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.

Alex Misiaszek

Senior Vice President, Experience Design Director, Emerging Experiences
Truist

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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?

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.

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

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

Doug Bartels

Chief Operating Officer, Investments Practice
Northern Trust

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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?

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.

Michael Nevski

Director of Global Insights
VISA

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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.

Andy Netzel

Senior Vice President, CX Strategy Director
Keybank

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