Future Digital Finance (past event)
April 24 - 26, 2017
Amelia Island, Fl
Contact Us: 1.888.482.6012
Customer Behavior and Customer Experience
7:55 am - 8:25 am Continental Breakfast & Registration
8:25 am - 8:35 am Welcome Remarks & Icebreaker
8:35 am - 8:50 am Chairperson’s Opening Address
8:50 am - 9:10 am Keynote: Influencers And Financial Brands: Powering Communications With Consumers
In 2017, authenticity matters more than ever to keep brands relevant and connected to their customers. Maximizing the power of influencers enables your brand to breakthrough in a content-overloaded, ad-blind digital space.
• Learn about key influencer trends and why influencer marketing matters
• Understand the 5 types of brand influencers
• Plan your influencer program for success
9:10 am - 9:35 am Rebranding an Iconic Company in the World of Millennials and Financial Technology
Sallie Mae is 43 years old. Fintechs offering student loans and other financial products pop up on a seemingly daily basis. In order to compete, we need to have a fresh, engaging, modern digital experience that appeals to High School Juniors and Seniors and their parents. This presentation will take you through our strategy and the unexpected things we faced along the way.
• Where do you start?
• How do you adapt when the unexpected happens?
• Developing a strategy that works
9:35 am - 10:05 am Keynote Panel Discussion: Looking at Cross-Platform Opportunities—Assessing And Delivering on Customer Expectations
With multiple devices at your customer’s fingertips, how can you better understand changing customer expectations and deliver an experience that sets you apart across all platforms? Panelists will address:
• Capture customer feedback and preferences more holistically vs. by channel
• More effectively integrate efforts across platforms
• Understand the importance of continuous innovation given rapid technology advancements
• Capture customer feedback and preferences more holistically vs. by channel
• More effectively integrate efforts across platforms
• Understand the importance of continuous innovation given rapid technology advancements
10:05 am - 10:55 am Waffle & Refreshment Break
Indulge in wonderful waffles during our morning refreshment break. And only one final day to check out the latest in digital tech in the exhibit area!
10:55 am - 11:20 am Keynote Panel Discussion: Connecting Customer Experience with Your Brand Story, Mission and Vision
Now more than ever, it’s important to align your brand story, mission and vision with the customer experience. This panel will examine the role your brand plays in driving experiences and how to connect your company’s mission and vision to experiences. Learn:
• How the brand, marketing and CX should align to convey the brand experience
• How the brand strategy should support CX and vice versa
• The importance of language in reflecting your brand
11:20 am - 11:45 am Keynote: A.I. Powered Customer Experience Transformation
With shifting consumer expectations, investment in financial technology has exploded. Successful banking organizations are differentiating around the customer experience, using a combination of people, process and technology to unite a seemingly disparate flood of new data. Powered by advances in artificial intelligence, forward-thinking companies have evolved from a product-based approach to one that is customer centric and data-driven. These more agile institutions cognitively engage with consumer data signals to "anticipate" desires, becoming Predictive Banking Enterprises. Nikos Acuna of Rocket Fuel Innovation and Christine Duque from the Accenture Distribution and Marketing Practice explore five key strategic imperatives where banks must invest to stay competitive in a rapidly evolving digital financial ecosystem.
Accenture Distribution & Marketing Services (ADMS)
Christine Duque
Global Marketing StrategistAccenture Distribution & Marketing Services (ADMS)
11:45 am - 12:10 pm Keynote: Online Review: Feedback You Can Bank On
Before purchasing a product or service, most people read online reviews. This means that most of your brand’s income is influenced by online review sites. Learn why customer reviews need to be a key component of your social media strategy and how to manage them. U.S. Bank manages online reviews for more than 3,100 locations across several review sites.
