CX BFSI Exchange - Day 1
7:30 am - 8:15 am
Registration, Breakfast & Morning Coffee
8:15 am - 8:20 am
WELCOME TO THE 13TH CX BFSI USA EXCHANGE EAST!
Welcome information from your event organizers
8:20 am - 8:30 am
Chairperson's Opening Address
Sean Albertson -
Founder & Chief Executive Officer,
CX4ROCKS
Chair's opening remarks and introduction
8:30 am - 8:55 am
Keynote Presentation: Meeting Customers Where They Are….And Where They Need You to Be
Shannon O'Brien -
Managing Director, Head of Design for Small Business, CCB,
JPMorgan Chase & Co
As technology capabilities evolve, and as AI rapidly creates new opportunities to transform customer engagement, financial services have more potential than ever before to solve meaningful, customer challenges in real time. Yet, as demand grows for digital and self-service experiences, there is a real risk of losing the human connection, despite the deeply personal role financial ser-vices plays in customers' lives. In this session, Page Schmucker from Chase will share how understanding what customers truly need, why they need it and how they want to be supported is central to designing digital experiences that build trust, connection and long-term customer relationships.
Shannon O'Brien
Managing Director, Head of Design for Small Business, CCBJPMorgan Chase & Co
8:55 am - 9:25 am
ServiceNow - Event Partner Presentation: Reimagining Customer Experience Across the Entire Financial Services Value Chain
Sarah Scutchfield -
Director, Digital Process Improvement Service Delivery,
Raymond James
David Breakstone - Global Head of Wealth & Asset Management (GTM), ServiceNow
Customer experience in financial services is no longer defined by a single interaction - it's shaped by the entire operating model. From onboarding to servicing, every touchpoint is interconnected, yet many firms still operate in silos, creating friction for clients and employees.
This session explores how leading institutions are shifting to end-to-end engagement models that connect client journeys with workflows, data, and real-time decisioning. By aligning employee and customer experience, firms can reduce inefficiencies, improve transparency, and deliver faster, more consistent service - powered by AI and workflow orchestration.
• Experience is now an operating model and client outcomes depend on how well front, middle and back office workflows are connected.
• Employee experience drives customer experience: Fix internal friction systems, visibility, and manual work to improve client outcomes.
• Agentic AI isn't just automation - it's coordination. It enables real-time decisioning, transparency and proactive service across the entire lifecycle.
Sponsored by: ServiceNow
Every CX investment assumes you can see your customers clearly. Most of the time, you can't.
They haven't logged in. They're moving across channels and devices that your systems don't connect to each other. By the time someone becomes a name in your CRM, everything that happened before that moment is already gone.
That's not a technology gap. It's why AI models trained on incomplete signals guess instead of predict, why agents and reps make decisions with half the picture, and why retention efforts miss the moment they were built to catch.
This session is built around what happens when that gap closes: real situations from banking, insurance, hospitality, and travel, including a churn signal that started working, a fraud case caught by a single behavioral change, and a customer who should have been treated like a VIP and wasn't. No frameworks, no pitch. Just what changed, and what it was worth.
Sponsored by: Celebrus
Chad Provow - Senior WW Specialist, Amazon Connect
11:15 am - 11:45 am
Panel Discussion: Poor Data Quality, Trust in AI Outputs & the People Behind Them
Dona Munsch -
Vice President, CX Platforms & Delivery,
Everpure.
Sean Albertson - Founder & Chief Executive Officer, CX4ROCKS
Ramin Mobasseri - Head of Agentic AI Delivery, Wells Fargo
Justin Sanderson - Chief Transformation Officer, First United Bank
This panel explores the uncomfortable truth: That AI can only be as intelligent as the organization behind it.
Those that succeed are strengthening the data, processes and people that underpin AI, to ensure every insight, recommendation and customer interaction is accurate, compliant and worthy of trust. This will explore how to:
- Create AI-ready data foundations that deliver more accurate insights and greater customer trust.
- Build confidence in every AI decision with transparent models, human oversight and robust validation frameworks.
- Equip your workforce with the skills, governance and accountability needed to turn AI ambition into trusted business outcomes.
