Tuesday, May 9, 2017

 

2:15 p.m. - 2:45 p.m.

Winning with Mobile Customers

Sara Patterson Whit Goodrich

Sara Patterson
Director of Customer Communications and Credit, Belk

Whit Goodrich
Chief Marketing Officer, Retail Cards, Synchrony Financial

Track Sponsored By:

Connexions

2:45 p.m. - 3:15 p.m.

Debunking The Millennial Myth: Effectively Engaging America's Largest Generation

Chris On Kevin King

Chris On
Head of Revenue Strategy, LendUp

Kevin King
Director of Product Marketing, ID Analytics

In 2015, Millennials overtook Baby Boomers as the United States' largest living generation. They represent the highest lifetime value of any customer segment and enormously influential to other generations of consumers, yet we continue to see this critical demographic migrate away from traditional forms of credit and services. In this session, Chris and Kevin will present new research which sheds light on Millennial demand for financial products, how lenders are responding to their interest, the problems Millennials pose to risk management, and how lenders can adopt strategies and tools to safely engage this essential customer set.

3:15 p.m. - 3:55 p.m.

Interactive Breakout Discussion Groups

Robert Jarosinski Larry Santucci Paul Siegfried Peggy O'Leary Charles Christianson Dino Michetti

Robert Jarosinski
Senior Consultant - Risk Management, Business Protection, CUNA Mutual Group

Larry Santucci
Senior Industry Specialist, Federal Reserve Bank of Philadelphia

Paul Siegfried
Senior Vice President, Financial Services, Card Business Leader, TransUnion

Peggy O'Leary
Prepaid Sales Director, CPI Card Group

Charles Christianson
Chief Commercial Officer, Connexions Loyalty

Dino Michetti
Senior Vice President Account Management, Connexions Loyalty

These breakout discussion groups are interactive, guided discussions hosted by either one or two moderators to discuss some of the critical issues and challenges facing the industry. Card Forum attendees can join a table of interest and become an active part of the discussion. To get the most out of this interactive session and format please come prepared to share examples from your work, vet some ideas with your peers, be a part of group interaction and problem solving and participate in active idea sharing.

Table 1: What Does Success Look Like In Today's Fraud World?

Robert Jarosinski, Senior Consultant, CUNA Mutual

With fraud growing to epidemic proportions, the industry finding it difficult to pinpoint what success looks like. In this break out session we will review the latest 2016 credit union plastic card loss benchmarking metrics to understand a glimpse of what the new norm might look like. In addition, as a group, we'll discuss the latest fraud trends, what's been working and what hasn't.

Table 2: The Secured Credit Card Market

Larry Santucci, Sr. Industry Specialist, Payment Cards Center, Federal Reserve Bank of Philadelphia

Secured credit cards provide consumers with an opportunity to improve their financial well-being by simultaneously accumulating savings and improving their credit score. However, recent research finds that secured cards comprise a very small share of the overall card market, are underutilized by consumers who could benefit from them, and do not always lead to improved financial stability. Our discussion will examine the challenges to adoption faced by consumers and identify ways in which banks can increase secured card uptake and promote healthy and responsible use.

Table 3: Leveraging the Science & Data Available For Fraud Detection & Prevention – The Shift of Transactional Fraud & Rules to Data Science

Paul C. Siegfried, Senior Vice President, Financial Services, Card Business Leader, TransUnion

Table 4: Give Your Customers What They Want

Take a look at strategies used to meet the needs of customers in the payments market by applying analytics to target personalized card offers for physical and digital campaigns containing prepaid cards.

Peggy O’Leary, Prepaid Sales Director, CPI Card Group

4:25 p.m. - 4:55 p.m.

Rewards Program Profitability Optimization

Debra Lake Jeffrey Gibson

Debra Lake
Product Manager, BankCard Services, Central Bank

Jeffrey Gibson
Principal, Mastercard Advisors

This session provides insight from industry leading executives around managing a profitable and effective rewards program. Topics include: • Key features, functionality, and emerging practices in delivering a more compelling loyalty experience • The proliferation of new product types: affluent, cash back, travel and specialty revolver product constructs • How banks can innovate to keep up even with scarcer resources

4:55 p.m. - 5:40 p.m.

Panel: Building Customer Loyalty Through Rewards

Troy Dennis Stefan Happ Richard Goldman Brian Dugan Charles Christianson

Troy Dennis
Head of Credit Card Product Management and Acquisition, TD Bank

Stefan Happ
Executive Vice President and General Manager, Global Prepaid & Alternative Payments, American Express

Richard Goldman
Founder and CEO, Competiscan

Brian Dugan
SVP, Emerging Commerce Group Executive, FIS

Charles Christianson
Chief Commercial Officer, Connexions Loyalty

During this conversation, you’ll hear input from industry experts on 3 main themes: • Habituation – It’s critical to make rewards relevant and recurrent for your customers. You’ll hear: How to meet customers where they are instead of asking them to meet you where you want them to be. How to use mobile to increase habituation. • Social narrative compass – Loyalty is built through rewards and the stories they create. You’ll hear: How to use social channels to listen and then define the narrative with your customers. • Artificial intelligence – Innovative facilitators like bots help loyalty programs deliver a whole new level of personalization. You’ll hear: How to make conversations with your customers more relevant and helpful. How to leverage AI to enable habituation and encourage frictionless engagement.