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


Sedwin Vadukut

Enterprise Technology Transformation Leader


Melissa Rother

Financial Services, Industry Principal
RingCentral, Inc

11:10 am - 11:40 am Thrive in a Post-COVID World: The Road Ahead for Financial Institutions and Insurance Organizations

The global pandemic has been challenging. For financial institutions and insurers, it brought up painful memories of the 2008 financial crisis. And it tested the systems put in place after that crisis. Businesses spent a decade on stress testing and capital rebuilds. The goal was to ensure enough financial resources to weather a downturn. But cash flow pressures and strain on investment portfolios hit hard. This coupled with delayed payments and falling investment demand forced another shift. Financial institutions and insurers had to reimagine their business models — again.

In this session we will examine:

•            How digital intelligence can help reduce friction and simplify processes. 

•            Why you should create personalized customer experiences in a virtual environment.

•            How digital workers give time back to human knowledge workers for value-add activities

12:40 pm - 1:10 pm How to Get Your Digital Transformation Eureka Moment in Insurance

-         Connect digital transformation delivery with purpose, people and process

-         Understand why your delivery is hitting bottlenecks and how to reach your digital transformation goals

-         How to take digital projects to the next-level

12:10 pm - 12:40 pm Refreshment Break

12:40 pm - 1:10 pm 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.

1:10 pm - 1:40 pm Achieve Breakthrough Business Value with Holistic Enterprise-Wide Transformation

-         Strategies and methods to limit siloes, integrate and scale-up small pockets of improvements to holistic transformation

-         Understanding the root-cause of resistance to change, barriers to progression, and how to remove them

-         Get the front-office customer service infused across the organization

1:40 pm - 2:10 pm Respond to Financial Services Risk & Regulatory Compliance with Agile

-         Using Agile to promote adaptability and flexibility when responding to new requirements

-         Create a strong automated environment rather than a tactical approach to remediate individual issues

-         Quickly and effectively mitigate systemic, operational, and security risks

2:10 pm - 2:40 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

2:40 pm - 2:40 pm End of Conference Day 2