CXFS 2018

July 10 - 12, 2018

Westin Copley Place, Boston MA

1.888.482.6012

Speakers

Deborah Cornwell
Executive Director, Senior Experience Owner
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.
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.
Dan Womback
Head of Insights
Aflac
Tasneem Hajara
Senior Director, Head of Digital Retail & Advice Channel Technology
TIAA-CREF
Christine Beck
Director of Content Strategy
Bank of the West
Dave Schwertfeger
Senior Director, Channel Optimization, Retail Distribution
CIBC
Sonal Bullard
Director of Client Experience
SunTrust
Tosin Odesanya
Head of Digital Self-Servicing
Citi
Jane Henshaw
Head of Digital Research
Vanguard

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
Visa
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
UBS
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.
Mark McMahill
Sr. Director, UX Design
AXA US
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 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.

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.
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 www.socialmeteor.com.
Jason Goupil
Design Research Lead
Nationwide
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.
Lisa Woznica
Vice President, Customer Experience & Ombudsman
Wawanesa Insurance
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
Fidelity
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
LendingTree
Nick Maynard
Senior Vice President
Commonwealth
Claudine Murphy
Director, Customer Experience, OCA
SallieMae
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
Sara Jeruss
Chief Product Officer
ClimbCredit.it
9+ years of tech industry experience. Managed product at Facebook developing software used across company. Also produced product marketing videos which won Canne Lions Marketing awards. Prior to Facebook was a product director at Lex Machina Inc which was acquired by Lexis Nexis.
Shaazia Stonehocker
UX Design Director
Woodforest National Bank
Shannon Burch
Customer Solutions, Customer Contact Centre
Scotiabank

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
ClimbCredit.it
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.
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
Tom Modestino
Director, Market Research
John Hancock Retirement Plan Services
Tom Wambaugh
Vice President Member Services
GNCU
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
CFPB
Doug Roerden
Head of Experience Design
Doug Roerden Design
William "Jay" DuBois
CXD – Leader Capital Markets Design Team
Fannie Mae
Mike Kirkpatrick
SVP, Client Experience & Strategy
Mad*Pow
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.
Matt Gillin
CEO
Relay Network
Matt is the CEO and co-founder of Relay Network, an award-winning mobile engagement automation company helping service providers simplify and improve the customer experience. Matt is an active technology entrepreneur, and has been widely recognized for turning innovative ideas into successful businesses. Prior to Relay, Matt was the CEO of Ecount, an electronic payment company that became a recognized leader in the prepaid card industry before being purchased by Citigroup in 2007. A start-up veteran, Matt was also the co-founder of C/Base, a consultancy business that specialized in partnership marketing services for internet-based companies
Richard Lintern
Director
KAE
Richard has over 20 years’ worth of consulting, data science & senior marketing management experience globally, in both the corporate and agency worlds, with a passion for MarTech relating to consumer and commercial behaviour. Utilising and applying his strong background in analytics, strategy & insight, Richard consults on the challenges of businesses from multiple sectors but specialising in Financial Services. He manages teams and projects on a global basis for a diverse group of companies. Richard has an MBA from Cass Business School and a first degree in Statistics & Operational Research.
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.

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.