CBA Webinars

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Maren Colon
mcolon@consumerbankers.com
202-552-6394

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  • Look Who’s Talking Now – The Digital Banking AI Revolution

    Contains 1 Component(s)

    Let’s start the conversation about how AI-driven voice technology is shaping the future of banking and leading the transformation of how consumers interact with their financial institutions.

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    PRESENTER:

    Brian Abele, Director of Product Strategy, Fiserv

    ABOUT THE WEBINAR:

    Artificial intelligence is all around us, from speakers in our homes to assistants that live on our wrists. Voice interaction with machines is becoming ubiquitous.  This explosion of voice enabled devices is leading a revolution in the way we approach even the most mundane activity like turning on a light. When it comes to banking - voice is about to spark a new digital channel, evolving the way you interact with your clients. Let’s start the conversation on August 16th about how AI-driven voice technology is shaping the future of banking and leading the transformation of how consumers interact with their financial institutions.

    THIS WEBINAR WILL COVER:

    1. How are Americans approaching this brave new world
    2. Where banking fits into IoT
    3. Industry Use Cases

    TOP 3 BENEFITS TO ATTENDEES:

    1. Learn about how smart speakers are infiltrating our lives
    2. Learn how banking is becoming voice-friendly
    3. 3 things progressive FIs should be doing to embrace the AI powered future

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Brian Abele

    Director of Product Strategy, Fiserv

  • Zelle® and the Future of P2P Payments

    Contains 1 Component(s)

    A lot has happened in a few short years in the world of faster payments. We live in an always-on, real-time, all-the-time world. Real-time payments are here. Fiserv and Zelle® are at the forefront of the payments evolution.

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    PRESENTER:

    Matt Wilcox, Senior Vice President, Client Engagement, Fiserv

    ABOUT THE WEBINAR:

    A lot has happened in a few short years in the world of faster payments. We live in an always-on, real-time, all-the-time world. Real-time payments are here. Fiserv and Zelle® are at the forefront of the payments evolution.

    The world is pushing toward a new kind of digital financial services experience. P2P payments are skyrocketing. The market momentum behind Zelle is unprecedented. The adoption of P2P is growing at rates U.S. retail banking has not seen since the rush to launch debit cards in the late ‘80s and early ‘90s. 

    Power in a payments network is determined by your connections and the connections of those around you. Size matters. The biggest banks in the US are adopting Zelle as a means to satisfy consumers need for safe, fast P2P payments. Zelle can help financial institutions deliver on consumer expectations for payments at digital speed and compete against the successful new fintech entrants.

    Should Zelle have place in your payments strategy? Attend our webinar and find out how your bank can participate in Zelle and real-time payments.

    THIS WEBINAR WILL COVER:

    1. Market landscape for P2P Payments
    2. Consumer expectations for digital speed
    3. An overview of Zelle: the product, and adoption and engagement

    TOP 3 BENEFITS TO ATTENDEES:

    1. Gain an understanding the market environment for P2P payments
    2. Gain a foundation for building a business case for offering real-time payments
    3. Learn what it takes to get on board with Zelle and real-time P2P

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Matt Wilcox

    Senior Vice President, Client Engagement

    Matt Wilcox is the Senior Vice President of Marketing, Client Engagement and Innovation for Fiserv. In this role he guides the holistic market strategy of Fiserv payment solutions, with a focus on those that support digital and emerging payments. Wilcox oversees collaboration opportunities within the financial services industry helping to build digital and payment strategies and product innovations that help drive revenue, client retention, and new client acquisition. 

    Prior to joining Fiserv, Matt spent 15 years with Zions Bancorporation serving as Senior Vice President and the Director of Digital Channels and Marketing. During his career, Matt has directed work in emerging technologies, mobile and online banking, payments, social media, and marketing strategies. He is a frequent speaker at industry events and conferences and was recently recognized by Bank Innovation as one of the industry’s top innovators for the second consecutive year.

    Matt currently resides in Salt Lake City, Utah.  Active in his community, he serves as a board member for a number of non-profit organizations. He received his Executive MBA from the University of Utah and a bachelor’s degree in Business Marketing from Westminster College in Salt Lake City.  

  • How You Prevent Fraud in Lending Through the Right Processes and Systems

    Contains 1 Component(s)

    Dive into the unique types of auto industry fraud and how to organize your operations to prevent it.

