Corporate & End-User Perspectives Track

Corporate & End-User Perspectives Track

At the end of the day, it’s all about the customer. Content focuses on their experiences and needs, and the solutions and business practices to help them succeed.


Monday, May 6, 2019

The Persistence of Cash in the Less-Cash Environment

9:30 AM-10:20 AM | Room: Crystal D-F

In this session, attendees gain insight into new Federal Reserve research on consumer use of cash, the implications of changes in consumer behavior for financial institutions and retailers, and the risks associated with a “less-cash,” as opposed to a “cashless,” economy. Panelists describe how their institutions are balancing the need to make strategic investments in cash handling with relentless pressure to minimize business line costs. 

Questions answered by this session:
1. What are the implications of changes in cash use and handling practices at the consumer, retail, and financial institution levels?
2. What are the trade-offs between managing cash costs, investing in more sophisticated handling capabilities, and achieving payment system resiliency?

Shellie Crandall
Senior Vice President, Product Development, G4S

Anthony Gerevics
Managing Director, J.P. Morgan

Kathy Hanna
Senior Director of Enterprise Payments, Kroger Corporation

Shaun O'Brien, Ph.D.
Senior Policy Consultant, Federal Reserve Bank of San Francisco

Moderated by: Amy Burr
Vice President, Federal Reserve System Cash Product Office

The Future of Merchant Payments: Transforming to a Digital-First Approach

9:30 AM-10:20 AM |  Room: Grand 13-14

As digital commerce growth explodes, merchants are rapidly transforming their operating models to enable seamless omnichannel experiences for customers. Getting this right is critical to both retain existing customers and attract new customers – but this is easier said than done. There are a number of levers for merchants to pull, including accepting alternate forms of payments and wallets, and integrating payments and loyalty, among others. Prioritizing which set of actions to take and getting the right strategic support from partners can be challenging.

 This session explores data from Oliver Wyman's Voice of the Merchant Study with enterprise merchants, encompassing topics such as merchants’ views on the future of commerce and the role of payments in driving a superior customer experience.

Questions answered by this session:
1. How do leading enterprise merchants view the future of digital commerce and the role of payments?
2. What are the implications for merchants and merchant services providers on digital payments?

Reed Luhtanen
Senior Director Payments Strategy, Walmart

Rob Mau
Partner, Oliver Wyman

Beth Provenzano
Vice President Public Affairs, Merchant Advisory Group

Payment Assurance in a World of Faster Payments

10:40 AM-11:30 AM |  Room: Crystal A-C

The benefits of faster payments, richer messages, and tokenized identities are clear – improved operational efficiencies and security across A/P, A/R and Treasury, new business models and better customer experiences. Yet one of the critical concerns for corporates is the security and assurance of financial transactions. At this session, attendees learn about some of these emerging solutions focused on better authentication of customer identities and account data at onboarding, verifying account status before processing high risk transactions, and leveraging nonpayment data sets to improve payment assurance.

Questions answered by this session:
1. How do you measure the risk of newly on-boarded customers as it relates to their identity and account data?
2.  Does  payment account belong to the intended payee?

David Barnhardt
Executive Vice President Product, Giact Systems, Inc.

Michelle Dunsmore
Senior Vice President, Citi Treasury and Trade Solutions, Citibank N.A.

How Faster Payments Impact U.S. Consumers

10:40 AM-11:30 AM | Room: Crystal N-Q

The pace in which life happens continues to speed up. We want faster internet speeds, instant downloads and on-demand news. We live in an age of instant gratification. And payments are not an exception. Join experts in the peer-to-peer space, as they discuss the human factor in faster payments. Examining how consumers move money and financial institutions are meeting their needs remains a key consideration for FIs. There is still significant investment to make real-time payments happen – is the end game worth the price? Attend this session to find out from a panel of industry experts with firsthand experience including leaders from Zelle®.

