CX BFSI Exchange - Day 2
7:45 am - 8:20 am
Registration, Breakfast & Morning Coffee
8:20 am - 8:30 am
Chairperson's Opening Address
Sean Albertson -
Founder & Chief Executive Officer,
CX4ROCKS
8:30 am - 8:55 am
Keynote Presentation - Uniting CX & Design to Drive Enterprise-Wide Impact
Eric Sutton -
Chief Client Experience & Design Officer,
KeyBank Corp
Customer Experience delivers its greatest value when it shapes how an organi-zation thinks, prioritizes and operates. Discover how KeyBank has brought CX and Design together to create a strategic capability that informs business pri-orities, uncovers customer and employee insights and directs investment to-ward the initiatives measured to deliver the greatest impact aligned to C-Level priorities.
In this keynote, learn how KeyBank uses design thinking to strengthen cross-functional partnerships and build trusted relationships with business leaders, transforming customer insight into measurable business outcomes. Explore how embedding customer-centric principles across the enterprise is creating stronger operational performance, empowering employees, acting as a proven growth lever and laying the foundations for embedding AI responsibly as a revenue driver.
8:55 am - 9:30 am
Keynote Opening Panel Discussion: AI Vs Trust - A Balancing Act
Deepak Nair -
Senior Vice President, Head of Assisted / Virtual Customer Services,
Citizens
Misty Stiers - Head of Inclusive Design, Design & User Experience, Citi
Alfonso Perez Grovas - Senior Director, Operations, Chime
Mark Blake - BFSI Industry Practice Lead, Stibo Systems
As AI becomes embedded in operations, financial services leaders face a defining question: how do you capture AI's productivity gains without undermining the human judgment your customers rely on?
This panel explores what it means in practice to calibrate the right level of human oversight as trust in AI matures. Panelists will share real-world case studies on how they've introduced AI into high-stakes operations while keeping agents empowered, customers protected and regulators satisfied.
Attendees will leave with:
● A clearer mental model for where AI should assist, where humans must lead, and where AI can own end-to-end
● Practical approaches to building trust in AI - both within your organization and with your customers
● Lessons learned from scaling AI in regulated, customer-sensitive environments
9:30 am - 10:00 am
Event Partner Presentation: Architecting Voice AI for ROI
Voice AI is the fastest path to ROI in the contact center because it hits your most costly channel on day 1. But the return is architected, not automatic. It comes from two early decisions: pointing the agent at the right high-volume, measurable conversations to start, and getting those conversations to actually feel human, so callers stay engaged instead of asking for a person. Get that right and the results follow, the way Amazon Ring's did, ramping from a small slice of calls to their full frontline volume in just 2 weeks. The teams that win don't stumble into ROI. They design for it, starting with the very first call.
Sponsored by: Vapi
Most CX transformation playbooks were written for digital-first companies. They don't translate cleanly to a 125-year-old community bank where the customer relationship still runs through people, not portals. At First United Bank, our purpose – Spend Life Wisely – means we're transforming customer experience without losing what brought customers to a community bank in the first place.
This session is for senior leaders running real transformations inside complex institutions. We'll talk about what works, what fails, and what doesn't make it into the case studies.
What we'll cover:
• The vendor forcing function: when a platform end-of-life or core conversion sets your transformation timeline before you've built executive consensus
• Earning C-suite commitment beyond the slide deck – what it actually takes to keep a CEO and board funding a multi-year program through quarterly proof points
• Standing up a Transformation Management Office that drives outcomes instead of becoming another layer of governance – using hybrid operating models in a regulated environment
• The barrier most leaders avoid naming: peers who quietly disagree with the destination, and how to surface that before it stalls execution
• Knowing when to slow down for alignment or pull rank
You'll leave with a working framework for sequencing CX transformation in regulated, relationship-driven institutions. Not a checklist – a set of decisions you'll have to own.
Too many service organizations are structured around fixing problems after customers complain. This session examines how leaders are redesigning service models to anticipate need, reduce friction and lower avoidable contact.
• Identify opportunities to shift from reactive support to proactive customer care.
• Learn how peers use data, journey insight and early signals to prevent service failure.
