10:00 AM - 10:25 AM (EDT)ISG PREDICTS: 2021 and Beyond: Trends Shaping the Financial Services Industry

Every financial institution is undergoing some form of transformation, whether related to core banking, automation, multi-cloud migration, enterprise agility or something else. As we near the end of the COVID19 pandemic, organizations are trying to understand where they are on their journeys – both as compared to internal expectations and as compared to their industry peers – in the light of a dynamic environment, then accelerate the time to value. How do you determine the right transformation approach and its value to your organization? ISG’s Owen Wheatley will discuss the state of the financial industry today, and reveal his predictions for the future.

Owen Wheatley  
10:25 AM - 10:55 AM (EDT)FEATURED PRESENTATION: How leading Financial Services organizations like yours address the most pressing challenges faced by the CHRO

The pandemic has challenged many of us to do our jobs under different and difficult circumstances. It’s also reshaped how financial services organizations engage with employees. The office of the CHRO is at the center of leadership during unprecedented crisis and change. From ensuring the safe return to physical locations, to growing and engaging workers, to streamlining HR operations, the office of the CHRO has to step and adapt to change quickly. Attend this session and learn how Workday is helping leading Financial Services organizations like yours address the most pressing challenges faced by the CHRO.

Jim Gahagan FEATURED PRESENTATION: How leading Financial Services organizations like yours address the most pressing challenges faced by the CHRO
10:55 AM - 11:30 AM (EDT)INDUSTRY SPOTLIGHT PRESENTATION: Becoming a Digital Platform Instead of just a Destination

Consumer and business owners’ expectations have significantly changed over that past several years. COVID-19 has accelerated this change but the fundamental tenants remain the same. People are not just expecting convenience from their digital experiences they are expecting insight, empathy and assistance with making complex decisions. In short, users are expecting their digital interactions to be as high a quality as their human interactions. During this presentation, we will explore these changes and how a company should respond to these emerging customer needs.

Patrick Kelly  
11:30 AM - 11:35 AM (EDT)INNOVATION LAB: Workday for Banking: Meeting Change Head On

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

 INNOVATION LAB: Workday for Banking: Meeting Change Head On
11:35 AM - 11:40 AM (EDT)INNOVATION LAB: Overcoming the Challenges of Unstructured Data

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

 INNOVATION LAB: Overcoming the Challenges of Unstructured Data
11:40 AM - 12:00 PM (EDT)ISG INSIGHTS: Employees Engagement & The Workplace in the Post COVID World

New technologies, evolving customer preferences and changing employee expectations are challenging established ways of working across all industries. This session will provide guidance for battling the concerns of data privacy with remote employees, migrating back to the live office, and achieving productivity across all work channels. Find answers to pressing questions such as: How do you ensure security and data confidentiality with a remote workforce?;What can you do to promote collaboration in a remote environment?;How do you incentivize employees to return to the office?;How do you upskill your employees to keep up with the necessary technology transformations and increase productivity?

Jay Woldar  
12:00 PM - 12:30 PM (EDT)PANEL: Meeting the Demands of a Hybrid Work Environment

New ways of working, already far removed from traditional norms of financial firms, will continue to progress. As workplace technologies and employee needs continue to evolve, how can you ensure that both remote and in-office work is more productive and efficient with flexible hours, collaborative technologies, and security policies in place?  Our panel of industry experts will guide you in defining your digital workplace strategy to stay ahead of the curve by answering questions such as: How should you support your employees as they move between office and remote environments? How do you prepare, train and upskill employees to be agile and equipped for the future of financial services? How to better to invest in employees to build loyalty and provide genuine development opportunities? Are you accurately measuring engagement levels and responding to employee needs with informed solutions and initiatives? What incentive plans can be developed and implemented to promote productivity?

Leslie Anderson Iain Fisher Jay Woldar Bettina Zerza  
12:30 PM - 1:00 PM (EDT)INDUSTRY SPOTLIGHT PRESENTATION: How the COVID-19 pandemic has made the case for increased remote work while highlighting the importance of in-person interaction and what it means for the future of work.