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    PRESENTERS:

    Joel Kennedy, Director, Spinnaker Consulting Group
    Glenn Munro, Chief Sales Officer , defi SOLUTIONS

    ABOUT THE WEBINAR:

    How and why does fraud in the auto industry happen? With decades of auto lending and financial technology expertise, Glenn Munro and Joel Kennedy will offer their insight and advice as they dive into the unique types of auto industry fraud and how to organize your operations to prevent it.

    THIS WEBINAR WILL COVER:

    1. Fraud in auto overview – the "why"
    2. Unique types of fraud in auto 
    3. Review of solutions available 
    4. How to organize your operations to best address fraud

    TOP BENEFITS TO ATTENDEES:

    1. How to integrate with the best tools to prevent fraud
    2. Understanding the main sources of fraud


    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Glenn Munro

    Chief Sales Officer, defi SOLUTIONS

    Glenn Munro has over 30 years’ experience in all facets of auto lending, including sales, marketing, operations, analysis, and strategic planning and implementation of financial technologies. After holding leadership positions at companies such as Porsche Financial Services, The Hertz Corp., Ford Credit, and Volvo Financial Services, Glenn is currently leading the solutions sales team at defi SOLUTIONS.

    Joel Kennedy

    Director, Spinnaker Consulting Group

    Joel Kennedy is co-founder and head of Compliance, Performance, and IT for Pelican Auto Finance. He oversees all customer and portfolio operations, information technology, and compliance. With over 21 years of industry experience, he has managed the origination of over $6B in automotive receivables. Prior to Pelican, Mr. Kennedy held leadership positions at ACC Consumer Finance, Wells Fargo, Capital One, and General Electric (GE). At these companies, he built and improved operations and systems, and led corporate audit / audit response, and compliance initiatives. While at GE, Mr. Kennedy completed a 2-year GE Corporate Management Training Program and earned his Six Sigma Green Belt certification. He holds a B.S. in Decision & Information Sciences from the University of Maryland, an MBA from The George Washington University, and is an NAF Certified Consumer Credit Compliance Executive. Mr. Kennedy presently serves on the board of the National Automotive Finance Association.

  • Forget Personal; Think Personalized Banking

    Contains 1 Component(s)

    Join BCG Experts to learn best practices in embarking on the personalization journey to transform banking and create higher sales and a reduction in churn, alongside increased customer engagement.

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    PRESENTERS:

    Tyler Woulfe, BCG
    Silvio Palumbo, BCG

    ABOUT THE WEBINAR:

    Banks used to be masters of customer segmentation. Not anymore. They have been overtaken by digital natives, technology companies and start-ups, which have moved past splitting customers into groups to put personalization at the center of the business, achieving big performance gains in the process. Banks can do the same, but they need a new approach and a fresh strategic agenda. Personalization is a paradigm shift in customer engagement, in which companies respond to customer needs on a one-to-one basis and are equipped to learn and adapt over time.

    Join BCG Experts to learn best practices in embarking on the personalization journey to transform banking and create higher sales and a reduction in churn, alongside increased customer engagement.

    THIS WEBINAR WILL COVER:

    1. An introduction to Personalization and its importance now
    2. A vision for Personalization in Retail Banking
    3. The "Personalization stack"

    TOP 3 BENEFITS TO ATTENDEES:

    1. Understand the imperative for Personalization in banking
    2. Understand (with examples) how Personalization can reshape the entire customer experience 
    3. Understand the components required to deliver a successful Personalization program

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Tyler Woulfe

    Principal, Boston Consulting Group

    Tyler Woulfe is a Principal with the Boston Consulting Group, based in San Francisco. He is a Lead member of BCG’s Financial Institutions practice, with expertise across banking, asset and wealth management, and insurance. His work focuses on supporting senior leaders in designing and executing solutions to major strategic challenges, with a particular focus on digital and analytics.

    Silvio Palumbo

    NY Partner and Managing Director, BCG Gamma

    Silvio Palumbo a NY Partner and Managing Director with BCG Gamma, the advanced analytics arm of BCG; Silvio is the analytics lead of the Personalization practice in North America, and specializes in developing AI-driven marketing platforms in the context of large-scale digital transformations

  • 4 Data Myths Debunked (and What Financial Services Marketers Should Do Instead)

    Contains 1 Component(s)

    In 2018, many marketers realize the power data can have when it comes to optimizing marketing efforts. Still, many financial institutions struggle with how to harness data and use it to their best advantage.

