief Customer Experience Officer
Bangor Savings Bank
Daniel Long
Daniel Long
Chief Experience Officer
Newtown Savings Bank
Dan Long is Senior Vice President and CXO of Newtown Savings Bank. Dan joined the bank in 1998 and was the bank’s Marketing Director before becoming CXO in 2013. Dan is currently focused on the development of a bank-wide Customer Experience Certification program and chairs the committee developing the bank’s Omni Channel. Dan started his banking career in 1982 in product development and has been in banking for most of his career. Dan holds a BS in Finance from the University of Connecticut and an MBA with a specialty in Quantitative Methods from Fordham University. He is current Board Member and previous Chairman of The Kennedy Center Inc, serving the needs of people with intellectual disabilities. He resides in Cheshire CT with his wife Lisa
Rich Dorfman
Rich Dorfman
VP of Customer Experience
Eastern Bank
Shelli Ulrich
Shelli Ulrich
Global Customer Experience Leader
Shelli is the Global Customer Experience Leader for Wells Fargo Commercial Distribution Finance (CDF). In her role, Shelli, and her team, are responsible for driving a best-in-class and continually improving customer experience program for more than 33,000 dealers and 1,400 distributors and manufacturers globally in 2016. This includes collecting, analyzing and actioniong over 56,000 Voice of Customer (VoC) data-points and comments in 2016. In addition, Shelli oversees CDF’s customer communication strategy and messaging, CDFconnectPTMP (CDF’s customer commitment program that provides training, insights, experts and tools to add significant value beyond just financing), CDF’s digital experience strategic roadmap, strategic customer engagements and program management for customer facing cross-functional projects across CDF North America. Prior to joining Wells Fargo, Shelli spent 9 years with GE Capital holding numerous roles across Sales, Marketing, Risk Management, Credit and Project Management. Most recentl, Shelli was the Global Sales Director in Hong Kong where she launched and scaled a new cross-border lending and leasing business which connected multi-national companies with financing outside of their home region. Shelli is certified as a Project Management Professional (PMP)® by the Project Management Institute (PMI), holds a Bachelor’s Degree from SUNY (State University of New York) Brockport and an MBA in Finance from The Simon School of Business in Rochester, New York.
Alex de la Cruz
Alex de la Cruz
VP of Member Experience
First Tech Federal Credit Union
Fanette Singer
Fanette Singer
Senior Vice President of Marketing
Country Financial
Lea Ammerman
Lea Ammerman
Executive Vice President of Member Services
Michigan State University Federal Credit Union
Lea Ammerman serves as the Executive Vice President of Member Services at Michigan State University Federal Credit Union (MSUFCU). Ammerman has worked in the financial industry since 1989, with experience as a teller, loan officer, branch manager, and as an executive. She began at MSUFCU in 2002 and currently oversees the member-facing areas of the Credit Union, including branches, call center, eServices, and specialty and support services. Ammerman is extremely active in the Greater Lansing and Michigan State University (MSU) communities. She recently served on the MSU Executive MBA Alumni Association Board of Directors, where she spoke to women’s groups about career development, and currently serves on the Junior Achievement of Mid-Michigan Board of Directors as the Volunteer Chairperson. Additionally, Ammerman actively volunteers by mentoring MSU students and speaking to student groups, among other community initiatives. Ammerman received a Bachelor of Business Administration from Northwood University and a Master of Business Administration from Michigan State University. MSUFCU has an asset size of over $3.41 billion, over 232,000 members worldwide, and more than 730 employees. It is the largest universitybased credit union in the world. In 2016, MSUFCU was recognized as one of Fortune’s 50 Best Workplaces for New College Grads, as well as the #1 Top Workplace in the large employer category on the Detroit Free Press Top Workplaces list. Also in 2016, MSUFCU was selected as one of the nation’s Best and Brightest Companies to Work For® and Best and Brightest in Wellness™ by the National Association for Business Resources. Additionally, MSUFCU was recognized as fifth in the nation for its financial education program by the National Youth Involvement Board, and received the Lansing Regional Chamber of Commerce Regional Growth Award in 2016. MSUFCU has a national reputation for excellence, winning the 2014 National Association of Federal Credit Unions National Credit Union of the Year award.
