NORTH AMERICA'S PREMIER INVITATION-ONLY MEETING FOR CX & CUSTOMER CONTACT LEADERS IN FINANCIAL SERVICES

October 14-15 2025 | Miami Marriott Biscayne Bay, Florida

Jesse Slovenec

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

CX Exchange for BFSI Day 2

11:25 AM DESIGNING DIFFERENTIATED DIGITAL JOURNEYS THROUGH UX-LED TRANSFORMATION

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.

11:30 AM Voice of Customer Panel: Investing in Your Customer Facing Teams for Immediate Resolutions & Results

• 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

Check out the incredible speaker line-up to see who will be joining Jesse.

Download The Latest Agenda