Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines.

Prior to joining Greystone, Darryl was Disney’s lead consultant assigned to the Disney Institute/McKinsey & Company co-branded joint venture, specializing in customer experience transformations. He led numerous client engagement teams around the globe including financial services, insurance, healthcare, pharmaceutical, and automotive companies in Europe, the Middle East, Asia, and the United States.

Darryl also spent five years as the Corporate Vice President of Innovation/Customer Insights at New York Life Insurance and also served as a Vice President at BI Worldwide Consulting, where he led a team who specialized in enhancing sales & channel effectiveness, employee engagement, and customer loyalty programs for several Fortune 100 companies. While in this role, the organization was awarded the Malcolm Baldrige National Quality Award.

Darryl holds an MBA from Chapman University’s Argyros School of Business and Economics and has several industry certifications from the Center for Creative Leadership. He is also an accredited deBono Six Thinking Hats parallel thinking facilitator.

Erin Rich is Senior Vice President and head of Client Experience for Wells Fargo Advisors (WFA). The Client Experience team’s mission is to serve as a catalyst for change on behalf of WFA clients.

Based in St. Louis, Missouri, Ms. Rich leads a team of strategy, execution, and insights professionals in St. Louis and Charlotte, North Carolina. She is focused on instilling client experience as a business discipline to drive strategies that will significantly differentiate Wells Fargo Advisors. She is also responsible for developing and leading high priority client experience programs.

Ms. Rich has been with Wells Fargo and predecessor companies for 20 years. She has held leadership roles in Community Banking, Enterprise and Regional Marketing, and Customer Analysis/Customer Research/Targeted Marketing groups.

Her areas of deep expertise include client-focused strategy development, client research and analytics, and leadership and execution of significant strategic initiatives.

Ms. Rich earned her Bachelor of Science degree in Journalism from the University of Colorado and her Master of Business Administration (MBA) from the University of Iowa, with an emphasis on Market Research. She is married with a very spoiled canine kid.

Karen is SVP of User Experience for Emerging Payments, responsible for leading the design of key consumer facing experiences for MasterCard’s broader transition to digital. She is also responsible for leading design of our third party developer tools, to bring MasterCard capabilities to a broader set of commerce and money movement innovations. Karen’s focus is on connecting business strategy with deep user insights to deliver innovative design solutions at global scale. Prior to joining MasterCard, Karen has held leadership roles at PayPal and JPMorgan Chase. She lives and works in New York City

Heidi Munc is a user experience specialist, digital designer and creative problem solver. Over the past 20 years, Heidi has worked as a traditional graphic designer, creative director and digital design director. She now leads a team of 70+ user experience professionals at Nationwide.
As AVP of User Experience, Heidi has assembled and led cross-functional teams that align business goals with user goals and deliver great user experiences. Heidi and her team are accountable for user experience research, strategy and creative for websites and software applications used by consumers, agents, advisors, call center representatives and other internal associates across the Nationwide Enterprise.

In her spare time, Heidi enjoys spending time with her husband and two children. She also enjoys designing/making/building everything from parade floats, to elaborate costumes, to giant stuffed animals.  

Anthony Ginn leads the USA Enterprise Digital Strategy Team for Transamerica, a leading provider of life insurance, savings and retirement and investment solutions, serving millions of customers throughout the United States. The Enterprise Digital Strategy Team drives innovative customer experiences across Social, Search, Site, Content, UX/UI and Creative. Combined this group oversees Transamerica’s USA digital customer experience footprint across websites, devices, apps, social platforms etc. with the express goal of creating compelling, engaging, sharable experiences for customers and consumers. With 15 years of online experience on both the client and agency side, Anthony has lead digital teams at E*TRADE, H&R Block and pure ecommerce companies like eHarmony.

As a National Client Service Manager for Wells Fargo Treasury Management Client Delivery, Heather Magaha oversees Dedicated Client Services for Wholesale clients with treasury products. She manages service sites in Winston Salem, Charlotte, San Francisco, Los Angeles, Minneapolis, and Jacksonville.  Heather’s passion is leading her teams to deliver A+ service to make it easier for customers to achieve financial success.

Previously, Heather managed the National Service Group, servicing clients through 1-800-AT-WELLS. Heather also spent time managing domestic and international sites for Technical Consulting Services and Implementations, and gained sales experience as a Small Business Banker. Heather started her career in the Investment Operations Management Training program and held various analyst and management positions within Trust Operations.   

