Customer Centricity World Series

CX Community Event North America

Sponsored by

North America
0830 - 0930 CT

Balancing Automation, Technology, and the Human Connection

The Speakers

Adam Colclasure

Founding Principle, M4 Communications
Adam is a Financial Services and Fintech leader skilled at digital product development, large-distributed team leadership, risk optimization, and infrastructure. Prior to his most recent role at SoFi, Adam led teams in Digital Acquisition at Citi and Product Management at Texas Capital Bank. Adam started his career in Customer Care and Treasury Services at Armstrong Bank after earning his Bachelors in Computer Science from Northwester Oklahoma State and his MBA from Northeastern – all while serving disaster victims with the American Red Cross.

Bill Wade

CIO, EVP Independent Financial
Bill is an executive with a diverse background skilled at implementing and utilizing cutting-edge technology to drive revenue, reduce inefficiencies, and maximize ROI while being renowned for revitalizing companies. Prior to his most recent role at Independent Financial, Bill led teams at Simmons Bank, American National Bank of Texas, Gold’s Gym, Texas Capital Bank, Carlson Restaurants, Hitachi Consulting, and Arthur Andersen. Bill started his career in law enforcement with the City of Arlington after completing his degree in BBA in Management from the University of Texas at Arlington.

Amy Hockman

VP Digital Experience Patelco Credit Union
Amy is a financial services executive and product management leader continuously selected to turn around and build organizations from the ground up, supporting growth by leveraging intersectional expertise across operations, digital transformation, technology, product, finance, and client services at Patelco Credit Union, Charles Schwab & Co. Inc. and PricewaterhouseCoopers. As a nimble leader, she is comfortable navigating strategic thinking and day-to-day operations, partnering with leadership to develop and execute strategies that grow the business and set cost controls with transparency. She is a respected team builder and collaborator across all stakeholders, obtaining buy-in and improving cross-functional dynamics in times of change and crisis.

Margaret-Anne Heyland

Consultant, evolv Consulting
Margaret-Anne is a Consultant of evolv Consulting and has over 2 decade in the Financial Services Industry. As a passionate CX Leader, she spent 20 + years at USAA and helped evolve and build award-winning experiences for Investments, Retirement and Financial Health. In previous roles she was the CX Officer at American National Bank of TX and Head of Participant Experience at MassMutual. Her passion is understanding needs and expectations of customers and looking for opportunities to improve their experiences by incorporating technology, empathy and understanding emotion at every customer touchpoint.