Garrett Graham, Head of Client Journey - Consumer at Truist, has been working in CX for 15 years in the financial industry. He is responsible for creating strategies to improve the experience for Truist’s Consumer Banking clients and teammates. He has a robust background in analyzing and understanding client behaviors, translating that data into needs and goals, and developing actionable strategies to improve experiences at large banks. Garrett draws on his previous background running Analytics, VOC and Complaints teams to better understand all aspects of the client journey through data.

Alicia Moore joined Visa 4 years ago after working at Wells Fargo for 32 years. Alicia leads the Visa ATM product team in North America focusing on client success and driving industry change with development of strategy and services for the ATM network. She partners with all stakeholders in the ATM ecosystem and takes a balanced approach to all ATM products and services. She has extensive knowledge and experience in retail banking having led Branch & ATM strategic transformation at Wells Fargo for over 20 years. She utilized human-centered design approach to deliver ATM experiences and transform teller and banker interactions with customers. She also led operational efficiency projects and managed the P&L for the ATM business.

Namrata Yadav heads Bank of America’s external community skill development strategy at Bank of America. In this role, Namrata is responsible for the enterprise strategy and initiatives focused on reskilling our external communities and partners. She also leads the strategy for the Academy’s enterprise initiatives for employees hired from communities and is responsible for creating an external Academy education platform. Previously, Namrata led the Diversity and Inclusion strategy for the bank. In that role, Namrata focused on creating a work environment and culture where all employees had the opportunity to achieve their full potential and contribute to the bank’s success. She also led the underrepresented talent strategy, the global executive development diversity programs, D&I learning and external partnerships for the bank. She worked closely with the Global D&I Council and Business D&I Council leaders to ensure integration and holistic execution of the company’s inclusion priorities.

John San Filippo is the publisher and co-founder of Finopotamus - Fintech News for Hungry CUs. Founded in 2020, Finopotamus is the only online technology publication dedicated exclusively to credit unions. John has more than 35 years of experience in financial technology as a corporate marketer, journalist and independent consultant.