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Hearsay Summit 2019: The Digital Impact of Advisors & Agents on Transforming the Client Experience

April 30, 2019

As the 7th Annual Hearsay Summit (#HearsaySummit) kicks off, I’m excited to spend the next 2 days with 150 of our top customers, leaders in financial services. Today we are launching our certification program followed by role-based roundtable sessions to discuss best practices, lessons learned and industry trends in Marketing, Sales/Distribution, Compliance and IT.

Today’s conversations will continue on stage tomorrow where I’ll discuss how the digital experience is defining the client experience. 97% of adults have their mobile phones with them at all times. Two trillion text messages were sent last year in the U.S. alone. And how many people do you know who have actually listened to those who suggest we’d all be better off deleting our social media profiles?

Where consumers go, business goes, and the world of finance and insurance is no different. For a few years there, investment in robo exploded and upstarts like RobinHood in wealth or Lemonade in insurance were born. Cries of digital displacing advisors and agents were everywhere. I never for a minute believed it.

Think about your dad, your mom, your brother – people in your life who don’t understand investing – or how much coverage they need for insurance. My guess is there are plenty of people like that. TurboTax bet on that this year too when they promoted talking to an accountant by video while doing taxes as their #1 feature of the year. They have a digital solution that they married with a human advisor to transform the client experience.

Register to watch the Day 2 (May 1) livestream

For those who will not be able to join us live, I encourage you to attend Day 2 virtually. Listen in to the ever-popular main stage inspirational TED-style talks, fireside chats, and dynamic panels featuring exceptional leaders from financial services and Silicon Valley.

Finally, stay tuned to hear how our latest announcements will transform the agents and advisor experience to enhance sales, increase satisfaction and avoid unnecessary customer churn.

The agenda for Day 2 is as follows:


9:00 AM Welcome Remarks

Chris Andrews, COO, Hearsay Systems

9:10 AM Transforming the Client Experience: The Digital Impact on Advisors and Agents

Clara Shih, CEO and Founder, Hearsay Systems

9:45 AM Separating Hype From Reality – How Wells Fargo Advisors Responds to Industry Trends

Joe Nadreau, Head of Independent Brokerage & Platform Services, Wells Fargo Advisors

10:05 AM Marketing and Sales Alignment Matters – Here’s Why

Kathryn Ferrero, Chief Marketing Officer, AXA US
David Karr, Chairman & Chief Distribution Officer, AXA
Moderated by: Ty Heath, Global Lead, Market Development for Marketing Solutions Group, LinkedIn

10:30 AM Programming Break
10:50 AM Introducing Agent Actions

Telisa Yancy, CMO, Amerian Family Insurance
Eugene Lee, VP Insurance Solutions, Hearsay Systems
Clara Shih, CEO and Founder, Hearsay Systems

11:10 AM CIO Approach to Building an Innovation Ecosystem

Vijay Sankaran, Chief Information Officer, TD Ameritrade
Sunaya Tuteja, Head of Strategic Partnerships & Emerging Technologies, TD Ameritrade
Moderated by: Donna Prlich, Chief Business Officer, Hearsay Systems

11:30 AM How Content is Transforming the Next Wave of the Customer Journey

Owen Donley, Chief Counsel, Office of Investor Education and Advocacy, SEC

11:50 AM FinServ Past, Present and Future: How Thrivent Financial is responding to the Evolving Tech Landscape

Paul Johnston, General Counsel, Thrivent
Nichole Schluender, Vice President Integrated Marketing, Thrivent
Moderated by: Elizabeth Casey, Vice President, Product Management, Hearsay Systems

12:10 PM Programming Break for Lunch
1:05 PM The Tale of Data Science

Ella Hilal, Director of Data at Shopify; Data Scientist, IoT Strategist, Women in Tech Evangelist

1:30 PM The Modern Advisor: Turning Mobile Phones into Traveling Offices, Part I

Neal Maglaque, President, Advice & Wealth Management Business Development and COO, Ameriprise
Rohit Mahna, SVP & General Manager, Financial Services, Salesforce
Chris Andrew, COO, Hearsay Systems
Moderated by: Clara Shih, CEO and Founder, Hearsay Systems

1:55 PM The Modern Advisor: Turning Mobile Phones into Traveling Offices, Part II

Alpesh Patel, Vice President, Enterprise Strategic Industries, DocuSign

2:10 PM Lessons from the Field: Sharing Social Strategies for Client Engagement Success

Erik Jepson, Managing Director, Head of Digital Marketing, Morgan Stanley
Emery Skolfield, General Partner, Edward Jones
Roger Tye, Vice President, Digital and User Experience, Allstate
Moderated by: Nikhil Lele, Principal, Financial Services, Ernst & Young

2:40 PM Hearsay Innovator Awards
2:55 PM Thank You & Wrap Up


For more information on our event, please visit

Don’t forget to register for the livestream and participate in the conversation on Wednesday, May 1, when we take to the main stage! You can:

Watch the livestream, which begins at 9 a.m. PT, May 1
Follow #HearsaySummit, @HearsaySystems, and me (@ClaraShih) on Twitter
Subscribe to the Hearsay blog to read my event takeaways after the show!

Clara Shih

CEO, Founder

A pioneer in the social media industry, Clara developed the first social business application in 2007. Her latest book, The Social Business Imperative, is a Wall Street Journal-featured bestseller. She is a member of the Starbucks board of directors.

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