Thomas McDermott

SVP Cross-Channel Strategy
SunTrust

Thomas P. McDermott is Senior Vice President and Retail Omni Channel Executive at SunTrust Bank. In this role, Mr. McDermott is responsible for interpreting client insights and behaviors to provide a consistent client experience across branch, ATM and remote video technology. He is also responsible for branch modernization initiatives including Teller Payments, Sales & Service platform and branch tablet strategy. Partnering with Technology, Geographic Leadership and the Consumer Line of Business, he develops strategic plans that drive capital & technology investments to increase loyalty, reduce cost to serve and improve revenue opportunities. During his tenure, he has also run SunTrust’s Digital channel and Retail Bank sales and support organization.

Mr. McDermott joined SunTrust in November 2009. A 23-year veteran of the financial services industry; he previously spent ten years as Senior Vice President & Division Executive at Washington Mutual Bank. His roles included key leadership positions in the Retail branch network, distribution optimization strategy and Finance. He has also held senior level roles at Chase, Bank of America and Wells Fargo.

Mr. McDermott earned a Bachelor of Science degree in Finance from Richard Stockton State College of New Jersey and is a graduate of Emory University’s Advanced & Graduate Leadership Programs.

Check out the incredible speaker line-up to see who will be joining Thomas.

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Day 2

Wednesday, March 12th, 2014

10:30 OMNI-CHANNEL MEASUREMENT & TRANSFORMATION PANEL: Determining How To Effectively Use Dashboards, KPI’s & What To Measure In An Omni- Channel World

As a brick & mortar financial institution, how do you make the transition into the digital age? Looking outside of financial institutions, those that have failed to change (like Blockbuster), have lost. You must transform how you market, transact, serve, and organize around the new, evolving customer experiences. These changes bring about a new era of agile commerce. Digital leaders will optimize their people, processes, and technology to serve today's empowered, ever-connected customers across a rapidly evolving set of customer touch points.

This session will investigate how to measure this evolving customer experience by investigating:

• Getting to grips with how to measure success around omni-channel by focusing less on locations and more on active account customers
• Sales component
o How is digital coming into view on sales?
o What is the role of digital in sales?
• Discovering how to get your arms around the 6 or 7 baseline digital channels
o Do have a dashboard for that?
o Who is responsible for gathering that data?
o How are you combining data?
• Customer experience
o What is the competitive positioning for eBranches, digital branches vs. traditional bank?
o How have you measured success?
o Finding out how tests have performed for video tellers, tablets, Wifi, Interactive touchscreens & more