Heather earned her M.B.A. from Wake Forest University. She completed her B.S. in Business Administration at High Point University with all Presidential Scholar honors.

Harley Manning is a research director in the Customer Experience practice at Forrester, and the coauthor of Outside In: The Power of Putting Your Customers at the Center of Your Business. The book is a comprehensive study of why customer experience is fundamental to the success of every business. It explores the six disciplines companies need to master in order to compete effectively in a world where their customers can leave them more easily than ever.

Harley's research, analysis, and opinions have appeared in The Harvard Business Review, Forbes, The Economist, FT.com, Fast Company, Investor's Business Daily, and Direct Marketing News. He is a regular contributor to the 1to1 media blog. An accomplished speaker, Harley has keynoted major business conferences around the world.

Harley founded Forrester's Customer Experience research coverage when he joined the firm in 1998. For his first report, he created a website review methodology that's now been used to evaluate the online customer experience of more than 1,500 sites for both research and consulting purposes. The methodology forms the basis for a popular series of workshops that have been delivered across the U.S., Europe, and Asia. It has since been extended to cover cross-channel customer interactions that span touchpoints ranging from voice-response systems to mobile apps.

Harley also founded Forrester's annual Customer Experience Forum, the company's largest event. In addition to its original location in New York, the Forum also takes place in Los Angeles and London. Harley hosts and moderates the forum in all three locations and leads speaker recruitment for the event.

Jim Di Ciaula, is Director, Customer Experience, Personal & Small Business Banking at BMO Harris Bank. Jim is a senior leader applying over 25 years of financial services experience to evolving the Bank’s customer experience strategy and supporting discipline.  He is responsible for proactive design and management of the customer experience, in support of the bank’s vision; including establishing Voice of the Customer programs; development of customer insights to inform customer strategies; cultivating customer loyalty, and enhancing the overall delivery of the customer experience.  He is a passionate change agent and visible leader, creating an environment for continued growth and sustained success.

A graduate of DePaul University, Chicago (B.S. Accounting; MBA Finance), Jim began his career at BMO Harris in 1990. He has held a number of leadership positions across the organization including Corporate Audit;  Risk Management; Business Banking; Product Management; Marketing and Customer Strategies; and Acquisition Integration.

Jim has served on numerous community and non-profit boards and committees during his career.  In addition, Jim currently is currently President of the Board for Tri City Family Services, a family-centered mental health and wellness center in the Fox Valley, and a passionate advocate of the not-for-profit community in his home town of St. Charles, including Lazarus House, Living Well Cancer Resource Center and CASA Kane County.  Jim is also an active member of the BAI Retail Delivery Conference Planning Committee and Christ Community Church, St. Charles, Illinois.

Stacey Collins leads BECU’s Experience Design and Implementation team comprised of member experience project management professionals and experience training coaches providing focus, prioritization, execution and accountability for addressing the largest/most impactful experience gaps in an effort to further elevate the value of membership at BECU, the largest Credit Union in Washington State.
Working within the boundaries of a heavily regulated industry, Stacey and her team are responsible for driving an “outside-in” mentality and ensuring all programs to address member experiences are aligned and executed successfully to support the delivery of BECU’s brand promise and strategic initiatives across all contact and delivery channels. This includes engaging employees in the CX process using methodology that supports a virtuous cycle of ideation and innovation - incubation, crowdsourcing, assessment and resolution. This idea-stream platform continues to elevate ideas that result in iterative improvements to the things that matter most to our membership.
Stacey holds a Bachelor of Arts degree in Communications and is a Certified Customer Experience Professional (CCXP) – and is a proud 12th Man of the Seattle Seahawks. 

Parin Kothari is an experienced management consultant who works with macro-level strategic models primarily architecting the building blocks for a business that can withstand and monetize changes in the broader socio-economic environment, especially those related to the maturity of technology. Parin started his career at the Boston Consulting Group in South Asia and more recently was instrumental in establishing the business architecture practice at Wells Fargo Bank’s Internet Services Group. Today, he is at TD Bank’s North American Digital Channels organization driving product management, business architecture and operational maturity. Parin is also active in the community and works on education projects with several not-for-profit organizations across the globe.

Marianne Mike is Vice President of Digital Client Experience at SunTrust Bank.  She is accountable for ensuring that client & teammate insights are leveraged in alignment with business realization objectives for enhanced revenue, improved quality and efficiency, cost reduction, technology delivery and new product development.

