Wednesday 31st March | Day 2

10:00 am - 10:25 am From PEX to CX: Adapting to Customer Credit Needs in the Pandemic

Sedwin Vadukut - Enterprise Technology Transformation Leader, Experian

-         Able to understand the customer purchasing power and augment internal processes to support customer’s credit requirements

-         Move from a siloed customer touchpoint or product mind-set, to a seamless, multi-channel holistic approach

-         Create personalized, intelligent offerings outside of the traditional financial needs and expectations


Sedwin Vadukut

Enterprise Technology Transformation Leader

-         How to take an Intelligent Automation approach to transformation with value-add data insights and technology in decision-making, core infrastructure, customer experience and beyond

-         Identify tools with right capabilities for your organization and ensure initiatives are being maintained, monitored and optimized

-         The education, training and change management required for implementation

-         New innovative uses for technology and agile product delivery 


Ryan Davis

Director of Process Improvement
Arvest Bank


Shruti Kakar

Artificial Intelligence Consultant - Artificial Intelligence Enterprise Solutions, Innovation Group
Wells Fargo


Scott MacIntye

Senior Catalyst

11:10 am - 11:40 am Capacity Strategy: Combining Analytics and Process Fundamentals to Model, Plan, & Optimize Capacity in a Post-COVID World

Jordan Benis - Director of Strategy and Operations, Federated Mortgage Corp.

-         Leverage the basic building blocks of capacity modeling to reveal true capacity drivers

-         Build tools that enable capacity planning to become an integrated function instead of an isolated routine

-         Combine flexibility with specialization to create an agile and responsive workforce 


Jordan Benis

Director of Strategy and Operations
Federated Mortgage Corp.

11:40 am - 12:10 pm Refreshment Break

12:10 pm - 12:40 pm The Cognitive Barriers to Value Stream Thinking

Chris O'Connor - Transformation Strategy Lead, MassMutual

Improving value streams in administrative processes can be exceptionally difficult. Even if we want to think from the customer’s perspective and break down functional silos, we all have built-in cognitive barriers that we must overcome. In this session, we will explore why our human nature makes it a challenge continuously improve and what we can do to overcome these limitations.


• Discuss a few common behaviors that get in the way of improvement efforts

• Explore the cognitive biases lurking behind these behaviors

• Provide exercises that can be used to help overcome these barriers 


Chris O'Connor

Transformation Strategy Lead

12:40 pm - 1:10 pm Boosting Employee Engagement in an Increasingly Digital World

Serena Ness - Head Of Business Planning, Asset Servicing & Digital, BNY Mellon

-         Nurturing highly engaged, passionate and productive teams

-         Performance management techniques

-         Approaching employee satisfaction with a customer experience mind-set


Serena Ness

Head Of Business Planning, Asset Servicing & Digital
BNY Mellon

-         Continuously improve your processes, workforce and customer satisfaction

-         How to imagine new, innovative ideas and manage them from inception to execution

-         Deliver products and services that can be tested in the market with less investment

-         Promote a flexible and agile response to customer and market requirements


Chinmaya Yerramilli

Senior Director, Operational Excellence - Consumer Banking
Discover Financial Services


Kyle Beam

Senior Process Improvement Advisor
Arvest Bank

1:55 pm - 1:55 pm End of Conference Day 2