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Agenda & Speakers

Finding Engagement Opportunities in the Financial Space

Thanks to a rapidly evolving set of FinTech products and services, the finance industry is one that is moving faster than most others when it comes to CX and building customer loyalty.
 
In addition, financial companies are constantly being challenged to adapt to consumer preferences, a challenge made considerably more difficult due to an increasing demand for digital payment options, balancing the opportunity of “first mover” advantage with the security of being a “fast follower” with internal security constraints and potential regulatory challenges. 
 
This additional layer of complexity demands that those focused on customer loyalty be constantly vigilant of engagement opportunities while remaining in line with consumer channel preferences, internal security concerns and potential legislative challenges, all while trying to understand what is actually working within the industry.
 
As attendees will see, however, this doesn’t stand in the way of leading banks creating strong loyalty bonds with their consumers.
 
Join a panel of marketers from the financial industry as they discuss these challenges, opportunities, and more in regards to navigating the hurdles of driving customer loyalty in an ever changing environment, determining which digital payment products are most effective, and what developments they see on the horizon when it comes to continuing to engage and retain loyal customers.
 
Key Takeaways
 
- Handling customer data in an increasingly sensitive climate, while still offering convenience in the digital payment arena
- Creating loyalty and engagement opportunities in a highly regulated industry
- Providing value and recognition while maintaining consumer privacy and trust
- General best practices (what is working for you, and how do you evaluate?)

Speakers

Brad Marg, GM/Vice President, Stellar Loyalty

As GM / Vice President, Brad is responsible for managing the company’s lottery channel.  His role includes both supporting existing customer programs as well as enhancing client’s utilization of Stellar’s services and market expertise.

Prior to joining Stellar Loyalty, Brad was the COO of Clutch Holdings where he had responsibility for Operations, Customer Success and Marketing.  Additionally, Brad has held various leadership roles at Aramark.  As a result, Brad brings a strong knowledge and experience from the retail, foodservice, SMB and luxury goods sectors. 
 
Brad is a graduate of Villanova University and holds a BS in Business Administration.  Brad also received his Masters Degree from Temple University in Marketing where he is also an Adjunct Professor.  He and his family reside in the suburbs of Philadelphia.

Jessica Hatch, SVP, Client & Teammate Experience - Consumer & Business Credit & Debit Cards, SunTrust Bank

Jessica Hatch is currently head of Client & Teammate Experience for SunTrust Bank’s Credit & Debit Card program, leading a team creating best-in-class products and service design strategies to help the card business succeed. Jessica has held a variety of client experience roles in her 11 years at SunTrust Bank and 10 years at MBNA.  She feels fortunate to be part of the SunTrust Consumer Product Team where the client experience is built in as part of the foundation serving the bank’s purpose driven philosophy of Client First.

Prior to banking, Jessica was in law enforcement and attended the University of Maine for Criminal Justice and Emergency Medical Rescue. Jessica resides in Marietta, Georgia with her boyfriend Wes and their German Shepherd dog, Kea.

Wendy Fisher, VP Product Development and Innovation, Issuer Loyalty, MasterCard

Wendy has over 20 years of professional experience that spans multiple industries and competencies including Financial Services, Retail, and Telecom as well as Digital Marketing, Marketing Strategy & Operations, Loyalty, Product Development, and E-Commerce.
 
Wendy joined Mastercard in 2015 as Vice President of Global Issuer Loyalty, a division responsible for the development of value propositions for Issuer customers across the globe, including value-added services, loyalty, benefits, insurance and offers. A key focus of the role is helping customers tackle market changes through new and rich value propositions that address growing adoption of digital payments and technologies, enhanced consumer experiences & engagement.  Wendy works closely with regional Sales and Marketing teams sharing insights and best practices based on market trends and learnings from engagements worldwide.

Agenda Overview

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