The Rise of Varo – Digital Banking with Financial Inclusion and Product Innovation at the Soul of Operations

In 2020, Varo became the first U.S. consumer fintech company to receive a national bank charter, allowing it to offer FDIC insurance and expand its banking services. Fast forward 13 months and the bank has doubled its customer accounts to 4 million and tripled revenue.
In this Keynote, Pepe Porrata, COO at Varo Bank, will be exploring how he is leading the organization to improve customer experience while establishing effective initiatives, managing business risk, and helping to bring financial inclusion and banking innovation to the forefront during the digital era.

Pepe Porrata COO, Varo Bank

Executing Innovation Focused Digital Transformation

Digital transformation is no new concept for financial institutions anymore and the majority of large banks have been on a digital journey of some sort over the past few years. Millions of dollars are spent every year on technology programs within financial services but the impact of this investment is often unclear.
There will always be uncountable priorities for banks. The key is to understand core priorities and expand on these - looking to build on partner ecosystems to execute transformation in other areas.

Vishal Garg Global Head of Digital Transformation & Compliance, Citi

Daniel Seay SVP, Director of Wholesale Transformation, Fifth Third Bank

James Barrese SVP Technology & Engineering, Chime

Track 1: Risk in 2022: Data-Driven Predictions in a Time of Constant Change

Track 2: The Role of AI in Driving Innovation, Resilience and ESG

Simona Gandrabur Principal Director, Conversational AI Lead, Cloud Contact Centre, National Bank of Canada

Track 3: The Future of Banking & Finance: Innovating to Drive Competitive Separation

Dimple Thakkar Executive Director, Global Head of Digital Communications Engineering, JPMorgan Chase & Co

Ben Fish Head of Product and Business Development, Citizens Bank

AI in Action to Accelerate ESG & Climate Change

As the importance of environmental and social responsibility gains momentum, the financial services industry is stepping to the forefront. With the pandemic and associated economic dislocation, heightened social unrest, and continued climate change, the need for action on environmental, social, and governance (ESG) topics by FIs has never been higher. In this Innovation Exchange Keynote, Sarah Chapman will be exploring how AI can be used to create a more sustainable future, for example through advancing diversity, equity and inclusion in products and services, and managing climate-related risk.

Brooke Tucker-Reid Global Director of ESG, Manulife

Better Together: How Agent Assist Technology Delivers Superior Experiences For Call Centers

Let's discuss some of the top call center and customer experience challenges and have a conversation around blending AI capabilities and live agents together to deliver the next generation of CX.
Learn why AI is the key to unlocking agent productivity and better customer experience and how to implement an AI-assisted agent experience and elevate service experiences for extraordinary business outcomes.

Raj Koneru CEO, Kore.ai

Revenue Generation in the Fintech Era

With the impending changes to overdraft fees, many banks are looking at a significant decline in fee income and struggling to figure out how to generate more revenue. Financial institutions will need to adapt their mindsets to be open to Fintech innovations in order to embrace these developments and keep their customers. So, how do we stay profitable with the emergence of new, UX heavy fintechs? What can we do to stay on top of our game and maximise revenue?

Elina Abel Head of Commercial Banking Lending Transformation, Wells Fargo

Krishnan Subramanian Corporate VP, Enterprise Strategy & Planning, New York Life Insurance

Mastercard's AI Journey

Many factors need to be considered when implementing AI. Is AI trustworthy? Is it safe? Will my customers’ data be protected? Mastercard has developed five pillars to implementing AI where ethics and inclusivity are as important as growth and efficiency. An innovator in artificial intelligence driven products, services, operations and system improvements, Mastercard is building on more than a decade of AI experience to bring a thoughtful, strategic approach to AI implementation. Rohit will discuss how Mastercard balances building trust in technology while also fostering AI innovation.

Rohit Chauhan EVP AI, Mastercard

CX From the Top: Building a Customer-Centric Banking Culture

As consumer and business banking habits and needs continue to shift, customer experience has become more important than ever. Beth Johnson, Chief Experience Officer at Citizens, believes that to truly meet customer expectations, particularly during a time of digital transformation, CX must be prioritized across the business and integrated into the work of all banking leaders.
In her role, Beth is responsible for leading Citizens’ efforts to improve the customer experience by advancing the bank’s overall capabilities in customer analytics and digital. In this keynote presentation, Beth will elaborate on the business imperative for CX and how to build an organizational culture and leadership structure that enables and influences CX.

Beth Johnson Chief Experience Officer , Citizens Bank