Mastering Digital Experiences: DCX & DEX Strategies

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.

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.

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.

David Lowe is the Verizon Business Senior Director for global  financial services accounts based in New York City. He started with Verizon  in 2016 having come from Hewlett Packard, Avaya and Salomon Smith Barney. David holds a B.S. in Management Systems from Rensselaer Polytechnic Institute.

Desiree Flynn is Vice President, Verizon Business Group, Global Enterprise Solutions with responsibility for an organization of over 300 Solution Specialists across: Cyber Security, Workforce Collaboration (Unified Communication & Collaboration) and Customer Experience supporting Verizon’s Global Enterprise and Public Sector clients.

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.

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.

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.

Vibha is an Executive Director at Morgan Stanley, where she leads Self-Service for Wealth Management Platforms & Digital Direct. In this role she works with leaders across the firm to define the strategy for personalized client support, including the development of AI-driven solutions. Prior to Morgan Stanley, she was Head of Operations & Planning for Retail Digital Platforms at Charles Schwab and led digital strategy & transformation for TD Ameritrade. Vibha has deep experience designing and leading growth initiatives in retail brokerage, wealth management, and banking.  Her teams have delivered integrated solutions for client onboarding, securities trading, and personalized service, with a focus on improving client experience and business efficiencies.

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.