Ebony Ivey

Director of Content Marketing Digital Onboarding, Inc.

Ebony Ivey is a strategic marketing and content leader with deep expertise across financial services, fintech, and SaaS. Ebony’s career includes a decade of experience with some of the most recognized names in finance, including Synchrony, Discover, and Northwestern Mutual. As Director of Content Marketing at Digital Onboarding, Ebony leads the company’s educational content strategy, including its Masterclass webinar series, executive speaking engagements, and customer enablement initiatives designed to help banks and credit unions turn automation into advocacy. Her work sits at the intersection of thought leadership and customer engagement, positioning the brand as both a trusted partner and an industry voice.

Day 2: From Transactions To Relationships: Elevating CX In A Trust-Driven Era

11:20 AM Fireside Chat: Don’t Forget the Honeymoon! – Creating Loyalty from New Members through Connected Onboarding

First impressions shape lasting relationships—but in today’s omnichannel world, delivering a seamless onboarding experience takes more than a warm welcome. It requires coordination, consistency, and connection across every touchpoint—from digital account openings to in-branch interactions and everything in between. In this dynamic keynote, Michael Mattone of Navigant Credit Union will share how his team is transforming onboarding from a series of disconnected steps into a unified, member-centric journey. Drawing on Navigant’s proven retail experience strategy, Mattone will unpack what it takes to move from transactional engagement to long-term loyalty, especially in an era where members expect instant access, personalized guidance, and authentic human connections whether online, on mobile, or in person. Attendees will walk away with a blueprint for rethinking onboarding as a strategic growth lever—not just a checklist. He will offer practical insights on:

Integrating digital tools with frontline service to align digital and human touchpoints for consistent experiences
Crafting an onboarding journey that spans channels and builds trust from day one
Using data to anticipate customer needs to set the tone for lasting loyalty and increased share of wallet
Aligning departments that interact with customer onboarding to make sure each stakeholder is working toward the same goal

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

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