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October 8 & 9 | Denver
AGENDA
Welcome!
Please visit us at the registration desk on the 5th floor for conference details, refreshments, and a gift.
The Pulse of the U.S. Consumer: What Data Says About Confidence, Habits and Risk
Consumers drive the majority of revenue for U.S. financial services firms, but their confidence, habits, and behaviors are evolving quickly. Drawing on J.D. Power’s latest research, this session examines what’s behind shifting satisfaction levels, spending patterns, and emerging risks that could reshape the industry.
What you'll learn:
- Discover what the latest consumer data reveals about confidence, spending, and financial habits
- Understand why relying on “averages” can mislead decision-making in consumer analysis
- Explore how shifting behaviors and economic trends are creating new risks for financial institutions
Presenters:
Jim Miller | J.D. Power
Lou Farrace | J.D. Power
Financial Health & Advice: Tailoring Strategies Across Socioeconomic Segments
As financial needs evolve rapidly, expectations for advice vary dramatically across socioeconomic segments. Join Mike Foy, Managing Director, Wealth Intelligence at J.D. Power and Marisa Walster, Vice President, Financial Services Solutions at Financial Health Network, as they unpack current J.D. Power and Financial Health Network research revealing how institutions can deliver more personalized, impactful guidance.
What you'll learn:
- How financial health trends differ between affluent and vulnerable consumers
- Why personalization is key to trust and long-term loyalty
- What top firms are doing to meet rising expectations
- How aligning advice with financial health drives satisfaction and growth
Presenters:
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Mike Foy | J.D. Power
Marisa Walster Financial Health Network
State of Panel Survey Health: Ensuring Data Accuracy and Insights
In an era where data-driven decision-making is paramount, the integrity of panel survey data has never been more critical—or more vulnerable. This session will explore the challenges posed by fake respondents, bots, and inattentive participants, and how these issues can distort findings and erode trust. Discover how J.D. Power leverages decades of expertise and rigorous validation processes to ensure the accuracy and reliability of panel data, delivering insights clients can trust.
What you’ll learn:
- How survey design and statistical models ensure data accuracy
- A deeper understanding of J.D. Power's rigorous quality controls and proprietary validation techniques
Presenter:
Andrew Defever | J.D. Power
Meet With An Expert
Book time with one of our many on-site subject matter experts to discuss a topic of your choice. Take advantage of asking specific questions and getting personalized insights on your data needs.
Booking details coming soon.
Elevating Customer Service Excellence: Benchmarking for Impact
Discover how J.D. Power customers are using competitive benchmarking to measure their customer service performance against cross-industry leaders, identify high-impact improvement opportunities, and earn recognition for delivering exceptional service.
What you'll learn:
- A clear understanding of how benchmarking against top performers can drive meaningful service improvements
- Insights into how companies are leveraging J.D. Power’s diagnostics to isolate root causes and prioritize CX investments
- Strategies for using certification and recognition to promote your brand’s customer service excellence
Presenter:
Scott Killingsworth | J.D. Power
Jason Swedo | J.D. Power
Credit vs. Debit vs. BNPL
Join this lively debate-style session to settle the score: Which payment method—credit, debit, or Buy Now, Pay Later (BNPL)—truly wins the consumers' favor? How are evolving preferences reshaping the way people pay and impacting financial institutions?
What you'll learn:
- The key advantages and challenges of credit, debit, and BNPL from the consumer’s viewpoint
- How shifting payment habits influence satisfaction and loyalty
- Demographic and behavioral trends driving payment choices today
- Strategies for adapting product offerings to meet changing consumer needs
Presenters:
John Cabell | J.D. Power
Sean Gelles | J.D. Power
Miles Tullo | J.D. Power
Meet With An Expert
Book time with one of our many on-site subject matter experts to discuss a topic of your choice. Take advantage of asking specific questions and getting personalized insights on your data needs.
Booking details coming soon.
Harnessing the Power of Data Intelligence + AI Cloud Platforms in Financial Services
Cloud-based data platforms are reshaping how financial institutions activate customer insights, improve agility, and drive smarter decisions. In this session, Rich Bongiorno, head of Strategy and Product at J.D. Power moderates a lively discussion with Antoine Amend, Senior Technical Director at Databricks, and Mark Weaver, head of Cloud Alliances at Cotality, to discuss how leading firms are building modern data infrastructure to power the next generation of customer experience and growth.
What you’ll learn:
- Key considerations when modernizing legacy systems for cloud adoption
- How analysts can leverage unified data platforms for deeper, faster insights
- What’s next for scalable, AI-ready data strategies in banking
Presenters:
Rich Bongiorno | J.D. Power
Antoine Amend | Databricks
Mark Weaver | Cotality
Join Us!
Enjoy a casual evening of great food, conversation, and billiards at Denver’s historic Wynkoop Brewing Company.
Join Us!
Start your day with breakfast provided onsite and the opportunity to network with fellow attendees before sessions begin.
AI and the Future of Customer Experience
Listen in on how AI is reshaping customer expectations and what financial institutions must do now to stay ahead.