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    PRESENTERS:

    Steve Nikitas, Senior Strategy Director, Harland Clarke

    ABOUT THE WEBINAR:

    In 2018, many marketers realize the power data can have when it comes to optimizing marketing efforts. Still, many financial institutions struggle with how to harness data and use it to their best advantage.

    At Harland Clarke we’ve concluded it’s mainly four “big myths” that keep financial institutions from using in-house data to it’s full potential. It’s not a data deficit. Marketers have access to tons of data, but they aren’t asking the right questions.

    In debunking these myths, marketers can access the real numbers needed to support their efforts and reap the benefits: attracting the right prospects, retaining the right account holders and growing the institution’s bottom line. 

    THIS WEBINAR WILL COVER:

    • Four “big data myths” financial services marketers need to ignore
    • The right questions to ask of data and four use-cases for each
    • How to enhance marketing programs and prove marketing contribution to the bottom line with data

    TOP 3 BENEFITS TO ATTENDEES:

    Attendees will leave this webcast with: 

    • A strong understanding a how to use data to solve bank marketing challenges
    • The best way to get started using data to boost marketing results The most important data-driven questions to asks and metrics to measure


    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Steve Nikitas

    Senior Strategy Director, Harland Clarke

    Steve Nikitas joined Harland Clarke in October 2010 and has more than 30 years of experience in strategic planning, marketing, public relations and executive speechwriting. He has been a senior executive at financial institutions in New York, California and Massachusetts, developing and implementing sales and marketing programs that resulted in significant growth rates in loans, deposits and accounts.

    As senior strategist with Harland Clarke Marketing Services, Steve provides consultative services to banks and credit unions, helping them craft marketing and retail strategies and campaigns to take advantage of existing market and financial conditions and to grow targeted portfolios.

    Steve speaks on a variety of topics aimed at helping financial institutions grow and prosper, including loan portfolio growth, account holder retention, and turning regulatory issues into opportunities. Steve holds an M.B.A. from Clark University, an M.Ed. from Fitchburg State College and a B.A. from Boston University. 

  • Managing the Board Relationship

    Contains 1 Component(s)

    Risk Officers as well as Compliance Officers have opportunities to enhance communications and interactions with their bank board of directors. Join this webinar to gain insight on Board relationships from Treliant experts who have frequently and actively engaged with board of directors.

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    PRESENTERS:

    Ross Marrazzo, Managing Director, Treliant, LLC
    Agnes Bundy Scanlan, Senior Advisor, Treliant, LLC
    Tina M. Shaver, Senior Director, Treliant, LLC

    ABOUT THE WEBINAR:

    Risk Officers as well as Compliance Officers have opportunities to enhance communications and interactions with their bank board of directors. Join this webinar to gain insight on Board relationships from Treliant experts who have frequently and actively engaged with board of directors.

    THIS WEBINAR WILL COVER:

    • Importance of the board relationship  
    • Types of matters and content  to manage during board reporting 
    • Frequency and timing of reporting 
    • Format 
    • Regulatory expectations 
    • Training 
    • Executive board sessions

    TOP 3 BENEFITS TO ATTENDEES:

    • Learn more about leading practices and practical approaches to board relationships and reporting.
    • Identify opportunities to improve the effectiveness of board reporting.
    • Deeper understanding of the importance of ongoing robust communication with the board of directors.


    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Ross Marrazzo, CFE

    Managing Director, Treliant, LLC

    Ross Marrazzo, Managing Director of Treliant, has over 33 years of domestic and international experience in the design, oversight, and assessment of corporate and regulatory compliance, Bank Secrecy Act (BSA)/Anti-Money Laundering (AML), Sanctions and fraud programs, and internal controls. Ross possesses a thorough knowledge of executive and operating functions and responsibilities within public companies and the financial services industry, including consumer and commercial banking, investment banking, insurance, and wealth management. 

    Over the span of his career, Ross has held senior leadership positions in a regulatory compliance capacity with a range of financial institutions, law firms, and the New York State Securities Division:

    *GE Capital - Managing Director and Audit Executive, Global Compliance & Financial Crimes  
    *First Niagara Financial Group - Managing Director, Chief Compliance Officer, and Operational Risk Assessment Head
    *The Depository Trust & Clearing Corporation - Head of Global Compliance & Financial Crimes Audit
    *Citigroup - Director, Global Compliance & Financial Crimes Audit
    *Citigroup - Numerous senior Compliance Officer roles for both domestic and international businesses - banking, lending, insurance, and investments
    *Law Firms - Public and private, offering securities compliance at two New York law firms
    *New York State Attorney General’s Office, Bureau of Investor Protection & Securities - Securities Examiner

    Ross has extensive experience in remediating regulatory issues and in working with U.S. state and federal regulators.  Through his international experience, Ross possesses a broad understanding of foreign regulatory expectations.  Ross’ U.S. regulatory experience includes work with the Fed, OCC, CFPB, SEC, and FINRA, along with state banking, securities, and insurance regulators.

