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 2

8:00 am - 8:30 am Registration, Breakfast & Morning Coffee

8:30 am - 8:35 am Chairperson's Opening Address

8:35 am - 8:55 am YOUR HIDDEN SUPERPOWER: THE MIND’S RESILIENCE

We’re living in a time of unprecedented change, especially in the financial world. Disruption is the new normal. Customer expectations are soaring, and the demands on us, as leaders, are constant. We’re called to be agile, inspiring, empathetic, patient, strategic...all while juggling the usual demands of our day-to-day. As leaders, we face disruption all the time. But what happens when the disruption isn’t just external, professional, or market-driven, but something deeply, profoundly personal? Something that makes us physically incapable of delivering on our promise or fulfilling our responsibilities?


All of us-- both existing leaders or aspiring-- are wired for purpose and potential. And science has proven this in various ways over the years: our minds are a hidden superpower. This isn’t just theory; it’s grounded in the very fabric of our being. Many historical and cultural texts speak of the transformative power of inner renewal, of shaping our thoughts and perspectives. Neuroscience shows us the intricacies of our brains-- with the incredible ability to rewire, adapt, and grow, even in the face of immense challenge. This isn’t just about wishful thinking; it’s about doing intentional, purpose-driven, brain-changing work.


How do we lead with authenticity when we’re facing our own battles? How do we balance strategic clarity and delivering on results when the ground beneath us is uncertain or shifting by the hour? It all starts and ends with your mind--that hidden superpower that we all possess. This isn’t just about surviving; it’s about reshaping your internal roadmap. It’s about recognizing that our greatest challenges, when approached with an intentional mindset and a commitment to personal growth, can truly become our greatest strengths.

8:55 am - 9:25 am GUEST PRESENTATION TO BE ANNOUNCED: THE SCIENCE OF CX: HOW NEUROSCIENCE & NEUROMARKETING ARE REDEFINING CUSTOMER EXPERIENCE

Understanding customer behaviour has always been at the heart of CX strategy, but what if we could go beyond surveys and sentiment analysis to truly decode decisionmaking? Advances in neuroscience and neuromarketing are offering financial institutions new ways to optimise customer interactions, influence perceptions, and build stronger emotional connections. This session explores how cutting-edge brain science is being applied to CX, from refining digital experiences to enhancing trust and loyalty in financial services. How can leaders leverage these insights to create experiences that are not just seamless, but psychologically compelling?

9:25 am - 9:55 am EVENT PARTNER SESSION: FROM REACTIVE TO PROACTIVE: RETHINKING CUSTOMER CONTACT FOR REAL INSIGHTS

Traditional customer feedback strategies often rely on passive surveys and retrospective data, but what if financial institutions flipped the script?


By proactively engaging customers and directly asking where their biggest pain points lie, organizations can uncover untapped opportunities for CX transformation.


However, this shift brings challenges-how do you frame questions to encourage honest, actionable feedback without damaging response rates? This session explores bold new approaches to customer contact, balancing risk with reward to drive deeper engagement, more meaningful insights, and game-changing CX improvements.

9:55 am - 10:25 am EVENT PARTNER SESSION: MAPPING THE MOMENTS THAT MATTER – PRIORITISING CUSTOMER JOURNEYS FOR IMPACT

With vast amounts of customer interactions happening across branches, call centers, and digital channels, how do financial services leaders prioritize the journeys that truly drive loyalty, trust, and revenue? This session delves into strategies for identifying and optimizing high-value touchpoints while reducing friction in costly, low-sentiment interactions.


  • Overcoming incomplete datasets to create a clear view of the customer journey
  • Identifying the customer moments with the highest emotional and financial impact
  • Using quantification methodologies to align journey improvements with measurable business outcomes
  • Leveraging analytics to enhance experiences across call centers, branches, and digital
  • touchpoints

10:30 am - 11:00 am One-to-One Business Meetings

11:05 am - 11:35 am One-to-One Business Meetings

11:40 am - 12:10 pm One-to-One Business Meetings

10:30 am - 11:00 am THINK TANK AI’S CRYSTAL BALL: PREDICTING CUSTOMER NEEDS

AI-driven predictive analytics is revolutionizing personalization in financial services-but how are industry leaders actually deploying it, and what’s next?


This session brings together CX & CS experts to share real-world applications, lessons learned, and the future potential of AI-powered personalization. Gain competitive insight into how peers are using AI to enhance customer journeys, anticipate needs, and drive value.


  • How leading organizations are implementing AI for predictive personalization
  • The biggest wins (and challenges) in leveraging AI-driven insights
  • What’s next? Exploring the evolving role of AI in customer experience innovation


11:05 am - 11:35 am THINK TANK - FUTURISTIC FINANCE & CHARTING THE NEXT FRONTIER IN CUSTOMER EXPERIENCE: WHERE WILL CX TECH BE IN 2030?