Marianne is a financial services veteran with more than 25 years of experience leading strategic initiatives focused on technology innovation in banking.
 
Prior to joining SunTrust, Marianne spent 14 years at PNC, where her last position was Vice President in the eBusiness & Payments Group. She also held channel consultant positions at CoreStates Bank and Mellon Bank.

Janis Avila serves as managing director and client experience manager for the Union Bank Consumer Lending Division and is responsible for the Division’s overall client experience strategy.  She partners closely with the bank’s Retail and Wealth client experience teams to provide impactful client experience initiatives that align with business objectives. 
Utilizing customer and employee feedback to shape programs, Ms. Avila collaborates across the Consumer Lending Division to help ensure efforts are focused on delivering exceptional experiences for the bank’s mortgage customers.  She oversees the team’s customer experience cross functional advisory group comprised of senior level leaders committed to reviewing and participating in decisions impacting customers.
Ms. Avila joined the company in 2008 as an employee relations area manager where she served for six years until being named to her current position.  Previously, she served in corporate Human Resources positions with Univision, MGM Studios, Ericsson Wireless, and A&M Healthcare.  In these roles, Ms. Avila developed and implemented initiatives for talent management and employee engagement, leadership development, and employee relations. 
Active in the community, Ms. Avila serves on the YMCA Peninsula Board and volunteers with Communities In Schools and Junior Achievement.  She holds a bachelor’s degree from San Diego State University in International Business.

As Director, Customer Experience Design & Analytics, Ram heads Customer Analytics and Continuous Process Improvement strategies for Discover’s credit card operations. He is responsible for providing data driven business insights by leading teams focused on Voice of the Customer Analytics, Demand Management, Predictive Analytics and Web Analytics. Before joining Discover in 2013, Ram held several leadership positions in Customer Planning and Strategy at US Airways. Prior to US Airways, Ram worked as a Consultant & Professional Engineer for ESG Engineering for several years in the fields of Computational Engineering Analysis and Lean Six Sigma. Ram holds a B.E. in Mechanical Engineering from University of Delhi, M.S. in Mechanical Engineering from Michigan State University, and, Master of Business Administration from Arizona State University.

Geriel Thornburg May is a Customer Experience leader in the financial services marketplace with over 20 years’ experience leading successful organizational transformations.  Geriel leverages previous results from the energy, telecom, and non-profit sectors to bring creative solutions to Fortune 500 companies.   She has also served as adjunct faculty at the University of North Carolina at Chapel Hill.  Geriel is currently the Director of Customer Experience and Market Segmentation for Genworth US Mortgage Insurance. 

Kathryn (Katy) is currently the Strategy Director for American Family Insurance’s Customer Experience team. An accomplished professional who has spanned across industries and business disciplines, Katy has developed a strong understanding of the customer through a sales, service and marketing lens.  Katy also has experience in care center operations leadership, financial services business development and talent sourcing/management.  Her education includes from a bachelor’s degree from the University of Wisconsin, previously held insurance licenses and a Pathways to Leadership alum. 

Ingrid Lindberg is a serial Customer Experience Officer (CXO). As one of the first CXOs in the country, she has been on the leading edge of customer experience for over 20 years. She’s partnered with, been employed by and consulted with numerous Fortune 500 companies across Finance, Healthcare, Packaged Goods and Retail, working with them to create differentiating customer experience strategies and cultures. She’s the founder and CxO at Chief Customer and helps companies turn customer experience theory into practice – making their customer experience strategies real from CSRs to the C-Suite.  Learn more at www.chiefcustomer.com.

Lindberg was awarded a 2014 Silver Maverick of the Year by the Stevie Awards for Women in Business. She also was awarded a 2014 Gold Stevie for the best new consumer product or service of the year for www.primehelps.com.
In 2013 she was named one of the Global 40 Under 40 in Marketing for her customer experience leadership and impact on the healthcare industry. In 2009, Business Insurance named Ingrid a Woman to Watch. She was awarded a Stevie award for customer communications in 2011 as well as a Gold CRM Award for implementation of her Customer Experience Strategy by Gartner. Her work has been highlighted in an IBM Global Business Services case study called "Don’t yield on customer trust: Navigating the customer experience journey on the rough road ahead.". Lindberg is a well known international public speaker and is heavily quoted by top publications including the Wall Street Journal, New York Times, Atlanta Constitution Journal and Kiplingers.