    Over the course of his career, Ross has spoken at a variety of conferences, including those hosted by the ABA, ACAMS Connecticut Chapter, FSO Knowledge Exchange, and SIFMA.  He has also participated in an internet-based CFPB roundtable discussion hosted by The Exchange for Financial Institutions.
      
    Ross is a graduate of St. John’s University and is a Certified Fraud Examiner.

    Agnes Bundy Scanlan

    Senior Advisor, Treliant, LLC

    Agnes Bundy Scanlan, a Senior Advisor with Treliant, has a long and distinguished career in global regulation, risk management, and compliance. Her experience includes the creation, development, and execution of numerous global compliance programs for some of the country’s largest financial institutions. 

    At Treliant, Agnes counsels financial services companies on regulatory, risk management, and compliance matters. She rejoined Treliant in 2017, having also served as a Senior Advisor at the firm from 2012 to 2015. 

    From 2015 until 2017, Agnes was the Northeast Regional Director of Supervision Examinations for the Consumer Financial Protection Bureau (CFPB). There, she oversaw all regional staff and represented the CFPB’s mission on all matters relating to consumer financial protection supervision and examinations at a wide variety of large and/or complex depository financial institutions and non-depository consumer financial services companies. 

    Agnes has also worked as Chief Compliance Officer and Global Chief Privacy Officer at TD Bank, as well as holding similar roles at Bank of America and its predecessor banks. In addition, she served as counsel at Goodwin Procter and for the US Senate Budget Committee. 

    After rejoining Treliant, Agnes was elected to the SunTrust Banks, Inc. Board of Directors. She was also elected as a 2017 Fellow of the American College of Consumer Financial Services Lawyers. Additionally, she was included in Boston Business Journal’s “2015 Most Powerful Women” and in Chambers USA: America’s Leading Lawyers for Business. She is a Council Member of the Business Law Section of the American Bar Association, former Chair of the Federal Reserve Board of Governors’ Consumer Advisory Council, and former (and founding) Chair and Board Member of the International Association of Privacy Professionals. 

    Agnes holds a JD from Georgetown University Law Center and a BA from Smith College. She is a member of the United States Supreme Court Bar, the Bars of the Commonwealths of Massachusetts and Pennsylvania, and the Bar of the Superior Court of the District of Columbia.

    Tina Shaver, CRCM, CAMS

    Senior Director, Treliant LLC

    Tina Shaver is a Senior Director with Treliant. Tina is a compliance executive with 30 years of banking experience, including more than 20 years in a compliance role. Before joining Treliant, she was Senior Vice President and Chief Compliance Officer at FirstMerit Bank, a mid-size bank with assets of over $25 billion.

    At FirstMerit, Tina developed a robust enterprise-wide compliance program that effectively handled the bank’s significant growth as a result of numerous acquisitions. She successfully built all elements of the program to withstand rigorous regulatory agency examinations. Key areas developed included: Enterprise-wide Complaint Management, Three Compliance Lines of Defense, Compliance Testing Program, Fair Lending Program, Home Mortgage Disclosure Act (HMDA) Reporting Program, Indirect Lending Compliance Program, Mergers and Acquisitions Compliance Plan, Regulatory Exam Management, Regulatory Change Management, and Compliance Risk Assessments.

    Tina developed and maintained strong relationships with the bank’s board of directors, executive leadership team, employees, and all banking regulators, as close collaborators in sustaining a successful Enterprise-wide Compliance Program.

    She has been active in industry forums, most recently serving as Co-chair of the American Bankers Association (ABA) Compliance Administrative Committee and as Board Member of the ABA Regulatory Compliance Conference. She also served on compliance committees for the Consumer Bankers Association (CBA) as well as being a Steering Committee Member for the Mid-size Bank Coalition. She has spoken at compliance conferences organized by groups including the ABA and CBA.

