Customer-Facing Technologies

October 20, 2022
9:00 am to 3:15 pm
Hybrid Event

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Digital transformation is all about serving customers better. As financial services firms embrace technology-driven customer-centricity, their success hinges on knowing which technologies to select, implement, and deploy, and putting in place the organizational structures, policies, and processes that allow them to take full advantage of these technologies.

Session Details

This session looks at the tools and technologies that enable world class customer facing experiences. It also addresses emerging customer-facing technologies which enable “the human factor” and how financial services firms can position them in the service of building, deepening, and enriching human relationships. Thought-leadership presentations and a panel discussion will address topics such as next-generation collaboration; advanced digital service; securing collaboration interactions; Integration tools, technologies, and processes, and more.

Earn up to 5.0 CPE credits at this event! Click here for more details.

Topics Covered
  • Next-generation collaboration
  • AR/VR/holography
  • Automating compliance
  • Effective customer engagement
  • The metaverse as customer paradigm
  • Beyond bots: AI and advanced digital service
  • Securing social media and collaboration interactions
  • Internet of Behaviors (IoB)
  • Effective analytics: Voice analytics, deepfake protection, customer analytics, and voice recognition for customer validation/authentication
  • Cross-channel, multiplatform connectivity: it’s not just about building a slick user interface; all channels have to get behind incorporating digital as part of their dialogue with clients, and providing the client with a seamless digital experience
  • Integration tools, technologies, and processes
  • Organizing around analytics: turning a technology capability into a business transformation enabler
  • Privacy and digital ethics: how do you protect customer information at the same time you leverage it for enhanced user experience?

Agenda

9:00am – 9:25am

Breakfast & Registration

9:25am – 9:30am

WSTA Introductions

9:30 AM - 9:55 AM

Keynote Presentation

Joseph Kennedy | Partner, PwC

Joe Kennedy leads PwC Financial Services’ Technology Architecture and Application & Emerging Tech practices. He has more than 27 years of experience leading design, development, delivery and operations of high-performance transactional and information systems in critical FS environments. He possesses expertise in strategic planning, enterprise information integration, enterprise architecture, systems development, agile, disruptive technologies, telecommunications, operations, infrastructure, support and user experience. Joe holds a Bachelors in Computer Science from Clark University and speaks internationally on a range of architectural, integration and disruptive technology topics.

9:55 AM - 10:15 AM

The Role of Automation in Protecting Customer Satisfaction: Advancements in Mitigation and Response to Handle the Unexpected

Damon Edwards | Senior Director - Product, PagerDuty

Damon Edwards is Senior Director, Product at PagerDuty. Previously, Damon was a Co-Founder of Rundeck, the makers of the popular open source runbook automation platform acquired by PagerDuty in 2020. Prior to Rundeck, Damon was the Managing Partner of DTO Solutions, a DevOps and Operations Improvement Consultancy. Damon has spent the past 22 years working with both the technology and business ends of IT Operations. He is noted for being a leader in porting cutting-edge DevOps techniques to large-scale enterprise organizations.

Damon is a frequent conference speaker and writer who focuses on DevOps, SRE, and Operations improvement topics. Damon is active in the international DevOps community, co-host of the DevOps Cafe podcast, and a content chair for Gene Kim’s DevOps Enterprise Summit.

Abstract

When failure is inescapable, response capabilities determine our ability to protect customer satisfaction. Join us as PagerDuty’s Damon Edwards discusses the opportunities for improving outcomes by taking a holistic approach to applying automation throughout the entire incident response lifecycle.

From detection and remediation of the underlying technology issues to enhancing customer service interactions, this talk will highlight how high-performing organizations are applying automation to improve customer satisfaction, reduce downtime, and contain the costs of incident response.

10:15 AM - 10:35 AM

A Digital First Approach to Customer Lifecycle Management

Doug Shum | Director of Financial Services Solutions, Appian

Doug Shum is the Director of Financial Services Solutions at Appian Corporation, developing solutions to solve for the multiple financial institutions business needs. His primary focus is to design and develop solutions that enable this key market to face new competition in today’s digital- first world. The Connected Suite of Customer Lifecycle Management solutions help drive revenue growth, manage the ever changing regulatory environment, and drive efficiency in onboarding, servicing and KYC operations.

