Panel Discussion: Maximize CX Impact in Financial Services with 4 P’s: People, Process, Product, and Preparation

Donna Embry has 50 plus years of experience in the payments industry and currently serves as SVP, Global Payments Strategy for Evolve Bank & Trust. In addition, Embry serves as President of Embry Consulting, LLC. Her prior executive positions include Chief payments Officer for Payment Alliance International (PAI); Executive Vice President, Product and Marketing for Vital Processing (TSYS Acquiring) and Senior Vice President, Electronic Banking for PNC Bank, as well as Chief Operations Officer for PNC’s former division, CFC Financial Services. Embry authored the first ETA publication, The Encyclopedia of Terminology for the Acquiring Industry, and developed/taught the inaugural introduction series of classes for ETA University. She is currently co-chair for the ATMIA US Regional Board, chair of the ETA Professional Development Committee, a member of the Federal Reserve’s Faster Payments Task Force, NAMA education committee, the ATMIA Next Gen ATM Council and Withdraw Cash Wednesday committee, the ETA Mobile Payments Council, and Board Member of the NEAA. In addition, she was a founding member and served on the Board of Directors as Chairman for the former Kentucky-based Quest ATM network. Embry served as the President of the Midwest Acquirers Association (MWAA) in 2013-2014 and served on their Board of Directors from 2008-2012. She currently serves on the Advisory Board for ISO & Agent and is a Regional Board Member for the Make-A-Wish Foundation (Kentucky/Indiana/Ohio).

Barbara Barry joined Nuvision Federal Credit Union in 2016 as the Chief Experience Officer and is accountable for Strategic Planning, Operations, Marketing, Analytics and Mortgage sales. Barbara has a MBA with an emphasis in marketing. She has held senior positions for Adolph Coors, Unocal76, Smart and Final, Jenny Craig, OC Transit Authority and Bally’s Total Fitness. Barbara was the President of largest independent digital agency in California and General Manager for a direct-response advertising agency in LA. Barbara has been on the client and agency side for several business and has owned a marketing consulting company for 10 years consulting with executives and advising them on how to take their company to the next level. One of Barbara’s most enjoyable tenure was her 8 years as a professor at several Southern California University’s Barbara’s passions is her charity work where she has served on the OC YMCA Board of Directors, Helping Hands Charity and donating time at an orphanage located in Baja California.

Shawn Phillips has the know-how to help companies make and keep customers happy. He has improved customer and employee journeys while implementing strategic software solutions at companies like American Eagle, BlueCross/BlueShield, and Roots Canada. He’s skilled at pushing meaningful conversations that get to the heart of a business problem and uncover data-supported solutions that achieve the client’s strategic vision. His experience in internal leadership roles on teams at iconic Minnesota companies like Best Buy and Leeann Chin fuels his keen understanding of how to prioritize resources and strategy to deliver projects on time and within budget.