Report to CEO of Affinity Federal Credit Union, the largest credit union in NJ, with $2 billion in assets, 137,000 members and 17 branches statewide. Promoted into newly created position to optimize relationships with members and generate new business by upgrading member touch points through both F2F and remote channels.

Direct all front-of-the-house activities that affect member relationships, while overseeing operations and business development. Manage team of 175 employees and $23 million annual budget. Develop strategic plans for most effective use of retail locations and staff deployment. Identify high-potential managers and provide mentoring in areas of professional development, networking and organizational navigation. Community relations and political affairs experience.

Karen Myers is the Member Experience Manager for Community Choice, a $671M community credit union headquartered in Farmington Hills, Michigan. Karen has over a decade of experience in the credit union industry with a breadth of expertise in contact center, marketing, organizational communication, product management, project management, and member experience. Community Choice Credit Union is committed to an accelerated growth strategy that has already increased their footprint by 6 locations in the past 24 months. As the organization grows, Karen serves as the chief champion of the member, ensuring an exceptional member experience is delivered across all new and existing channels.
Karen holds a Master of Arts in Organizational Communication and Public Relations as well as a graduate certificate in New Media. She is a member of the Customer Experience Professional Association and has been named a 2015 Top 15 Next Gen Leader by the Credit Union Executive Society.

Peg is a strategic and creative consultant known for building, revitalizing and growing programs for optimal customer experience.  As a results-driven change agent, she has a proven track record of innovation, collaboration and digital/process/operations improvement. 

Until recently, Peg served as the Head of Digital Customer Experience for Farmers Insurance, Specialty Lines.  During her tenure, she supported sales growth of over 400% in 11 years, increasing customer satisfaction while significantly decreasing per transaction support costs in frontline staff.  She served as the visionary and business program manager for the ecommerce project for all casualty products which was the largest system development undertaking in the shortest timeframe in the history of the company. 

Peg pioneered the Net Promoter Score/Voice of the Customer system to measure and improve customer loyalty for the Foremost brand.  Under her leadership, NPS increased 46% in under seven years. Peg also led the research, development and operation of the first digital intelligence ecosystem for the company. 

Peg holds a B.S.  with honors in both Computer Information Systems as well as Business Administration.  She is a Net Promoter Certified Associate and a member of the Inforum Professional Women’s Alliance.

Greg has 12+ years of customer experience design in large organizations. His skill set includes agile design strategy, security & usability, customer research, and user interface design. He leads project teams from uncertainty to clarity by setting direction and balancing customer needs with business goals. He also has an MBA and experience in marketing and product management.

HarmonieTaddeo is the Compliance Manager for Northwest Federal, a 2.8 billion federal creditunion located in Herndon, VA.  With over15 years of credit union experience under her belt, Harmonie is instrumental inbuilding the organization’s compliance culture, processes and structure. Sinceher arrival at Northwest Federal in 2011, the credit union has grown by over75,000 members and 700,000 in assets as well as expanding into new businesslines requiring compliance controls and solutions to meet the demands of agrowing organization which are put in place by Harmonie and her team.

Harmonie carries aBachelor of Social Work and Master of Business Administration with aconcentration in Marketing as well as certificates as a NAFCU CertifiedCompliance Officer (NCCO) and a Certified Regulatory Vendor Program Manager(CRVPM).  She has had the opportunity toserve on NCUA working committees and as an officer of the Capital AreaCompliance Roundtable.

Jason is a creative leader and problem solver with over fifteen years of digital design experience in both agency and enterprise environments. As Director, he leads a team of strategic visual designers involved in all aspects of user experience design to support Nationwide’s twenty-one billion dollar financial product portfolio. This includes partnering with design researchers to translate insights into meaningful criteria and actionable deliverables; designing differentiating interfaces for desktop, responsive web, and mobile applications; prototyping and iterating through user touch points; and collaborating with IT to build and launch successful consumer and financial professional facing products. 

Nishith Krishna has spent over 10 years in acquisition and customer strategy roles in Banking, Payments, Insurance, and Investments businesses.  These experiences have spanned sophisticated marketing-led organizations such as Capital One and Bloomberg to strong community-oriented, relationship-led players such as M&T Bank and Unum. 
Nishith is passionate about helping organizations achieve profitable and sustainable growth that resonates with their base and helping associates achieve their dreams at workplace.  Nishith holds a MBA from Darden Business School, University of Virginia and MS from New York University.

