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CX16, Day 2: Tech Disruption, Generational Insight and Educational Breakouts

  • by Computer Services, Inc.
  • Nov 03, 2016

Though it stormed in the early morning hours of Wednesday in San Antonio, Texas, the agenda for day two of CSI Customer Conference 2016 was anything but watered down.  

Product showcases, entertaining keynotes and enlightening breakout sessions covering everything from trends in card fraud to customer journey mapping were on Wednesday’s docket. Here are just a few of the highlights of the second day of CX16:

Welcome Address and Keynote: Disruption in the Banking Industry

The day started with a welcome address from Steve Powless, CSI’s chief executive officer. In his presentation, Powless emphasized the importance of customer relationships, focusing on financial institutions’ ability to provide a seamless customer experience across all banking channels. He also discussed the interplay between consumer expectation and technological capability that is bringing ongoing disruption to the banking industry.

To further substantiate Powless’s thoughts on fintech, Craig Weber, CEO of Celent, joined him on stage to discuss Celent’s research on creative disruption.

Weber defined disruption as a theory of innovation, and added that even though the idea of disruption is entering bankers’ lexicon and consciousness, it hasn’t fully penetrated any part of the financial services sector–therefore representing a tremendous opportunity for the banking industry.

For a more in-depth look at Powless’s address and Weber’s keynote from CX16, make sure to check out The Source, coming later this month. 

Generational Insight from Jason Dorsey

One of the most talked-about presentations from Wednesday was the dynamic keynote from Jason Dorsey, chief strategy officer from the Center for Generational Kinetics.

Featured in numerous television shows and publications, Dorsey conducts research and provides solutions to help organizations turn generational challenges into opportunities for growth and ROI. Considering that many financial institutions spend a lot of time and effort trying to figure out how to market to millennials, Dorsey’s message was well received by the hundreds of banking professionals in attendance.

Breakout Sessions

Conference attendees picked up a wealth of knowledge from Wednesday’s slate of breakout sessions, which included:

  • A deep dive into customer journey maps–from initial contact, through the process of engagement and into a long-term relationship–with CSI product manager Shanda Purcell.
  • Steve Sanders, CSI’s vice president of internal audit, presented a thorough examination into cybersecurity, including the five things every institution should be doing to protect themselves from cyber threats.
  • A regulatory roundup from Keith Monson, CSI’s chief risk officer, featuring a breakdown of the recent updates to the FFIEC Information Security Handbook and the Military Lending Act.
  • Matt Herren, a product manager for payment analytics at CSI, shared thought-provoking statistics and tips with attendees during his breakout session to help deal with the latest trends in card fraud. Despite the upward trend in reported card fraud, Herren said that EMV card implementation offers an exponentially higher level of security, and by 2019, 96 percent of all U.S. debit cards will be EMV cards.

Real-time CX16 Updates

Thursday, Nov. 3, is our final day of the conference and will feature more breakout sessions, the 2016 Seeing Business Differently Awards and a customer panel on technology. Follow CSI on Facebook and Twitter to get the latest updates from the final day of CX16.