Doug has worked in financial technology for over 25 years. Prior to joining Appian, he was the Director of Product Management & Strategy at Fiserv. In this role, he led teams responsible for the product portfolios for data & analytics, risk & fraud, customer loyalty, account pricing, digital marketing, and professional services. Doug also spent 10 years consulting with banks and credit unions designing lending & deposit product offerings, performing efficiency reviews, performing software conversions to new platforms, lending best practices, assisting with charter mergers, designing general ledger structures, and developing custom programs.

When not focused on financial technology, you will find Doug on the baseball field coaching his youngest sons (13 years old) travel baseball team. Doug and his family enjoy the mountains, outdoors and of course baseball.

Abstract

Global financial services institutions are adopting low-code solutions to rapidly transform their manual, fragmented, and risk laden processes to client onboarding, servicing and KYC. Appian industry expert Doug Shum, Director of Financial Services Solutions, will lead an informational session on how to simplify, accelerate, and modernize customer onboarding. Sharing real-life examples, Doug will demonstrate how companies can accelerate time-to-market, empower business users and enhance customer service with end-to-end connectivity.

10:35 AM - 10:55 AM

Platinum Sponsor Presentation

Dharm Kapadia | Head of Financial Services and Insurance Practice, Grid Dynamics

Dharmendra “Dharm” Kapadia is the Head of the Financial Services and Insurance Practice at Grid Dynamics. Dharm is an accomplished senior technology executive with 25+ years of experience in developing and executing business technology solutions and strategies.

Prior to joining Grid Dynamics, Dharm was Associate Director, Data Strategy/Architecture and Governance at EquiLend, where he is led the firm’s initiatives in artificial intelligence (AI) and machine learning (ML). Before EquiLend, he was Senior Vice President and Head of Engineering and Operations at nova IQ, an AI and ML services firm.

He has held senior technology and consulting roles at Ness Digital Engineering, Apollo/Gravitas, Oliver Wyman Group, Goldman Sachs and Proctor & Gamble. Dharm holds a bachelor’s degree in electrical engineering from the New Jersey Institute of Technology.

10:55 AM - 11:15 AM

Demo Area Visit

11:15 AM - 11:35 AM

Platinum Sponsor Presentation

11:35 AM - 11:55 AM

Platinum Sponsor Presentation

11:55 AM - 12:15 PM

Platinum Sponsor Presentation

12:15 PM - 1:00 PM

Lunch Break

1:00 PM - 1:20 PM

Redis Presentation

Henry Tam | Principal Solutions Marketing Manager, Redis

Henry is the Sr Solutions Marketing Manager at Redis where he drives the vertical industry solutions go-to-market strategy and messaging. He has over 20+ years in the IT industry as a product marketer and product manager at HPE, Dell, and F5 Networks with broad technical and business experience in developing, launching, and managing software solutions that meet the digital transformation needs of data driven industries including financial services, retail, and healthcare.

He received his Master of Business Administration from the University of Houston and a Bachelor of Science degree in Electrical Engineering and Computer Science from Stevens Institute of Technology.

1:20 PM - 1:40 PM

Before New Customer Tools, You Need a New & Adaptive Mindset

Madhu Magadi | Banking & Financial Services Modernization & Business Architecture Practice Leader, NTT DATA

Madhu has over 25 years of experience in banking operations and technology management, spreading across architecture, digital, payments, artificial neural networks and consulting. Currently, he is managing director and lead consultant for the Bank Modernization Practice at NTT DATA. As a thought leader and practitioner, he delivers modernization outcomes by leveraging banking business, domain, operations and technology functions.

