Welcome information from your event organizers

Chair's opening remarks and introduction

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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As CX strategies evolve, organizations are shifting towards deeper behavioural

data analysis. While customer feedback remains valuable, financial institutions are

increasingly relying on passive listening- tracking customer actions rather than just

their words. This session explores the future of VoC and how to harness it to strengthen

customer relationships.

• Moving from case-centric to customer-centric CX strategies through VoC insights
• Understanding the shift from surveys to behavioural data in measuring customer sentiment
• Balancing active and passive listening to create a more holistic customer view
• Exploring emerging trends in VoC and what will shape the future standard

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.

Alex Misiaszek

Senior Vice President, Experience Design Director, Emerging Experiences
Truist

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Josh Eaker

Head of Digital & UX
Mass Mutual

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AI is transforming financial institutions by enabling faster, more effective customer journey mapping across all channels-even when legacy systems are involved. By connecting disparate data sources, organizations can achieve a holistic view of the customer, ensuring consistency and exceptional experiences. This session explores how AI-driven insights can streamline operations and deliver transformative value for both customers and businesses.

• Leveraging AI to quickly map customer journeys and ensure consistent experiences
• Integrating legacy systems with modern data analytics for a holistic view
• Enhancing omnichannel engagement to meet evolving customer expectations

This session explores the creation of experiences that are both efficient and emotionally resonant by empowering outsourced agents, leveraging smart automation, and designing journeys that drive satisfaction at scale. From gamification to education, discover how aligning agent enablement with tech-led transformation can deliver better outcomes for both customers and outsourced teams.

• Balancing efficiency and emotional connection through digital automated technology
• Empowering outsourced agents through tools, training and gamification to drive happier outcomes, foster loyalty and drive satisfaction at scale
• Creating the conditions for happier agents and happier customers through smarter operations and digital experiences

Ashwin Rajendra

Head of Digital Experience
CHIME

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High call volumes often indicate inefficiencies in the customer journey. This session will explore how financial institutions can reduce inbound calls by identifying their root causes and strategically enhancing self-service options. Learn how to empower customers with seamless digital solutions while ensuring customer service teams are focused where human support is most valuable.

• Understanding the key drivers behind inbound call volumes
• Distinguishing between necessary and unnecessary customer contacts
• Implementing AI and automation to enhance self-service capabilities
• Identifying and fixing friction points that lead to preventable calls
• Creating a strategy that balances efficiency with personalized support

In financial services, customers interact with multiple departments-from onboarding and transactions to issue resolution and beyond. But how do organisations ensure these interactions feel effortless, rather than fragmented? This panel brings together key stakeholders across CX, customer service, marketing, digital, operations, and transformation to discuss strategies for collaboration, innovation, and customer-centricity.

• Mapping the key touchpoints where CX & CS have the most influence
• Strategies to integrate data, technology, and processes across teams
• Ensuring a frictionless journey that strengthens customer relationships

Isabel Garcia

Chief Marketing Officer
Bradesco Bank

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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.