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#1 2020-08-09 06:14:51

Whonrygroogy
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Registered: 2020-08-03
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Bio Bio Eileen M

Agenda | Location   The customer is at the core of digitization.
And companies that make the customer experience (CX) the most important goal can achieve extreme success.
While customer expectations & behaviors are always changing, recent global developments have accelerated the pace of change beyond imagination.
Just a few months ago, less than 7% of US workers regularly worked from home.
During the pandemic though, 96% of office workers logged in from home.
From grocery shopping to depositing checks to happy hours with friends, customers adjusted to a new normal behind a screen.
At the same time, the customer base is evolving generationally.
Millennials have different expectations for responsiveness, reachability, and self-service than their Baby Boomer counterparts.
These massive shifts not only changed the way people worked, but they’ve changed the ways people interact & engage with their employers, service-providers and retailers.
This event will focus in on the financial services industry to provide an in-depth analysis of the current digitization & CX landscape.
Seminar Overview What does it take to deliver world-class customer experience in today’s always-on environment.
What are the technologies that can enable customer experience digitization, and what are the best practices for deploying them.
What are the obstacles to transformation.
How do generational shifts affect customer service delivery.
Seminar presentations will zero in on these questions and more.
Panel Overview This panel session will provide use cases, best practices, and lessons learned from our team of experts.
We will provide practical guidance on how to provide the best possible customer experience for financial firm clients using current and emerging technologies that attendees can take back and apply in their firms.
Topics Covered Topics covered will include  Automation, RPA, AI, ML, and analytics and for customer experience Omnichannel and contact centers Effective management of social media for the always-on-customer Cloud-based customer experience solutions Collaboration tools for use with customers Enabling the end-to-end customer experience Building and managing personas Privacy and digital customer ethics Client experience across the generations (Gen Z to Millennials to Gen X to Baby Boomers) The shift in IT from full-service to self-service to robotic/automated service Gaining client insights through the use of analytics Digitization, disruption and shift in customer trends and expectations User Experience (UX)       Agenda              8:25AM-8:30AM WSTA Introductions                                                 Randall Brett, Managing Director, Chief Technology Officer, Pine River Capital Management and a WSTA Director       Bio                            Bio        Randall Brett, Managing Director, Chief Technology Officer, Pine River Capital Management and a WSTA Director        Randall Brett has held senior management positions for over 25 years in software development and financial services.  Currently, he is Managing Director, Chief Technology Officer at Pine River Capital Management, a Multi-Strategy Hedge Fund based in MN and NY.  His prior positions include: Senior Vice President, Application Development and Integration at Harvard Management Company, Boston; Director, Risk Technology at SAC Capital Management, and CTO at Askari Risk Management Systems/DSTi.  Education:  BA, English, Sociology, University of Colorado, 1980 PRM Certification, 2006 (Professional Risk Manager).
Abstract                                               8:30AM-8:55AM Keynote Presentation: “Why You Should Prioritize Customer Experience—and 10 Steps to Finding Success”                                                 Robin Gareiss, President and Founder, Nemertes Research       Bio | Abstract                            Bio        Robin Gareiss, President and Founder, Nemertes Research        Robin Gareiss is President and Founder of Nemertes Research, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers.
She serves as chief financial officer, as well.
For 25+ years, Ms.
Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 1000, developing technology strategies and analyzing how they can transform their businesses.
She has developed industry-leading, interactive cost models for some of the world’s largest enterprises and vendors.
Ms.

Gareiss leads Nemertes’ Digital Transformation and Digital Customer Experience research

She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and UCC.
She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, UBM’s Enterprise Connect, ICMI, IDG’s FugureIT, Interop, Mobile Business Expo, and CeBit.
She also writes a blog for No Jitter.
In addition to publishing hundreds of research reports, she has won several prestigious awards for her in-depth analyses of business-technology issues.
Ms.

