Date & Time
Thursday, June 29, 2023, 11:00 AM - 12:30 PM
Name
From Moments to Journeys: A Paradigm Shift in Customer Experience Excellence
Description

Case Study – UX As A Service: The Paradigm Shift
This case study explores the challenges the Brazilian financial services industry faces and depicts ways to generate a billion dollars of savings every year. It addresses security, technology, infrastructure and customized user experience. It presents the pillars underpinning the evolution of the self-service model in Brazil. Delivering a customized user experience on a shared platform allows each bank to explore its strategy in different and customized ways. 
Chairs: Rowan Berridge and Dominic Hirsch
Speaker: Jaques Rosenzvaig, TecBan

Case Study – A Self-Service Journey 
A comprehensive strategy around self-service capabilities that creates a simple, engaging user experience can provide an efficient platform for branch operations while also increasing overall customer satisfaction. In this session, Mark Williamson from Huntington National Bank will describe the journey Huntington has taken in creating a world class user experience based on self-service that focuses on customer satisfaction and convenience. 
Chairs: Rowan Berridge and Dominic Hirsch
Speakers:
Bill Budde, Hyosung Innovue
Mark Williamson, Huntington National Bank

Panel – Shaping the Global Payment Landscape: Key Digital Payment Trends
Digital payments are at the epicenter of a significant transformation in the financial services industry. Join us as we discuss the latest trends that are influencing the industry. How are customer expectations driving change? What are the new use cases for real-time payments? Which new technologies should banks be adopting? How will open banking and integration continue to drive change?
Moderator: Thad Peterson
Speakers:
Aaron Bridgers, Regions Bank
Don Cardinal, Financial Data Exchange
Robert Dunnette, Google Pay
Margaret Ryan, American Express