Agenda

Please note that all times listed are EDT (Eastern Daylight Time; -4:00 UTC)

There are no agenda items with this track

10:00 am

10:00 am

Networking

NETWORKING

Enter Networking Lounge, Connect with Your Industry Colleagues

  • Get a good start on the day and make connections with industry leadership
  • Join “drop-in” roundtables on most topical issues
  • Schedule 1-2-1 video meetings with peers
  • Gather essential content at virtual exhibit booths

11:00 am

11:00 am

Setting Today’s Plan from your Host

Be reminded of some of our virtual platform’s advantages. Plan out your time strategically to achieve your most pressing needs.

11:05 am

11:05 am

Keynote Address: Digital Growth Strategies

Examining the Impetus That COVID-19 Has Created For Digital Growth, Enhanced Experiences And Reduced Operational Costs

The need to move to a more digital banking model has been planned or played with for almost a decade, but COVID-19 has made the need for digital growth strategies, improved digital experiences and reduced operational costs more important than ever. Financial institutions of all sizes must reassess their existing business models, core systems structure, distribution networks, commitment to innovation and product assortment for a marketplace with more demanding customers, more agile competition and shareholders who are looking for greater efficiencies. With this health crisis, customers are more willing, more accepting and more welcoming than ever before to a digital channel, digital platform and digital service. This presents the right opportunity for financial services firms to aggressively drive digital growth strategies. This session will enable delegates to develop an effective structure for, by focusing on the following five digital growth strategies:

  • Leverage relevant ecosystems beyond the traditional core
  • Develop a financial supermarket
  • Capitalize on growth opportunities shaped by customer journey
  • Monetize customer interaction, engagement and data responsibly
  • Evolve into a product, service or infrastructure/platform manufacturing factory

Navigating COVID-19 impact chaos, galvanize the shift to bolder thinking& create sustainable growth digitally

11:30 am

11:30 am

PANEL DISCUSSION: A GLOBAL GAMECHANGER

LESSONS FROM COVID-19: What Does This Turbulent Time Mean for Financial Services and the Digital Bank in the Future?

Coronavirus and the disruption it caused has had serious implications for the financial services industry, but will we see a continued, long-term financial crisis? What can the industry do to ensure smoother, better digital experiences for all involved?  This vital, timely benchmarking panel will examine what we have learned so far and how to build stronger relationships and  build great trust between your channels and digital customer experiences. Create a blueprint and discuss:

  • Fulfillment of social missions to support households and businesses with credit – what is the next phase
  • Balancing digital start-ups vs incumbents
  • Lessons from critical weaknesses – stress testing your digital channels for the future
  • Track the changing customer journey across all channels:
  • Building trust, counteracting fraud and adjusting to the ‘new normal’

12:00 pm

12:00 pm

Industry Expert

The Social Transformation of Digital Marketing

Understanding the true value and potential of social has become more imperative as organizations look for new possibilities in the post-pandemic economy. With marketing organizations looking to reimagine their business models and quickly adapt to more digital ways of connecting with customers and employees, social has a vital role to play in the years ahead. CMOs report today that digital transformation efforts have significantly accelerated and prioritizing changes to customer behavior has become one of  the most important factors setting their future direction. Join us as we help quantify the benefits of social’s role in aiding in organizational transformation, uncover how mature organizations are capturing more value and efficiency, and better understand how social offers a catalyst for digital culture shifts, including:
  • How increasing an organization’s social maturity directly lifts digital transformation efforts including accelerating digital culture shifts, championing the audience perspective with continuous feedback loops, and deepening customer relationships and value.
  • How Social is a critical part of broader transformation and how institutions can  stay a step ahead of the rapidly changing landscape of digital technology, cultural trends, and shifting customers expectations.
  • How to  elevate the customer perspective making the human connection the center of  all interactions and relationships with customers, workforce, community, and partners. To truly transform and reach tomorrow’s customers, marketers must see social as the ‘conscience’ of the customer
Optimize the use of social in your marketing mix to drive consumer engagement.

12:20 pm

12:20 pm

Networking

NETWORKING

Visit Virtual Booths, Source Content and Engage in Demos with Industry Experts

  • Pose your biggest questions to leading industry vendor experts through 1:1 video conversations or chat.
  • Experience a live demo and understand your options. Source leading-edge content from virtual booths.
  • Walk away satisfied with solutions to your biggest challenges.

