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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’s Driving Financial Behavior in 2025
Consumers provide the majority of revenues for financial services firms in the U.S. This session brings together insights from J.D. Power’s financial services research to uncover what’s fueling satisfaction, frustration, and behavioral shifts among American consumers.
What you'll learn:
- What the latest data reveals about consumer confidence and financial habits
- Where institutions are falling short—and how leaders are stepping up
- The trends and economic forces shaping consumer expectations in the year ahead
Presenters:
Jim Miller | J.D. Power
Jennifer White | 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 Jen White, Senior Director, Banking and Payments 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:
Jennifer White | J.D. Power
Marisa Walster Financial Health Network
Reinventing Mortgage Servicing: Digital Strategies That Deliver
Digital self-service is transforming mortgage servicing—cutting costs, boosting loyalty, and driving repeat business. This session explores early insights from the 2026 Mortgage Servicing Satisfaction Study and how leading servicers are using tech to elevate the borrower experience.
What you'll learn:
- How to optimize self-service for efficiency and satisfaction
- Key takeaways from the 2026 Mortgage Servicing Satisfaction Study and what they mean for your strategy
- Best practices from top-performing brands
Presenters:
Bruce Gehrke | J.D. Power
Lisa Stimac | J.D. Power
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
Presenters:
Scott Killingsworth | 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
Auto Financing in Flux: What Changing Consumer Health Means for Lenders
The auto financing sector is at a crossroads. Customer satisfaction is evolving along with shifting financial health and borrower behaviors. This session unpacks the latest research and trends to equip lenders with insights needed to navigate this changing environment.
What you'll learn:
- How borrowers' financial health impacts payment experiences and satisfaction
- Key shifts in satisfaction scores and what they reveal about consumer priorities
- Emerging stories and trends shaping the auto financing market in 2026
- Practical insights on managing risk and opportunity amid declining financial health
Presenters:
Patrick Roosenberg | J.D. Power
Lisa Stimac | 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
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
J.D. Power’s Chief Digital Officer, Bernardo Rodriguez, discusses 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
Bernardo Rodriguez | 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
Jennifer White | J.D. Power
Harnessing the Power of 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 Abigail Clements, Enterprise Account Executive 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
Empowering Financial Advisors: Strategies for Success
Explore the newest findings from the J.D. Power Financial Advisor Study, highlighting key factors that drive satisfaction and loyalty among advisors and their clients. Understand how evolving expectations are shaping advisor behaviors and how your institution can support this critical channel to enhance client relationships and business growth.
What you'll learn:
- Top drivers of financial advisor satisfaction and loyalty
- How does changing advisor's needs impact the client experience
- Strategies to support advisors in delivering personalized, trusted advice
- Emerging trends and opportunities to strengthen advisor-client engagement
Presenters:
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Mike Foy | J.D. Power
Kapil Vora | J.D. Power
Direct Bank Strategies for Higher Satisfaction and Loyalty
Direct Banking customers report notably higher satisfaction than those at traditional banks without branch use. This session highlights the strategies driving this success including deposit growth, personalized engagement, and focus on affluent clients. Discover what traditional banks can learn to close the gap, reduce silent attrition, and build stronger, long-term customer relationships.
What you’ll learn:
- Key factors behind higher satisfaction among direct bank customers
- Deposit trends that signal opportunities for growth and engagement
- How to identify and prevent silent attrition and strengthen loyalty
- Strategies for attracting and retaining affluent clients
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 | EWS
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
Presenters:
Andrew Defever | J.D. Power
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:
Jennifer White | 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
How Consolidation Will Affect Customer Expectations in Mortgage Originations
Industry consolidation is changing the mortgage landscape, and with it, customer expectations. This session examines how recent moves by major players are influencing what borrowers want from originators, and how forward-thinking lenders can stay ahead.
What you’ll learn:
- What customers expect from mortgage originators in a post-consolidation environment
- Early insights from the 2025 Mortgage Origination Study
- How to differentiate with experience design, speed, and support
- Competitive moves to watch and what they signal for the rest of the market
Presenters:
Bruce Gerhke | J.D. Power
Lisa Stimac | J.D. Power
Digital Excellence: Elevating Customer Experience in Financial Services
This session explores best-in-class digital experiences from across industries, sharing practical takeaways that banks and fintechs can use to modernize customer experiences and stay competitive.
What you’ll learn:
- Cross-industry digital experience trends are setting new standards
- Lessons from top-performing brands on usability, personalization, and service
- Actionable strategies to elevate your institution’s digital CX
- How financial institutions can close the gap and lead in digital innovation
Presenters:
Amit Aggarwal | J.D. Power