Senior Director Experience Strategy and Digital Engagement
Pinnacle Financial Partners
Jennifer has more than 25 years of experience accelerating digital innovation across Product, Marketing, Operations, and IT. As Senior Director of Experience Strategy and Digital Engagement at Pinnacle Financial Partners, she shapes the vision and roadmap for experience-driven strategies and capabilities to help redefine how clients engage with financial services.
Before joining Synovus, Jennifer led digital engagement at Aflac for 12 years, where she advanced new platforms and capabilities that reshaped customer and agent experiences. She also spent 15 years at The Coca-Cola Company in global marketing and communications roles, driving brand-building initiatives across international markets.
Digital wallets are rapidly becoming the primary interface for consumer spending, digital identity, loyalty and emerging real-time and tokenized payment rails. As the financial industry moves into 2026, the acceleration of wallet adoption is no longer a trend at the margins—it’s reshaping the economics, customer relationships, and competitive dynamics of retail and commercial banking. This panel brings together leaders from banking, payments, fintech, and big tech to unpack what’s driving the surge and how banks must respond.
The panel will delve into the drivers behind wallet dominance, the shift from card rails to platform- and real-time-centric payments, how wallets are rewriting the bank-customer relationship, and the strategic implications for banks and the priority to establish wallet-first customer strategies. Bankers will leave with a clear understanding of the forces accelerating digital wallet adoption, the threats and opportunities it creates for banks, and a pragmatic framework for building wallet-ready capabilities and partnerships that strengthen customer engagement rather than weaken it.