Questions answered by this session:
1. How are corporates using faster money movement solutions to solve consumer pain points?
2. How are the daily lives of consumers impacting the digital payments movement? What's next in this space?

Lou Anne Alexander
Group President, Payments, Early Warning Services

Anuradha Somani
Group Product Manager, Global Treasury Management, U.S. Bank

Moderated by: Troy Hagey
Principal, Financial Services, KPMG LLP

Leaving Paper Payments Behind: Tips from the Corporate Perspective


1:00 PM-1:50 PM |   Room: Corporate Learning Center

With billions of paper checks continuing to be issued in the U.S. each year, corporates are looking for innovative, cost-effective, secure and creative ways to “shred” the number of paper payments within their own organizations. Join speakers for a unique opportunity to hear ideas, hits and misses from two organizations leading efforts in developing a means to reduce the burden of paper in their payables and receivables processes.

Questions answered by this session:
1. Is there an instant cure for the paper blues?
2. How can modernization efforts in the industry assist you in developing a smarter payments initiative in your own organization?

EdaBeth Brown
Assistant Vice President, AT&T

Steven DeLutri
VP/MD & Assistant Treasurer, OneMain Financial

Julie Offen
Vice President, J.P. Morgan

Optimizing Smarter Payments Globally

2:05 PM-2:55 PM  |  Room: Crystal H

Practitioners share how they have optimized global payments in a seamless fashion, utilizing best practice solutions specific to their customer requirements. Leveraging ISO 20022, faster payments, as well as payment smart routing and optimization, the ability to move quickly and decisively to deliver based on demand is imperative in today's environment. Speakers address how leveraging various tools have shifted their objectives to meet and exceed expectations.

Questions answered by this session:
1. How can consolidation of payment formatting via ISO enable more expeditious global payment deployment for the parties involved?
2. What are some best practice solutions that demonstrate how A.I. is playing a greater role in reducing friction for paymen

Rene Pelegero
Chief Operating Officer, RPGC

David Tao
Head of Payments, Gusto

Moderated by: Steven Bernstein
Executive Director, J.P. Morgan

Tuesday, May 7, 2019

How American Greetings Used AI to Move to Electronic Formats

10:45 AM-11:35 AM |  Room: Corporate Learning Center

American Greetings receives more than 66,000 payments per year, with an average of 160 lines per remittance. This huge volume dragged down their systems with slow response time and increased reporting issues. To add to the complexity, their business model offers highly customized pricing and discounting options for customers, creating high probabilities for payment variances. Using technology driven by artificial intelligence, American Greetings has moved more customers to electronic formats and automated their cash application operations to achieve invoice matching in excess of more than 95 percent straight-through processing. Learn from their experiences and share your own in this interactive session.

Questions answered by this session:
1. How can AI quickly and accurately process large volumes of complex invoices with many deductions? 
2. Can invoice matching in excess of 95+ percent straight-through processing?

Lauren Kennedy
Financial Services, American Greetings

The Impact of IVR on Call Center Volumes

2:00 PM-2:55 PM |  Room: Corporate Learning Center

Customer service can make or break a company’s success, so it comes as no surprise that it is an important focus for every growing business. Axia, an independent physician practice, was experiencing issues with the volume of inquiries to its call center. Learn how it implemented an electronic billing and payment system along with an interactive voice response (IVR) service  to redirect calls related to making payments from the call center to the automated system.

Questions answered by this session:
1. What is the value of a multichannel offering to get customers to view and pay bills
2. What has been the positive impact of a quality IVR on call center resources?

Colleen Bell
Revenue Cycle Manager, Axia Women's Health

Kari Rolph
Vice President, Relationship Management, Transactis

Michelle Warfel
Vice President, Treasury Management Sales Officer, TD Bank

Faster Payments for a Faster World

2:00 PM-2:50 PM |  Room: Crystal G

In today’s digital economy, the speed and complexity of doing business is increasing as businesses look for more innovative payment solutions. Faster payments are at the center of this digital revolution and the U.S. market has seen a recent increase in the development of innovative payment products. In this session, speakers discuss the transformative impact immediate payments will have on the future of payments and how it opens the door for innovative business solutions.