In the beginning of the pandemic, it became clear that a large number of roles do not need to be in an office to be productive. After over a year of working remotely, we can all admit that we miss social interaction and in-person collaboration. As companies are looking at a time in the near future when we can safely return to the office, they are also rethinking the purpose of the office. Ultimately, trying to balance the desire to work from home with the knowledge that being in-person creates synergies that cannot be duplicated remotely.During this session, you will learn how the purpose of the office has evolved over the past year and the opportunity organizations have to strike a balance between the convenience of working from home and the benefits of working together in an office.

Jeff Martin  
1:00 PM - 1:30 PM (EDT)FEATURED PRESENTATION: Is Digital Assurance the weakest link in your Digital Transformation strategy?

Even before the unprecedented times of COVID-19, disruption was the name of the game in the Banking & Financial services industries. Covid-19 and the new world in which we live has simply magnified the necessity to accelerate digital transformation. Financial Services organizations,  and the society they serve, have no choice now but to fully engage in the adoption, evolution, and institutionalization of the digital technology, operations and business process foundations. So, with the debilitating bottlenecks of this journey already made moot, why are BFSI organizations still struggling to deliver digital engagements better / smarter / faster & cheaper? There are many layers in the answer to this question – but certainly one of the weakest links evidenced across the board is the lack of preparedness and execution of their Digital Assurance strategies.

In this session, we will explore how BFSI organizations are redrawing their expectations from Digital Assurance disciplines and pivoting to correlate the impact of these initiatives with their business outcomes. We will also highlight the pivotal roles that Big Data Assurance, on the one hand, and the imminent proliferation of Big-Data-Ready 5G networks will play in the realization of the Digital Transformation Dream of the Banking, Insurance and Financial Services industries

Bill Hayduk chris stark Jayabrata Nag FEATURED PRESENTATION: Is Digital Assurance the weakest link in your Digital Transformation strategy?
1:30 PM - 1:35 PM (EDT)INNOVATION LAB: BlueSwan: Align, Assure Accelerate

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

 INNOVATION LAB: BlueSwan: Align, Assure Accelerate
1:35 PM - 1:40 PM (EDT)INNOVATION LAB: Putting Lending Growth and Profitability on the Fast Track With Digital

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

 INNOVATION LAB: Putting Lending Growth and Profitability on the Fast Track With Digital
1:40 PM - 1:45 PM (EDT)Desk Yogi   
1:45 PM - 2:00 PM (EDT)ISG INSIGHTS: Driving Digital Engagement at Different Customer Stages

The Holy Grail for financial institutions is personalizing and expanding digital engagement— for every customer or prospect. A little bit different from the experience side, engagement is all the ways a bank interacts with its customers, and prospects, and on the flip side all the ways they digitally interact with the bank. Most financial Institutions are actively seeking alternative channels and creative methods for gaining new customers, growing new revenue streams, and getting customers to buy more products and services. Insights from ISG’s research and vast industry relationships will form a clear picture of how Financial Institutions plan to successfully drive digital engagement to find, listen and interact with customers.

Sandra Williams  
2:00 PM - 2:40 PM (EDT)PANEL: Creative Ways to Drive Digital Customer Engagement

Today’s digital pneumonia, spurred by the pandemic, is the perfect setting to motivate both customers and banks to increase digital interactions. With a diverse panel, we will probe the evolving ways financial institutions plan to keep customers digitally engaged to drive acquisition, retention, and expansion. How can institutions promote two-way, digital conversations to increase interactions? How are banks reacting to competition for new customers from neobanks or non-traditional, digital players? How are generational shifts creating new digital avenues for customer acquisition?How can a bank capitalize on technology trends to get digital engagement right for an individual customer or prospect?How can digital tools, such as live chats, AI, analytics and social media bolster conversational customer engagement?What creative digital engagement strategies are showing success?

Kim Biehler Yadu Singh Sandra Williams Sofia Freyder Seth Johnson Alex Trujillo PANEL: Creative Ways to Drive Digital Customer Engagement
2:40 PM - 3:10 PM (EDT)INDUSTRY SPOTLIGHT PRESENTATION: Digital Transformation: Placing Customer Experience at the Forefront

Tune in as Dashon Williford, SVP Digital Strategy and Experience, Alliance Data Card Services shares how you transform customer insights and needs into digital products and experiences that drive customer centric growth, make digital the channel of choice, and deliver robust capabilities to deepen engagement.

