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Tuesday, June 3, 2014

1:30 p.m. - 2:15 p.m.
OAO Isn’t the Answer: How Digital Drives Branch Sales Today
Moderator: Chris Musto, Managing Director, NOVANTAS, INC.
Jamie Armistead, Executive Vice President and Head of Digital Channels, BANK OF THE WEST
Jody Bhagat, SVP Omnichannel Sales and Channel Engagement, US BANK
Greg Jacobi, SVP, Distribution, WEBSTER BANK

More checking switchers prefer to shop online and open in the branch than prefer any other path to purchase. Yet most banks still struggle to understand what differentiates online shoppers, how the bank’s digital presence can drive a store sale, and where to steer online shoppers for purchase.  As a result, banks don’t effectively manage the widest path to new checking acquisition, and branches discount the digital channel while suffering from suppressed foot traffic.

In this session, we’ll talk to executives representing digital and branch distribution to learn:

  • How to measure and improve the digital-to-store path to purchase
  • How multi-channel strategy can vary by market
  • When and where to invest in omni-channel capabilities
  • How to value and manage online shoppers that open online and open in the branch


2:15 p.m. - 3:00 p.m.
Understand the Digital Customer
Martie Woods, Lead Strategist, Thought Leadership, STONE MANTEL
3:15 p.m. - 4:00 p.m.
How Tablets Are Evolving the Digital Banking Experience
Moderator: Mary Monahan, Executive Vice President and Research Director, Mobile, JAVELIN STRATEGY & RESEARCH
Panelists: Raghavendra (Raghu) Bhat, SVP, Director Digital Strategy and Product Management, GCT Retail Services, CITI
Kristen Rankin, Senior Vice President Head of Product Management Enterprise Digital & Payments, SUNTRUST BANK
Patrick Kelly, Emerging Technology Executive, USAA
Ramon Kurkchubasche, SVP, Head of Digital Channels, UNION BANK

Consumer adoption of tablets is reaching 45 per cent—markedly faster than smartphones. Given this, banks and credit unions must quickly determine how tablets fit into their comprehensive digital strategy. Yet nearly half of the top 25 banks by deposit currently lack a tablet app.

Tablet-optimized apps provide a lucrative opportunity for increased customer satisfaction that is not being addressed. What do consumers want in a tablet app? What are the do’s and don’ts of creating a tablet app? What are best practices for redefining an omnichannel banking experience to include tablets?

This panel of financial institutions will share ROI driven strategies to meet the customer of today and tomorrow. Expert panelists will explore the similarities and differences in developing a tablet app from other digital channels, like smartphone and web.

4:00 p.m. - 4:45 p.m.
Social Media and Banking: Shifting from Defensive to Offensive
Bill Sullivan, Global Head of Financial Services Market Intelligence, CAPGEMINI

The rise of digital has transformed the financial landscape and high expectations of digitally savvy Gen Y are driving down customer experience levels, forcing banks to rethink their approach to meeting the demands for mobile and social media.

The integration of social media is an emerging priority for retail banks, but are banks’ future plans properly aligned with customer expectations?  Transitioning from a defensive position in social media to an offensive one can provide banks with further opportunities to embed themselves socially into their clients’ day-to-day lives. This will help banks differentiate themselves and increase the convenience of banking and financial needs of their customers. 

4:45 p.m. - 5:30 p.m.
Digital Analytics
Fergus Gordon, Partner, A.T. KEARNEY
Michael McEvoy, Senior Principal, Payments Strategy, MASTERCARD ADVISORS
Patrick Kelly, Emerging Technology Executive, USAA

Digital analytics promises to be transformative. As computing resources have evolved, the effective use of digital analytics can deliver substantial top- and bottom-line benefits. Building capabilities in this area will not only improve performance in traditional segments and functions, but also create opportunities to expand product and service offerings.