The More You Know Your Customers, The Better You Connect

Current Speakers

Bethany Polentz

VP, Experience Strategist, Customer Insights & Experience Design

Wells Fargo

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Andy Netzel, CCXP

VP, Voice of the Client, Client Success Effectiveness|Enterprise Payments

KeyBank

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Andy Netzel has made a career of listening and curiosity. As a vice president at KeyBank, focusing on voice of the client and employee, he turns client comments, employee insights, business data and benchmarking studies into holistic strategies to make Key a better place to bank for commercial and consumer clients who use payments products, such as credit and debit cards, ACH, Wire, Fintech solutions, Apple Pay, Zelle, and real-time payments. He has a bias for action, focusing on driving process improvements, product enhancements and redefining the business from the client’s point of view. He’s a Certified Customer Experience Professional (CCXP), with expertise in surveying, NPS, customer journey mapping, data analysis and interviewing. Prior to Key, he was part of the first team to stand up Customer Experience program at Hoover vacuums, a client-centric marketing leader at national retailer Things Remembered, a journalist, and, briefly, a sell-side equity research analyst. Netzel has a bachelor’s degree in journalism from Kent State University and earned his MBA from West Texas A&M University. He lives in Ohio with his brilliant wife, Margie, and two amazing children, Emily, 13, and Clark, 5.

Dwight Flenniken

Chief Marketing Officer

Sunwest Bank

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Dwight Flenniken III serves as the Chief Marketing Officer at Sunwest Bank. As an entrepreneurial-minded executive, he is focused on consumer-centric digital innovation and transformation. Dwight helps finance companies, including fintech startups, develop plans to scale and grow their businesses through data insights and market-driven technology.
Dwight has nearly 20 years of experience in strategy, communication, marketing, and management. He has a wide array of knowledge and experience in all areas of digital including search engine marketing – PPC and SEO, mobile development and advertising for mobile web and app, social network strategy and marketing, email marketing, retargeting, big data and analytics.
Prior to joining Sunwest Bank, Dwight served as an executive for some very successful startups including American, Goldco, Loanpal & Revamp Interactive. Prior to that, Dwight was in Silicon Valley as an executive at Quinstreet – serving in their Finance Vertical.
Dwight stays active in the industry and served as a judge for the Web Marketing Association, is a member of the Association of National Advertisers, and can be read as a blog contributor at various sites.
Dwight graduated from California State University, Long Beach in 2002 with a B.A in Journalism, and currently resides in Huntington Beach, California.

Diane Magers, CCXP

CEO

CXPA (Customer Experience Professional Association)

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BIO: Passionate experience transformation executive and change agent. Sherpa for new and developing experience obsessed organizations. Thought leader and innovator for ways of engaging associates, customers and partners. Believes sustainable change requires embedding customer and experience capabilities into all parts of an organization.
Skilled in creating CX business value and systematically changing organizations to align around experience and drive financial impact. Specializes in enabling brands with skills and competencies like design thinking, journey management, and value mapping to drive sustainable shifts in how organizations work to achieve results. Over 25 years of transforming experiences working in and with brands such as Sysco, AT&T, Dale Carnegie, Invisalign, Ciena, Freeman, Sodexho, Sandy Spring Bank, and MoneyGram.

Craig Schleicher

Head of Innovation

City National Bank

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Craig Schleicher is Head of Innovation for City National Bank, which provides tailored financial solutions and capabilities for entrepreneurs, professionals, their businesses and their families. Craig is part of the Digital team within CNB, driving the bank’s omni-channel client engagement strategy and helping position CNB as a “digitally-enabled relationship bank”. He also helps manage CNB’s relationship with the broader Fintech ecosystem. Craig previously spent 9 years with PwC, where he served as a consultant on client experience and digital transformation, and co-led their consumer lending innovation centre.

Jay Patel

Ci Director

Sayint, zen3 infosolutions company

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Jay Patel is a technologist with a passion for Customer service.

A first-class engineering graduate from the United Kingdom with over 25 years of experience in the technology sector, Jay completed an executive program at the Kellogg School of Management in 1995 and as Managing Director led a Nasdaq listed global Software company, Altris to become a leader in Document Management Systems. As General Manager of Fujitsu/Amdhal , Jay established £100m professional services practice in UK and Ireland.

In 2006, he established an outsourced European call center operation of 600 agents servicing customers in Banking, retail, charities, games and utilities sectors. Over the past 4 years, Jay has advised numerous companies in banking and Insurance on the use of innovative technologies to make a significant impact on customer management .

Jay is a CX leader at Zen3 using customer speech and data, AI and Machine Learning to develop practical solutions that will enhance and sustain great customer experience.

Also – we have another speaker lined up for the London event as I mentioned.

Donald Bottelsen

Director Marketing Analytics

Sourcelink

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Bio: Don Bottelsen currently lives in Schaumburg LI but has lived in Denver, Atlanta, Connecticut, Greenville SC and now Chicago moving with his job.  He has two children, a graduate of the University of Connecticut and a graduate of Virginia Tech.  Don started his career with IBM and spent 25 years there working his way up to Direct of Market Intelligence where he managed a global team responsible for analytics, research, customer intelligence and general market trends.  He then went and spent three years teaching at NYU as a adjunct professor teaching market research, SAS, Statistics and data visualization.  He now leads the analytic center of excellence for Sourcelink one of the top direct marketing agencies in the country with a heavy focus on the finance and banking industries

Vishal Srivastava, Ph.D.

Assistant Vice President, Model Validation Analyst

Bank of the West

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Bio:  “Vishal is currently working as the Assistant Vice President with the Bank of the West, BNP Paribas group in Model Risk Management Division. Vishal has around 5 plus years of experience working with quantitative risk modeling and model validation using advanced engineering, statistical and machine learning based models. Vishal’s PhD thesis included the development of a proprietary risk framework and the probability of failure models, which were back-tested using a large engineering database. In addition, statistical and machine learning methods (e.g., logistic regression and machine learning models) were deployed to predict the risk of failure (RoF) models, which are being used commercially. Vishal has more than 10 publications in areas such as risk management, quantitative modeling, machine learning and predictive analytics.”

Brock Dubbels

VP Experience Design and Innovation

Bank of America

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Mary Drumond

CMO

Worthix

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Coming Soon