Ben Hoffman
Ben Hoffman
AVP User and Customer Experience
Hanover Insurance
Ben Hoffman is currently the lead of the User Experience function at Hanover Insurance. His 29 years in user and customer experience have provided him the opportunity to work on a broad variety of initiatives and industries - from auto insurance quoting to health care to railroad yard management. He has extensive experience in starting and leading user/customer experience functions, customer/usability research methods and consulting. Previously, Ben has worked for Cigna, Travelers Insurance, The Hartford, Dell Computer and IBM. He holds a BA in Psychology from Moravian College and a Masters in Statistics and Measurement from Rutgers University.
Amy Mendenhall
Amy Mendenhall
Customer Experience Strategy Vice President
UMB Bank
Valeska O'leary
Valeska O'leary
Director Of User Experience, Web Strategy
Sallie Mae, Inc.
Valeska O'Leary is a self-identified behaviorist bona fide and User Experience leader who wears many hats: strategist, designer, researcher, developer and mentor. After her humble beginnings as an entrepreneur, Valeska shifted her focus to product and design, ultimately innovating, designing, and managing products for countless companies large and small, including John Hancock, Fidelity, State Street, PayPal, Wolters Kluwer UpToDate, and IDG to name a few. At Sallie Mae, she brings her vast experience in Human-Computer Interaction and Human Factors to craft solutions that radically transform its customers’ experience. A leader and mentor at heart, she is frequently seen at conferences and is very active in the UX community of practice.
Lisa Church
Lisa Church
Vice President, Corporate Communications
1st Advantage Federal Credit Union
Penny Steckly
Penny Steckly
Program Director - Voice of the Customer, Canadian Division
Manulife
Doug Roerden
Doug Roerden
Vice President for User Experience Design Strategy
Fidelity Investments
Joy Slabaugh-Hamilton
Joy Slabaugh-Hamilton
Head of Advisor Services
Vanguard Group
Joy Slabaugh-Hamilton has held several roles at Vanguard, including one leading the first pilot for Personal Advisor Services, Vanguard’s hybrid robo-advice service that was recently awarded Fund Innovation of the Year by the Mutual Fund Industry Awards. In her current role as Head of Advisor Services within Vanguard Financial Advisor Services™ division, Ms. Slabaugh-Hamilton is developing services and resources that support financial advisors in serving their clients and draws on her 10+ years of experience as a financial advisor and managing partner in an independent financial planning firm. In this role, she is responsible for building an innovation capability that uses human centered design to meet the needs of intermediary firms, advisors, and their investors. Ms. Slabaugh-Hamilton earned a B.S. in Business from Thomas Edison State College, a M.S. in Taxation from Villanova University, and holds the Certified Financial Planner® designation. She also holds the FINRA Series 7, 24, and 66 licenses.
Alan Bergstrom
Alan Bergstrom
CMO
Community Choice Credit Union
Liz Butler
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.

Susan Fabry
Susan Fabry
Director, Analytics and Insights
Sun Life Financial
Susan Fabry is Director of Analytics and Insights for Sun Life Financial U.S. She is responsible for developing tools and initiatives based on the needs of Sun Life’s diverse range of clients and business partners, including benefits brokers, consultants, employers and covered employees. Susan approaches her work through holistic creative problem solving and systems logic, blending data analytics with relevant insights from Sun Life’s listening channels such as on-line communities. She draws on her nearly 20 years of experience using emotional, physical, and environmental influences to design solutions that meet the needs of different people. She was named to this position in May 2013. Prior to joining Sun Life, Susan worked as a Senior Strategist for Continuum, a design innovation consultancy, where she collaborated with clients to develop programs that helped them achieve their design and innovation goals. She also led a thought leadership program for Continuum that focused on women and children as a global driver of consumer decisions. She has worked in Munich, Germany, for Siemens, designing a range of phones for T-Mobile and in New York City for Smart Design. In addition, Susan has been a guest speaker at several conferences, a guest lecturer at Massachusetts Institute of Technology (MIT), Tufts University, Bentley University, and Simmons College, and has been published in Fast Company and Quartz. Susan holds a bachelor’s degree in psychology from Oberlin College and a bachelor’s degree in industrial design from the Rhode Island School of Design.
