Physical banks, ABMs, and online and telephone banking touchpoints make up the majority of how we manage our finances today. Innovations in the mobile space are accelerating and allowing people to order taxis, airline tickets, movie tickets, computers, etc. Alternative payment incumbent Paypal has been dominating the online space, while recent players Apple Pay, Google Wallet, Square have been gaining adoption in retail. With all of these advancements in mobile, it’s surprising to find that only 31%* of Canadians are using mobile banking to manage their day-to-day transactions.
According to the Canadian Bankers Association report July 2015, “23% of Canadians…don’t think they will be carrying cash in 10 years and 54% anticipate no longer using cheques”*.
We are at the perfect moment in our mobile evolution to transition from an old model of value exchange to a more relevant digital experience. One where customers will have more choice, control and personalization. The Financial Service industry is ripe for discovery and innovation. By utilizing service design as a holistic approach, what will the next iteration of banking and financial management be? How will speed, security, and convenience play a role in customer loyalty?
Let’s discuss at #DesignMeets where we’ll hear from people pushing the boundaries of customer experience and service design in the Fintech and Financial Service industry.
Service Design allows organizations to look beyond individual touchpoints to see the culmination of interactions that make an experience. Everything from an in-store experience to a word of mouth recommendation come into play and an organization’s awareness of these interactions can make or break the return on investment.
- Each speaker will have about 5 minutes to present ideas using just 5 images.
- A Q&A panel period will follow the talks.
- Then stay on to mix & mingle over snacks and refreshments.
Join DesignMeets… to hear from industry professionals and design thinkers pushing the boundaries of customer experience and service design in the Financial Service industry.
Vice President, Head of Digital Channels at RBC
Stephen is accountable for delivering a differentiated digital experience for RBC customers. This includes strategy development, execution, delivery and management of RBC’s high growth digital channels including online, mobile and social media.
Vice-President Business Development of SALT Technology, Inc. & Co-Founder of MobileMonday Toronto
Jim Brown is the Vice President, Business Development, responsible for working with Mobile Operators, large enterprise merchants and channel partners. He has over 15 years of progressive experience in both mobile and payments. Prior to joining SALT in 2009, Jim was the Managing Director, Americas, of Silverback Media Corp., a global mobile marketing company with operations in Toronto, Paris, and Montreal.
Jim has worked in management positions at leading telecommunications companies including Rogers Wireless, Bell Canada and Bell Mobility. He was also co-founder and Director of Voice Courier Mobile Inc. (VoCoMo), one of Canada’s leading SMS aggregation companies, purchased by FMG Inc.
In 2005, Jim co-founded MobileMonday Toronto, a global, mobile-industry-focused association fostering the growth of the wireless industry through the sharing of ideas, best practices and trends. MobileMonday Toronto is now the largest mobile networking group in Canada. Jim has a MSc (Telecommunications) from Syracuse University, as well as completing numerous advanced academic and communication industry executive development programs.
Head of FinTech Innovation and Ventures, MaRS Discovery District
Adam Nanjee is the Head of the FinTech cluster at MaRS. Adam brings an extensive background in digital payments and financial technology infrastructure to MaRS, and is actively involved in Toronto’s startup, venture capital and accelerator communities.
Adam joined MaRS from MasterCard Canada, where as vice president of business development in emerging payments, he drove the company’s strategy and partnerships in the digital payment space. Additionally, Adam was a member of MasterCard’s corporate development and competitive intelligence groups where he was responsible for identifying Canadian-based startups within the financial technology vertical for investment and acquisition opportunities. Prior to MasterCard, Adam held the position of Global Head of Social Networking Partnerships at BlackBerry. Spending a majority of his time in Silicon Valley, Adam was responsible for the overall strategic direction and relationship between BlackBerry and various global social networking companies including Facebook, Twitter and LinkedIn. Previously at BlackBerry, Adam led the eCommerce partnerships group, developing partnerships with Amazon, eBay and Visa.
Adam holds an MBA from Wilfrid Laurier University, and holds an honours engineering degree in computer and systems engineering from the University of Guelph.￼￼
Associate Vice President of Digital Sales, TD
As Associate Vice President of Digital Sales for Canadian Banking and Wealth at TD, Valerie leads a team focused on accelerating digital sales. Valerie has been working in financial services for over 20 years. She started working in digital in 1997 with Sun Life Financial where she pioneered the development of transactional sites for the group insurance industry. Valerie’s career has spanned all aspects of digital from product, experience design, delivery and end to end strategy. She joined TD in 2011 leading the development of the TD Insurance Mobile App as well as digital applications for TD Life and Travel Insurance. Valerie’s continued passion for digital has led her to her current role developing strategies to acquire new business and increase share of wallet through TD’s digital capabilities.
COO, Enstream LP
EnStream, a joint venture of Canada’s three largest wireless companies, was created to help build the mobile commerce ecosystem in Canada. As the COO, Almis has established EnStream as the secure credential management hub for Canada, connecting banks and mobile networks to enable payments over NFC smartphones. Five banks and five mobile networks are today connected through EnStream, with more in development.
Prior to EnStream, Almis spent over twenty years at Bell Mobility, serving as Vice President of Corporate Development for over half of his tenure. In this role, he was instrumental in launching new business models in the Canadian wireless industry, including wireless network sharing; Virgin Mobile Canada, the country’s first mobile virtual network operation; and a national wi-fi roaming alliance. During his time at Bell Mobility, Almis was also one of the founders of EnStream, and served on its Board until 2011, when he took on the role of COO.
Head of Technology & Digital Innovation, Visa Canada
With more than 15 years of digital and mobile experience in North America, Europe and the Middle East, Derek Colfer is currently the Head of Technology & Digital Innovation for Visa Canada, focused on mobile innovations like HCE and NFC, core platform technologies and the recently announced Visa Token Service and Apple Pay initiatives. Since joining Visa in 2010, Derek has led several successful mobile initiatives including Canada’s first commercial NFC deployment in 2012.
Chief Design Officer, BitGold
Mike is a multidisciplinary designer and developer and is the Chief Design Officer of BitGold. He was born and raised in London, England, and has over eight years of experience in the industry, working on a wide range of projects from mobile applications to brand design. Mike has had the pleasure of working with stellar clients such as adidas Canada, Stoli Vodka, Notable.ca and many others.