Mastering Digital Experiences: DCX & DEX Strategies

Jeanne joined UBS in 2019 and heads Digital Strategy and Products UBS Wealth Management USA. In this key role, Jeanne is responsible for designing and executing the holistic digital strategy for the Wealth Management business in the Americas, including the delivery of a state-of-the-art digital financial advisor & client experience across all business touch points and aligning business strategy to the overarching global digital capabilities.

Jeanne has 25⁺ years of experience leading business and technology teams focused on strategic projects & platforms in financial services. Prior to joining UBS, she served as the Head of Project Management for E-Trade and spent 12 years at Morgan Stanley, where she held a series of leadership positions including leading the field and client technology teams, technology training, banking and capital markets.  Jeanne has a BA in Economics from the State University of NY at Albany and an MBA from Iona College. Jeanne lives in Westchester county New York with her husband and 2 children.

In the rapidly evolving digital landscape, financial services firms are increasingly recognizing the critical role of Digital Customer Experience (DCX) and Digital Employee Experience (DEX) in shaping their success. This presentation will delve into the profound impact of DCX and DEX strategies on customer satisfaction, operational efficiency, adaptability, and risk mitigation. During this insightful exploration of the limitless potential of DCX and DEX, we will uncover the strategies that have propelled financial services firms to thrive in the digital age and maintain their competitive edge.

Joe Kennedy leads PwC Financial Services’ Technology Architecture and Application & Emerging Tech practices. He has more than 27 years of experience leading design, development, delivery and operations of high-performance transactional and information systems in critical FS environments. He possesses expertise in strategic planning, enterprise information integration, enterprise architecture, systems development, agile, disruptive technologies, telecommunications, operations, infrastructure, support and user experience. Joe holds a Bachelors in Computer Science from Clark University and speaks internationally on a range of architectural, integration and disruptive technology topics.

As financial services modernize and migrate to hybrid cloud infrastructures, balancing innovation with legacy systems is crucial. Unified observability is the key to accelerating digital transformation. Join Riverbed’s Global CIO to gain expert insights into streamlining cloud migration, improving omnichannel experiences, and enhancing IT issue resolution. The discussion will cover strategies to: 

• Accelerate digital transformation and reduce risks
• Optimize omnichannel experiences and boost productivity
• Gain insights to make strategic IT investments

Fernando is Riverbed’s Global CIO responsible for all aspects of IT, including digital transformation, Cyber/IT security, infrastructure, operations, and business platforms. In addition, Fernando leads the SaaS Business strategy function, partnering with the customer-facing teams on new approaches centered on providing ongoing customer value and delightful experiences. Before joining Riverbed, Fernando worked at JPMorgan Chase in various senior IT roles, most recently as a Managing Director and CTO. Fernando led various IT infrastructure and business Application Development organizations with high-impact roles at a large scale, focusing on digital transformations, increasing efficiencies, and improving productivity and security.

David Lowe is the Verizon Business Senior Director for global  financial services accounts based in New York City. He started with Verizon  in 2016 having come from Hewlett Packard, Avaya and Salomon Smith Barney. David holds a B.S. in Management Systems from Rensselaer Polytechnic Institute.

Alicia Gee is the Senior Director of Consulting Services for the Customer Experience (CX) practice of Verizon Business Group. Alicia leads a best-in-class team of consultants who advise and deliver cloud and premise-based digital transformations across Global Enterprise and Public Sector Verizon customers.  
Alicia holds a Bachelor’s degree in Business Administration, Management Information Systems (MIS) from California State University, Sacramento, and a Master’s of Business Administration (MBA) in Information Technology Management from Western Governors University.  

Join our financial services thought leaders and technology experts as we discuss how to put together a world-class program for DCX and DEX. We’ll talk about emerging technologies, operational excellence, and the most critical KPIs for measuring success. And we’ll share the pitfalls and challenges. This lively and engaging dialogue will spark ideas and insights for all participants.

Joe Kennedy leads PwC Financial Services’ Technology Architecture and Application & Emerging Tech practices. He has more than 27 years of experience leading design, development, delivery and operations of high-performance transactional and information systems in critical FS environments. He possesses expertise in strategic planning, enterprise information integration, enterprise architecture, systems development, agile, disruptive technologies, telecommunications, operations, infrastructure, support and user experience. Joe holds a Bachelors in Computer Science from Clark University and speaks internationally on a range of architectural, integration and disruptive technology topics.

Rob is a Managing Director at UBS serving as Head of Experience Design and Analytics for Wealth Management Americas. In this capacity, he leads a multi-disciplinary team of strategists, service designers, researchers, visual designers, interaction designers, copywriters, experience analysts, conversion specialists and usability experts. He focuses on harmonizing the work of all US Digital UX professionals across design disciplines and aligning the team with engineering, product management, operations and other cross functional partners. He works closely with senior product and technology leaders to deliver intuitive and differentiated user experiences for clients and advisors in Wealth Management Americas.

Fernando is Riverbed’s Global CIO responsible for all aspects of IT, including digital transformation, Cyber/IT security, infrastructure, operations, and business platforms. In addition, Fernando leads the SaaS Business strategy function, partnering with the customer-facing teams on new approaches centered on providing ongoing customer value and delightful experiences. Before joining Riverbed, Fernando worked at JPMorgan Chase in various senior IT roles, most recently as a Managing Director and CTO. Fernando led various IT infrastructure and business Application Development organizations with high-impact roles at a large scale, focusing on digital transformations, increasing efficiencies, and improving productivity and security.

Vibha is an Executive Director at Morgan Stanley, where she leads Self-Service for Wealth Management Platforms & Digital Direct. In this role she works with leaders across the firm to define the strategy for personalized client support, including the development of AI-driven solutions. Prior to Morgan Stanley, she was Head of Operations & Planning for Retail Digital Platforms at Charles Schwab and led digital strategy & transformation for TD Ameritrade. Vibha has deep experience designing and leading growth initiatives in retail brokerage, wealth management, and banking.  Her teams have delivered integrated solutions for client onboarding, securities trading, and personalized service, with a focus on improving client experience and business efficiencies.

Blake Treves is a Managing Director and Head of Digital Product at State Street GlobalLink, where he leads the charge in transforming the digital landscape of multi-asset electronic trading platforms. With over 10 years of experience, Blake is recognized as a key innovator in data interoperability, product strategy, and operational excellence. At GlobalLink, Blake has been instrumental in reimagining product distribution across State Street Global Markets and GlobalLink products, focusing on creating a seamless and enhanced user experience through cutting-edge technology. His leadership has been pivotal in building resilient, commercially-focused teams that thrive in the highly regulated electronic trading space.