Day 1: Wednesday, November 8th

11:00 AM - 11:45 AM Welcome Brunch and Registration

11:45 AM - 12:00 PM Delegate Orientation

11:45 AM - 12:00 PM Sponsor Orientation

12:00 PM - 12:20 PM Kickoff Networking Activity

12:20 PM - 12:30 PM Chairperson Official Welcome to IQPC’s Chief Data & Analytics Officer Exchange for Financial Services

Opening Keynote Address

12:30 PM - 1:15 PM Transforming Business Through Journey Analytics

Lori Bieda, Head of Analytics, Bank of Montreal
Customers are consuming our brands across a multitude of touchpoints, and every time they do they leave digital footprints in our data. Journey analytics is a revolutionary and rapidly expanding field of analytics which transforms big data into tangible strategies. It allows businesses to see the real journeys are customers are on – and pinpoint - with mathematical precision - where along the journey we as brands triumph or fail. In this session you will see examples of how businesses are being transformed by this new field of analytics and how customer journeys are directly shaping client experience, revenues, and finding millions in cost savings - all through mastering the customer journey with analytics.

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Lori Bieda

Head of Analytics
Bank of Montreal

1:15 PM - 1:45 PM Why the Status Quo isn't Good Enough: Reimagining the Customer 360

David Corrigan, Chief Marketing Officer , Allsight
Digital transformation is affecting every aspect of the customer experience - changing the way conversations are had, decisions are made, and actions are taken. 88% of customer data is ignored because systems weren’t designed to handle unstructured data created by digital processes such as web chats, emails, and social media. This session will explore why the status quo isn’t good enough anymore and how banks and financial institutions can use modern big data technology to create an intelligent Customer 360 to personalize an omni-channel experience.

David Corrigan

Chief Marketing Officer
Allsight

1:50 PM - 2:20 PM Business Meetings

2:20 PM - 2:50 PM Business Meetings

2:50 PM - 3:20 PM Business Meetings




2:50 PM - 3:20 PM Networking Break

FI’s are transforming their business models around the customer journey. From isolating the journeys that matter most to customers, to overhauling processes from a customer’s viewpoint, to changing the way they work so the customer is at the centre of their thinking – it is the customer level data and insight that is driving such change at a rapid pace. Learn from leading companies across the globe on what has worked, what they’d do differently, and how to set up your customer journey analytics in a way that is poised to drive the best outcomes for your organization.

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Lori Bieda

Head of Analytics
Bank of Montreal
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Dave Williams

Head of Enterprise Research & Analytics
Farmers Insurance
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Xenia Lane

SVP, Omni Channel Analytics
SunTrust

Steven Noels

CHIEF TECHNOLOGY OFFICER AND CO-FOUNDER
NGDATA

4:15 PM - 4:55 PM Identifying Feedback & Insights to Drive Better Customer Experience

Banking and insurance customers are now much more informed and have better ways to provide feedback on their experiences. As a result, FI’s are recognizing the ever-increasing importance of providing a great customer experience to improve their reputations and financial success. To do this effectively, it’s critical to better utilize customer feedback data to shape your products, services, processing and marketing strategies.

In this session well collectively discuss ways to better identify feedback and insights by:

•Identifying the best and most common ways that customers receive the data and provide feedback
•Understanding the value and cost of people, leadership and organizational design
•Implementing software and new technologies to view customer histories and predict their future needs
•Create a clear customer-focused vision that is embedded into the organizational culture
•Measure the ROI from delivering greater customer experience
•Leveraging emerging technologies to improve conversational AI and Chatbots.

5:00 PM - 5:30 PM Business Meetings

5:30 PM - 6:00 PM Business Meetings

With the massive global demand around data and analytics, are women well represented or are they still and underrepresented minority? What diversity trends face the this ever-growing space, what are the benefits of getting more women involved and how do we encourage more women to apply to the maths and sciences, work in the data and analytics field, and propel forward to management positions? Are the dynamics facing business ripe for the skills that women have to offer? Come see what experts have to offer in this area – women who have progressed through the ranks and those who have helped them get there.

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Lori Bieda

Head of Analytics
Bank of Montreal
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Xenia Lane

SVP, Omni Channel Analytics
SunTrust

Farrell Hudzik

SVP, Enterprise Customer Engagement Synchrony Financial
Synchrony Financial

Michele Raneri

Vice President, Analytics and Business Development
Experian

6:50 PM - 7:50 PM Networking Cocktail Reception