11:45 am - 12:15 pm
Gradient Labs - Event Partner Presentation: From Co-Pilot to Auto-Pilot: Real Stories from Banks Running AI Agents in Production
Dimitri Masin -
Chief Executive Officer, Co-Founder,
Gradient Labs
Most banks have now bought an AI co-pilot or a frontline support agent, and most are finding the return stops at around 60% automation. Those tools answer the first message, then hand the dispute, the KYC review, and the complaint back to a human, which is exactly where the cost and upside sit.
The banks and fintechs getting past that point have changed what they ask the AI to do. Rather than assisting a person with a case, the agent runs the whole case from first contact to closed file, working the way the bank already works and pulling in a human expert only where their judgement is genuinely needed.
Drawing on live deployments at Wise, Current, Yonder, Zego and SteadyPay, Dimitri Masin will share what customer operations on auto-pilot look like inside a regulated business today: disputes that took weeks now closing in a day, CSAT above human teams, the controls and auditability that satisfy compliance and risk, and all the learnings along the way.
Sponsored by: Gradient Labs
We know customers don't stand still. Yet while their needs, behaviours and financial priorities are constantly changing, the data used to understand them is often fragmented across teams, systems and business lines. Join this data-driven discussion to tackle what needs to change to expertly execute dynamic segmentation and build a customer view that evolves with the individual. Expect the conversation to cover:
• Data foundations first: What data needs connecting, and how can fragmented customer signals become a meaningful, evolving view?
• How are leaders navigating accessibility, sensitive data, ownership and compliance?
• What does it take to ensure dynamic segments translate into more relevant and timely customer experiences?
Jessica Chiu - Associate Partner, Customer Transformation, IBM
Diana Cabrera - Principal Value Engineer, Data & AI Leader, IBM
As organizations prepare for 2027, the conversation is shifting from building AI to operating AI, and customers are where the difference shows first. Every interaction now tests whether your organization can understand who a customer is, what they need in the moment, and how to act on it right away, whether a person or an AI agent is on the other side. Meeting that bar takes more than powerful models and access to data. It depends on a trusted foundation of real-time context that lets people and AI agents make informed decisions, resolve issues, and work together to deliver experiences customers value. Yet many data environments were built to report on customers after the fact, not to supply the live contextual intelligence needed to personalize, anticipate, and act across every channel.
Join fellow financial services leaders over lunch for a practical session on what comes next in trusted intelligence, contextual decision-making, and agentic customer experience. We'll look at how leading organizations turn data into actionable customer context, connect insight to execution at every touchpoint, and put governance in place so humans and AI agents can serve customers securely, responsibly, and at scale. Enjoy a great meal and come away with ideas you can use and new peer connections as you shape your 2027 strategy for AI, data, and customer experience.
2:35 pm - 3:10 pm
Speed Networking 🤝
🔴An After-Lunch Energizer 🟢
Networking with a Difference - This fast‑paced session is designed to introduce you to fellow senior leaders across financial services, connecting you with both familiar faces and new peers from our decade‑strong CX community. Set the tone for the next two days with focused introductions and shared ambitions around elevating customer experience.
Efficient, energizing and highly interactive - leave with natural conversation starters to carry through to evening drinks and dinner.
3:10 pm - 3:35 pm
Keynote Presentation: Turning Customer Insights into Business Influence
Lloyd Marriott -
Head - Global Client Experience,
JPMorganChase
CX leaders can't afford to sit on the sidelines or be absorbed into backend operations. This session shows how to claim a seat at the decision-making table and lead with the true voice of the customer.
Learn how to:
- Coordinate and amplify client insights across the business, and align CX with employee experience to unlock operational leverage
- Through real-world case studies, explore how the US' largest financial intuition is using phone transcripts and sentiment analysis to turn conversations into actionable intelligence
- Walk away with practical strategies to strengthen influence, connect insights to outcomes, and position CX as a core driver of growth and transformation
3:35 pm - 4:05 pm
Event Partner Presentation | Your Customer's AI Is Coming: Orchestration and Governance for Financial Services
Lanier Pegues -
VP, AI Sales,
NiCE
Consumer AI agents now call contact centers for your customers. They negotiate, make payments and handle service requests. Over time your contact center will serve more machines, not only people.
This shift is already underway. The real question is how the new volume will affect your contact center.
