Education Summit: Optimizing Customer Experience – SOLD OUT

This event is sold out.

The FCS will stage a full-morning Education Summit on Wednesday, January 31, at the New York Yacht Club, on the theme “Optimizing Customer Experience in Financial Services.” The content of this event will be driven by the research and work of professors at Northwestern University‘s Medill School of Journalism, Media, Integrated Marketing Communications, in partnership with the Financial Marketing Institute (FMI), led by Frank Dudley

As Customer Experience consistently ranks as the top priority and responsibility of most CMOs and their colleagues managing digital marketing, we will be exploring how financial services firms are successfully leveraging data, AI, marketing technology and innovative media platforms to create deeper and more personalized customer engagement.

The Summit will feature new research plus panel discussions with marketing executives from leading financial brands. The FCS will look to stage similar Summits in our regional chapters during the first half of 2024.

Sponsorship packages for this event are available. Please contact FCS CEO Kevin Windorf.


8:00amRegistration & Breakfast
8:30amFinancial Marketing Institute research presentation
Best practices on optimizing the Customer Experience and examples of the top performing companies for 2024, based on the recent output from FMI’s digital experience models and its most current research.
Frank Dudley, President, Financial Marketing Institute, Professor, Northwestern University
9:00amMarketing & Customer Experience Leadership panel
Discussion of how to optimize digital experiences to facilitate a more dynamic approach to customer engagement.
Francesco Lagutaine, Chief Marketing and Communications Officer, M&T Bank
Wendy Wahl, Chief Marketing Officer, Guardian Life
Henry Detering
, Chief Marketing Officer, Neuberger Berman
10:00amLeveraging AI and Predictive Analytics to Optimize Customer Engagement
Review of the latest frameworks that shape strategic thought in the realm of predictive analytics and AI, including real-world examples illustrating how these technologies are supporting customer-centric strategies and setting new standards for innovation and customer engagement.
Vijay Viswanathan, PhD, Professor, Northwestern University
10:30amDigital Marketing & Customer Experience panel
Discussion of strategic priorities for 2024 and exploration of newer, more innovative digital marketing and media tactics, including tools and channels designed to drive more efficient and effective experiences for customers and prospects.
Suzanne Lieb, Head of North America Marketing, Columbia Threadneedle Investments
Catherine Carroll, Head of Digital Marketing, PGIM
Matt Lesle, Global Head of Digital Product, J.P. Morgan Asset Management
  • Start January 31, 2024 08:00 AM EDT
  • End January 31, 2024 10:30 AM EDT


Presenter/Moderator Frank Dudley


Frank Dudley is a professor at Northwestern University (ranked #1 for Marketing in the U.S.) where he teaches courses in Modern Marketing Management, Marketing Strategy, Digital Marketing, Media and Innovation and Influencer Marketing. Frank is also President of the Financial Marketing Institute (FMI), which currently conducts the most comprehensive research on digital marketing and media […]

Panelist Francesco Lagutaine

Chief Marketing & Communications Officer

Francesco Lagutaine is a Senior Executive Vice President and Chief Marketing and Communications Officer with M&T Bank. In this role, Lagutaine leads all aspects of marketing and communications, a vital component of M&T’s customer-centric approach. His teams help the company learn more about its customers, entice them to join M&T and tell the stories that […]

Panelist Wendy Wahl

Chief Marketing & Communications Officer

Wendy Wahl is Chief Marketing & Communications Officer of The Guardian Life Insurance Company of America (Guardian). In this role, she leads colleagues to develop high impact solutions that inspire consumer well-being and drive Guardian’s growth. Wendy brings nearly 30 years of experience across all disciplines of marketing and communications, working in-house and as a […]

Panelist Henry Detering

Chief Marketing Officer

Henry (“Hank”) Detering, CFA, is Managing Director, Chief Marketing Officer, and a member of the Operating Committee at Neuberger Berman.  In this role, Hank leads the firm’s Marketing organization, which comprises Media Relations, Brand Marketing (including Content, Digital Marketing, Multimedia, & Design), Channel Marketing, Product Marketing & RFP. In more than two decades of experience […]

Panelist Suzanne Lieb

Head of North America Marketing

Suzanne Lieb is the Head of North America Marketing for Columbia Threadneedle Investments. In this role, Suzanne leads marketing to financial advisors and institutional investors in the US and heads the segment, product, event, thought leadership, value add, and digital customer experience marketing teams. In 2022, she was recognized as Fund Marketer of the Year […]

Panelist Catherine Carroll

Head of Digital Marketing

Catherine Carroll is PGIM Marketing’s Head of Digital Marketing responsible for leading the global digital marketing strategy, development, and execution in support of the PGIM brand and investors. Catherine is currently focused on modernizing PGIM’s marketing stack including migrating to AEM (Adobe Experience Manager) and personalizing the digital experience for clients through an automated translations […]

Panelist Matt Lesle

Global Head of Digital Product

Matt Lesle, Managing Director, is the Head of Digital Product for J.P. Morgan Asset Management. In his role, Matt is responsible for the development, planning, and execution of a large-scale digital strategy and the development of cross-functional digital assets focusing on growing revenue through next-gen distribution, sales enablement, and automation. Matt joined J.P. Morgan as […]

Presenter Vijay Viswanathan, PhD

Professor & Associate Dean, IMC

Vijay Viswanathan is Lead Analyst, Financial Marketing Institute and Associate Dean of Integrated Marketing Communications at Northwestern University, which he joined in 2010.