Gareiss also taught ethics at the Poynter Institute for Advanced Media Studies

Her work has appeared in the New York Times, Chicago Tribune, Newsweek, and American Medical News.
She earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.
Abstract        The customer is king now more than ever, as social media and web-based ratings can help or hurt companies dramatically.
Consequently, companies must invest in customer experience (CX) technologies and organizational strategies to improve business metrics.
But with long lists of CX technologies available, including artificial intelligence, analytics, and automation, which ones should you evaluate.
And with the Covid-19 pandemic changing how contact center agents work, what is the latest wisdom on organizational strategies.
During this keynote, Nemertes President Robin Gareiss will provide 10 pointed recommendations to guide you on how to transform your customer engagement strategies, backed by real-world research data.
The session will address the following:  Which advanced technologies should you prioritize, based on how successfully they improve business metrics.
What is the most important new executive position you need in order to bolster customer ratings, increase revenue, and decrease operational costs.
How much should you spend on CX technologies, and why.
What should you consider when making architecture and integration decisions.
What factors should come into play to meet demands of all generations of customers.
8:55AM-9:15AM Premier Sponsor Presentation: “The CX of Industrial Revolution 4.0 is Becoming Much More Dynamic”                                                 Eric Maloney, Director of Strategy – Advisory Partners, Blue Prism       Bio | Abstract                            Bio        Eric Maloney, Director of Strategy – Advisory Partners, Blue Prism        Eric has had a long and varied career in technology and business process improvement.
He worked more than a decade as Consultant in Project and Program Management, primarily in the Financial Services and Insurance industries.
He spent over five years as an Infrastructure Architect and Solutions Architect at JP Morgan Chase, followed by over eight years as a Data and Storage Strategist with NetApp and EMC.
He was the IT Manager of a global shipping company for three years before joining Microsoft as a Global Account Technology Strategist serving Morgan Stanley, then as a Digital Transformation Lead for Financial Services and Insurance customers based in the New York area.
Eric’s goal in his role at Blue Prism is to educate partners and customers about “the art of the possible” when exploring Intelligent Automation and it’s impact on the future of work.
Eric earned his PhD.
In History from the State University of New York at Stony Brook.
Abstract        As businesses transition from the Third Industrial Revolution, focused on computer processing to the Forth Industrial Revolution involving the Internet of Things, 5G and Artificial Intelligence, they will be part of an always-on hyperconnected cyber experience.
Due to Covid-19 the rate of change is only accelerating and is already having a profound impact on customer experience, partner/competitor relationships and the nature of work for employees.
The future workforce will be an amalgam of human workers, digital workers and Artificial Intelligence services.
This complex always-on workforce will provide a reimagined personalized customer experience based on predictive analytics, omni-channel presence and an ever-increasing number of just-in-time services.
You will learn:  How the future customer experience is going to be increasingly dynamic About the resource orchestration; human worker, digital worker and AI /ML resources How digital workers will increasingly be intermediaries between people and data Solutions that scale to meet new business and technological challenges.
9:15AM-9:35AM Secondary Sponsor Presentation: “Accelerating Innovation Through Service Ownership”                                                 Kyle Duffy, VP of Solutions Consulting, PagerDuty       Bio | Abstract                            Bio        Kyle Duffy, VP of Solutions Consulting, PagerDuty        Kyle Duffy is a Sales and Operations executive with 20 years’ experience in the software industry.
His focus has been leading Go To Market teams through extended periods of high growth at Business Objects, AppDynamics and PagerDuty.
He works with companies across a broad range of market segments and industries as they work to drive transformations across their business.
Kyle is a graduate of the University of Texas at Austin (BBA, Engineering Route to Business) and lives in Denver, Colorado.
Abstract        Whether it’s Cloud, DevOps or Operational Maturity, companies are working hard to transform faster than ever.  The goal is often accelerating innovation around the customer experience with the additional benefits of reducing cost and downtime.  This session will talk to the challenges organizations face when trying to transform and how culture and operating models need to change to achieve the results you’re really looking for.
9:35AM-9:45AM Break (Take some time to Visit the Community Sponsored by ServiceNow)                       9:45AM-10:05AM Presentation: “Customer Empowerment: The Next Generation of Customer Experience”                                                  Mark Langanki, Chief Technology Officer, ConvergeOne       Bio | Abstract                            Bio        Mark Langanki, Chief Technology Officer, ConvergeOne        Mark is a renowned industry thought leader, .

CX Evangelist and Chief Technology Officer for ConvergeOne a CVC Capital Partners company