Dashon Williford  
3:10 PM - 3:20 PM (EDT)INNOVATION LAB: Deliver Self-Service and Proactive Digital Experiences Faster

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

 INNOVATION LAB: Deliver Self-Service and Proactive Digital Experiences Faster
3:20 PM - 4:05 PM (EDT)ISG STARTUP CHALLENGE

Entrepreneurs behind innovative solutions will each present pitches on why their technology is best and how it will add the most value to business. After some tough questions from our judges, the audience will have their chance to vote on which technology they are more likely to implement within their own organizations. Who should win this startup challenge?

Gopi Rangan Handoyo Sutanto Michal Å usták Trevor Rubel Lucy Rands Yadu Singh  
4:05 PM - 4:15 PM (EDT)DAY 1 CLOSING THOUGHTS Thomas Ortiz  
10:00 AM - 10:25 AM (EDT)ISG PREDICTS: Winners and Losers in the Insurance Industry

The pace of change in the insurance industry is accelerating. The trends may be the same, but many companies are not prepared for the speed and scale of the coming transitions.  New customer expectations, new technologies, new players and new money are all impacting the industry. Every company knows that transformational change is necessary but determining where to start and how to execute can be overwhelming. Insurance is the perfect product for the digital age, so how can market players take advantage of the current competitive environment and not just survive but thrive. Paul Schreiner will talk about the state of the insurance industry today and discuss the key factors that will separate the winners and losers

Paul Schreiner  
10:25 AM - 11:00 AM (EDT)INDUSTRY SPOTLIGHT PRESENTATION: The Evolving Art & Science of Value-Based Customer Experience

Across all industries, the Customer continues to take a greater role in shaping the business, influencing our strategies, and expecting more from us.  This past year of COVID, hyper-digitization, and new innovations have accelerated the need to deliver on Customer Experiences of the future – TODAY.  But delivering on those Experiences is more complicated than ever, but not impossible.  This talk will focus on identifying and operationalizing the art and science of human behavior that drive business value through the Customer in the Next Normal.   

Claudiu Coltea  
11:00 AM - 11:05 AM (EDT)INNOVATION LAB: Elevate Every Decision with Intelligent Insurance Operations

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

 INNOVATION LAB: Elevate Every Decision with Intelligent Insurance Operations
11:05 AM - 11:10 AM (EDT)INNOVATION LAB: Winning with AI and Automation Led Underwriting in the Insurance Industry

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

 INNOVATION LAB: Winning with AI and Automation Led Underwriting in the Insurance Industry
11:10 AM - 11:15 AM (EDT)ISG INSIGHTS: Cloud Transformation & Accelerating Digital Transformation

Cloud transformation – financial institutions are consistently seeking to accelerate their Digital transformation to further their customer’s value realization and retention. The Cloud transformation is foundational to the journey and accelerator to realizing Digital Transformation.  ISG’s Rob Brindley will explore what is the best way to accelerate your cloud transformation.

Raymond Brindley II  
11:15 AM - 11:45 AM (EDT)PANEL: Innovating for the Future

Being digital is not about embracing technologies but using technology in innovative ways to achieve true customer focus across the entire organization. While some industries are proactive in automating their back offices and adopting cloud technologies, others, like insurance, have been slow to modernize.  Our panel of experts will discuss what platforms and technologies to harness, how the right kind of digitization provides opportunities to improve performance and customer experience, and share their experiences in evolving into digital organizations. Get answers to questions such as How can you set your organization on a successful path to digital and cloud transformation? How are wearable innovations redefining insurance? Which technologies are going to drive the next wave of innovation? How is technology reshaping the work of broker and agents? What are the trends on the horizon and what are the implications? How do you overcome legacy processes and infrastructure? What roles does talent play in creating an innovative culture?

Vineet Bansal Nanda Rajgopal Manisha Dias Eizabeth Kelley Shyam Somani, CPCU, ALMI, AINS, AIC PANEL: Innovating for the Future
11:45 AM - 12:15 PM (EDT)INDUSTRY SPOTLIGHT INTERVIEW: The Changing Nature of Competition and Cooperation

Michael Lebor of AmTrust and Paul Schreiner of ISG will explore the rapidly changing nature of competition and cooperation in the insurance industry. What are the implications and what must companies do now to prepare?

