Thank you to all of our attendees, speakers, and sponsors for helping to make Aite Group's
Retail Banking & Payments Customer Experience Forum such a success!

The sessions are now available to view on-demand until Friday, November 27 at 6:00pm ET with the login details you received to access the virtual event site. If you have not registered for this event, but would like access to view the sessions on-demand, please register here. Thank you!

Transforming by Elevating the Customer Experience

The retail banking and payments ecosystem is in the midst of unprecedented transformation. The customers—not the bank or the merchant—will dictate the type of digital experience they expect. Understanding consumers’ increasingly complex path to transact, including which channels they use to explore, buy, and engage, has become a challenge for many market participants. Critical to success is not only arming your institution with the right products and services to meet new customer expectations but also providing an experience that matches those offered by digital retailers and fintech companies. The user experience bar has risen, and your competition is no longer just the bank next door. A strong focus on making every interaction and transaction as simple and streamlined as possible will be key to success.

Join Aite Group research director David Albertazzi along with senior analysts Thad Peterson, Tiffani Montez, Talie Baker, Leslie Parrish, Ginger Schmeltzer, and David Shipper for a dynamic one-day event exploring key customer experience issues. Hear about the findings from our recent financial wellness study of U.S. consumers about their challenges and expectations for their financial services providers as well as key tactics that can be implemented for an enhanced customer experience. Hear from industry thought leaders about how the right onboarding experience can jump-start a deeper relationship.

Key Reasons to Attend:

  • Participate in interactive panel discussions covering some of the industry’s hottest topics, including banking and payments technology innovation and user experience enhancements, customer onboarding, and the growing role of fintech companies. The sessions will also explore what is necessary to meet new customer expectations around money management, payments, and lending.
  • Explore what is necessary to meet new customer expectations around money management, payments, and lending.
  • Network and exchange ideas with bank and credit union executives as well as leading technology providers and thought leaders.
  • Hear from Aite Group analysts about key trends impacting your business and recommendations for how to best position your organization for future success in today’s evolving industry.
Who Should Attend:

Senior-level banking executives and financial industry leaders, including leading technology providers, focused on banking and payments technology innovation and user experience enhancements, customer onboarding, and the growing role of fintech companies and what is necessary to meet new customer expectations around money management, payments, and lending. Titles include customer experience officers, digital banking executives, heads of retail banking, chief credit officers, heads of experience design, payment executives, product development executives, CX managers, and omnichannel managers.

Featured Speakers

Zedrick Applin
Principle Product Manager,

Jamie Armistead
VP and Business Line Leader,
Zelle® at Early Warning Services

Eric Bangerter
VP of E-Commerce,
UW Credit Union

Mariel Beasley
Co-Founder, Common Cents Lab
Principal, Center for Advanced Hindsight at Duke University

Kristy Brandon
SVP eBanking, 
Comerica Bank

Pam Burch
Director Product and Service Delivery,
Northwest Financial Corporation

Rauly Butler
EVP & Director of Retail Banking,
Mechanics Bank

Andy Cease
Product Marketing Manager, Instant Issuance Business Unit,

Mary Coffing
Strategic Planning Director,

Chris Engelhardt
Sr. Manager, Digital Payment Partnerships,
Discover Financial Services

André Ferraz
CEO & Founder,

Clint Hardison
SVP Head of Client Identity, Access, Authentication and Authorization, Corporate Cyber Security,
Truist Bank

Nikki Katz
Chief Digital Executive, Wealth Management; Head of Digital
Products & Platforms,
Bank of America

Julie Lane
Head of Digital/Chief Experience Officer

Corey LeBlanc
Chief Digital and Innovation Officer,
Origin Bank

Nicholas LeCuyer
SVP, Strategy & Corporate Development,

Matthew Lerzak
CIO / VP of Information Technology,
Purdue Federal Credit Union

Tom Martin
Glance Networks

Jonas Ng
SVP, Digital Originations,

Larry Perino
Manager, Program Development
Business Solutions,
Navy Federal Credit Union

Raphael Reznek
Chief Information Officer,
Mascoma Bank

Tim Ruhe
VP Payment Strategy and Partnerships,

Ken Salazar
Chief Sales Officer,

Ben Soccorsy
SVP, Strategy, Digital and
Innovation Group,
Wells Fargo

Dean Tseretopoulos
AVP, International Payments,
TD Bank Group

Wesley Wright
Varo Bank

Aite Group Event Chairs and Moderators

David Albertazzi
Research Director,
Aite Group
Tiffani Montez
Senior Analyst,
Aite Group
Thad Peterson
Senior Analyst,
Aite Group

Aite Group Event Moderators

Talie Baker
Senior Analyst,
Aite Group
Leslie Parrish
Senior Analyst,
Aite Group
Ginger Schmeltzer
Senior Analyst,
Aite Group
David Shipper
Senior Analyst,
Aite Group

Agenda at a Glance*

Thursday, November 12, 2020

*All times are in Eastern Standard Time

10:00am – 10:10am

10:10am – 11:00am 

11:00am – 11:15am

11:15am – 11:45am

11:45am – 12:15pm

12:15pm – 12:45pm

12:45pm – 1:15pm

1:15pm – 1:45pm

1:45pm – 2:00pm

2:00pm – 2:30pm

*Subject to Change 

General Session - Opening Remarks

General Session

Networking Break (Sponsor Showcase)

Concurrent Tracks

Concurrent Tracks

Networking Break (Sponsor Showcase)

Concurrent Tracks

Concurrent Tracks

Closing Comments

Sponsor Showcase

Premier Sponsor

Platinum Sponsors

Gold Sponsors

Interested in sponsoring this event?
Please contact us at today to discuss our sponsorship opportunities!