ConvergeOne is a leading global IT System Integrator and services provider for enterprises with real world experience assisting customers to transform their digital infrastructure.
Over 14,000 enterprise customers within various vertical markets, trust ConvergeOne with designing, deploying and supporting their CX and digital infrastructures to remain competitive and agile.
On behalf of Convergeone, Mark nurtures collaborative partnerships with the leading and emerging global technology industry leaders that encompass ConvergeOne’s solutions portfolio.
He leads ideation and curation of delivering solutions with a full lifecycle approach including strategy, design, and implementation with professional, managed and support services.
As CTO, Mark is responsible for establishing and executing the technology strategy and development of Intellectual Property aligned with ConvergeOne’s overall business strategy.
Mark’s experience and ability to identify trends and market dynamics in CX have fueled the growth of ConvergeOne and empowered ConvergeOne’s customer Go to Market strategies.
Mark has a passion for creating ways in which to introduce emerging technologies into production systems, and a focus on building highly complex systems that are not only highly available but agile and intelligent.
In addition to his role as CTO, Mark is an Associate Program Director and Senior Instructor at the University of Minnesota where he influences and guides the next generation of CX Evangelists and technology leaders.
Abstract        Customer EXpowerment gives customers control of their experience with you.
CX markets are begging for technology to quickly integrate both channels and systems for rapid use case adoption.
This session identifies current technology challenges with evolving personal customer interactions.
Takeaways: De-risk current and future technology investments Give vision of customer interactions with actionable data Decrease spending and increase customer satisfaction                                        10:05AM-10:25AM Presentation: “21st Century Connection: Addressing Data, Technology and Workflow Fragmentation to Deliver Coherent Customer Experiences in Financial Services”                                                 Keith Pearson, Head of Financial Services, EMEA.

ServiceNow       Bio | Abstract                            Bio        Keith Pearson

Head of Financial Services, EMEA, ServiceNow         25 years of experience transforming enterprise technology across industry sectors Former Royal Air Force Officer Software company founder and entrepreneur Lloyds Banking Group eight years Major Banking Program Director focused on digital transformation Lloyds Banking Group ServiceNow Program Director 2017 – 2020 Head of Financial Services, EMEA, ServiceNow                       Abstract        Analysts indicate that as many as 25% of Financial Services digital transformation initiatives fail completely.
The digital customer experience is impacted by a lack of integrated architecture, disjointed procurement and fragmented deployment.
Through this presentation we will cover how companies like ServiceNow are working with the world’s leading digital banks to integrate disconnected technology and workflows to deliver seamless, cloud first customer experiences.
10:25AM-10:45AM Presentation: "The Effortless Customer Experience"                                                 Naveed Husain, VP, Vertical Sales Program, RingCentral       Bio | Abstract                            Bio        Naveed Husain, VP, Vertical Sales Program, RingCentral        As RingCentral’s Vice President, Vertical Sales Program with expertise in Public Sector and Education, Naveed Husain is leading our industry experts’ team and developing strategic alignment, market differentiation in each of our gold verticals.
A former customer of RingCentral, Naveed is passionate about helping customers leverage cloud-based Unified Communication as a Service and Contact Center as a Service.
Prior to RingCentral, Naveed was CIO of Teachers College, Columbia University, where he implemented RingCentral’s product suite.
He brings over 20 years of global experience in the private and public sectors, having served as CIO at Queens College, City University of New York, as well as in challenging duty stations for the United Nations Department of Peacekeeping Operations, to name a few among them Somalia, Mozambique, and Iraq.
Naveed holds a Masters in Telecommunication and Distributed Information Systems Engineering.
Abstract        Creating a digital experience is not just about converting to online but also a digital transformation to customers and channels that are now expecting fast and effective communication across all platforms.
In the increasingly digital, competitive world of financial services, the key is delivering an effortless customer experience.
In this virtual discussion, we will discuss solutions RingCentral can provide around:  Customer Expectations COVID Impacts Next Wave of Customer Engagement                                         10:45AM-11:05AM Presentation: “Eliminating the Gap Between Process and Business.
Technically Tie Process Improvements to Business Outcomes.”                                                 Patrick Galbraith, Director of Financial Services and Insurance.

Celonis       Bio | Abstract                            Bio        Patrick Galbraith

Director of Financial Services and Insurance, Celonis        Patrick Galbraith is the Director of Financial Services and Insurance for Celonis.  He works with Celonis’ largest banking and insurance customers, helping them eliminate friction in their organization with Process Intelligence.
Prior to joining Celonis, Patrick held sales & operations leadership positions with DataRobot, MicroStrategy, Cognos, and IBM and has over 20 years experience in data intelligence.  Patrick attended Rutgers University and earned a Bachelor of Science degree in Engineering.
Abstract        Departments for processes excellence, operational excellence, and digital transformation are commanding more and more attention from executive leadership.  And yet, there seems to be a gap between how processes are assumed to operate, how they actually operate, and what effect they are having on an organization’s business outcomes.  In this session, learn how to move the needle with your process investments by technically linking them to business outcomes, and bringing them straight to the doorstep of LOB personnel.
Key Takeaways:  Get grounded – Your IT systems and employee interactions have all the information you need to objectively show how your processes are operating in real time.
Sense the friction – identify bottlenecks, unwanted variations, and extraneous manual work and make sure that you can intercept them as they occur Take decisive action – automate where possible, otherwise bring next-best actions with context to line of business personnel All about the outcomes – make sure that the process improvements have a direct and measurable correlation to the overall company objectives.
Max Smith, Product Marketing.