 Sue Yasav is responsible for developing strategic insights through surveys, analytics and academic studies on topics related to the credit card and retail industries. She authors white papers on retail and card trends and provides thought leadership and strategic insights to retail partners.  Sue has 20 years of experience in the credit card industry, encompassing 10 years at Citi Cards as VP in the Finance and Marketing organizations.  In the past 10 years at GE Capital, now Synchrony Financial, Sue has been a Master Black Belt in the Quality organization, a marketing leader for a high-end retail partner in NYC and the leader of Value Proposition Development.

Simon leads business strategy, digital engagement, user experience definition, social strategy, and search. He has over 20 years of consultancy experience spanning communications, advertising, and digital agencies working with clients including AIA, ACE Group, AIG, ALICO, Autodesk, Emirates Airlines, Juniper, LVMH., McAfee, Reebok, Seagate, Southwest Airlines, TD Bank, Ubisoft, ZoneLabs, and WL Gore. Simon has
visited 56 countries and counting, and enjoys “board and wind” sports including
kiteboarding, snowboarding, and paragliding.

Laura Andersen, lead financial services design strategist for Bluespire Marketing, has 15 years of experience in traditional and digital marketing. Her expertise includes both UX and omni-channel experience design and spans agency, non-profit and corporate environments.

Prior to joining Bluespire, Laura worked with financial, retail and government clients to improve customer experience using a service design approach. Laura spent her spare time as a consultant expanding her knowledge and skills in the field of service design through conferences, research and workshops. She’s advocated for the inclusion of design thinking principles in government service development and has partnered with local and state governments to teach and collaborate on service design projects.

Through the inclusion of service design and design thinking tools and methodologies, Laura is committed to helping clients find meaningful improvements through the entirety of their experience. From pre-consideration to reconsideration, her goal is to do so in responsible and sustainable ways.

Stu Siegal is a media professional with over twenty five years of experience in broadcast, corporate, and new media storytelling. Stu has created video content for nearly every major network and studio, including ABC, CBS, Fox, Paramount, Warner Brothers, Discovery, Sony, and The Simpsons and many more.  In the corporate and digital arenas, Stu has created online and rich media programming for clients such as Toll Brothers, Eaton Vance,  BNY/Mellon,  and many other prominent brands. 

As head of VLCreative, Stu leverages his passion for all aspects of the visual storytelling process to help brands create successful online video content strategies in the rapidly evolving online video environment.

Mazen Ghalayini is a director and leads West Monroe's Customer Experience practice in Chicago as well as the firm’s national CRM practice. Mazen has spent the last 15 years focused on enabling the sales, marketing and service functions at his clients to create more effective, profitable and engaged customer experiences.

Kyle Hutchins is the director of Customer Experience at West Monroe Partners based in the Seattle office. He believes a well-executed customer experience strategy is paramount to market differentiation, ultimately leading to higher customer loyalty and profitability. He has spent 15 years advising clients in both a management consulting, and digital agency capacity—applying a strong blend of business and technology acumen to deliver innovative business solutions that create advantage through superior customer experience.

When it comes to the design industry, President Jean-Pierre Lacroix is always one step ahead in the branding and design game. A visionary design thinker, author and speaker, JP maintains an unwavering focus on the latest and emerging trends. Driven to produce measurable results through strategic insights, he is committed to helping brands own the consumers’ “at-purchase moment”.
JP’s past industry involvement as a board member with the Packaging Association of Canada, Design Industry Advisory Committee, Retail Council of Canada, the Canadian Marketing Association, Signs Canada, the Society for Environmental Graphic Design, and the Association of Registered Graphic Designers of Ontario has enabled him to assist clients in identifying the leading packaging, retail and digital trends that affect their branding initiatives.
Since opening the Shikatani Lacroix doors more than 20 years ago, JP has grown this company into one of the most respected and sought after multidisciplinary strategic design agencies in the world. Along the way, he has developed a reputation as a true innovator and first-rate problem-solver, with expertise in providing clients with unique, results-driven solutions for their product and service needs.

Brendan McGuire has worked in the market research and customer experience space for almost 15 years.  Brendan has an MBA from Keller Graduate School and extensive experience in working with leading SaaS firms.  He has been with Clarabridge for 4 years and as a Business Development Director, manages a number of key Clarabridge customers.  Clarabridge is a leading firm in Enterprise Customer Experience Management providing a comprehensive SaaS platform enabling enterprise customers to collect and analyze multiple forms of customer feedback including surveys, call transcriptions, social media, emails, click to chat transcripts, and much more.