CX Exchange for BFSI Day 1

Welcome information from your event organizers

Chair's opening remarks and introduction

Sean Albertson

Founder & Chief Executive Officer
CX4ROCKS

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As AI adoption accelerates and digital ecosystems become more interconnected, there's a balance to strike across seamless customer experiences with trust, security and resilience. This session explores how organizations can stay ahead of an evolving threat landscape - from data vulnerabilities and implementation risks to securing AI-driven customer interactions and third-party technologies.

• Gain practical insights to be positioned as a trusted voice within the business, helping shape conversations around risk, resilience, governance and secure digital transformation initiatives

• Understand the emerging cyber security risks impacting customer trust, digital experience and data protection in an increasingly AI-enabled landscape

• Explore strengthening defensive security strategies & identifying vulnerabilities, securing partner ecosystems and mitigating implementation risks in adopting new technologies/AI

Casey Marks

Chief Operating Officer
ISC2

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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.

The 'Gold Standard of Service' is fast, accurate and frictionless experiences - resolved the first time, every time. This fireside chat explores how U.S. Bank is operationalizing agentic AI in the contact center and using insights to drive more informed process enhancements - underpinned by strong data governance and intelligent process design. This conversation will explore:

• Uncover a transformation journey into embedding Agentic AI into the contact centre to not only support agents, but capture and activate insights across downstream processes such as claims, disputes and fraud

• Determine where and how automation can power experiences that prioritize first-time resolution, drive efficiency reduce friction

• Establishing robust data governance frameworks to ensure AI is powered by accurate, accessible and well-structured data

Scott Malone

Senior Vice President, AI Strategy & Execution
U.S. Bank

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Steve Max

COO of Transaction Processing & Shared Services
U.S. Bank

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Most AI agents max out at around 60% automation because they're built for L1 work like "I can't log in." In financial services, the real cost and pain of manual effort sits one layer deeper, in long-running processes like disputes, lending, and financial vulnerability. All under strict regulation, with no margin for error.

Drawing on Gradient Labs' production deployments with banks, fintechs and payment companies on both sides of the Atlantic, Dimitri Masin will walk through six learnings for finserv leaders looking to move past the pilot phase and put AI agents to work on the operations that actually move the needle.

🔴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.

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

Lloyd Marriott

Head - Global Client Experience
JPMorganChase

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Financial institutions are facing a convergence of pressures - rising contact volumes, shrinking margins, regulatory complexity, and customers whose expectations have been shaped by the best digital experiences in any industry. In this session, hear how AI agents are moving from pilot projects into core service infrastructure: handling Tier-1 banking, lending, and insurance interactions at scale while keeping human advisors focused on what only humans can do. Through a customer case study with one of the world's largest banks - where outbound AI agents drove an 85% qualified handover rate and went live in three months  - attendees will see a concrete blueprint for AI-first transformation. The session closes with a practical four-step framework for organizations ready to act: start small, prove safety, measure outcomes, and scale with confidence.

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.

While most organizations recognize customer centricity as a critical driver of differentiation & growth, embedding it across the business remains a significant challenge. This session explores how customer-focused leadership, strategic investment and organizational alignment can transform customer experience from a business objective into a measurable growth engine.

• How organizations are staying aligned with evolving customer expectations and positioning customer experience as a driver of growth, retention and competitive advantage across the enterprise.

• As technology continues to advance at pace, how leaders are prioritizing CX investments, building the business case for innovation and demonstrating measurable impact on business outcomes and ROI.

• How leadership are fostering customer-centric cultures at scale, ensuring customer experience is embraced across functions and embedded as a long-term strategic priority.

Nicole Tompkins

Chief Deposit Offier
Achieva Credit Union

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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.

Sarah Scutchfield

Director, Digital Process Improvement Service Delivery
Raymond James

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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 Experience
Bank of Oklahoma

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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.

Mary Beth LoVerdi

Head of Experience Insights
Northern Trust

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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.

Nicholas Birkby

Head of UX Research & Customer Research
Flex

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