9:00 – 9:35

Challenges of transitioning from legacy infrastructure to the next generation of digital

  • Executing between transformation strategy and initiatives execution across the business
  • Reducing the cost and time it takes to make change
  • Ensuring process is made easier for the customer when digitally transforming
  • Enhancing digital infrastructure to better integrate with partners
  • Understanding how AI and ML is being used for digitization
  • Ensuring governance is carried out correctly to identify potential new risks
  • Aligning transformation targets across an institution
  • Transforming digital service to compete with digitally and tech focused companies
  • Improving connectivity of online and in branch technology
  • Adhering to regulations when digitally transforming
  • Effectively managing technical debt when transforming digitally
  • Developing digital transformation at an enterprise level

Lottie Fordham, US Head of Strategy Initiatives, HSBC (TBC)

9:35 – 10:10

Leveraging technology to bridge the gap between legacy systems and new technology infrastructure systems

  • Leveraging microservices to augment existing legacy systems
  • Converting from a legacy bank to a new digital infrastructure
  • Adapting infrastructure to drive more holistic consistency across an institution
  • Complexities with enhancing a banks infrastructure to a new technology
  • Funding challenges with transitioning away from a legacy system
  • Overcoming legacy systems in order to compete with digital banking competitors
  • Optimizing digital infrastructure footprint as data continue to grows
  • Using AI to move traditional infrastructure to newer digital technologies
  • Interoperability challenges of legacy and new technology
  • Utilizing the full potential of new digital systems or partnerships
  • Improving reliability and ease of digital use with an enhanced infrastructure


Morning refreshment break and networking

10:40 – 11:25

Assessing what lessons legacy banks can learn from fintech digital only banks through collaboration and partnerships

  • Regulatory disparities between legacy and digital banks
  • Assessing how firms partner with the best fintechs and solutions for the customers benefit
  • Analyzing competition for customer experience between banks and big tech companies
  • Partnering with fintechs to create journey based experiences
  • Sharing data and experience to build digital relationships with fintechs
  • Adapting strategies to compete with seamless customer experience of bigetchorganizations
  • Reviewing how fintechs are leveraging AI to create products and protect against fraud

Benjamin Maxim, Chief Digital Strategy & Innovation Officer, MSU Federal Credit Union


Rodrigo Suarez, Chief Banking & innovation Officer, Piermont Bank


Curt Queyrouze, President, Coastal Bank, Coastal Financial Corporation

11:25 – 12:25

Improving an institutions chatbots to enhance customer experience

  • Managing experience expectation from customers
  • Optimizing existing chatbots with newer advanced technologies
  • Use of generative AI to improve function
  • Challenges of developing out chatbots with the use of AI
  • Enhancing chatbots for greater capabilities across the bank
  • Reviewing the change in customer behavior with the use of chatbots
  • Enhancing operational efficiency and automation

Miguel Navarro, SVP, Business Technology Executive – Conversational AI Enterprise Delivery, KeyBank


Lunch break and networking

1:25- 2:10

Enhancing generative AI tools for use within the banking sector

  • Safety, ethical challenges and responsibilities with the use of ChatGPT
  • Understanding how large language models can support and enhance a user’s journey
  • Use of large language models whilst adhering to regulatory requirements
  • Understanding and overcoming bias challenges
  • Need for large volumes of accurate data
  • Improving the precision of generative AI for certain tasks
  • Reviewing areas of a bank that generative AI can be used to improve services
  • Digitizing manual process through the use of large language models
  • Demonstrating transparency and trust with generative AI models
  • Assessing the accuracy of generative AI output
  • How will the use of ChatGPT continue to evolve within banking?