Sponsored by: NICE Cognigy
As digital assets, tokenization, stablecoins and new payment infrastructures move from experimentation to implementation, there's need for financial institutions to reassess where future revenue pools will emerge. This think tank explores how leaders can position their organizations for growth while managing changing customer expectations.
- Discuss where banks can capture value in the digital asset ecosystem in order to capitalize on evolving customer demand and changing payment and investment behaviours.
- Explore how tokenization and blockchain-based infrastructure could impact traditional banking revenue streams, margins and competitive positioning
- Share approaches to building digital asset readiness, including risk management frameworks, technology investments & partnership strategies to successfully operationalize digital asset offerings.
AI is forcing a fundamental reckoning across banking and financial services, and all should be questioning whether totally new operating models are needed – not just optimizing existing.
- Explore the real risks and opportunities of AI in CX, including where organizations may be over- or under-adopting automation
- Examine the human challenge of transformation, what's needed to lead teams through change when reimagining roles may threaten ex-isting structures
- Learn how to move beyond incremental change and question wheth-er processes should be optimized or entirely reimagined
- Engage in candid peer discussions on overcoming fear-driven deci-sion-making and being prepared to lead confident, forward-looking transformation
5:20 pm - 6:10 pm
Champagne Roundtables
For a unique opportunity to engage in challenge-led discussions with senior industry peers, join a roundtable designed to explore the critical topics, emerging trends & strategic questions shaping the future of the industry.
5:20 pm - 6:10 pm
Roundtable 1 - The Next Phase of Self-Service in Financial Services: Agents, Trust & Scale
Chris Emerson -
Enterprise Sales Engineer,
DevRev
5:20 pm - 6:10 pm
Roundtable 2 - One Click Too Many – How to Remove Digital Journey Steps Stalling Seamlessness
Sarah Scutchfield -
Director, Digital Process Improvement Service Delivery,
Raymond James
Customers expect fast, simple & seamless digital experiences. Yet many organizations continue to create friction through unnecessary steps, disconnected journeys and overly complex processes.
This discussion explores how leaders are simplifying digital interactions to improve customer outcomes and business performance.
Join your peers to discuss:
• How organizations are identifying and removing friction points to remove friction and create digital experiences that delight.
• How to balance seamless experiences with security, compliance and operational requirements.
• How journey analytics, customer feedback and technology can be used to simplify digital experiences and drive measurable UX results.
5:20 pm - 6:10 pm
Roundtable 3 - If EX = CX, How Do Employers Creating Cultures That Retain and Perform?
Molly Buchanan -
Senior Vice President, Director, Consumer Delivery Experience,
Bank of Oklahoma
Similarly to customer expectations, employee expectations are evolving faster than many organizations can keep pace with – with employers facing challenges around change fatigue, empathy fatigue and disengagement which impact both workforce performance and customer outcomes. This discussion brings together those in leadership positions to explore the employee experience strategies that are driving measurable improvements in engagement, retention and customer delivery.
- Addressing how employee experience needs are evolving in financial services
- How to create cultures where employees feel recognized, supported and celebrated
- The EX initiatives, metrics and leadership approaches leaders are seeing success in EX & CX outcomes….as well as those they've learnt aren't as helpful.
Molly Buchanan
Senior Vice President, Director, Consumer Delivery ExperienceBank of Oklahoma
5:20 pm - 6:10 pm
Roundtable 4 - Ensuring Data Preparedness for the AI Revolution
Mary Beth LoVerdi -
Head of Experience Insights,
Northern Trust
AI has huge potential…However data could be its downfall. Ensuring security, accessibility and addressing AI's implementation & associated data strategies – this discussion will be geared towards sharing best practices in preparedness for harnessing automation.
5:20 pm - 6:10 pm
Roundtable 5 - How Do We Turn VOC into Real-Time Decision Intelligence?
Nicholas Birkby -
Head of UX Research & Customer Research,
Flex
This roundtable explores how Financial Services can elevate VOC to move from feedback to action at speed. We'll discuss how to scale access to customer knowledge, connect insights to both immediate decisions and long-term strategy, and operationalize VOC across the business.
Attendees will leave with practical approaches to accelerate insight-to-action loops, enable smarter decision-making and ensure customer understanding actively shapes experience and product direction – including leveraging AI tools meaningfully.