Mike Rehorst
Mike Rehorst
Director Client Experience Strategy & Design,
Northwestern Mutual
Mike has extensive experience launching and incubating strategic capabilities. After playing a key role in establishing Northwestern Mutual's cx strategy, his current challenge is to introduce design thinking to his organization. Prior to this role, he led the lean/agile transformation of Northwestern Mutual's software development practice.
Karen Behboudi
Karen Behboudi
VP, Digital Marketing
CI Investments
Karen Behboudi is the Vice-President of Digital Marketing at CI Investments Inc. Her 17 years in financial services has provided her with a deep understanding of the lifetime relationships between financial professionals, their clients and their investment companies of choice. Most of Karen’s professional career has been spent leading customer support teams in retail investments, distribution and discretionary management channels. Karen’s passion towards fostering a deeper connection to champion the voice of customer and constant vigilance of those insights to deliver enhanced customer experiences is shaping the culture of her new digital marketing team. Karen earned a Bachelor of Arts degree and certificate in Digital Strategy & Communications Management from U of T and remains an active member of the Customer Experience Professional Association (CXPA)
Margot Dear
Margot Dear
Senior Director, User Experience, Added Value Services
ADP, LLC.
Margot Dear is a qualified User Experience Director with 18 years’ experience in branding, strategy and user centered design methodologies. Her experience has ranged from start-ups to publishing and software application development. Over the years, Margot has worked and lived in Canada, the UK and California working at companies including Complinet Thomson Reuters, LexisNexis, Citrix and ADP as a UX professional. Margot is actively involved in the UX community mentoring students at California College of the Arts in San Francisco, University College London and the Pasadena Art Center College of Design.
Heather Mills
Heather Mills
Digital Touchpoints Sr. Analyst
American Family Insurance
With over 15 years of digital marketing experience, Heather has worked for Fortune 500 companies to small non-profit organizations. With expertise in web analytics, she excels at using analytic data to create strategic objectives and follow up with testing and measuring the outcomes of those objectives. Heather believes in breaking down silos by bridging the gap between what marketing needs and what IT needs, while always keeping the customer front and center. Like in construction: measure twice, cut once.
Michelle Buretta
Michelle Buretta
Market Research and Segmentation Manager
Genworth Financial
Michelle Buretta leads the Housing Finance Agencies (HFA) segment for Genworth Mortgage Insurance. Since 2012, Michelle has held various positions in Servicing, Operations, and most currently as the Market Research and Segmentation Manager on the Customer Experience Team. Prior to Genworth, Michelle worked at North Carolina State University as an Academic Advisor, Instructor, and Researcher. Michelle has an extensive background in Customer Experience, particularly in the developing effective customer research programs. As both a Certified Customer Experience Professional (CCXP) and Net Promoter Score II (NPS) Certified Professional, she has refined her ability gather customer feedback, identify needs, create effective solutions, and measure impact. She has presented her original research at conferences and roundtables within the mortgage and financial services industries. Specifically, comprehensively studying the Millennial First-Time Homebuyer populations as well as generational differences in web user experiences technology adoption. She has spent the last five years under the mentorship of experienced Genworth alumni, exposing her to the mortgage industry and Housing Finance Agencies, and she is excited to now be working with the same HFA leaders that enabled her parents to purchase their first home through the assistance of a HFA. Her formal education includes a Master of Sociology and a Master of Education, both from North Carolina State University, and a Bachelor of Science from the University of Wisconsin-Stevens Point and is a decorated United States Army Veteran. In her free time, Michelle teaches early-morning Group Fitness classes and enjoys the outdoors with her husband, Kevin, and her two pugs, Oscar and Pugsly. She resides in Raleigh, North Carolina.
