Mastering Digital Experiences: DCX & DEX Strategies

September 19, 2024
10:00 am to 1:00 pm ET
Upcoming Events, Virtual Event

This event explores the DCX & DEX strategies bringing in the biggest wins for financial services firms.

Join us for an insightful session exploring the limitless potential of DCX and DEX! We’ll dive into topics including:

Personalization & Customization

  • How can financial services firms leverage data analytics & AI to create highly personalized experiences?
  • How can they anticipate and meet the needs of both customers and employees?

Omni-channel Engagement & Compliance

  • How can financial services firms create a seamless experience for customers across multiple digital channels such as mobile apps, websites, social media, and chatbots?
  • What guardrails should be in place to balance the need for seamless experiences with compliance and privacy standards?

Uses for AI

  • Can we finally build chatbots that customers and employees find helpful and want to use?
  • How can we guage employee & customer sentiment without having to ask for feedback directly?
  • Is a custom GPT right for your organization?
  • We know AI can automate repetitive tasks for us. How can it assist with choosing the best tasks to automate?

Earn 3.0 CPE credits at this event! Click here for more information.

Featured Sessions

WSTA Introductions

Jeanne Andreana | WSTA Director

Jeanne joined UBS in 2019 and heads Digital Strategy and Products UBS Wealth Management USA. In this key role, Jeanne is responsible for designing and executing the holistic digital strategy for the Wealth Management business in the Americas, including the delivery of a state-of-the-art digital financial advisor & client experience across all business touch points and aligning business strategy to the overarching global digital capabilities.

Jeanne has 25+ years of experience leading business and technology teams focused on strategic projects & platforms in financial services. Prior to joining UBS, she served as the Head of Project Management for E-Trade and spent 12 years at Morgan Stanley, where she held a series of leadership positions including leading the field and client technology teams, technology training, banking and capital markets.  Jeanne has a BA in Economics from the State University of NY at Albany and an MBA from Iona College. Jeanne lives in Westchester county New York with her husband and 2 children.

Industry Perspectives: Digital Experiences in Financial Services: Strategies for Success

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.

Abstract

In the rapidly evolving digital landscape, financial services firms are increasingly recognizing the critical role of Digital Customer Experience (DCX) and Digital Employee Experience (DEX) in shaping their success. This presentation will delve into the profound impact of DCX and DEX strategies on customer satisfaction, operational efficiency, adaptability, and risk mitigation. During this insightful exploration of the limitless potential of DCX and DEX, we will uncover the strategies that have propelled financial services firms to thrive in the digital age and maintain their competitive edge.

Panel Discussion: Crafting a World-Class DCX/DEX Program

Abstract

Join our financial services thought leaders and technology experts as we discuss how to put together a world-class program for DCX and DEX. We’ll talk about emerging technologies, operational excellence, and the most critical KPIs for measuring success. And we’ll share the pitfalls and challenges. This lively and engaging dialogue will spark ideas and insights for all participants.  

(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.

Robert Berini | Managing Director, Experience Design and Analytics, UBS

Rob is a Managing Director at UBS serving as Head of Experience Design and Analytics for Wealth Management Americas. In this capacity, he leads a multi-disciplinary team of strategists, service designers, researchers, visual designers, interaction designers, copywriters, experience analysts, conversion specialists and usability experts. He focuses on harmonizing the work of all US Digital UX professionals across design disciplines and aligning the team with engineering, product management, operations and other cross functional partners. He works closely with senior product and technology leaders to deliver intuitive and differentiated user experiences for clients and advisors in Wealth Management Americas.

Michael O'Malley | Managing Director, Head of GlobalLink Digital & GlobalLink Synergy, State Street

Mike O’Malley is a Managing Director at State Street  where he manages GlobalLink Digital and GlobalLink Synergy which are SaaS businesses within GlobalLink, a division of State Street Corporation. Mike has launched and remains responsible for Global Link Digital. Global Link Digital is charged with reimagining the product distribution of State Street Global Markets and Global Link products across asset class to create a modern, enhanced user experience leveraging cutting edge technology. Mike has dedicated his career to building commercially focused, productive and resilient teams throughout the regulated and non-regulated electronic trading platforms space. Initially building a foundation in business development, Mike was quickly promoted to managing territories, regions and ultimately global businesses He sits on the Global Link Management team; Currenex Inc. Board of Directors and GlobalLink Risk and Oversight Committee. He and his wife, Liz, have two children and live in North Kingstown, Rhode Island.

Location Details

This is a virtual event powered by Webex Events (formerly Socio). Registered Attendees will be provided a login link to access the event site.