  • How Leading FIs Can Wage Digital War to Prevent Fraud

    Contains 1 Component(s)

    Fraud is a rapidly growing and evolving problem in the financial services industry. Join Zoot Enterprises for an exciting and informative webinar that addresses how leading FIs can tackle this evolution, and layer fraud detection and prevention solutions to help combat fraud.

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    PRESENTER:

    Eric Hathaway, VP Marketing, Zoot Enterprises

    ABOUT THE WEBINAR:

    Fraud is a rapidly growing and evolving problem in the financial services industry. Fraudsters are constantly expanding their tricks and tactics, and pursuing new approaches like fraud for hire and fraud-as-a-service. Banks face challenges keeping up with these changes, and with finding the human and financial resources to fight fraudsters. 

    Join Zoot Enterprises for an exciting and informative webinar that addresses how leading FIs can tackle this evolution, and layer fraud detection and prevention solutions to help combat fraud. From channel protection options to the various types of fraud that FIs need to fight, this webinar will touch on specific tactics and solutions that organizations can implement to create a comprehensive, responsive and nimble fraud detection and prevention strategy.

    THIS WEBINAR WILL COVER:

    1. Evolving trends in fraud, from fraud-as-a-service to fraud for hire
    2. Channels where fraud is prevalent and why those channels are changing
    3. The best products, services and approaches to fraud detection and prevention, and why a single connected fraud platform makes sense

    TOP 3 BENEFITS TO ATTENDEES:

    1. Insights into the evolving tactics and techniques used by fraudsters
    2. Details about the impacts of fraud to banks and customers
    3. Best-in-class tactics and top solution providers to help detect and prevent fraud


    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Eric Hathaway

    VP Marketing, Zoot Enterprises

    Eric Hathaway brings more than 20 years of global experience in strategic marketing, product marketing, and marketing strategy across financial services, technology, and telecommunications to Zoot Enterprises.

    Hathaway's background includes: managing the development and expansion of Standard & Poor's Micropal data and enterprise software solutions throughout Asia; implementing a global business development strategy for Credit Suisse Asset Management and leading the company’s operations in the Czech Republic—marketing both institutional and retail funds.

    Hathaway shifted to the IT world during the dot-com era providing consulting for a range of small to medium-sized businesses and Fortune 500 companies, including Microsoft, T-Mobile, and Samsung. His services focused on B2B/B2C traditional and digital marketing, competitive market analysis, and business expansion strategy.

    Hathaway holds an MBA in Business Strategy, a BA in International Business and a minor in Computer Science. His passions include spending time with his two daughters and being an avid skier and outdoorsman.

  • Enabling Choice Across All Payment Flows: Faster Payments with the Card Networks

    Contains 1 Component(s)

    We live in a rapidly evolving digital world – a world in which people are always connected. Increased connectivity is changing expectations: individuals and businesses want to be able to send funds more quickly and easily, regardless of where recipients reside.

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    PRESENTER:

    Silvana Hernandez, VP, Mastercard Digital Payments, North America

    ABOUT THE WEBINAR:

    We live in a rapidly evolving digital world – a world in which people are always connected. Increased connectivity is changing expectations: individuals and businesses want to be able to send funds more quickly and easily, regardless of where recipients reside. Financial institutions want to remain competitive and retain the trust that they are known for in the marketplace. Mastercard is committed to enabling faster payments across the ecosystem and through different delivery mechanisms to offer consumer choice. Join us for this webinar and understand how Mastercard can help you compete in this space.

    THIS WEBINAR WILL COVER:

    1. Market Overview
    2. Market Opportunity
    3. Mastercard Solution Set

    TOP 3 BENEFITS TO ATTENDEES:

    1. Understand current market forces enabling support for faster payment initiatives
    2. Understand the size of the opportunity
    3. Understand how Mastercard is enabling faster payments 

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Silvana Hernandez

    VP, Mastercard Digital Payments, North America

    Silvana Hernandez is Vice President Digital Payments, Mastercard Send for North America. In this position she is responsible for the development and commercialization in the region of Mastercard’s push payments solution – Send; a faster and simpler way to send funds domestically and cross-border, through debit cards, bank accounts, wallets and cash-out points. Prior to her current position, Silvana held several strategy and costumer engagement roles within Mastercard’s Digital Payments and Labs organization. 

    Before Mastercard, Silvana spent nine years in the management consulting space. Silvana earned her BA degree in Tec de Monterrey, Mexico and her MBA in Carnegie Mellon University.