Questions answered by this session:
1.  What does Uber consider to be current pain points and the perceived value of immediate payments?
2. What are some lessons learned from real-time payments implementation from the FI perspective?

David Tao
Head of Payments, Gusto

Colleen Taylor, CCM, NASD
EVP, New Payments, Mastercard

Christopher Ward, CCM
EVP, Head of Product Management and Operations, Treasury Management, PNC

Modern Techniques to Digitize A/R & A/P

3:05 PM-3:55 PM  |  Room: Corporate Learning Center

While many organizations struggle to keep pace with digital payment innovation, others are reinventing their customer experience and improving their bottom line by leveraging emerging digital solutions across accounts payables (A/P) and receivables (A/R). In this session, speakers explore the latest emerging trends and innovations, and share firsthand experiences of how one of the world’s largest multinational insurance corporations is enhancing their client experience, managing cyber risk and improving their bottom line by leveraging digital solutions across their organization.

Questions answered by this session:
1. How have some organizations implemented digital tools to improve their AP & AR processes?
2. How can emerging digital trends such as AI and Machine Learning impact your organization?

Tom Lenahan
Assistant Director - Treasury, AIG

Andrew Stache, AAP
Executive Director – Payables & Receivables Digital Channels, J.P. Morgan

Corporate Journey to Real Time

3:05 PM-3:55 PM |  Room: Crystal K-M

For the first time in 40 years, corporates have a huge opportunity to rethink the way they make and receive payments. This opportunity comes across both in terms of shifting from massive amounts of data and in reworking the back office for efficiency. Hear from leaders on how they are using faster payments to transform themselves in an industry embracing the need for payment speed.

Questions answered by this session:
1. How do corporates adapt the business case for Real Time Payments?
2. What are the barriers to the corporate journey?

Jerry Federico
Regional Manager, Jack Henry & Associates

Ed Kelley
Vice President of Financial Institutions, Transcard

Kenneth Tirpack, CPA, CTP
Senior Consultant Treasury, Nationwide

Moderated by: Gene Neyer
Executive Advisor, Payments, Icon Solutions

Corporate Banking Technology Trends

5:10 PM-6:00 PM |  Room: Crystal A-C

According to Oliver Wyman, technology has grown to become 15–20 percent of the wholesale banking cost base. But the $30 billion spent covers all core business functions and support areas, with limited funds left over for other solutions, making understanding the trends affecting corporate banking and  targeted decisions critical. The session highlights 10 trends, grouped into three themes: achieving digital and omnichannel ambitions, exploiting innovation and fintech, and executing legacy and ecosystem transformation.

Questions answered by this session:
1. What trends are most profoundly affecting corporate banking today? 
2. What are the next best actions for financial institutions and their technology partners?

Patricia Hines, CTP
Head of Corporate Banking, Celent

Wednesday, May 8, 2019

Operational Impact of Faster Disbursements

8:00 AM-8:50 AM | Room: Crystal D-F

82 percent of corporates expect faster payments to save them money. But launching a new faster payment type can be a dream or nightmare for your operations team. Using case studies from early movers of sending funds faster to consumers, learn what makes launching faster disbursement options a boon to your operational efficiency. See how to reduce calls, prevent complaints, and save staff time while meeting consumers’ need for speed.

Questions answered by this session:
1. To what extent will there be a merging of payment types and infrastructure?
2. What new business models are on the horizon?

Ty Bennion
Director of Global Sales, North America at Hyperwallet, PayPal

Eric Foust
Sr. Director, Product Management, Early Warning

Keith Gray
Vice President, The Clearing House

Moderated by: Mahala Johnson
Director, Product Management, ACI Worldwide