Thursday, June 14, 2012

1:45 PM - 2:30 PM
At Your Service: Innovative Strategies for Creating a Customer Service Culture
Joseph Coleman, President, RITECHECK
Lisa Henken, VP Customer Experience, NETSPEND CORPORATION
Ed Sheerins, Vice President, Head of Branch Administration, CARVER FEDERAL SAVINGS BANK

Experts share their wisdom on delivering top-notch customer service experiences that not only guide consumers to the right financial behaviors and choices, but build customer trust in your company and products. Learn how your employees can use teachable moments to educate consumers, how to leverage data on customer usage patterns and complaints to improve products and services, and how to create an environment that encourages your employees to act swiftly and fairly to resolve issues in both online and in person environments.

2:40 PM - 3:25 PM
Encouraging Saving through Behaviorally-Informed Product Design
Sarika Abbi, Director Ideation, DOORWAYS TO DREAMS (D2D) FUND, INC.
Priya Haji, CEO & Co-Founder, SAVEUP
Jayson Halladay, Co-Founder, PIGGYMOJO
Monica SanMiguel, Program Manager, Advisory Services, CENTER FOR FINANCIAL SERVICES INNOVATION

PiggyMojo and SaveUp are two innovative approaches to savings that harness smart design and technology to help consumers save. Both models reward positive financial behavior and incentivize behavior change. Hear from both companies as they demo their products and share their insights into the behavioral side of savings. Also, hear from D2D as they highlight new research on savings showing consumers welcome product design that help them to their savings goals.

4:00 PM - 5:30 PM
Dial M for Money: Mobile Opportunities for the Underbanked
Bill Barhydt, Founder and CEO, ABRA
Paul Breloff, Managing Director, ACCION VENTURE LAB
Jeanne Hogarth, Consumer Research, Consumer & Community Affairs, FEDERAL RESERVE BOARD
Michelle Jun, Senior Attorney, CONSUMERS UNION
John Tantum, Executive Chairman, WIPIT

Technology and mobile innovation in the financial services industry have been improving at lightning speed, but to what extent are these devices and programs actually being used by underserved consumers? Find out how the biggest players in mobile financial services are using innovative technology to provide mobile banking, payments, and other services to underbanked consumers and what consumer advocates are saying about new protections for these users.