Dr. John Rares Almasan, Senior Managing Director, Head of ClienTech and AI, TIAA


Miguel Navarro, SVP, Business Technology Executive – Conversational AI Enterprise Delivery, KeyBank


Stan Yakoff, Head of Americas Supervision, Citadel Securities

2:10- 2:45

Use of AI and ML to conduct predictive analytics on data and bring new products to the market

  • Importance of accurate data for AI and Machine Learning
  • Carrying out required due diligence on AI solution providers
  • Ensuring digital data is applied in a appropriate way
  • Leveraging AI to improve digital experiences
  • Reviewing current and future capabilities of AI within a institution
  • Optimizing current process with AI to enhance a customers experience
  • Building predictive analytics on top of available data
  • Discussing how AI and Machine Learning will be regulated within firms

2:45- 3:20

Reviewing how digital environments are preparing for or already using open banking as a tool

  • Leveraging open banking to benefit retail sector and institutional clients
  • Overcoming the challenge of aggregating bank accounts
  • Enhance security when aggregating bank accounts to ensure protection of customer’s data
  • Lessons learnt to effectively implement and manage open banking
  • Legacy issues when it comes to implementing open banking
  • Applying AI and Machine learning to open banking and open data


Afternoon refreshment break and networking

3:50- 4:25

Keeping up with the pace of technological advancements

  • Upskilling workforce to keep ahead of technological developments
  • Ensuring technology is built out correctly and capabilities fully utilized
  • Assessing usage patterns to understand best practice and improve new technology adoption
  • Assessing the investments within tech whilst anticipating a recession
  • Improving efficiencies in operations with latest technologies
  • Assessing developments in cloud technologies
  • Assessing the technological capabilities of quantum computing

Jeremy Balkin, Global Head of Innovation & Corporate Development, J.P. Morgan (TBC)

4:25- 5:00

Reviewing which firms will be driving CBDC adoption and who CBDCs will be initially made available to in the US

  • Incorporating digital assets into the online digital experience
  • Anticipating regulatory expectations on digital assets
  • Understanding how stablecoins and CBDC would enter the digital assets space
  • Understanding new risks introduced with stablecoins and CBDC
  • Reviewing privacy concerns of using CBDC
  • Transfer of CBDC ownership across borders
  • Tracking the ownership and also the usage of a digital currency across users
  • Impact of CBDC on monetary policies for countries

Sunil Challa, Managing Director, Global Head of Payments Architecture and Strategic Solutions, Group CTO, Credit Suisse

5:00- 5:35

Leveraging blockchain technology to build new market infrastructure

  • Reviewing the use cases of blockchain technology within financial institutions
  • Use of blockchain to enhance real time settlement between businesses
  • Need for regulatory clarity on blockchain use within firms
  • Lack of maturity of blockchain and the challenges it poses
  • Working with regulators to define right roadmap and adherence
  • Incorporating risk and compliance to protect client


Chair’s closing remarks


End of day one and networking drinks reception

9:00- 9:45

Anticipating how the real-time payments landscape will continue to grow over the next year

  • Shifting real-time payments out of siloed applications and viewing holistically
  • Complexities of real time payments across jurisdictions
  • Digitizing and automating treasury operations to enhance real-time payments
  • Challenges and opportunities with the increased use of real-time payments
  • Collaboration with European firms to enhance real time payments
  • Ensuring risk controls are in place for real-time payments
  • Operational risk of keeping up with real-time payments
  • Preventing heightened fraud risk due to shortened life cycle of real-time payments

Allan Rayson, EVP, CTO, Chief Innovation Officer, Encore Bank


Barry Baird,  Head of Payments Capability & Delivery, TD

9:45- 10:20

Reviewing how technology has become an enabler to fully digitize treasury operations

  • Understanding how digitized treasury operations can enhance liquidity management
  • Leveraging real-time payments to enhance a customer journey
  • Importance of partnering with the right technology partner
  • Demand for IT capacity for integration
  • Leveraging technology to enhance connectivity of treasury departments globally
  • Importance of creating a central data lake used for multiple functions
  • Improving efficiencies from a treasury perspective through digitalization
  • Ability to integrate granular treasury data into different systems


Morning refreshment break and networking

10:50- 11:25

Enhancing customer experience to compete with digital banks and big tech organizations

  • Addressing how AI can assist with improving a customers experience
  • Requirements on data and technology to provide a seamless experience
  • Enhancing the front and back end process to improve the customers experience
  • Breaking the cycle of customer relationship fragmentation
  • Improving customer’s experience with increased partnership with non-financial services
  • Using intelligent targeting to better understand and anticipate the customers need
  • Overcoming pushback from senior leadership in CX funding and buy in

