Live Chat Software
October 15-18, 2018 | Boston, MA

Agenda Pre-Conference Day

Workshops

8:00 am - 8:15 am Registration

Workshops

8:15 am - 10:45 am Betting Big with Customer Goals
Joanna Peña-Bickley - Head Of Design, Internet of Things Amazon
This introduction to service design will give you the practical tools and a solid understanding of core concepts to help you start applying service design across your organization. This is a crash course, starting at the most basic level, and boiling down the often esoteric and abstract concepts of service design into tangible skills. At the end of this workshop, you’ll feel confident in your understanding of service design and armed with a new toolkit to take action in your organization.
img

Joanna Peña-Bickley

Head Of Design, Internet of Things
Amazon

Workshops

10:45 am - 11:00 am Registration

Workshops

11:00 am - 1:30 pm How to Pivot Organizational Culture toward Customer Centricity
Dr. Joel Mier - Professor at University of Richmond Former Head of Customer Experience at Netflix
Effective service design initiatives require going beyond just end-users to include front line staff and design for cultural change. Positive customer experience starts with every employee within your company. Develop a customer-centric strategy to drive repeat business and customer loyalty. Build a roadmap to:

Hire and train new employees with your customers in mind
Strengthen customer-centric behaviors among your company’s leaders
img

Dr. Joel Mier

Professor at University of Richmond
Former Head of Customer Experience at Netflix

Workshops

1:30 pm - 1:45 pm Registration

Workshops

1:45 pm - 4:15 pm Service Blue Printing: Take Customer Journey Mapping to the Next Level
Service blueprinting helps you see the experience a customer has with your service from a holistic viewpoint. It exposes the “behind-the-scenes” work that goes into as you create before you deliver. From the surface to core information, the underlying actors, systems touchpoints and policies are critical in understanding and improving our services:

What is Service Blue Printing?
When does Blueprinting work?
Uncover insights that relate to both the end-to-end user and surface-to-core.

Workshops

5:30 pm - 6:30 pm Welcome Reception

Service Design for Financial Services Focus Day

8:30 am - 8:45 am Chairman Opening Remarks
Shaun Gummere - Vice President of Service Design Cantina
img

Shaun Gummere

Vice President of Service Design
Cantina

Service Design for Financial Services Focus Day

8:45 am - 9:30 am How Can a Strategic Design Function Impact a Financial Services Organization?
Elizabeth Trudeau - Founder and Head of Strategic Design WellsFargo
Service Design is relatively new. Most FinServ organization are not. What does it take to build out a design practice in the context of a long-standing company? What are the mindsets and ways of working needed at scale?  Hear from Elizabeth Trudeau, Wells Fargo’s Strategic Design leader, as to best practices in gaining clarity and incorporating Service Design organization-wide.
img

Elizabeth Trudeau

Founder and Head of Strategic Design
WellsFargo

Service Design for Financial Services Focus Day

9:35 am - 10:20 am Contained Creativity: How to Design through Regulatory Compliance
Financial regulatory environment is costly and complex however compliance is crucial. How then do we design within those boundaries? The size and scope of most financial organizations adds additional complexity to the design conundrum.
 
In this session explore some simple tips to remain creative while upholding compliance

Service Design for Financial Services Focus Day

10:20 am - 10:40 am Break

Service Design for Financial Services Focus Day

10:40 am - 11:25 am Transform Customer Data into Meaningful Insights for Design
Donna McNeill - Chief Operation Officer GreenPath Financial Wellness
Nicole Bladzik - Director of Innovation GreenPath Financial Wellness
Companies are eager to understand the link between culture and organizational performance. Culture is not just about space, open floor plans and fuse ball tables.  Creating a culture where people feel connected drives powerful results and requires intentional effort.  Learn how to transform your culture by creating a powerful vision, engaging your team, bringing the client to the center of the work to drive game-changing results and gain practical insights that can be applied to your company.
img

Donna McNeill

Chief Operation Officer
GreenPath Financial Wellness

img

Nicole Bladzik

Director of Innovation
GreenPath Financial Wellness

Service Design for Financial Services Focus Day

11:30 am - 12:15 pm Designing around Culture: Mobilize the Frozen Middle
Abhijit Thosar - Vice President - Customer Journeys, Design Thinking and Innovation BNP Paribas
Large traditional financial institutions have never been known as “Design Led,: this stigma and the nature of the organization makes the adoption of design principles particularly challenging resulting in the “Frozen Middle of Cultural Adoption”
 