Karl Sharicz
Karl Sharicz
Customer Experience Analyst
Eastern Bank
John Stillman
John Stillman
Social Media Operations Manager
BECU
John Stillman is part of BECU’s Experience Design Team, comprised of Design professionals and Insights Analysts focused on listening to member feedback and advocating changes that enhance member experiences. John (a.k.a. #JohnBECU) is responsible for monitoring and responding to all incoming comments and questions on BECU’s social community, and over the past few years, has become the face and ‘voice’ of social response for BECU members and across the largest Credit Union in Washington State. As the “Social Media Guy”, John partners daily with business units in the organization to ensure that accurate information is shared to the community and reports back to business units so the Credit Union is aware of key trends. John originally hails from the Golden State of California, where he earned his Bachelor of Arts degree in Fine Art and currently lives in Spokane Washington.
Colin Kennedy
Colin Kennedy
Chief Revenue Officer
Clarity Money
Tim Hong
Tim Hong
CMO
MoneyLion
Tim Hong is the Chief Marketing Officer at MoneyLion. Before joining MoneyLion, Tim was a member of the founding team at Tsumobi Inc, a peer-to-peer messaging software company. Prior to that Tim was SVP, Product Development & Analytics at EmSense, a global market research firm applying neuroscience and machine learning techniques for Fortune 500 clients. He holds a master's degree from Stanford University as well as Bachelor of Science degrees in Materials Science & Engineering and Physics from MIT.
Eric VonDohlen
Eric VonDohlen
Chief Analytics Officer
Elevate
Peter Khanahmadi
Peter Khanahmadi
Sr. Fellow for Service Design
CFPB
As Senior Fellow for Service Design, Peter directs a team of six employees to work on projects related to evolving CFPB services to help financially harmed consumers within the Office of Consumer Response by creating intuitive cross channel experiences. Thus far, he has lead projects related to improving user experiences for consumers, companies, and federal agencies interacting with the CFPB to enhance the mission of creating a fair financial marketplace. Prior to joining the CFPB Peter led the Service Design capability at Booz Allen Hamilton helping clients from health, finance, and defense transform their organization to become user centric. When he’s not immersed in work, Peter likes to play golf, cook, and edit videos in hopes one day he’ll strike it rich as a film maker.
Dan Roan
Dan Roan
Service Design Product Analyst
CFPB
Mr. Roan, a service designer and product owner at the Consumer Financial Protection Bureau, has 10 years of experience working at the intersection of user research, strategy consulting, and policy development for clients in both the public and private sectors. His blend of user-centered design skills and agile project management approach enable his clients to determine their users’ needs, design offerings around those needs, and successfully launch products and services, often in constrained or regulated environments.
Nikoletta Vecsei Harrold
Nikoletta Vecsei Harrold
Director of Communities Strategy,
Transamerica
Nikoletta (Niki) Vecsei Harrold is the Director of Communities Strategy focusing on Social Customer Care and Community building at Transamerica. She has over 5 years experience in driving customer focused digital innovation with enterprise level and start-up companies alike. Originally from Europe, her decade long tenure in digital marketing spans across 2 continents and several industries including tech, retail and financial services. An avid advocate for breaking down collaboration silos to enhance customer experiences and connecting people with content, she blogs regularly on Linkedin or her website: www.contentpotluck.com
Dan Simon
Dan Simon
CEO
Vested
Dan is a writer and senior financial communications specialist with over 15 years’ experience in PR, Marketing & Advertising. Dan has led campaigns for some of the biggest brands in finance and FinTech, including Bloomberg LP, J.P.Morgan, and Citigroup. Dan is a regular columnist for Forbes, Markets Media and CoinTelegraph and he co-chairs the Museum of American Finance Communications Advisory Board.
