Power Panel: Why Reimagining Customer Experience Is Vital For Financial Institutions To Compete In A Hyper Personalized World. What Lessons Can Be Learnt From Other Industries?

Power Panel: Why Reimagining Customer Experience Is Vital For Financial Institutions To Compete In A Hyper Personalized World. What Lessons Can Be Learnt From Other Industries?

23 May 2024|Finovate
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Steven RamirezSteven RamirezCEO at Beyond the Arc

Steven is a popular industry analyst, writer, and speaker in financial services and fintech. His insights have appeared in American Banker, ABA Banking Journal, ABA Bank Marketing, Financial Brand, Bank Innovation, Mortgage Banking, and other industry publications. He is a popular speaker and has presented on social, mobile, fintech, and digital trends at BAI Retail Delivery, BAI Payments Connect, the Mortgage Technology Conference, American Banker’s Financial Services Marketing Forum, CRM Evolution, ABA Annual Convention, and other events. As the CEO of customer experience agency Beyond the Arc, his clients include banks, fintech companies, and banking associations. Steven earned his BA and MBA from the University of California, Berkeley.

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.

Lizzie GuynnLizzie GuynnPartner at TTV Capital

Lizzie joined TTV because of the people. She wanted to work with a team that offered support to early-stage founders while giving them room to iterate, make mistakes, and grow into large companies that will change the financial services ecosystem. As compelling as TTV’s culture seemed from the outside, she has been truly blown away by experiencing it myself.

Prior to joining TTV, Lizzie was a Senior Vice President at Citi Ventures, the corporate strategic investment arm of Citibank. At Citi Ventures, Lizzie helped launch and lead the development of the digital asset strategy resulting in a new investment category. In addition, Lizzie helped lead investments in fintech including and support portfolio companies through a strategic partnership with Citi.

Lizzie is passionate about working with entrepreneurs who use new technology to transform fintech across categories. Lizzie is particularly interested in helping companies navigate the financial services landscape to identify and develop meaningful partnerships to expand their reach.

She earned her B.A. in Environmental Studies and Economics from Dartmouth College.

Ranjit SamraRanjit SamraHead of Product and Experience at J.P. Morgan Wealth Management

Ranjit Samra is the Head of Product & Experience for J.P. Morgan Wealth Management at JPMorgan Chase & Co., responsible for elevating the advisor and client experience through modern, intuitive and innovative products. He sets the strategy and planning for product development; works to deliver client and advisor engagement across J.P. Morgan Wealth Management’s platforms and products; and ensures J.P. Morgan Wealth Management is delivering business value.

Prior to that, Ranjit was the Head of Technology for J.P. Morgan Wealth Management, overseeing over 1,000 technologists and driving technology delivery, modern engineering practices and innovation for Wealth Management products. Ranjit is a member of the J.P. Wealth Management Leadership Team.

Ranjit joined J.P. Morgan in 2018 as the Head of Controls, Legal and Regulatory Technology in Corporate Technology. He came from Credit Suisse, where he was the Chief Information Officer for Corporate Services. Prior to that, Ranjit was a Managing Director at Morgan Stanley, where he worked for 23 years.

Ranjit is an experienced CIO and CPO, having worked in global financial services developing software solutions, including wealth management, commercial real estate investing and private equity, equity research, prime brokerage and global custody. Ranjit also successfully established 'startup' Technology Centers for Morgan Stanley in Mumbai and Montreal.

He is a highly entrepreneurial leader with a proven track record of building and motivating high-performing global teams, developing strong business partnerships and leading large application development teams through modern engineering practices and digital transformational programs. Ranjit is passionate about developing leaders and has served as a mentor throughout his career.

Ranjit earned a Bachelor of Science (Honours) degree in Electrical and Electronic Engineering from City University and a Masters in Business Administration from Cass Business School, both in London. Ranjit has also lived and worked in Luxembourg, Zurich, New York, Mumbai and Montreal.

Ranjit and his family live in Stamford, Conn., where he is the Treasurer of his local neighborhood association. Ranjit has served his local community as a member of the Council of Trustees for the Sikh Temple in Norwalk, and as a co-founder, administrator and teacher of the Sunday School program. He currently serves as the Chair of the NY/CT Regional Board of BuildOn, an organization that empowers youth from under-resourced high schools to build solidarity through service. In 2018, Ranjit participated in a BuildOn Trek to build a school in Nepal and raised funds for the Robin Hood Foundation by running the NYC Marathon. Ranjit is also current serving as a board member for Wall Street Technology Association (WSTA), representing JPMorgan Chase as a member firm.

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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/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 Harnessing AI to build solutions that your customers customise 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? 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 need to communicate your social purpose to your customers: don’t underestimate their desire to be part of a tribe

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