
9:00 – 9:35
DIGITIZATION AND DIGITAL TRANSFORMATION
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
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Lottie Fordham, US Head of Strategy Initiatives, HSBC (TBC) |
9:35 – 10:10
INFRASTRUCTURE/ARCHITECTURE
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
10:10-10:40
Morning refreshment break and networking
10:40 – 11:25
FINTECH COLLABORATION – PANEL DISCUSSION
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
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Benjamin Maxim, Chief Digital Strategy & Innovation Officer, MSU Federal Credit Union |
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Rodrigo Suarez, Chief Banking & innovation Officer, Piermont Bank |
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Curt Queyrouze, President, Coastal Bank, Coastal Financial Corporation |
11:25 – 12:25
CHATBOTS WORKSHOP
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
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Miguel Navarro, SVP, Business Technology Executive – Conversational AI Enterprise Delivery, KeyBank |
12:25-1:25
Lunch break and networking
1:25- 2:10
CHATGPT/GENERATIVE AI – PANEL DISCUSSION
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?
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Dr. John Rares Almasan, Senior Managing Director, Head of ClienTech and AI, TIAA |
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Miguel Navarro, SVP, Business Technology Executive – Conversational AI Enterprise Delivery, KeyBank |
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Stan Yakoff, Head of Americas Supervision, Citadel Securities |
2:10- 2:45
AI AND MACHINE LEARNING
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
OPEN BANKING
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
3:20-3:50
Afternoon refreshment break and networking
3:50- 4:25
TECHNOLOGY
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
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Jeremy Balkin, Global Head of Innovation & Corporate Development, J.P. Morgan (TBC) |
4:25- 5:00
CBDC, STABLECOINS AND DIGITAL ASSETS
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
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Sunil Challa, Managing Director, Global Head of Payments Architecture and Strategic Solutions, Group CTO, Credit Suisse |
5:00- 5:35
BLOCKCHAIN
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
5:35-5:45
Chair’s closing remarks
5:45
End of day one and networking drinks reception
9:00- 9:45
REAL-TIME PAYMENTS – PANEL DISCUSSION
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
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Allan Rayson, EVP, CTO, Chief Innovation Officer, Encore Bank |
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Barry Baird, Head of Payments Capability & Delivery, TD |
9:45- 10:20
TREASURY
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
10:20-10:50
Morning refreshment break and networking
10:50- 11:25
CUSTOMER EXPERIENCE
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
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Sean Albertson, Head of Client Experience Measurement & Analytics, |
11:25- 12:00
USER EXPERIENCE & CUSTOMER JOURNEY
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
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Amresh Mathur, Head of Digital Acquisitions and Customer Experience, Citizens |
12:00- 12:35
PERSONALIZATION
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
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John Stewart, Global Head of Commercialization, Bank of America |
12:35-1:35
Lunch break and networking
1:35- 2:20
DATA – PANEL DISCUSSION
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
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Fiona J Deroo, Managing Director, Global head of Product Launch & Commercialization Groups, Bank of America |
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Alethea Avatara, SVP, Product & Business Transformation, Wells Fargo |
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Matthaeus Sielecki, Co-Head, Merchant Solutions, Deutsche Bank |
2:20- 2:55
FRAUD & CYBER SECURITY
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
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Jonas Vernon Ng, COO Laurel Road, a division of KeyBank, KeyBank |
2:55-3:25
Afternoon refreshment break and networking
3:25- 4:00
HOLLISTIC RISK MANAGEMENT
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
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Rahul Agarwal, SVP, Product Management, Wells Fargo
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4:00- 4:35
VOLATILE MARKETS
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
4:35-4:45
Chair’s closing remarks
4:45
End of Congress