Melanie Fricke
Melanie Fricke
Financial Services Subject Matter Expert, Watson Customer Insights
IBM
Melanie has spent 15 years helping companies improve their digital properties. As the subject matter expert for financial services industry in IBM's Customer Engagement software practice, Melanie consults with organizations on the value of optimizing the customer experience. From identifying the right web analytic trends to quantifying the impact of a UI issue, Melanie helps companies invest in the right software tools and services.

Melanie graduated from the University of Texas at Austin with a bachelors in Management Information Systems. Her early career began as a consultant for PriceWaterhouseCoopers which prepared her for a life as an entrepreneur leading startups in Austin, Tx. She joined IBM 5 years ago to help grow the footprint for Customer Engagement software solutions across North America and she now focuses solely on the Financial Services vertical.

Christine Rimer
Christine Rimer
SVP, Voice of Customer
SurveyMonkey
With over twenty years of experience as a senior operations and customer success leader in Silicon Valley, Christine Rimer focuses on scaling SurveyMonkey’s customer-centric, high-performing Product & Engineering Organization. As the Senior Director of Product Operations, Christine leads the Program Management Office, the Voice of Customer, Knowledge Base and Business Intelligence teams. Prior to SurveyMonkey, Christine was the Professional Services leader at Digital Insight focused on delivering a world-class customer experience to thousands of  financial institutions. She scaled the professional services team to successfully complete two thousand projects a year with a world class +50 Net Promoter Score. Before Digital Insight, Christine helped lead customer success and operations at Intuit’s digital banking, healthcare, and small business divisions. In addition, Christine has successfully built and managed large, complex enterprise systems and programs including data centers, eCommerce, data warehouse and billing for Intuit, NCR, Macromedia and startups. Christine’s cross-functional collaboration, customer-focused leadership, enterprise systems experience and commitment to measurable outcomes makes her a unique advisor for SurveyMonkey CX, the new customer experience platform that helps businesses turn customer insights into action. 
Ted Chen
Ted Chen
President
Maru/edr
Ted Chen is President of Maru/edr North America. Ted is a 16-year customer experience research veteran and has focused his career on helping companies turn customer intelligence and analyses into actionable recommendations while also utilizing technology platforms to drive dissemination and usage of results. He has partnered with firms across virtually every industry and looks to bring best practices to each new engagement. His clients have included Farmers Insurance, Capital One, Moody’s and Morgan Stanley. Prior to joining the Maru/edr team, Ted served as a senior member of the US Customer Strategies Solution team at ORC International. He was also the head of the Customer Experience Practice at Vision Critical, and led the US research, operations and technology development teams at Ipsos Loyalty. Ted received his MBA in Strategy and Finance from Yale University and his BA in Economics from Northwestern University.
Jimmy Chou
Jimmy Chou
Principal
SingleStone Consulting
Jimmy Chou is a Principal at SingleStone, a customer experience consulting firm specializing in solutions spanning strategy, culture, process and technology for Fortune 1000 financial services and insurance clients. Grounded in real-world implementation experience, he oversees the firm’s consulting and technology teams, helping clients create better ways to collaborate, improve customer experience, and drive tangible business results. Jimmy has 20 years of experience advising clients in the financial services and insurance industry. He and the SingleStone team collaborate with clients to design pragmatic customer experience strategies.  Under his leadership, the teams implement solutions that deliver frictionless customer and associate experiences focused on connecting improvements to top and bottom line performance. Before his 11 years with SingleStone, Jimmy worked at BearingPoint and Cigna Corporation. He holds a B.S. in Business from Wake Forest University, is a Chartered Financial Analyst (CFA) and a certified Lean Six Sigma Green Belt.
Jon Podolsky
Jon Podolsky
Vice President Experience Strategy and Service Design
Mad*Pow
Jonathan Podolsky leads the successful experience strategy department for the nationally recognized consultancy, Mad*Pow. Jonathan has in-depth understanding of human centric methodologies to improve complex customer, patient and user experiences. As a thought leader in service design, Jonathan advocates for both end-customers and the systems, operations and staff needed to develop achievable strategies. Jonathan coined the phrase “innovation achievable” as a credence to practical, implementable strategic direction that looks good on paper and can be achieved in reality.