Sean Albertson, Head of Client Experience Measurement & Analytics,

11:25- 12:00

Improving customer onboarding process and remove any unnecessary friction

  • Enhancing user experience across different providers
  • Understanding how internal silos can limits seamless customer journey
  • Cost to create and improve digital experiences
  • Ensuring customer data privacy is adhered to on your platform
  • Blending digital and in-person channels to enhance the user experience
  • Crafting a seamless digital journey based on core experiences
  • Reliance on data and infrastructure for an efficient digital journey
  • Use of middleware to improve digital experiences
  • Understanding various customer behavior to enhance a customers journey
  • Managing a lack of tolerance from customers
  • Enhancing experience through using journey mapping and UX analytics

Amresh Mathur, Head of Digital Acquisitions and Customer Experience, Citizens

12:00- 12:35

Leveraging digital platforms to better personalize and offer products in a more efficient way

  • Understanding individuals’ behavior in order to tailor unique services
  • Security concerns of having increased data for personalization
  • Use of generative AI to enhance personalization
  • Enhancing data use to better personalize products
  • Personalization competitions with BigTech company’s such as Amazon or Netflix

John Stewart, Global Head of Commercialization, Bank of America


Lunch break and networking

1:35- 2:20

Leveraging accurate data for a deeper insight on merchants, consumers and customers

  • Use of data to understand and improve a customer’s experience
  • Leveraging use of real-time data to enhance a banks strategy
  • Ensuring customer/client data is effectively protected
  • Re-engineering systems to improve data management
  • Assessing how AI and technology can enhance the management of data
  • Technology advancements dependent on accurate data
  • Connecting data systems together in order to view it holistically
  • Importance of developing a harmonized data platform
  • Understanding business processes and overlaying different types of data

Fiona J Deroo, Managing Director, Global head of Product Launch & Commercialization Groups, Bank of America


Alethea Avatara, SVP, Product & Business Transformation, Wells Fargo


Matthaeus Sielecki, Co-Head, Merchant Solutions, Deutsche Bank

2:20- 2:55

Staying ahead of fraudsters in a digitally enhanced environment

  • Anticipating increased risk for digitally transformed banks
  • Utilizing institutional knowledge to better understand and mitigate fraud risks
  • Understanding how fraudsters overcome compliance protocols in place
  • Increased mobile use and the potential fraud risks associated with this
  • Monitoring customer behavior to anticipate fraudulent behavior
  • Ensuring identity of the people you are doing business with
  • Ensuring risk controls are in place for enhanced digital systems security
  • Preventing reputational risk with sufficient cyber security controls
  • Combatting the increase of cyber and ransomware attacks
  • Enhancing cyber protection on digital and mobile banking apps

Jonas Vernon Ng, COO Laurel Road, a division of KeyBank, KeyBank


Afternoon refreshment break and networking

3:25- 4:00

Managingchanging nature of riskin digital environments and how risk management needs to evolve

  • Overview of traditional risk management approaches
    • How does this need to be adapted?
  • Regulatory and customer response to evolving risks
  • Amplification of risk as a result of the power of social media
  • Transformation levers for modernizing your risk management process
  • Understanding what a robust risk management program could look like
  • Key challenges and best practice

Rahul Agarwal, SVP, Product Management, Wells Fargo


4:00- 4:35

Understanding how recent bank failures impact the evolution of digital banking and customer trust

  • How are volatile markets going to shake up and change the fintech landscape in a down market
  • Assessing how the downfall of SVB has impacted customer loyalty
  • Ensuring resilience and stability in volatile times
  • Effectively managing rates and creating new products to attract new depositors
  • Ensuring customer confidence throughout volatile markets
  • How can digital banks adapt the client experience in a volatile interest rate environment
  • Impact of mergers and acquisitions on clients and their experience
  • Overcoming reputational implications of recent banking failures
  • Digital banks competing with traditional firms in a down environment


Chair’s closing remarks


End of Congress