GENERAL SESSION / WEDNESDAY / SEPTEMBER 25, 2019 / 11:15 AM
‘Rapid-fire’ Roundtable: Are we keeping up with the Speed of Change?
In a fast-paced discussion, a panel of executives from consumer brands will share insights on the ever-changing customer experience. Executives from various backgrounds will evaluate the rate at which customer culture is changing across different industries. We’ll consider whether financial industries are exempt from transitioning so quickly or if they are directly affected by customers’ heightened expectations. We’ll also look at the next big trends in customer experience and whether financial institutions should be embracing them.
Chris Ferris | President & CEO | Fidelity Bank
Chris Ferris is the President and Chief Executive Officer for Fidelity Bank in New Orleans. He oversees operations at Fidelity Bank, the NOLA Lending Group mortgage division and Homestead Title Co. subsidiary. Chris pro-actively re-designed the client experience, by delivering a consultative approach to identify client needs with a focus on simple, easy, and fast banking services that provide value. Previously, he was Chief of Retail and Small Business Banking and Chief Operations Officer. Chris joined Fidelity in October 2014 and has 18 years of bank management and leadership experience. Before Fidelity, he worked at BB&T, overseeing retail and small business banking units for the state of Maryland.
Maja Neable | CMO, North American Personal & Business Banking | BMO Financial Group
Maja Neable is CMO, North American Personal and Business Banking at BMO Financial Group. She is a dedicated customer advocate and passionate about creating innovative and intuitive experiences. Before BMO, Maja was Chief Customer Officer at Telenor, a worldwide telecommunications company. Under Maja’s direction, Telenor achieved leading NPS scores, overtaking their competitors by a significant margin. Prior to Telenor, Maja spent seven years building leading digital experiences at Expedia, the largest digital travel company in the world. She holds a Bachelor’s of Math from University of Waterloo, and an MBA from IMD, Lausanne, Switzerland. Maja is a proud soccer mom and an avid skier.
Andrew Raabe | CFO | Wow Bao
Speaker bio coming soon!
Ryan Tuttle | Senior Analyst, Consumer Finance | Euromonitor International
Ryan Tuttle is a senior consumer finance analyst at Euromonitor International. His work at Euromonitor primarily focuses on global trends and developments in cards, payments, and lending. His professional interests center on the evolving role that technology plays in payments. Since joining Euromonitor in 2014, Ryan has presented to multiple financial companies and spoken at industry events, such as the Bank Customer Experience Summit and Payments Summit. His insights have been quoted and published in various publications including the Chicago Tribune, CNBC, MarketWatch and The Paypers. Ryan holds a Master of Public Policy from Oregon State University in Corvallis, Oregon and a Bachelor of Arts from Gonzaga University in Spokane, Washington.
Steve Mast | President & Chief Innovation Officer | Delvinia
As the President and Chief Innovation Officer of one of the fastest growing companies in data collection, Steve Mast excels at challenging the status quo. Under his leadership, Delvinia has been recognized with numerous awards and achievements. Most recently, the company’s research automation platform, Methodify, was named to the GRIT Top 50 List of the Most Innovative Companies in Market Research for the second consecutive year. Steve is an active board member of the Canadian Marketing Association (CMA) where he co-chaired the largest conference dedicated to digital marketing and launched the first CMA Social Media Conference.