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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As customer expectations evolve at speed, organisations are generating vast amounts of data – but what does this data truly tell us about the human motivators driving loyalty? Led by researcher Renee Richardson Gosline, uncover the data behind decision-making and how there’s more that hinges on your next tech investment than you may think….

This session will look at:  

• Why understanding how humans make decisions is essential for unlocking the full potential of AI, avoiding wasted investment, and creating persuasive, loyalty building experiences
• What kinds of customer insights provide a case for human involvement Vs AI-alone
• The behavioural science principles and AI guardrails that protect and empower customers, with case studies showing how human understanding drives better adoption and outcomes for businesses 

Renée Richardson Gosline

Research Scientist & Senior Lecturer, Head of the Human-First AI Group
MIT Sloan School of Management

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AI agents are ready to perform high impact, high risk actions: cancelling cards, updating addresses, debugging difficult transaction issues. How do we know? They’re already doing it. While most institutions are stuck on “can it do it”, others are leaving them behind by leaning in - thoughtfully - and taking risks.

While the risks of AI getting something wrong are discussed ad nauseum, institutions need to ask what the risks are of being left behind. Join this session to discover why adopting AI now could be the key to ensuring your CX doesn’t fall short on customers’ expectations.

Steve Hind

Co-Founder
Lorikeet

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Tony Luciani

Director of Customer Success
Self Financial

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The rapid adoption of AI across regulated industries, including insurance, introduces powerful opportunities but also new layers of risk. To ensure trust and compliance, insurers must establish robust governance frameworks before deploying AI tools at scale. In this session, we’ll explore the principles of responsible and ethical AI use. We’ll then shift to practical use cases where AI can drive tangible business value, such as enhancing profitability and reducing claims fraud, while maintaining accountability and customer trust.

Learn:

• Responsible and ethical use of AI in regulated industries
• Potential AI use cases in insurance

Jason Wang

previously, Chief Risk Officer
Allstate Canada

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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.

Douglas Figueredo

Senior Managing Director, Head of Corporate Marketing & Digital Experience
Webster Bank

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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

previously, Chief Operating Officer, Investments Practice
Northern Trust

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Financial instructions & CX leaders are facing a dilemma, how soon will customers trust agentic AI?

To understand where consumers stand today, Michael Nevski from Visa will explore the current consumer perceptions of agentic AI - its reliability, scalability and role in delivering value in their eyes. This will lead into the business considerations unique to BFSI, from trust and compliance to customer expectations, and outline a roadmap for successful implementation. Gain insights into how financial institutions can balance innovation with customer confidence, and position themselves for competitive advantage as AI quickly moves from experimental to essential.

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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