• Share ideas for reallocating service effort toward higher value, customer critical moments.
11:50 am - 12:20 pm
Event Partner Presentation: Understanding What Customers Think in an AI World
Kaitlen Elmore -
Senior Director, Voice of Customer,
Concentrix
Arthur J (A.J.) Iarussi, MBA, MA, CSSBB - Manager, Internal Sales & Service, Nationwide Financial
Surveys are not dead. In fact, they may be more important than ever. While AI can help organizations understand customer behaviors and interactions at unprecedented scale, it cannot fully explain what customers think through behaviors alone. Without understanding customer perceptions, motivations, and unmet needs, organizations risk acting on incomplete insights. In this session, Nationwide, together with Concentrix, will share how important it is to capture what customers think, say, and do, and how surveys contribute to understanding what customers actually think improves CX.
Arthur J (A.J.) Iarussi, MBA, MA, CSSBB
Manager, Internal Sales & ServiceNationwide Financial
12:20 pm - 12:45 pm
Keynote Presentation: From Transformation to True Customer Centricity - A Journey of Lessons Learnt towards a Cultural Change & CX Enablement
Meghan Greeley -
Executive Vice President, Customer & Transformation Enablement,
M&T Bank
Large-scale transformation only delivers lasting value when it becomes cultural, not just procedural. This is as true for customer experience as it is for the rapid rise of AI. Organizations can invest in new models, tools, and technologies, but without shifts in behaviors and habits, impact will not sustain.
This session explores what it takes to move from traditional ways of working to a genuinely customer-centric organization, drawing on real-world transformation journeys and the lessons that translate directly to today's AI-driven change.
You will hear practical insights on:
• Leading change that endures - How leadership behaviors and everyday decisions shape outcomes more than strategy alone
• Embedding customer centricity across the enterprise - What it takes to move beyond pockets of progress to consistent, organization-wide adoption
• Supporting iterative transformation at scale - How to build momentum through cycles of learning, feedback, and adaptation rather than treating transformation as a one-time effort
• Measuring what matters - How to link customer and business outcomes to observable behavioral and cultural change
At its core, this keynote reinforces a simple truth: transformation is not something you implement. It is how you operate. The organizations that succeed are the ones that build the cultural muscle to continuously learn, adapt, and improve.
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?
2:35 pm - 3:00 pm
Keynote Presentation: Who Killed the Innovator?
Ashley Nagle Eknaian -
Chief Digital Officer,
Eastern Bank
Innovation rarely dies loudly…it's slowly suffocated by process, hesitation and competing priorities. This session investigates the silent forces that sabotage innovation and uncover how passionate changemakers can revive it within complex organizations at scale.
• Crack the Case of Bureaucracy Learn how to overcome 'death by 100 meetings,' navigate organizational resistance and implement real change by understanding the psychology behind risk aversion.
• Discover how persistence and ownership define true change agents, and why waiting for permission is often the real killer of progress.
• As AI accelerates execution, explore why empathy and action-oriented talent, matter more than ever in delivering meaningful & incremental innovation.
3:00 pm - 3:25 pm
Keynote Guest Presentation: Proving the Business Impact of Secure Customer Experiences
Todd Smith -
Senior Vice President, Director of Customer IAM, Threat Intelligence,
Ameris Bank
This keynote demonstrates how strengthening customer trust through secure, branded engagement transformed CX into a measurable, defensible and board level growth strategy.
By addressing spoofing and social engineering risk through branded calling and messaging, this session shows how trusted interactions directly improved engagement, reduced fraud and unlocked enterprise wide efficiency gains.
• Learn how to translate trust led CX investments into measurable business outcomes, including higher answer rates, reduced fraud losses and accelerated account growth
• Gain a framework for making CX measurable, and how to turn trust signals (answer rates, complaint volumes, handle time) into board ready performance metrics
3:25 pm - 4:00 pm
Mastermind Discussion | Reflecting on 2-Days of Actionable Discussion
Sean Albertson -
Founder & Chief Executive Officer,
CX4ROCKS
Join a roundtable for a deep dive into topics and themes deserving of discussion
