Power Panel: Why Reimagining Customer Experience Is Vital For Financial Institutions To Compete In A Hyper Personalised World.

Power Panel: Why Reimagining Customer Experience Is Vital For Financial Institutions To Compete In A Hyper Personalised World.

12 Sep 2023|Finovate
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Penny CrosmanPenny CrosmanExecutive Editor, Technology at American Banker

Penny Crosman is Executive Editor, Technology at American Banker and Arizent. Prior to taking on this role, she was Editor in Chief of Bank Technology News and Technology Editor of American Banker.

Lexi BohonnonLexi BohonnonSVP Enterprise at Yext

Lexi is responsible for leading Yext’s North American division of highly regulated industries. Lexi joined Yext in 2014 and built out the Sales Engineering team before moving to lead global Customer Success. Prior to Yext, Lexi was an integrated solutions technology consultant at IBM as part of the Global Business Services group. Lexi holds a Bachelor of Arts in Sociology from Colby College, where she graduated cum laude and was captain of the women's soccer team.

Christopher HollinsChristopher HollinsHead of Solution Sales and Delivery at Silicon Valley Bank

Christopher Hollins is the Head of Solution Sales and Delivery at SVB, a Division of First Citizens Bank, where he has been instrumental in transforming the platform’s Solution delivery model to ensure SVB’s Commercial Bank clients in the innovation economy have access to the best partners and Solutions to solve business challenges and optimize client's banking relationships along their journey.

Joining SVB in May 2021, Christopher brings over 20 years of global marketing, sales and strategy experience in financial services, mobile telecom, and technology. He has a record of innovation and leadership in iconic, brand led companies such as JPMC, American Express, and AT&T.

In addition to his many career accomplishments, Christopher is also an avid philanthropist who has championed multiple initiatives to improve and scale the financial success of entrepreneurs and small business owners. While at JPMC, Christopher was also the Business Banking executive sponsor of Chase’s Underserved Entrepreneurs project which helps to improve the ability of women and military vets to become financially successful business owners. He led the team to focus on ways to leverage broad data sources to improve their credit eligibility and business planning for better banking relationships with a goal of improving their meaningful access to credit.

Christopher sits on multiple boards including the Board of Directors for the Sickle Cell Disease Association and the Donald and Winfred Wilson Center for Innovation and Leadership. Christopher is a graduate of Grinnell College and earned an MBA from The Wharton School, University of Pennsylvania. Christopher and his family reside in New Jersey.

Jill CastillaJill CastillaPresident & CEO at Citizens Bank of Edmond

As President & CEO of Citizens Bank of Edmond, a one location $350 million community bank in suburban Oklahoma City, and Chairman of Citizens Bancshares, Inc., Jill Castilla is a nationally recognized innovator in banking and financial technology. Jill currently serves on the 12-member Federal Advisory Council for the Federal Reserve Board of Governors representing the 10th Federal Reserve District. She is a Civilian Aide to the Secretary of the Army, a three-star protocol role, and chairs the SW Graduate School of Banking at SMU. Jill serves on the boards of MetaFund CDFI, Oklahoma Hall of Fame, Castle Creek Capital, Port Authority of Oklahoma City, Mercy West, Humphreys REIF and YMCA. She recently served on the American Bankers Association Board of Directors. Jill is a previous Chairman of the Community Bankers Association of Oklahoma and continues to serve on its Board of Directors. Jill is the 552 ACW Honorary Commander at Tinker AFB. She received national acclaim for projects with billionaire Mark Cuban during the COVID-19 crisis, helping thousands of small businesses and families. Their partnership was awarded Finovate’s Best Fintech Partnership Award.

Jill served in the U.S. Army and Oklahoma Army National Guard and management roles at the Federal Reserve Bank of Kansas City. She holds a master’s in economics from the University of Oklahoma and a bachelor’s in finance from Hawaii Pacific University, where she serves on its Board of Trustees. She attended the University of Wisconsin Graduate School of Banking and Wharton School. Jill’s leadership has earned the industry’s highest accolades including: American Banker’s 25 Most Powerful Women in Banking, Community Banker of the Year and Top Team in Banking, Cornerstone’s Banker of the Year, and Oklahoma Venture Forum’s Economic Impact Award. She has been featured on Bloomberg, Fox News and Yahoo Finance. She and her husband, LTC (retired) Marcus Castilla, are parents of an Army officer, Naval Academy midshipman & an incoming Army ROTC cadet.

Jo WyperJo WyperEVP, Head of Commercial Digital and Operations at Citizens Bank

A strategic and innovative banking executive, Jo currently leads all on-boarding and servicing functions for the Commercial Bank across a broad spectrum of products including CRE and Commercial Lending, Treasury Cash Management, Commercial Cards, Trade Finance, Asset Based Lending, Syndicated Lending and Global Markets FX/IRD. She also oversees the enterprise-wide Intelligent Automation and Operational Excellence chapters for Citizens. In 2019 Jo received the prestigious honor of being named to American Banker’s list of Women to Watch.

Jo joined Citizens in 2009 and has led a number of key strategic initiatives, including developing a best-in-class client concierge service, migrating the commercial lending portfolio to a new loan accounting platform, transforming operations by creating end-to-end alignment of servicing and on-boarding activities, and pioneering a industry-leading robotic process automation program. She is currently a member of the Citizens Executive Leadership Group and part of the Citizens Innovation Board.

Prior to joining Citizens, Jo held several senior positions at The Royal Bank of Scotland. She is a dynamic leader with an impressive track record of driving transformational change and business results across Commercial, Retail and Mortgage banking.

Originally from Scotland, Jo currently lives in Rhode Island with her husband Chris and two dogs, Manny and Louie. In her spare time, she enjoys golfing and playing pickle ball.

Lilac Bar DavidLilac Bar DavidFounder & CEO at Lili

Lilac Bar David is Co-Founder and CEO of Lili, the all-in-one banking platform designed for small business owners. She is an experienced chief executive with over 10 years in the fintech space and a demonstrated history of founding, managing and leading operations at multiple finance companies. Prior to Lili, Lilac founded Pepper, the first and only challenger bank in Israel, and was its CEO for over three years. Lilac also served as EVP of Business Development for Leumi Card (now known as Ma😆 at Bank Leumi, where she forged strategic partnerships and established a program for early stage fintech startups. Lilac received her bachelor’s degree in economics and accounting and her MBA from Tel Aviv University.

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Description

Customers no longer think of banks being on the high street; they think of an app. How can you delight them when you have very little or no physical contact? How are your customers operating in the new economies being created and how can you meet their needs in a world changed forever? Why if banks are to compete effectively with fintechs they need a laser focus on CX and UX Why turning data into insights is the new battleground. What can banks learn from players outside their industry – like supermarkets and airlines – about harnessing AI and data analytics, personalisation and offering customers the products and services they want? Personalisation in banking for different market segments/communities: how can you find new profitable narrow and deep customer slices? What can we learn from the innovators in this space? Harnessing gamification, nudging and visualisation to find more value from your customers How the definition of community is changing and how banks and fintechs should approach it Moving to purpose driven banking and stakeholder capitalism rather than shareholder capitalism: the huge need to communicate your social purpose to your customers: don’t underestimate their desire to be part of a tribe

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