12:40 pm

12:40 pm

Keynote Address:

EMBEDDING DIGITAL ACROSS THE BUSINESS – Embracing Organizational Change and End-to-End Digital Transformation

As customers become more tech savvy and financial services firms adapt to their changing needs, ‘Digital’ is increasingly being seen as a core business model strategy which affects the whole firm. This session will discuss best practice examples of holistic approaches to technology and explore the benefits of seeing digital transformation as an essential strategy. Morph your organization towards digital change:
  •  Disruptive threats and emerging trends with AI and technology
  • New distribution channels and business models
  • Managing change and transformation around digital marketing that inspires, engages and captivates
Rebuild your organization to keep pace with the next generation of customers

1:10 pm

1:10 pm

INDUSTRY EXPERT:

How Tools and Personalized Videos are Essential to the Customer Journey during COVID

Hear how a variety of consumer-facing organizations have excelled through the pandemic via  will highlight case studies to show best practices for supporting your customers when you can’t meet face to face.

1:40 pm

1:40 pm

Industry Expert:

Digital Experiences in the Era of Local Lockdowns

At this point, we’re only too familiar with lockdowns, quarantines, curbside pickups, and other local symptoms of an extraordinary global event. Amid the confusion, a misconception has taken hold: marketers are misinterpreting the chaos as a pit—but chaos is, in fact, a ladder.
COVID-19’s unprecedented disruption means there may never be better time for established brands to embrace digital transformation. With the right guidance, businesses can find themselves perfectly placed to not only redefine how they engage their audiences, but finally join the dots between online and offline.

1:50 pm

1:50 pm

Networking

NETWORKING

Build Relationships, Network and Experience Unparalleled Peer-to-Peer Learning

Expand your network and engage in-depth learning with your peers. Take advantage of any format to further build your knowledge and networking base:

  • “Drop-in” virtual Roundtable chats with up to 15 fellow delegates
  • Cozy 3-4-person discussion
  • Engage in 1:1 video conversation with peers or vendors
  • Vendor solution roundtables

2:10 pm

2:10 pm

CASE STUDY: EMBRACING A BETTER POST-COVID B2B2C MODEL

How Can Banks Learn from Challengers and Fintechs To Improve Their Services for SMB’s?

Collabria is one of the challenger organizations that that the Canadian Credit union system is using to grow and enhance services for SMB financial institutions of all shapes and sizes. Find out in the session how Collabria delivers information, product enhancements, insights to all partners while maintaining the unique challenges.  Hear how they leverage technology solutions that enable a better interface with partners and distribute necessary materials to succeed. Find out what they learned:

  • What are the challenges faced and how they developed a universal solution that works for all
  • Don’t try to do it all – Prioritize via KPI’s and tangible metrics
  • Focus on the service our partners/customers can use, not what we think they can use
  • Human participation is critical – Training and relationships are critical to engagement

Embracing change through unique partnerships and models

2:40 pm

2:40 pm

Panel Discussion:

CONTENT EXPERIENCE – Harnessing the Other Driver of CX

Companies spend big budgets and months of work creating exquisitely designed experiences for users. Content doesn’t always get a similar amount of attention. A good content experience can help solve UX challenges – and drive branding in subtle ways. Understand the Content-UX connection and find out how to:

  • Where does content sit in the design/UX process?
  • What’s needed to do content right?
  • How do you maintain a consistent Content-CX experience across media

Build optimum content strategies to enhance CX

3:10 pm

3:10 pm

Key Take-Aways and Summary of Day One from your Host

Hear the key solutions and take-aways from today’s sessions. Source a summary of actions points for you to implement. Learn about the key highlights and content for tomorrow.

3:20 pm

3:20 pm

Networking

Networking Extravaganza and Virtual Happy Hour!

  • Meet informally with fellow delegates in “Drop-in” virtual roundtable chats.
  • Engage in 1:1 video conversation with peers or vendors.
  • Connect with fellow delegates as “recommend matches” based on similar interests and business objectives.

4:00 pm

4:00 pm

Conference Day 1 Adjourns

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