Current Speakers

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.

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 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.

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

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.”

Coming Soon