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Jake Fowler

Customer Loyalty – There’s Good News and Bad News



Alex Jimenez – Senior Strategist, Zions Bancorporation

Ginger Schmeltzer – Principal, Digital Banking and Payments, GDS Advisors

Michael Carter – EVP Digital Banking, SRM Corporation


There is a lot of noise in the industry around the level of consumer dissatisfaction with their financial institution. A Recent survey conducted by Nielsen-Harris found that 74% of respondents would recommend their bank or credit union to family, friends and colleagues. That’s the good news.

This webinar will focus on the results from the survey by Nielsen-Harris with commentary from three industry subject matter experts. The data from the survey will focuses on three key areas.

  • The willingness of consumers to recommend their financial institution to those close to them and why.
  • They type of institution consumers prefer to bank with and why, i.e., national, regional, community institutions.
  • The level of demand by consumers for personalized services that anticipate their needs and their willingness to share personal data with institutions.


  1. An overview of the most recent data concerning customer loyalty and preferences
  2. Specific generational data on how customers feel about sharing personal data
  3. Customer expectations regarding service levels, anticipation and personalization


  1. Practical insights from industry thought leaders on what drives customer loyalty
  2. Guidance on what financial institutions can do to sustain and increase customer loyalty

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Michael Carter

EVP, Digital Banking, Strategic Resource Management

Michael Carter has more than 20 years of executive technology leadership ranging from early-stage start-ups to international organizations. He has worked closely with chief executives and investors to help niche software companies through IPOs, R&D, acquisitions, corporate launches and international branding. He was the co-founder of mobile payment start up and founder of an alternative energy company. 

Carter’s career in financial services stretches over 25 years. His executive management career as Vice President ACI where he served as a member of the executive team responsible for the company’s two successful IPOs.  In addition, at ACI, Carter also serve as the Investor Relations Officer, Vice President – Product Development, Management and Marketing in Europe, the Middle East and Africa, Managing Director of ACI’s IBM software business unit, and Chief Operating Officer of the company’s wire transfer software unit.

After ACI, Carter served as Vice President of the S1 Corporation where he was responsible for transforming a multi-branded holding company into a single brand supported by a global marketing organization.  Carter and his team established a marketing operations discipline at S! that measured the effectiveness of the organizations marketing throughout the world. 

He has been a consultant to several financial services and technology companies primarily assisting C-level executives with strategic plans for corporate development, market selection and segmentation, market valuations, product/solution definition, developing market delivery, establishing recurring revenue business models, and other areas associated with growth initiatives.  Carter also serves as an advisory to financial technology companies. 

Today, Carter is an Executive Vice President at Strategic Resource Management where he is responsible for providing subject matter expertise on disruptive technologies in payments and digital banking.  Carter also leads the firm’s development and launch of its AI-powered software products. 

Carter’s consulting with a large and diverse group of firms has allowed him to develop subject matter expertise around technology advancements in payments, digital banking, and software development as well as testing. He has been featured as a speaker at Finovate, NetFinance, NetFinance Interactive, CBA Live and Future Digital Finance. 

He is regularly quoted in the media regarding trends in payments, mobile wallets, consumer experience, digital banking strategies, Millennials, data analytics, P2P payments, bill pay, and banking as a platform.  Carter also contributes content as a guest writer in industry publications and as a featured guest on podcasts.  

Carter is a graduate of the University of Kentucky and earned his master’s degree from Emory University. He has lived and worked overseas and currently splits his time between a home in the southern Appalachian Mountains of South Carolina and the capital of the Mississippi Delta, Memphis, Tennessee.  His wife is a retired social worker and social policy lobbyist who writes children’s books.  

Alex Jimenez

Senior Strategist, Zions Bancorporation


Zions Bancorporation, Alex Jimenez leads the overall technology investment planning process for the office of the CIO. His other recent experience includes developing and managing Digital Banking and Payments Strategy and Innovation at Rockland Trust in Eastern Massachusetts. He has served as Chair of the Consumer Bankers Association’s Digital Channel Committee, where he worked with Digital Banking leaders in the industry and visited Capitol Hill to meet with the Senate’s Banking Committee staff. He has also worked at Bank of America, FleetBoston Financial, and Cigna Insurance.

Alex has been named as one of the top 100 global influencers in FinTech by Onalytica, Hot Topics and by Jay Palter. He has been featured in the Irish Tech News and in the ICBA’s Independent Banker. The ICBA named Alex Indie Banker of the Month, December 2015, for his work in innovation in banking.

He has been published by The Financial Brand, and the Irish Tech news, and quoted in the Wall Street Journal, the Boston Globe, The Financial Brand, American Banker and the Boston Business Journal.

Ginger Schmeltzer

Principal and Founder, GDS Advisors

Ginger is the principal and founder of GDS Advisors, a strategy consulting firm focused primarily on fintech, digital banking and payments.  Her firm has advised large banks, card associations, economic development organizations and card issuers and acquirers.  She has been a frequent speaker at banking conferences and widely quoted in the industry press.

Prior to launching GDS Advisors, Ginger was Senior Vice President of Emerging Payments at Fiserv, Inc.  In this role, Schmeltzer led development and execution of enterprise-wide initiatives to facilitate the delivery of new payment services, provided strategic advice and direction to Fiserv clients, and helped guide roadmap planning and development for many Fiserv product teams.  Among other initiatives, her team launched a suite of mobile imaging capabilities consumed by Fiserv product offerings across the organization.

Before joining Fiserv, Ginger served as Senior Vice President of Digital Channel Management at SunTrust Bank where she oversaw online banking, mobile banking and digital money movement technologies, in addition to online sales and the website. During her time at the bank, Schmeltzer also developed and executed strategies for mobile financial services, person-to-person payments and electronic billing and payment.

Prior to SunTrust, Ginger spent eight years at boutique payments consultancy Edgar, Dunn & Company, where she led the development and growth of the firm’s mobile financial services practice. She also has an extensive international background, including international sales and consulting experience.

Schmeltzer holds Bachelor of Arts degrees in international business and Spanish from Virginia Tech. She also holds an MBA from Emory University’s Goizueta Business School. She is also an active member of the advisory board for Strategic Resource Management


10/30/2018 at 11:00 AM (EDT)   |  60 minutes
10/30/2018 at 11:00 AM (EDT)   |  60 minutes Please click the button to the right to join the webinar.