How can trending technologies enhance the customer experience?

The Internet of Things is all the rage these days, but how does it fit into the branch experience? The IoT is just one of the tech trends banks should be monitoring, along with artificial intelligence, chatbots and big data. In the years to come, these technologies could play a leading role in the ever-evolving customer experience.


Rob Berini | Managing Director | Deloitte Digital, Financial Services

Rob Berini is a Managing Director in Deloitte’s Digital practice. He has over 20 years of working with banks to define customer and banker experience and create innovative solutions. Rob has market eminence in omnichannel financial services delivery, emerging technology strategy and innovation management. He co-authored one of earliest works on the topic of online financial services, The 1998 Guide to Retail Banking on the Internet. His perspectives have appeared in publications such as American Banker, Bank Systems and Technology News, among others.

Charles Liu | Chief of Branch Transformation, ATM Innovation, and Market Planning | Bank of America

Charles Liu is the Branch Transformation and ATM Innovation executive responsible for the Consumer Bank’s market growth strategy, and building new financial centers including renovations. He is also responsible for delivering new capabilities to our 16,000 ATMs across the network. Liu leads the development of local market strategies across all major and metro markets, ensuring convenient access to Bank of America’s physical services for our 46 million consumer banking and small business clients.

Milton Santiago | Omni Channel Digital Executive | FinTech Advisors

Milton Santiago is an industry recognized digital banking strategist that is known for creating transformational digital banking experiences. Milton brings over 28 years of experience and is a seasoned and proven global digital executive, leader, strategist, innovator and visionary. He is an expert in deciphering client needs and executing those needs into compelling and satisfying digital client experiences. Milton was formerly the Managing Director, Global Digital Channels Executive at Bank of America and creator of CashPro. He established and led the banks Omni Channel strategy as well as establishing several new business practices to support the digital transformation strategy.

Jordan Worth | Sr. Director, Product | IA360

Jordan Worth is the Senior Director of Product at IA360 and leads their new product development, strategy and business development. He’s an accomplished financial services, telecommunications, loyalty, and technology leader who has utilized new technologies to drive the development and launch of new businesses, partnerships, and products. Jordan is a mobile payments pioneer who led the first commercial development for mobile NFC payments in Canada and played a central role in the planning and launch of Rogers Bank and created its award-winning MasterCard credit card.


Suzanne Cluckey | Editor | ATM Marketplace

Suzanne is an award-winning journalist with a focus on providing clarity and context in her coverage of industry issues. As a writer and editor, Suzanne draws on 30 years of communications experience encompassing a wide range of subjects and disciplines. Her career has spanned corporate communications, strategic marketing and branding, radio and video production, and copywriting and creative direction for both B2B and B2C advertising campaigns. In addition to her current work for ATM Marketplace, Suzanne has written white papers and features for several other Networld Media Group publications, including Mobile Payments Today.

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