Welcome information from your event organizers

Chair's opening remarks and introduction

Jason Wang

previously, Chief Risk Officer
Allstate Canada

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Justifying investment in client experience initiatives requires more than strong

sentiment - it demands a strategic, data-backed business case. This session explores

how to build multifaceted CX cases that resonate with decision-makers, showing clear

ROI and cross-functional impact across financial services organizations.

• Development and practical application of a business case framework which aligns CX
• with broader business & cross-functional priorities
• Reframing the thinking of those who internally govern change through articulation of
• how CX-led initiatives are strategic enablers of business-wide value
• Quantifying upstream and downstream benefits beyond traditional metrics

Jeff Lojko

Senior Vice President, Client Experience Transformation
Bank Of America

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Is the weight of legacy technologies holding your financial institution back in time?

In the ever-evolving financial services landscape, the burden of disconnected people, processes, and technologies hinders the delivery of frictionless customer service.

Join ServiceNow’s financial services experts to discover how you can transform IT success into AI-driven customer service victories across onboarding, servicing, disputes and more.

Angie Campos

Head of Financial Service, GTM
ServiceNow

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Ramon Neal

Senior Executive Enterprise Architect
ServiceNow

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As financial organizations scale and transform, delivering personalized customer

experiences requires more than ambition - it demands infrastructure. This session

explores how M&T Bank is laying the groundwork for sustainable growth by investing in

the fundamentals: standing up listening posts, strengthening data infrastructure, and

aligning insights with business strategy. This case-study session will explore:

• How to stand up effective listening posts that capture real-time, actionable customer signals
• The role of clean, connected data in enabling teams to influence business outcomes
• Frameworks that link sentiment, service quality, and impact in a way that earn executive trust

Brian Nourie

Executive Vice President, Chief Growth Officer
M&T Bank

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As financial institutions increasingly turn to AI to drive customer experience innovation, CX and CS leaders must balance the transformative potential of these technologies with a deep awareness of inherent risks. This session examines how to push the boundaries of AI innovation while establishing critical guardrails to ensure fairness, transparency, and ethical governance.

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• Identifying and understanding the points where bias can enter AI-driven customer interactions
• Implementing strategies for auditing and mitigating bias to maintain customer trust
• Balancing rapid innovation with robust AI governance to safeguard ethical standards –
• Working with internal teams to support innovation alongside governance
• Establishing regulatory-aligned frameworks for transparent AI decision-making
• Creating AI-powered experiences that enhance customer relationships without compromising integrity

Join us to gain actionable insights on building an agile, forward-thinking CX strategy that leverages the best of AI - while ensuring your innovation is anchored by clear guardrails and sustainable risk management.

Steve Hind

Co-Founder
Lorikeet

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Steve Hind

Co-Founder
Lorikeet

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Jason Wang

previously, Chief Risk Officer
Allstate Canada

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Elizabeth O’Connor

Senior Vice President, Operations
Self Financial

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Bankers and CU leaders are working through a period of uncertainty, but the need to improve CX and EX remains constant. In this session we will talk about low-risk ways to utilize new Gen AI tools paired with your customer interactions to create actionable tactics and drive business outcomes. Customer data is indeed the new oil, and it will power an engine of improved sentiment analysis, better coaching for your associates and agents, and improved cross-sell. Learn how other financial services firms are navigating through this turbulent time.

In financial services, whether serving consumers or clients, customer journeys often span multiple departments - from onboarding and transactions to service and relationship management. But how do organizations craft interactions that feel connected and intentional, rather than fragmented (a hint: leverage internal design talent)?

This discussion shares practical examples that explore how to collaborate across functions and deliver a unified customer experience across both B2B and B2C segments.

• Identifying high-impact touchpoints across customer types

• Strategies to integrate data, design, technology, and workflows across teams

• Designing seamless journeys that enhance satisfaction, trust, and long-term value

Isabel Garcia

Chief Marketing Officer
Bradesco Bank

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Todd Keith

Executive Vice President, Head of Regions Design
Regions

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Alex Misiaszek

Senior Vice President, Experience Design Director, Emerging Experiences
Truist

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In a world where customer experience is touted as a key to growth, most organizations are still measuring the wrong things... and paying the price. Satisfaction, Net Promoter Scores, and Customer Effort Scores may make intuitive sense, but they rarely correlate directly with the metrics that matter most: wallet share, market growth, and profitability.

In this session, Luke Williams - Chief Customer Experience & Research Officer at Press Ganey Forsta - breaks down the flawed assumptions behind today’s most popular CX metrics. Drawing on groundbreaking research from the Wallet Allocation Rule, Luke reveals why it’s not how much customers love you that predicts their behavior.

Using real-world examples, this talk uncovers the math behind market-winning CX strategies and offers a practical roadmap for leaders who want to shift from measuring sentiment to driving real outcomes.

Luke Williams

Executive Vice President, Cross-Industry Consulting
Press Ganey Forsta

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-  Understand how to introduce AI in a way that aligns with all bank sizes, structures and CX maturity

- Explore how AI can unify physical and digital touchpoints to deliver seamless and personalized omnichannel experiences.

- Learn practical ways to measure the impact and ROI of AI investments, whether you're at the crawl, walk or run stage of implementation

Vamsi Rao

Global Head of Client Experience Transformation
JP Morgan & Chase

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With evolving customer expectations, increasing economic volatility, and rapid technological advancements, predicting the future of CX has never been more challenging-or more critical in financial services.

These interactive roundtables will explore strategies for staying ahead of the curve, balancing short-term adaptations with long-term transformation:

• What are the next key trends going to be which are set to shape CX in financial services over the next 5 years?
• How can CX & CS prepare for market volatility and shifting customer behaviours?
• Building agility into CX strategies to respond to evolving demands

Join this discussion to gain actionable insights on future-proofing your CX strategy.