  • Improving Collaboration Between Line of Business and HR Using Workforce Management

    Contains 1 Component(s) Recorded On: 05/31/2018

    Line of business (LOB) leaders are accountable for business outcomes including customer satisfaction, growth, and operational efficiency. And, HR has the responsibility for identifying, supporting, and developing the talent to achieve performance targets. Without an engaged and productive workforce, neither can be successful.

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    PRESENTERS:

    Randy Ross, Executive Vice President, Kiran Analytics
    Dave Martin, President, Bankmechanics

    ABOUT THIS WEBINAR:

    Line of business (LOB) leaders are accountable for business outcomes including customer satisfaction, growth, and operational efficiency. And, HR has the responsibility for identifying, supporting, and developing the talent to achieve performance targets. Without an engaged and productive workforce, neither can be successful.

    Are HR’s performance metrics aligned with LOB’s performance metrics? Are the talent management and performance management functions in synch with the workforce management function? Can HR and LOB leaders see things from each other’s perspectives? Data and analytics can play an important role in improving collaboration between Line of Business and HR.

    THIS WEBINAR WILL COVER:

    • Benefits of improved collaboration between Line of Business and HR
    • Potential disconnects between Workforce Management and Talent Management
    • Seeing things from each other’s lenses
    • How data, analytics, and proven process improvement methods can help

    TOP 3 BENEFITS TO ATTENDEES:

    • Learn how your bank can create win-win-win for customers satisfaction, employee engagement, and business performance by connecting the dots between LOB and HR
    • Find out how data and analytics can help with talent and workforce optimization
    • Gain insights from experts who work closely with banking executives, LOB, and HR leaders

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Randy Ross

    Executive Vice President, Kiran Analytics, Inc.

    Randy Ross leads global client management and business development for Kiran Analytics. His career has focused on delivering breakthrough results to financial services companies spanning the areas of payments, marketing services, operations, customer management, change management, workforce management, and technology. Leading the teams that deliver Kiran's predictive analytics driven branch transformation solutions, his central focus includes talent acquisition, workforce management, customer experience, and resource optimization.

    Randy has been a frequent speaker in Retail Banking and Banking Analytics conferences.

    Dave Martin

    President, Bankmechanics

    Dave Martin is the president of Bankmechanics, a firm dedicated to providing tools to engage, inform, and motivate bankers. As an expert on retail branch and in-store banking, Dave has trained and consulted on-site with over 200 banks in 46 states and Canada over the past 20 years.

    Dave Martin's Advantage Letter is one of the longest running newsletters in the banking industry - inspiring thousands of bankers, retailers, and service industry professionals to help their teams succeed. Dave also writes the longest running monthly opinion column for the American Banker publication.

    His unique perspectives have made him a frequently featured speaker at retail banking conferences.

  • Leverage Customer Journeys to Transform Your Business and Create Sustainable Delivery Capability

    Contains 1 Component(s)

    Join BCG Experts to learn best practices in end to end journey program design, design thinking method to re-imagine experiences and ways of creating sustainable capabilities for delivering large scale change.

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    PRESENTERS:
    Yogesh Mishra, BCG

    ABOUT THE WEBINAR:

    Digital technology and changing customer expectations are putting pressure on banks to deliver new, improved experiences. Many banks have initiated Customer Journey mapping exercises to design and deliver the new reimagined  experiences, but these efforts have not achieved their full potential.

    Join BCG Experts to learn best practices in end to end journey program design, design thinking method to re-imagine experiences and ways of creating sustainable capabilities for delivering large scale change.

    THIS WEBINAR WILL COVER:

    1. Journey program design &  governance models as the primary vehicle to drive the change agenda for banks
    2. Business benefits from end to end customer journey program
    3. Design thinking techniques to re-imagine the customer experience

    TOP 3 BENEFITS TO ATTENDEES:

    1. Understand typical benefit drivers from end to end customer journey programs
    2. Understand best practices in defining journey scope and structure
    3. Understand how to integrate design thinking innovation to agile way of quick benefit delivery

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Yogesh Mishra

    Principal, Dallas

    Yogesh is Principal in the Dallas office, He has over 17 years of experience, with a focus on defining customer strategies, designing customer experience, developing customer operations delivery models, and implementing digital technologies. Yogesh leads customer journey programs for multiple banks and financial service firms covering new relationship experience, on-boarding, customer servicing, fraud management, home buying, credit etc..