• Why Online Review Sites Matter Most
• How Reviews Influence SEO and Sales
• How to Claim and Manage Pages
12:10 pm - 12:35 pm Keynote: The Future Face of Finance
Customer experience is more than the end user experiences delivered. It’s about understanding and measuring an evolving landscape and distributing actionable insights across the enterprise. Leading a forward-thinking discussion, Questback’s Justin Flanagan will discuss on how leading firms are linking feedback from experience measurement systems to drive new operational realities and differentiation in a rapidly evolving customer experience landscape. What is your firm doing to build understanding of these tectonic shifts in customer expectations such that you can prioritize, gain consensus and deploy investment to take action? Session benefits include:
• Mobilizing the organization delivers tangible business results from your customer experience strategy
• Employee engagement is required to transform strategic planning into successful operational execution
• Integrating customer experience, employee engagement and financial performance delivers actionable business foresight to not only compete but differentiate
12:35 pm - 1:00 pm Keynote: Rethinking The Consumers’ Mobile Purchase Journey
Your customers want as few clicks as possible to navigate through your mobile experience, and their most important call-to-action buttons right up front. How do you build a CX-oriented mobile channel to engage your customers? Analyze the different stages of the buying process through research, buying stage and product checkout.
•How do you deliver a positive mobile customer journey?
•What cues are used on mobile to tie back to the purchase decision—and do you design the mobile content for those cues?
•A/B testing the UI/UX experience based on top mobile behavior
1:00 pm - 2:00 pm Lunch For All Attendees Hosted By IBM
2:00 pm - 2:40 pm Panel Discussion Revolution: Looking at Mobile Now and in the Future
Creating impactful experiences in the mobile space is no easy task. Organizations are creating one-off mobile strategies without first considering why people need mobile in the first place. How are people engaging on mobile and for what reasons? How will people use mobile in the future? This panel will explore:
• Ways to use the mobile channel as part of the omni-channel customer experience
• How to prepare for future customer expectations
• Ways to use the mobile channel as part of the omni-channel customer experience
• How to prepare for future customer expectations
2:40 pm - 3:00 pm Fireside Chat: Developing an Effective Complaint Management Program
Having a dedicated and well-trained customer service team and portal is paramount to retaining customers. This session will look at the importance of establishing a formalized complaint management process at your organization and how to run it effectively.
Panelist will Address:
•Establish a complaint management process and who should own it
•Ideas around governance and oversight—how do you ensure that everyone has a line of sight to the information and how do you engage leaders
•Report and share data in an impactful way
3:00 pm - 3:40 pm Afternoon Refreshment & Networking Break
Enjoy some churros and desserts in the exhibit area. And this is your last chance to have amazing food and meet the exhibitors!
3:40 pm - 4:20 pm Panel Revolution: Listening and Responding to Your Customers on Social Media
Customers today are loud. There are so many ways for customers to voice their opinions about a brand and not only do they want to be heard, they also want to be responded to. Join this session to hear more about how our panelists are leveraging social media to get in on the conversation their customers are having about them and creating brand advocates.
• Know what your customers are saying and where they are saying it
• Identify what social channels have the most impact on your brand and make the most sense for you to monitor
• Go from aggregating customer feedback to engaging in conversations with them
• Meet your customers everywhere they are
• Know what your customers are saying and where they are saying it
• Identify what social channels have the most impact on your brand and make the most sense for you to monitor
• Go from aggregating customer feedback to engaging in conversations with them
• Meet your customers everywhere they are
4:20 pm - 5:00 pm Panel Discussion: Using the Power of Storytelling to Create Emotionally Engaging Experiences
Creating genuine emotional connections with your clients and customers is not only key to driving loyalty, but it’s also essential in creating brand advocacy and passion. This session will articulate how customer experiences and effective brand story telling can become your organizations key differentiator.
• Map the emotional connections that a customer has with your brand?
• Learn what impact does story telling have on these emotional connections?
• Use storytelling and emotional connections to improve customer experiences?
• Map the emotional connections that a customer has with your brand?
• Learn what impact does story telling have on these emotional connections?
• Use storytelling and emotional connections to improve customer experiences?
5:00 pm - 6:30 pm Gilligan's Island Cocktail Reception
So you won’t be castaway’d at our reception, but you will enjoy lots of beach themed cocktails and yummy food! Sail away with us to our Gilligan’s Island themed reception. There will be fun, sun and lots of mingling!