NORTH AMERICA'S PREMIER INVITATION-ONLY MEETING FOR CX & CUSTOMER CONTACT LEADERS IN FINANCIAL SERVICES
October 14-15 2025
| Miami Marriott Biscayne Bay, Florida
CX Exchange for BFSI Day 1
8:00 am - 9:30 am
Registration, Breakfast & Morning Coffee
8:30 am - 8:35 am
WELCOME TO THE 12TH CX BFSI USA EXCHANGE EAST!
Welcome information from your event organizers
8:35 am - 8:40 am
Chairperson's Opening Address
Chair's opening remarks and introduction
8:40 am - 9:05 am
CRAFTING MULTIFACETED BUSINESS CASES TO PRIORITISE CX INITIATIVES WITH REAL IMPACT
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
9:05 am - 9:35 am
EMERGING VOICE OF THE CUSTOMER STRATEGIES UNLOCKING NEW OPPORTUNITIES FOR CX SUCCESS
David Whitehead -
VP Claim Customer Support,
The Hartford
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
9:35 am - 10:00 am
FROM SIGNALS TO STRATEGY: BUILDING THE CX FOUNDATION FOR GROWTH
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
Sponsored by: Telesign
10:05 am - 10:35 am One-to-One Business Meetings
10:40 am - 11:10 am One-to-One Business Meetings
10:05 am - 11:10 am THINK TANK: DRIVING CX TRANSFORMATION GAINING C LEVEL BUY IN AND OVERCOMING INTERNAL BARRIERS
Transforming CX within a financial institution
requires more than just a great idea-it demands
strategic buy-in from leadership and alignment
across departments with competing priorities. This
interactive, workshop-style session brings senior
leaders together to explore proven methodologies
for driving CX change and securing executive
support.
- Learn from a real-world case study on how CX leaders identified opportunities for change and secured C-suite approval
- Develop a practical framework to navigate internal resistance and align teams with competing priorities
- Gain insights from industry experts on influencing decision-makers to embed customer-centric strategies
- Engage in collaborative discussions with fellow senior leaders to refine approaches for CX transformation
11:10 am - 11:40 am
PANEL DISCUSSION: BEYOND THE BLACK BOX: INNOVATING WITH AI IN CX - ENHANCING EXPERIENCES WHILE MITIGATING RISKS
Trish Wethman -
Chief Customer Officer,
Best Egg
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.
.
- 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.
11:40 am - 12:10 pm
EVENT PARTNER PRESENTATION: AI POWERED CUSTOMER JOURNEY MAPPING FOR SEAMLESS, CONSISTENT EXPERIENCES: ARE WE THERE YET?
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
Sponsored by: ServiceNow
12:15 pm - 12:45 pm One-to-One Business Meetings
12:50 pm - 1:20 pm One-to-One Business Meetings
12:15 pm - 12:45 pm THINK TANK: DIY OR OUTSOURCE AI: NAVIGATING THE BUILD VS BUY AI DEBATE
With AI adoption an unavoidable certainty in the need to stay competitive and meet nuanced customer demand for personalisation, financial institutions face critical decisions when weighing up where and how AI could be implemented to enhance CX & CS: Build an in-house AI solution or partner with external vendors?
Join leaders to delve into the complex decision-making process to debate scalability, integration, regulatory compliance, and the cost of implementation. Discover how to navigate a market flooded with AI vendors while ensuring robust data protection and governance in an industry where customer trust is paramount.
- Evaluating vendor capabilities versus in-house innovation for scalable AI solutions
- Balancing rapid deployment with stringent regulatory requirements and data protection
- Assessing integration challenges between AI systems and existing information infrastructures
- Managing AI governance and cost implications to maintain competitive edge
12:50 pm - 1:20 pm 📸Professional Headshot Station
Get a professional headshot to elevate your personal brand
and commemorate your time at the event- perfect for your
socials and beyond!
