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Jake Fowler

How digital disruption is changing the banking landscape



Shaun A. Richardson, SVP

Rutger van Faassen, VP of Consumer Lending

Suraya Randawa, Head Of Research

Chris Ward, Principal Consultant


Move beyond protecting your customer base in survival mode… to thriving in 21st century banking. From passive to active; digital communication and personal engagement is paramount to growth in the new economy. Learn how the digital banking innovators and leaders across the globe are transforming how customers are served, where and when they want to be served. The experts at Informa Financial Intelligence will uncover the mobile and desktop banking capabilities and user experiences that are habitually resonating with your retail and small business customers.


  1. Disintermediation – how better data and lower barriers to entry allows for both more entrants and potential dominance from big tech in banking
  2. Personalization – how customers interact and communicate with brands has changed – and banks need to change too
  3. Experience – why the future is about being the platform which delivers the best experience to meet customer needs and preference for interaction


  1. BEST PRACTICE: See the best in class financial services journeys which are transforming banking in the US and across the globe
  2. DIGITAL EXPERIENCE FRAMEWORK: Understand why Communication is an essential part of gauging the success of digital implementation – not just functionality and usability
  3. CHANNEL INNOVATION: How AI is taking digital beyond online and mobile app platforms to transform banking experience

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Shaun Richardson

Senior Vice President, Informa Financial Intelligence

Shaun joined Informa Financial Intelligence in 2018 through its acquisition of ICON Advisory Group. In his role as Senior Vice President, he leads the Benchmarking and Applied Analytics Group.  Shaun served as Senior Vice President with ICON from 2005 - 2018 where he was responsible for all analytical offerings across mortgage and consumer lending.  He worked closely with clients to ensure their success consuming insights built upon competitive pricing, originations transactions, and portfolio account data. Prior to joining ICON, Shaun spent 10 years consulting with Fortune 500 companies focused on business strategy and analytics.  He has an M.S. degree in Information Systems and Quantitative Sciences from Texas Tech University. Shaun enjoys spending his free time with his wife and two incredible daughters.

Rutger van Faassen

Vice President of Consumer Lending, Informa Financial Intelligence

Rutger van Faasseen is the Head of Product & Market Strategy for FBX at Informa Financial Intelligence. FBX provides clients with actionable insights from the unique data assets generated about the competitive banking landscape both qualitative and quantitative. Rutger brings over two decades of experience in international retail lending to FBX and its clients. Rutger joined Informa from Nomis Solutions where he provided predictive analytics leveraging the FBX data set. Prior to that Rutger worked at ABN AMRO Bank both in Europe and the US in different consumer lending roles.

Suraya Randawa

Head of Research, Informa Financial Intelligence

As Head of Research at Informa Financial Intelligence, Suraya leads a team of digital banking experts researching and auditing global financial providers’ digital channels. Having started her research career at TNS-Research International in 2004, her expertise spans the range of financial services across the globe, with experience of leading customer experience and customer satisfaction at both research institutes and global banks.

Suraya understands the importance of customer experience to business success through a deep history of working in the financial world, even directly for a large global bank for some years. This knowledge is leveraged in all Informa Financial Intelligence’s research projects and enhances the insights her team gives to leading financial providers from around the world.

Chris Ward

Principal Consultant, Informa Financial Intelligence

Chris is a researcher, consultant and communicator specialising in all things digital banking.

Chris works with major financial brands in the UK, EU and US, to support them in developing their digital strategies and advising them on competitive threats as well as the opportunities to transform their businesses. Chris and his team investigate all areas of the evolving financial eco-system, from the launch of Open Banking to the advancement of AI.

After starting his career in market research Chris joined Mapa Research in 2016, which became part of Informa Financial Intelligence in 2017.

Chris is a regular commentator on industry news and has contributed to a range of publications including American Banker and Banking Technology. He frequently participates in key industry events, including Finovate.


10/16/2019 at 12:00 PM (EDT)  |  Recorded On: 10/16/2019
10/16/2019 at 12:00 PM (EDT)  |  Recorded On: 10/16/2019 Please click the button to the right to join the webinar.