In a world where digital innovation is rewriting the rules of financial services, what will customer experience look like in the next five years? This think-tank session brings together CX and CS leaders to explore disruptive trends shaping the future-from conversational banking and super apps that unify multiplatform data to DIY banking solutions, robo-advisors, and real-time, round the clock communication. Participants will examine how augmented reality and frictionless technology are dismantling traditional barriers, transforming interactions, and creating entirely new paradigms for service excellence.


Join to challenge assumptions, ignite forward-thinking strategies, and help craft a bold vision for the next era of financial CX.

11:40 am - 12:10 pm THINK TANK | CUSTOMER SERVICE BLIND SPOTS: WHAT’S STOPPING YOUR CSAT FROM SOARING?

Despite investments in new technology, many organizations are still struggling to see the customer satisfaction improvements they expect. So, where is the disconnect, and how can companies transform their approach to customer service? This think-tank discussion’s design is to illuminate how leading businesses have uncovered hidden gaps, reimagined their service strategies, and successfully enhanced CSAT through a combination of technology and human-driven solutions.

  • Diagnosing the challenge: How to identify blind spots in your service model
  • Seeing the opportunity: Where CX & CS leaders have pivoted for success
  • Implementing change: The tech and people-focused strategies making the biggest impact
  • Measuring results: What real transformation looks like and how to sustain it

Leveraging Real-Time Analytics and Data to Gain a 360 View of the Customer for a More Personalized and Simplified Experience

12:10 pm - 12:35 pm BREAKING DATA SILOS: UNITING CX & CS FOR SMARTER DECISION-MAKING

In an era where data is king, financial institutions must bridge the gaps between CX and CS teams to unlock the full potential of customer insights. Too often, critical data remains siloed, preventing organizations from making truly informed, customer-centric decisions. This session explores how to foster cross-functional collaboration, integrate data streams, and create a seamless flow of information that enhances service delivery and strategic planning.


  • Identifying and eliminating data silos that hinder CX and CS alignment
  • Leveraging integrated analytics to drive real-time, customer-focused decision-making
  • Creating a unified data ecosystem for a 360-degree customer view
  • Enhancing collaboration between departments to improve customer outcomes
  • Best practices for ensuring data accuracy, accessibility, and usability across teams


Discover how breaking down barriers between teams can lead to more intelligent, efficient, and customer-first strategies.

As digital becomes the primary customer touchpoint in financial services, UX-led transformation is key to standing out. This session explores how to build journeys that not only meet customer needs but drive real engagement and trust.


  • How to gather and communicate business and customer requirements in a way designers can action to create journeys that make sense to users.
  • Structuring processes that allow for innovation and differentiation while maintaining clarity, consistency, and compliance.
  • Practical insights into how firms are building interfaces that reflect what customers actually want - and how to spot when journeys aren’t working.
img

Sasha Klenova

AVP - Customer Experience, NPS and Research
John Hancock

img

Jesse Slovenec

Head U.S. Consumer Segment Strategy & Management
BMO Financial Group

img

Ashley Eknaian

Chief Digital Officer
Eastern Bank

• Aligning your cx channels to your most profitable and targeted segments for achievable ROI

• Educating internally to drive cross-functional collaboration with the aim of expanding your customer bases

• Leveraging the voice of your employees for frontline customer feedback

• Appealing to the masses whilst remaining focused on specific consumer markets

img

Sasha Klenova

AVP - Customer Experience, NPS and Research
John Hancock

img

Jesse Slovenec

Head U.S. Consumer Segment Strategy & Management
BMO Financial Group

img

Ashley Eknaian

Chief Digital Officer
Eastern Bank

12:45 pm - 1:15 pm One-to-One Business Meetings

1:15 pm - 2:05 pm Networking Lunch

12:10 pm - 12:35 pm STAYING ONE STEP AHEAD: SAFEGUARDING CX FROM AI-DRIVEN THREATS

As insurers advance their digital transformation, AI-powered fraud and data security risks are becoming more sophisticated. From deepfake claims to identity spoofing, how can CX and CS leaders protect customers while maintaining seamless digital experience? This session explores the latest security measures, governance strategies for conversational AI, and the risks tied to cloud-based services. Join this critical discussion on mitigating AI-driven threats, securing customer data, and ensuring trust in an increasingly digital insurance landscape.

12:35 pm - 1:00 pm REDESIGNING CX FOR LONGEVITY: MEETING THE NEEDS OF AGEING CUSTOMERS

As the population ages, financial institutions must rethink how they serve older customers-both digitally and in-person. Are current CX and CS strategies meeting the needs of this growing demographic? This session explores how banks are adapting their services, leveraging technology to enhance accessibility, and reimagining support models to ensure seamless, inclusive experiences for ageing customers. Discover the innovations and practical solutions shaping the future of CS in a changing demographic landscape.

1:00 pm - 1:25 pm SMARTER PERSONALIZATION – UNLOCKING CRM & ANALYTICS FOR FINANCIAL SERVICES

Personalization is no longer a luxury in financial services-it’s an expectation. But delivering truly tailored experiences at scale requires more than intuition; it demands data-driven precision. This session explores how banks, insurers, and financial institutions can harness CRM systems with built-in analytics to understand customer needs, predict behaviors, and proactively engage with them.