1:20 pm - 2:10 pm
Networking Lunch Break
Sponsored by: Syniverse
2:10 pm - 2:35 pm
EXPERT INTERVIEW: EMPOWERING AGENTS & AUTOMATING DELIGHT: DRIVING DIGITAL CX EXCELLENCE IN FINANCIAL TECHNOLOGY
Tim Ferrio -
Chief Experience Officer,
Team Once Credit Union
Shruti Basavaraj Ahluwalia - Head of CX Strategy, Citi Branded Cards & Unsecured Lending, Citi
Aud Jucaitis - SVP NextGen Enterprise Transformation, KeyBank
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
2:35 pm - 3:05 pm
EVENT PARTNER PRESENTATION: REDUCING CALL VOLUMES & ENHANCING SELF-SERVICE FOR A FRICTIONLESS CS
Tim Ferrio -
Chief Experience Officer,
Team Once Credit Union
Shruti Basavaraj Ahluwalia - Head of CX Strategy, Citi Branded Cards & Unsecured Lending, Citi
Aud Jucaitis - SVP NextGen Enterprise Transformation, KeyBank
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
3:10 pm - 3:40 pm One-to-One Business Meetings
3:45 pm - 4:15 pm One-to-One Business Meetings
3:50 pm - 4:20 pm One-to-One Business Meetings
3:10 pm - 3:40 pm THINK TANK: STRIKING THE BALANCE BETWEEN FRAUD EXPOSURE & CUSTOMER PREFERENCE: WHEN TO USE AI VS. HUMAN INTERACTION IN CX
As AI transforms customer service - powering chatbots, voice assistants, and predictive routing - CX and CS leaders must not only decide where automation adds the most value and where human empathy is essential, but also embed the right guardrails against data breaches and AI enabled fraud. This session will help you strike that balance for both efficiency and trust as we discuss:
Identifying high impact AI use cases versus moments requiring human judgment.
- Measuring where empathy drives better outcomes and deepens loyalty
- Embedding privacy protocols, and fraud detection guardrails
- Strategizing AI investments with ethical guardrails to protect customers and brand
- Join this session to define when to lean on AI, when to bring in the human touch, and how to secure both against emerging risks.
3:45 pm - 4:15 pm “RIDDLE ME THIS” COMPETITION
Jordan Belfort - The Wolf of Wall Street, Jordan BelfortJoin fellow attendees where in teams you’ll solve intricate puzzles and riddles designed to stretch your creative thinking. With prizes at stake, flex your problem-solving skills in teams and prove that thinking outside of the box is the best workout for the brain!
Warm up your lateral thinking skills to prime yourself for a productive and collaborative meeting ahead.
3:50 pm - 4:20 pm THINK TANK: AI-POWERED, HUMAN-LED: THE FUTURE OF CUSTOMER SUCCESS
AI in customer service isn’t just about efficiency-it’s about empowerment. This case study will explore how AI can enhance agent performance, improve customer satisfaction, and create more engaged, high-performing teams. Learn how AI-driven insights can better prepare agents, optimize interactions, and elevate the overall customer experience without the risk of workforce reductions.
- Using AI to enhance, not replace, human-led customer interactions
- Measuring AI’s impact on agent performance and customer satisfaction
- Creating more engaged and empowered service teams through AI-driven insights
- Strategizing AI adoption for long-term CX success
Walk away with a strategic roadmap for AI investment in your contact center-ensuring technology supports your teams and strengthens customer relationships in the year ahead.
4:25 pm - 5:55 pm
Fireside Chat Discussion: Seamless by Design: Crafting a Connected Customer Experience
Jordan Belfort -
The Wolf of Wall Street,
Jordan Belfort
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
5:55 pm - 6:45 pm
"Champagne" FUTURE THINKING ROUNDTABLES | FUTURE-PROOFING CX & CS IN FINANCE: ANTICIPATING CHANGE AMIDST ECONOMIC VOLATILITY
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.
Insurers Roundtable
6:00 pm - 6:45 pm Customer Service Roundtable
6:00 pm - 6:45 pm
Financial Services Roundtable
6:00 pm - 6:45 pm
Bank & Credit Union Roundtable
6:00 pm - 6:45 pm
Insurers Roundtable
