2021-11-03 08:00:00 2021-11-03 09:00:00 America/Los_Angeles Unify How You Verify Are you ready to analyze how you verify? CMO Council cmoteam@cmocouncil.org

Unify How You Verify
Humanize + Optimize Every Customer + Contact

November 3, 2021
8:00 AM Pacific Time / 11:00 AM Eastern Time
In Partnership with: Daon


Are customers satisfied with the way they are recognized and authenticated across the various channels and interactions they engage with your business? For many companies, the answer is a resounding “NO”.

The proliferation of digital business and new channels of engagement, combined with consumer frustration with tedious and repetitive authentication processes, is creating urgency for modernization and humanization in how we recognize customers and partners. 

What are leading companies and innovators doing to make authentication more seamless, satisfying and secure across all customer channels? What kind of benefits are they experiencing in improved revenue, retention, satisfaction, and regulatory compliance.

Join us for an in-depth look at how companies are utilizing new methods and models of identity verification, including biometrics, to create a singular, unified identity experience that persists across all channels stages of the customer relationship lifecycle.

  • Hear the results of new research and conversations being conducted by the CMO Council and Business Performance Innovation (BPI) Network.
  • Get insights from the latest consumer research into levels of frustration with the current state of authentication and the desire for a simpler, more human verification interface.
  • Gain input on best practices and approaches from senior executives who are leading the change to humanize and optimize how you recognize every customer and contact.


Who should attend

This webinar is extended to executives across marketing, customer support, ecommerce, security, IT and other business functions looking for guidance on how to unify and simplify identity verification and authentication in today’s digital and connected economy.


Conor White

Conor White

President - Americas - Daon

Conor White is part of the core team that founded Daon, joining the company as Chief Technology Officer in 2001 with the goal of designing and delivering trusted experiences that put human beings back at the center of digital transactions. He is an accomplished inventor, with more than 30 patents in the field of human authentication, and has architected some of the world’s highest-performing digital identity systems. He holds a B.Sc. in Computer Applications and an M.Sc. in Computer Science from Cork Institute of Technology. 

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Jairo Orea

Jairo Orea

Global Chief Information Security Officer - Royal Caribbean Group 

In his role, Jairo has global responsibilities for Cyber Security, Regulatory Compliance, Data Protection, Technology Management, Information Risk Innovation, and Cybersecurity Operations. Prior to joining RCG,  he held the role of Global Chief Information Security Officer for Kimberly-Clark, and he has played critical roles for fortune 10 companies such as UnitedHealth Group as Chief Technology Officer; he also held roles as SVP Chief Data Officer at ING Group, and VP Global Chief Information Security Officer at ING Insurance. 

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Shridhar Kotomraju

Shridhar Kotomraju

Global Head of Fraud and Transaction Banking - Goldman Sachs

Shridhar Kotomraju is the global head of fraud, transaction banking, for Goldman Sachs, a leading global financial institution that delivers a broad range of financial services across investment banking, securities, investment management and consumer banking to a large and diversified client base that includes corporations, financial institutions, governments and individuals. Kotomraju has extensive experience across identity access management and authentication, digital payment, deposits/originations and lending, blockchain, big data and predictive analytics, fraud and anti-money laundering compliance.

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Alfredo Rizzo

Alfredo Rizzo

VP of CX Architects - Avtex Solutions

Alfredo has spent the last 20 years building Contact Center solutions to fuel exceptional customer experiences. He has evolved customer interactions from the traditional voice channel to the new digital channels that include web chat, SMS, video, social media, bots and AI. Alfredo’s team has turned their attention to contact center fraud prevention, with an extensive call pattern detection system that is integrated to the top fraud prevention and biometric authentication providers.

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Dave Murray

Dave Murray

EVP Programs - BPI Network

Murray has more than 30 years of diversified communications and marketing experience, including more than 20 years of consulting with technology-driven businesses in the Silicon Valley and around the world. He is currently head of research and the executive vice president of programs and thought leadership for the Business Performance Innovation (BPI) Network. The BPI Network touches 50,000 of the most important influencers of business transformation, re-engineering, innovation and reinvention globally. 

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