Michael Lebor Paul Schreiner  
12:15 PM - 12:45 PM (EDT)FEATURED PRESENTATION: Disruptive Forces in Banking & Capital Markets

Understand how low-code software development platforms are transforming workforces and adding value to business processes. In this presentation attendees will learn how low-code platforms are bringing together the advantages of off-the-shelf products with the flexibility of custom software, recognize opportunities where low-code solutions could be a good fit, and explore case studies where Deloitte has built low-code solutions for clients in financial services.

Peter Fever FEATURED PRESENTATION: Disruptive Forces in Banking & Capital Markets
12:45 PM - 1:15 PM (EDT)FEATURED PRESENTATION: How Compressed Operational Transformation can Deliver a 2.8x Profitability Advantage

Accelerated by the pandemic, insurers are moving more aggressively than ever to transform at scale. Leaders are thinking bigger and going faster to capture competitive advantage. How do you get from here to there?

Jim Reesing Paul Schreiner FEATURED PRESENTATION: How Compressed Operational Transformation can Deliver a 2.8x Profitability Advantage
1:15 PM - 1:30 PM (EDT)INNOVATION LAB: Innovation Through Software

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

 INNOVATION LAB: Innovation Through Software
1:20 PM - 1:30 PM (EDT)Desk Yogi   
1:30 PM - 1:45 PM (EDT)ISG INSIGHTS: Integrating Data Analytics Across the Business to Understand 'the Big Picture'

There isn’t a single financial institution that won’t be more successful if it makes the most of data and analytics, but most have barely begun to scratch the surface of the opportunities available. Similarly, every institution is plagued by too much data, unactionable data, and misunderstood data. Balancing innovation strategies with compliance is necessary to provide a stable data analytics foundation to your organization. Customer-centric data initiatives with human centric design tend to be successful. Traditional BI solutions and Advanced Analytics also require organized and trusted data that is business-ready for analytics and AI. Discover the key elements needed in your journey to ensure data is embedded into the DNA of your organization How do you enable better data fluidity throughout your organization? How do you integrate data streams for collaborating across functions and business units? What mechanisms work for Analytics adoption ? E.g. outcome aligned ideation, common data model/layer, easy to use platforms, data quality How do you balance explain ability and exploration? Are your digital and physical processes aligned with respect to process mirroring and data mapping? Is your digital infrastructure able to deliver to business needs at the right speed, quality, frequency, and context ?

Shriram Natarajan  
1:45 PM - 2:25 PM (EDT)PANEL: Delivering high value outcomes through data and analytics for Insurance

In today's disruptive economy, financial services organizations are actively looking to grow and extract value from their data assets. For Insurance, this means leveraging data and analytics to drive business impact by supporting the shift to customer-centricity, improving underwriting and pricing, and discovering new insights. Today, the Insurance industry is at the cusp of change, working to redefine business through innovation such as instant claims processing, on-demand insurance, and products for underserved customers. As the business of insurance evolves through this change, data and analytics will play an increasingly important role, helping to guide value-based insights and strategic decision making. In this event, we welcome our panel of Insurance data and analytics experts who will provide us with deeper insights and perspective in this space. Our discuss will explore questions such as:How do you leverage data and analytics to delivery high value to your customer? How do approach data and analytics across your organization to improve business processes?What are your current challenges and long term approach to address underwriting and risk management with data?How have you dealt with legacy data challenges? Which are your top two use cases for data and analytics? What have been your biggest challenges to enable a data-driven culture? What are the biggest obstacles you face with data and analytics in Insurance and how have you addressed these? What does a successful data and analytics program look like for you and what do you think is the number one priority to achieve this success? (e.g., Culture, governance)

Christie apodaca Clara Castellanos Lopez Connan Snider Srinivasan Sankar Jackie Zuker Amaresh Tripathy PANEL: Delivering high value outcomes through data and analytics for Insurance
2:25 PM - 2:30 PM (EDT)INNOVATION LAB: Innovative Consumer Banking

These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.

 INNOVATION LAB: Innovative Consumer Banking
2:30 PM - 2:45 PM (EDT)FINAL THOUGHTS: Turning Notes into Actions

After two days of great content, what do you do with it? ISG’s Thomas Ortiz will provide guidance on what your next steps should be to transform your organization!

Thomas Ortiz  
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