What you'll learn:
- Real-world AI use cases delivering measurable CX impact across financial services
- How top institutions are using AI to personalize, predict, and streamline
- Insights from J.D. Power on what’s working today—and what’s coming next
- Key trends to watch as AI capabilities evolve and reshape the competitive landscape
Presenters:
Jim Miller | J.D. Power
James Davies | J.D. Power
Retail Banking Top Trends: Insights for the Future
Join our expert panel as we celebrate 20 years of the J.D. Power Retail Banking Satisfaction Study and explore the top trends that will shape the future of retail banking. Gain valuable insights and strategies to stay ahead in the evolving financial landscape.
Presenters:
Dann Allen | J.D. Power
Paul McAdam | J.D. Power
Jim Miller | J.D. Power
Understanding Customer Churn: Who's Winning and Losing
Opening an account is easier than ever in financial services. Are your account opening and retention results competitive? This session examines results from J.D. Power's newest dataset—Churn Data & Analytics. Be among the first to see findings and learn who customers are opening accounts with, why they select the providers they do, and what drives higher retention.
What you'll learn:
- Competitive benchmarks for account openings and closings in banking, payments, wealth, and lending
- Drivers of new account openings, account switching, and brand selection
- Practical ways to reduce customer churn—including "silent" churn
- Strategies for integrating churn analytics into your CX and marketing efforts
Presenters:
Rich Bongiorno | J.D. Power
Miles Tullo | J.D. Power
Meet With An Expert
Book time with one of our many on-site subject matter experts to discuss a topic of your choice. Take advantage of asking specific questions and getting personalized insights on your data needs.
Booking details coming soon.
Regaining Emotional Advantage: Competing with Digital-Only Brands
Customers of many digital-only banking providers report modest satisfaction with the customer experience but high levels of personalization and emotional connection with the brand. Why is this? Through case studies of Chime, SoFi and Robinhood, discover what incumbent brands can learn to regain the emotional advantage versus digital-only providers, reduce silent attrition, and build stronger, longer-lasting customer relationships.
What you’ll learn:
- Why strong emotional bonds make customers more tolerant of occasional service issues
- Financial empowerment, values-based marketing, brand storytelling, gamification, and other tactics used by digital-only brands
- Strategies for embedding emotional connection into banking and investing customer journeys and communication
- Applying these concepts to attract and retain both financially challenged and more-affluent customers
Presenters:
Mike Foy | J.D. Power
Paul McAdam | J.D. Power
Make Some Noise: The Case for Marketing P2P in Banking
Explore what’s fueling the momentum behind P2P payments and how financial institutions can lead the charge. Join experts from J.D. Power and Zelle as they unpack the latest trends, consumer insights, and strategic opportunities in the P2P space.
What you’ll learn:
- Why the P2P experience banks provide is critical to customer satisfaction and loyalty
- The Top 10 reasons to actively promote P2P usage
- Proven tactics to drive adoption, engagement, and trust
- Insights into fraud prevention, demographic trends, and financial inclusion
- A look ahead at innovations shaping the future of P2P
Presenters:
Sean Gelles | J.D. Power
Jason Goldberg | Early Warning Services
Meet With An Expert
Book time with one of our many on-site subject matter experts to discuss a topic of your choice. Take advantage of asking specific questions and getting personalized insights on your data needs.
Booking details coming soon.
Lunch Break
Join us for a provided lunch onsite, offering a convenient break to relax, recharge, and connect with fellow attendees.
Financial Account Protection: Strengthening Relationships Through Security
As financial risks evolve, protecting customer accounts is essential, but it’s also an opportunity to strengthen relationships. This session reveals how banks can go beyond security by empowering customers to take control, increasing recall through clear and actionable communication, and making protection an integral part of the customer experience. Learn how these efforts create confident customers who feel genuinely supported.
What you’ll learn:
- Practical ways to help customers actively protect their accounts
- Ways to increase brand recall through meaningful, proactive engagement
- Turning security measures into opportunities to be a trusted financial partner
Presenters:
Amit Aggarwal | J.D. Power
Investor Satisfaction: Meeting the Needs of Affluent and High Net Worth Clients
In a turbulent market, affluent and high-net-worth investors are re-evaluating what they need and expect from their financial providers. While digital platforms provide convenience, the real differentiator is the ability to deliver personalized, human advice at scale. This session explores the latest J.D. Power investor satisfaction findings to help firms strengthen client loyalty, drive operational efficiency, and remain the primary financial partner of choice.
What you’ll learn:
- How affluent and HNW investor expectations are evolving
- Strategies to deliver scalable, high-impact advice using digital wealth tools
- Key drivers that influence whether a client stays with or leaves their primary firm
- Tactics to blend technology and human insight to build long-term loyalty and trust
Presenters:
Mike Foy | J.D. Power
Kapil Vora | J.D. Power
Meet With An Expert
Book time with one of our many on-site subject matter experts to discuss a topic of your choice. Take advantage of asking specific questions and getting personalized insights on your data needs.
Booking details coming soon.
Virtual Assistants and YOU
The most immediate way that most of us interact with AI is through virtual assistants, from Siri to ChatGPT to specialized VAs on apps and websites. This session dives into the current landscape of virtual assistants in banking and beyond. And along the way, we'll probably talk about completely unrelated AI stuff because that's also fun.
What you’ll learn:
• How consumers are using AI right now
• Considerations for deploying a usable, intuitive virtual assistants
• Real-world examples of virtual assistants done right
Presenters:
Amit Aggarwal | J.D. Power