Mike Kirkpatrick
Mike Kirkpatrick
SVP, Client Experience & Strategy
Mad*Pow
Michael is part of the leadership team at the Mad*Pow, a Boston-based design agency and is responsible for building and steering key relationships. Mike lends his experience to ensure strong, transformational solutions for clients. In his 2 years at Mad*Pow, he has contributed strategic direction and leadership to a variety of experience design initiatives across the account base. Michael heads up Mad*Pow’s burgeoning Financial Wellness practice, designed to make an impact on the lives of the financially underserved and driving for financial inclusion. Michael is a former designer & developer leading the conception and delivery of everything from microsites to enterprise-critical software. Early in his career, 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 the agency, management consulting and financial services industries. Michael has worked with a variety of clients, including: Prudential (Insurance, Annuities and Retirement service lines), State Street Global Advisors, Blue Cross/Blue Shield (Massachusetts, Michigan, New Jersey, Rhode Island, Northeast PA, FEP), Emerson Hospital, Tufts Medical Center, Genzyme/Sanofi, and USAA.
Craig McLaughlin
Craig McLaughlin
President/CEO
Extractable
Craig McLaughlin is a Digital Banking Expert & Digital Business Strategist who has earned the reputation as an innovative leader in Silicon Valley’s ever-evolving fintech space. His passion isn’t simply all things tech, it’s the intersection between design & visual arts, digital business strategy, and technology. Ultimately, this unwavering passion is what inspired him to refine his skills throughout the past two decades. Currently, Craig serves as the Co-founder, President, and CEO of Extractable, an award-winning digital consultancy that provides leading-edge financial solutions for banking executives. Both self-driven and equally as dedicated, he is on a mission to help banking professionals and financial services organizations pave the path to lasting success. While technology continues to evolve exponentially, the foundation of banking is still as relevant as ever before. The primary reason why banks thrive is due to cultivating loyal relationships fueled by integrity and top-notch customer service. Being in the business for as long as Craig has, he knows the only way to effectively establish and build upon such interactions is to harness the power of up-and-coming service design methodology. Prior to Extractable, Craig worked as a Senior Web Engineer at USWeb and a Technical Analyst at Sony. Additionally, Craig holds a BSBA from San Diego State University and an M.S. in Information Systems & Web Technology from Hawaii Pacific University. When he isn’t delving in the world of technology and finance, Craig enjoys running and cycling. He is also a wine aficionado who aspires to run his own vineyard someday. Above all, he loves spending quality time with his beautiful family and friends who are like family.
Jim Reitz
Jim Reitz
SVP, Customer Engagement
OpinionLab, a Verint Company

Jim leads the Financial Services practice at OpinionLab and has helped establish continuous customer listening programs with clients including Bank of America, Citi, Capital One, Chase, TD Ameritrade, USAA, and Vanguard.

For nearly a decade, he has been a passionate advocate in advancing OpinionLab’s unique approach to gathering customer-initiated feedback together with the rich context and advanced analytics to create customer centric cultures and empower smarter and faster business decisions.

In his spare time, you can find him enjoying family trips down the Jersey shore with the top down or singing with the NJ Choral Society.

Elizabeth Robillard
Elizabeth Robillard
Event Director
CXFS
As an Event Director at Worldwide Business Research, Elizabeth oversees the organization of four business conferences per year. Conference organization includes conducting extensive phone research with 60+ industry experts per event, using call notes to compile a three day conference program that encapsulates top research takeaways, confirming a roster of 40-50 industry leading speakers for each program, working with our marketing team to write effective copy for all outbound marketing messages, coordinating with sales and logistics teams to ensure the best possible onsite experience and prepping for and running the live event. Most recently, she has taken over conference production for WBR’s customer experience vertical, which includes planning and executing the flagship event Next Generation Customer Experience- a cross industry event that attracts 400 CX practitioners yearly. Prior to serving as event director, Elizabeth was assisting the events department with industry research and planning and executing industry webinars for WBR Digital. She currently lives in New York City.