  • Leveraging CRM analytics to enhance customer segmentation and personalization
  • Using data-driven insights to deliver hyper-personalized financial products and services
  • Improving retention and lifetime value through predictive engagement strategies
  • Overcoming data silos to create a unified, 360-degree customer view

1:30 pm - 2:00 pm One-to-One Business Meetings

1:30 pm - 2:00 pm THINK TANK - BEYOND SURVEYS: THE NEXT EVOLUTION OF VOICE OF THE CUSTOMER IN FINANCIAL SERVICES

The way financial institutions measure and act on customer sentiment is rapidly evolving. Traditional VoC programs have long relied on surveys and direct feedback, but leading organizations are now embracing predictive analytics, AI-driven sentiment tracking, and real-time customer signals to gain a more dynamic and actionable understanding of their customers. This session explores how CX leaders can modernize their


  • VoC approach to not just listen, but anticipate, adapt, and drive business impact. Discuss fresh perspectives on:
  • Moving beyond traditional feedback loops to predictive and prescriptive VoC insights
  • Redefining success metrics—what should CX leaders track beyond NPS and CSAT?

2:00 pm - 2:35 pm Networking Lunch Break

The way financial institutions measure and act on customer sentiment is rapidly evolving. Traditional VoC programs have long relied on surveys and direct feedback, but leading organizations are now embracing predictive analytics, AI-driven sentiment tracking, and real-time customer signals to gain a more dynamic and actionable understanding of their customers. This session explores how CX leaders can modernize their


  • VoC approach to not just listen, but anticipate, adapt, and drive business impact. Discuss fresh perspectives on:
  • Moving beyond traditional feedback loops to predictive and prescriptive VoC insights
  • Redefining success metrics—what should CX leaders track beyond NPS and CSAT?

2:45 pm - 3:15 pm One-to-One Business Meetings

2:45 pm - 3:15 pm THINK TANK - QUANTUM COMPUTING & CX: CUTTING THROUGH THE HYPE TO PREPARE FOR WHAT’S NEXT

As financial institutions continue to explore emerging technologies to transform customer experience, quantum computing is increasingly being discussed as a potential game changer. But how much of the narrative is real, and how much is still speculative? This session will separate promising applications—such as fraud detection and hyper-personalization - from the hype, drawing on recent financial services case studies to explore where quantum has begun to make an impact. It will also help CX and digital leaders understand what they can do now to prepare for a longer-term shift in computational power - even if adoption isn’t imminent.


• Where does quantum computing genuinely show potential in enhancing CX today, and where is the narrative overstated?

• Exploring recent examples from financial institutions - what’s actually been achieved with quantum so far?

• What should CX leaders be doing now to stay informed, build internal understanding, and engage with emerging vendors effectively?

3:15 pm - 3:40 pm INTELLIGENCE LED CX: MAPPING CUSTOMER EXPECTATIONS ACROSS FINANCIAL JOURNEYS & HOW GEN Z IS RESHAPING EXPERIENCE DESIGN

As customer expectations become more fluid and complex, financial institutions need more than traditional feedback loops to keep pace. Visa is transforming the way it uncovers and interprets customer insight, moving beyond transactional data and static segmentation to build a more dynamic, nuanced view of today’s financial

consumer.


This session explores how Visa is harnessing advanced research methodologies to better understand evolving expectations across the full customer base, in today’s fast evolving economic environment. By embedding these insights into customer journey design, Visa and its partners are reimagining CX strategies that anticipate needs, personalize interactions, and build long-term relevance.


With a special focus on Gen Z, whose digital fluency, values, and service expectations are already shaping the next era of financial services, this session will also dive into what makes this generation distinct, and how BFSI organizations can adapt their CX architecture accordingly. Expect practical takeaways on building insight-driven, future-ready customer experiences.

3:40 pm - 4:05 pm UNIFIED FRONT: SCALING CX IMPACT THROUGH CROSS‑TEAM ALIGNMENT AT KEYBANK IN CX

Fragmented customer journeys in today’s dynamic financial world erode trust and loyalty. While the shift to a customer-centric culture can be hindered by legacy systems and resistance to CX-led process changes, KeyBank offers a compelling solution. By connecting internal systems and aligning CX objectives with cross departmental KPIs, they’ve eliminated internal friction and established a clear, unified goal: exceptional, customer-first outcomes.


This session reveals how CX leaders can replicate this success by strategically partnering with marketing, operations, and digital teams to co-create outstanding end-to-end experiences.


Uncover how KeyBank successfully mapped and unified siloed processes, implemented cross-functional performance metrics, and scaled CX impact companywide. You’ll gain practical insights into aligning KPIs and incentives, empowering teams to lead CX initiatives, and influencing strategic business decisions toward a truly client-centric approach. Explore KeyBank CX’s long-term strategy and learn how they are building internal credibility and executive support to drive future customer-centric innovation from within the CX department.

4:05 pm - 4:10 pm CHAIRPERSON’S CLOSING REMARKS & END OF EXCHANGE