In this session we practice the best methods to defrost middle management and activate design organization wide.
img

Abhijit Thosar

Vice President - Customer Journeys, Design Thinking and Innovation
BNP Paribas

Service Design for Financial Services Focus Day

12:20 pm - 1:05 pm Blockchain: “The Internet of Money”
Nick Emmons - Blockchain Engineer John Hancock
The newest innovation, blockchain, offers a potential new era in financial services. With its global-scale, technology-driven business transformation, some believe it will eventually have an impact equivalent to that of the World Wide Web.However, blockchain has potential pitfalls and is still far from mainstream financial services.Specifically from the perspective of the financial services profession, the opportunities, changes, and implications possible with blockchain are extensive. 
 
This session addresses both the opportunities presented and some key items to consider as your financial services organizations explore blockchain.
img

Nick Emmons

Blockchain Engineer
John Hancock

Service Design for Financial Services Focus Day

1:05 pm - 2:05 pm Lunch

Service Design for Financial Services Focus Day

2:10 pm - 2:55 pm Cyber-Security: FinServ’s Leading Challenge
Executives are already familiar with the impact that cyber threats have in the industry: the use of third-party vendors, rapidly evolving and complex technologies, cross-border data exchanges and heightened cross-border information security threats. How are executives designing around the leading risk in financial services, keeping in mind their customers’ fear and staying up-to-date with new threats? 
 
In this session: We set out to capture the real world implications of these technological advances on the financial services industry and those who must supervise and use it. 

Service Design for Financial Services Focus Day

3:00 pm - 3:45 pm Designing for Financial Services in 2020 and Beyond
Ennis Olson - Senior Director, Product Innovation Visa
By 2020, any operating model you are currently using is probably going to look quite outdated, even if it is serving you well today. The overriding principle is that financial institutions and their IT organizations must be prepared for a world where change is constant and where digital comes first. If the existing platform could be replicated at half the cost, would the logic still apply?  This session explores some thought provoking considerations for the future of design in financial services and how to position your organization to be the FinServ disruptor of the future.
img

Ennis Olson

Senior Director, Product Innovation
Visa

Service Design for Financial Services Focus Day

3:50 pm - 4:35 pm Finding your Champion for Overcoming Innovation Barriers
Jason Goodwin - Director of Global Innovation Practice & Enablement LOFT: Lab of Forward Thinking at Manulife/John Hancock
So often innovation is crushed because of the nay-sayers. Finding one legal expert in the organization that doesn’t see everything in black and white makes a world of difference on any team. Having them join from conception on any project will make for a successful project. In a traditional model, the legal team would be brought in at the very end where it usually ends up falling through the cracks of importance. The lack of communication between teams can cause major bumps in the road.  This session addresses why this needs to change:
 
Why having an opened minded thinker will lead to success
How to bring people together and break the Silo
Creating the right environment and team
img

Jason Goodwin

Director of Global Innovation Practice & Enablement
LOFT: Lab of Forward Thinking at Manulife/John Hancock

Service Design for Financial Services Focus Day

4:40 pm - 5:25 pm Design for Good: What’s the Role of Service Design in Financial Inclusion?
Marshall Sitten - Vice President of Communications & Service Design at Citi Community Development Citi
Financial inclusion has become a leading concern for the financial services industry, because it’s in the long term interest of financial institutions. Less inequality and more access is the focus, all within the operational constraints being faced. Why service design? An approach that’s holistic and is systems focused? Because it’s the ideal way to develop better services for people who have been left behind.

In this session, Marshall will address what’s being done leveraging Service Design to overcome the struggles involving the ones being “left behind” and how to design with empathy.
img

Marshall Sitten

Vice President of Communications & Service Design at Citi Community Development
Citi

Service Design for Financial Services Focus Day

5:25 pm - 5:30 pm Conclusion of Focus Day

Service Design for Financial Services Focus Day

5:30 pm - 6:30 pm Offsite Opening Reception