Celonis       Bio                            Bio        Max Smith

Product Marketing, Celonis        Max has been focusing on understanding customer pains, their causes, and solutions for his entire career.
Before joining the product team at Celonis, he spent 4 years as a product manager for a KYC software company helping financial services institutions remain compliant with regulations.
Today as a product marketer for Celonis, he continues to investigate the challenges that face financial services in 2020, and bring that insight to the greater product team to help develop solutions to overcome those unique challenges.
Abstract                                               11:05AM-11:25AM Presentation: “Driving Business Value with a Customer-First Strategy”                                                 Beth Kwiat, Executive Director for Digital Experience, Comcast Business       Bio | Abstract                            Bio        Beth Kwiat, Executive Director for Digital Experience, Comcast Business        Beth Kwiat is the Executive Director for Digital Experience at Comcast Business responsible for driving business and customer value through digital product  strategy, management, and program execution.
Focused on transformative customer experience and business performance growth, she leads the team to define a digital product strategy that leverages continually evolving technological advancements with the goal of meeting changing customer expectations.
She empowers the digital delivery team to create exceptional experience design and digital capabilities online and on app for all business customers from small business to enterprise.
Driving accountability across the broader team, she drives using customer input and feedback along with business performance analytics to guide the digital product strategy.
Prior to joining Comcast Business, Beth led digital experience strategy, product management and execution for companies in the telecommunications industry, including AT&T Cricket Wireless.
She earned an undergraduate degree in engineering from the University of Michigan followed by an MBA from the University of Chicago.
Beth lives in the beautiful foothills outside of Denver, CO.
Abstract        Customer expectations have never been higher.
Placing the customer at the center of your business strategy results in customer engagement and loyalty needed for growth.
Enabling customer self-service drives customer satisfaction and operational efficiency. By leveraging customer insights to deliver exceptional customer experiences, companies improve their competitive position leading to increased business value.
Key focus areas are:  Driving business value by putting the customer first Leveraging customer insights to deliver exceptional customer experiences Enabling customer self-service capabilities to meet customer expectations and increase operational efficiency                                         11:25AM-11:40AM Break and Virtual Demo Rooms Open (Remain Open Until 1:15PM)                       11:40AM-12:40PM Panel Discussion                                                 Moderator: Robin Gareiss, President and Founder, Nemertes Research       Bio                            Bio        Moderator: Robin Gareiss, President and Founder, Nemertes Research        Robin Gareiss is President and Founder of Nemertes Research, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers.
She serves as chief financial officer, as well.
For 25+ years, Ms.
Gareiss has advised hundreds of senior IT executives, ranging in size from Fortune 100 to Fortune 1000, developing technology strategies and analyzing how they can transform their businesses.
She has developed industry-leading, interactive cost models for some of the world’s largest enterprises and vendors.
Ms.
Gareiss leads Nemertes’ Digital Transformation and Digital Customer Experience research.
She also is a widely recognized expert in the communications field, with specialty areas of contact center, AI-enabled customer engagement, customer success analytics, and UCC.
She is a sought-after speaker at conferences and trade shows, presenting at events such as Nemertes Navigator360, UBM’s Enterprise Connect, ICMI, IDG’s FugureIT, Interop, Mobile Business Expo, and CeBit.
She also writes a blog for No Jitter.
In addition to publishing hundreds of research reports, she has won several prestigious awards for her in-depth analyses of business-technology issues.
Ms.
Gareiss also taught ethics at the Poynter Institute for Advanced Media Studies.
Her work has appeared in the New York Times, Chicago Tribune, Newsweek, and American Medical News.
She earned a bachelor of science degree in journalism from the University of Illinois and lives in Illinois.
Abstract                                                                         Vibhaw K.
Arya, Chief Operating Officer, .

