Digital Transformation and the Customer Experience

 

Agenda | Location

This event will consist of a series of Seminar presentations, followed by a Discussion led by WSTA Board Members. The Seminar presentations will focus on Digital Customer Experience (DCX) technologies. Then we invite you to join us for a lively and informative discussion on Culture in the Workplace, including how emerging/maturing technologies and office space play into a firm’s culture. Read on for a full description.

Digital Customer Experience (DCX) has become the watchword of next-generation customer interaction. On the customer-facing side, technologies such as social platforms, chatbots, human-machine interfaces like Alexa and Siri, and virtual reality (VR)/augmented reality (AR) are dramatically changing how financial services firms interact with customers (whether individuals or businesses).  On the back technologies like AI, machine learning, and advanced analytics are providing financial executives with unprecedented insight into customer desires and behavior.

In sum, these technologies have the potential to radically transform financial services firms. They can spawn new lines of business, new products and new partner channels.

But these technologies have also heightened expectations from the digital ecosystem, and Wall Street firms need to dial up the pace of change to meet these expectations. These include protecting data while making it available to authorized users; storing, retrieving, and analyzing the data, and delivering the insights via a range of user experiences.

This seminar is designed to share visions and experiences on leading-edge methods to handle obstacles and accelerate this journey.

Participants will learn:

  • Which emerging DCX technologies deliver the biggest bang for the buck
  • How to beef up cybersecurity, data governance, and infrastructure to address the challenges posed by DCX
  • How to optimally staff and organize to implement DCX
  • How to measure the success of DCX initiatives
  • How to partner effectively to deliver a holistic DCX experience

Culture in the Workplace Discussion:

In today’s environment, the war for talent has become even more challenging.   Financial firms are facing steep competition from the technology industry, FinTech startups, and other industries.  In addition, the workforce now consists of multiple generations and Diversity and Inclusion is a key focus.  How does a company’s culture influence the ability to attract and retain the best and brightest?   Can culture make a difference on how effectively teams perform?   Do we need to make adjustments to our cultures as our workforce becomes more diverse?  How do firms use their culture to differentiate against potential competitors?   How do emerging/maturing technologies and your office space play into your culture? Come join us for a talk on Culture in the Workplace as we tackle these questions.

Agenda

8:00AM-8:30AM Registration & Breakfast

8:30AM-8:35AM WSTA Introductions: James Kostulias, Managing Director, Retail Client Experience, TD Ameritrade and WSTA President

8:35AM-9:20AM Keynote Presentation: “Digital Business Transformation: Investment Management”

9:20AM-9:45AM Premier Sponsor Presentation: “Bringing the Customer to the Center of Your Digital Transformation”

9:45AM-10:10AM Luncheon Sponsor Presentation: “Reimagining the Employee Experience: Place Employees at the Heart of Your Strategy for Greater Returns”

10:10AM-10:35AM Break and Demo Area Visit

10:35AM-11:00AM Presentation: “A Holistic Approach to Customer Experience in Retail Banking”

11:00AM-11:25AM Presentation: “One Portfolio to Secure and Accelerate Digital Transformation”

11:25AM-11:50AM Presentation: “Your Clients should be on Your App”

11:50AM-12:30PM Lunch and Demo Area Visit (Lunch Sponsored by NTT DATA)

12:30PM-12:55PM Presentation: “Strategies for Keeping up with the Accelerating Rate of Change”

12:55PM-1:20PM Presentation: “Driving Digital Transformation While Mitigating Risks and Ensuring Compliance”

1:20PM-2:15PM "Culture in the Workplace" Lively Discussion led by WSTA President and 1st Vice President

2:15PM- Seminar Concludes


Eligible for CPE Credits

Earn CPE Credits at this event! Click here for more details.

Registration Information

WSTA Corporate and Individual members receive complimentary admission to WSTA Seminars & Panel Discussions. See if your financial firm is currently a WSTA Member.
Non-Member Registration
Financial Industry professionals are eligible to attend for $250; Vendors and Service Providers, $895. To complete your Non-Member Registration, click here.

Cancellation

To Cancel your Registration, click here.

Address:
The Yale Club of New York City
50 Vanderbilt Avenue
New York, NY
10017
United States