Abstract

Before banks focus on new tools and technologies that enable world-class customer experiences, they must adopt a new and adaptive mindset. Consumers are demanding convenient, hyper-personalized experiences, regardless of whether they are streaming a movie or opening a checking account. In response, banks must embrace a new and adaptive mindset, a mentality that will meet the need to transform their business and operating models from product-focused to customer-centric.. This reimagined model requires a modern core and platform architecture that enables distributed agile ecosystem strategies with “core-less” platform, open banking, and embedded financial services at the point of sale. Some believe this is defined as Banking 4.0. We believe this mindset goes beyond Banking 4.0 and builds the foundation for Banking 4x..
In this session, you will uncover real-world examples that demonstrate how this new approach, known as Banking 4x , will change your cloud strategy whether private cloud, public cloud, or hybrid, and transform your outlook on the latest banking tools and technologies.

1:40 PM - 2:00 PM

Sprinklr Presentation

2:00 PM - 2:20 PM

Demo Area Visit

2:20 PM - 3:15 PM

Panel Discussion

(Moderator) Joseph Kennedy | Partner, PwC

Joe Kennedy leads PwC Financial Services’ Technology Architecture and Application & Emerging Tech practices. He has more than 27 years of experience leading design, development, delivery and operations of high-performance transactional and information systems in critical FS environments. He possesses expertise in strategic planning, enterprise information integration, enterprise architecture, systems development, agile, disruptive technologies, telecommunications, operations, infrastructure, support and user experience. Joe holds a Bachelors in Computer Science from Clark University and speaks internationally on a range of architectural, integration and disruptive technology topics.

Grant Asplund | Chief Evangelist, Check Point Software Technologies

For more than 20 years, Grant Asplund has been sharing his insights on how businesses can best protect themselves from sophisticated cyber-attacks in an increasingly complex world. As Check Point’s chief evangelist, he travels the world enthralling audiences with his passionate and relational storytelling at conferences like RSA and Next100 CIOs and numerous media interviews. Grant’s wide range of cyber security experience informs his talks, having served in diverse roles ranging from sales, marketing, business development and senior management for Dome 9, Blue Coat Systems, Neustar and Altor Networks. As CEO of MetaInfo, he led its acquisition by Neustar. Grant is the host of the TalkingCloud podcast (www.talkingcloud.podbean.com) on Cloud security.

Eileen M. Holcomb | Head of Strategy & Transformation, J.P. Morgan Payments

Eileen Holcomb is an Executive Director in J.P. Morgan Payments. She leads the Strategy & Transformation team for digital. In this role she is responsible for executing on the Access Digital Channels strategy, investment planning, leading the communications strategy, as well as internal & external engagement. Prior to this, Eileen led Strategy & Client Experience for Digital Channels within the Corporate & Investment Bank. In this role Eileen was responsible for developing and leading strategic initiatives, building out the client experience and research program, launching internal and external communications regarding Digital Channels and sales enablement. She partners across the organization to deliver this vision to our clients and provide them with exceptional digital experiences.

Prior to joining JPMorgan Eileen worked at Bank of America in New York, NY and Charlotte, NC where she was a part of the Consumer MBA Leadership Development Program. After finishing the program, Eileen worked in Global Transaction Services in a variety of roles in payments product development, strategy and innovation. She also led Strategy, Innovation & Data for the Business Banking segment. Prior to business school Eileen worked at E&Y in their Fraud Investigation & Dispute Services business doing financial consulting in Boston, MA. Eileen attended Babson College for her undergraduate degree. She attended Boston College for her MBA. Eileen lives in Manhattan and is passionate about the intersection of transformation, digital tools and the client experience to deliver the next gen of financial services.

Lance M. Senoyuit | Sr. Principal, Financial Services Industry Executive Advisor, SAP

Lance is part of a team of professionals at SAP that provide industry thought leadership and expert consultation to support customer co-innovation, enterprise transformation, and business process performance improvement programs. Bringing over 30 years of experience to his current role as a Sr. Principal, Industry Executive Advisor at SAP. Lance’s priority is to lead customer engagements to assess strategic objectives, innovation scenarios, key improvement opportunities and other sources of incremental economic value.

3:15 PM

Closing Remarks

Location Details

Convene – Downtown Liberty
1 Liberty Plaza, New York, NY, 10006