Shufro Rose       Bio                            Bio        Vibhaw K

Arya, Chief Operating Officer, Shufro Rose        Vibhaw K.
Arya is Shufro Rose’s Chief Operating Officer and previously served as the firm’s Head of Operations and Information Technology.
Vib has spent over 20 years within the investment management industry, having held increasing levels of responsibility for technology and operations management, project management, strategy & transformational change and business administration.
Vib received his B.A.
in Computer Science from New York University’s College of Art & Sciences and his M.B.A.
with concentrations in Finance and Organizational Management from New York University’s Leonard N.
Stern School of Business.
Abstract                                                                         André Ferraz, CEO & Founder, Incognia       Bio                            Bio        André Ferraz, CEO & Founder, Incognia        André Ferraz is the CEO and co-founder of Incognia, a private identity company that provides location-based behavioral biometrics to banks, fintech and mobile commerce for frictionless mobile identity verification and risk-based authentication.
Incognia delivers frictionless security for mobile users, streamlining onboarding and protecting mobile accounts without requiring any action by the user, all they have to do is be themselves.
Originally from Brazil, André founded his first company while a university student in computer science.
André and his co-founders developed location technology that is now deployed on 60M smartphones and has been recognized by the Institute of Electrical and Electronics Engineers (IEEE), the Association of Computing Machinery (ACM) and Microsoft as the world’s most precise geolocation platform.
Incognia has teams in New York, Palo Alto and Brazil.
Abstract                                                                         Eileen M.
Holcomb.

Head of Strategy & Client Experience for Digital Channels

JPMorgan Chase & Co.
Bio                            Bio        Eileen M.
Holcomb, Head of Strategy & Client Experience for Digital Channels, JPMorgan Chase & Co.
Eileen Holcomb is an Executive Director in Wholesale Payments at JPMorgan Chase & Co.
She leads Strategy & Client Experience for Digital Channels within the Corporate and Investment Bank.
In this role Eileen is responsible for developing and leading strategic initiatives, building out the client feedback program, launching internal and external communications regarding Digital Channels and sales enablement.
She partners across the organization to deliver this vision to clients and provide them with exceptional digital experiences.
Prior to joining JPMorgan, Eileen worked at Bank of America in New York, NY and Charlotte, NC where she was a part of the Consumer MBA Leadership Development Program.
After finishing the program, Eileen worked in Global Transaction Services in a variety of roles in payments product development, strategy and innovation.
She also led Strategy, Innovation and Data for the Business Banking segment at Bank of America focusing on delivering growth to the firm and developing new tools and capabilities for the client teams while leading the strategic planning process.
Prior to business school Eileen worked at E&Y in their Fraud Investigation and Dispute Services business doing financial consulting in Boston, MA.
In 2017, Eileen received the Rising Star Award from the Women in Payments Organization.

Eileen attended Babson College for her undergraduate degree in Corporate Finance

She attended Boston College for her MBA where she was co-head of Graduate Women in Business.
Eileen lives in Manhattan and is passionate about the intersection of transformation, digital tools and the client experience to deliver the next gen of financial services.  She is an avid reader and traveler having been to 40+ countries.
Abstract                                                                         Wenni Wu.

Head of Customer Experience & Marketing

Piermont Bank       Bio                            Bio        Wenni Wu, Head of Customer Experience & Marketing, Piermont Bank        Wenni is the Head of Customer Experience and Marketing at Piermont Bank, a women-founded, entrepreneur-led, technology-fortified commercial bank.
Piermont is digitally-enabled and human-delivered, providing an unprecedented banking experience that blends the best of financial services and agile startups.
Wenni is responsible for building and managing Piermont’s brand and marketing platform and designing seamless banking experience for privately owned businesses leveraging the best financial technology.
She focuses on innovation in banking and facilitating FinTech/bank partnership.
Wenni was previously a Vice President of Market Strategy at East West Bank, where she was responsible for developing and executing go-to-market strategies for East West’s new strategic markets in East Coast and Texas to drive new business acquisitions, revenue growth, and client engagement.
Wenni also has significant experiences in creating platforms and building networks to facilitate business exchange between China and the U.S.
She also works closely with high-level executives and corporate partners to help Chinese companies gain understanding on cross-border investments, direct investments and business activities in New York City.
Wenni was selected as one of the “Rising Stars in Banking & Finance” by Crain’s New York in 2020.
She is a member of American Bankers Association’s Diversity, Equity, & Inclusion Advisory Group.
She graduated from University of Michigan with B.A.
in Communication Studies and Economics.
She is a Certified Financial Marketing Professional.
Abstract                                               12:40PM-1:15PM Virtual Demo Rooms Remain Open                       1:15PM- Event Concludes                          Eligible for CPE Credits Earn up to 4.5 CPE Credits at this event.
Click here for more details.
Cancellation To Cancel your Registration, click here.

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