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Letter from the Chairmen

"Margins are pinched, loan demand has yet to recover, consumers and regulators are pushing back on all kinds of fees – in some ways, it seems as though nothing has changed over the last 12 months." Read more...

Thursday, March 14, 2013

2:15 PM - 3:00 PM
The Use Of Social Media To Enhance Customer Service And Experience
Wendy Arnott, Vice President, Social Media and Digital Communication, TD BANK GROUP

In this session, you will learn how TD Bank Group is embedding social media in the core of its business processes with the goals of improving customer service and gaining business insight, improving productivity and engaging employees.

3:00 PM - 3:45 PM
Banking by Design: The New Frontier
Art Smith, Executive Vice President, Chief Marketing Officer, THE BANK OF TOKYO-MITSUBISHI UFJ,
Stephen Beck, Founder & Managing Partner, CG42

While the invention of the ATM, online banking and mobile wallets have radically transformed the banking industry over the past 20 years - there is one thing that continues to set banks back in time: nickeling and diming customers with fees. Whether its overdraft, minimum balance, monthly maintenance or ATM withdrawal fees – consumers continue to be hit with a variety of painstaking charges. In fact, a recent survey by CG42 found that 71 percent of consumers believe banks only care about their own business and not the needs of customers. This session will share insights on how and why Union Bank completely changed the way it interacted with customers. By introducing customized banking programs the bank not only lowered the vulnerability of its brand, but raised the bar on innovation and customer service in the industry.

4:00 PM - 4:45 PM
Trends and Best Practices for Mobile Banking
Moderator: Mary Monahan, Executive Vice President and Research Director, Mobile, JAVELIN STRATEGY & RESEARCH
Niti Badarinath, SVP, Head of Digital Strategy & Mobile Banking, U.S. BANK
Neff Hudson, AVP for Emerging Channels, USAA
Armin Ajami, VP, Senior Product Manager, Digital Channels, WELLS FARGO

Mobile banking is on the rise, now used by one of every three consumers. Seismic shifts are occurring in the mobile banking offerings of financial institutions, as they build out and expand mobile money movement capabilities. But many top FIs fail to provide certain critical capabilities that their customers desire. This session will analyze and compare the mobile banking services of the leading 25 U.S. retail financial institutions by deposit size to identify trends and best practices for mobile banking. Three key functionalities in leading offerings are identified by Javelin as areas of special focus. The session also looks at consumer activity data to explore how consumers are fundamentally altering their mobile financial behavior over time.