Stephen Schroth

Head, Digital & Assisted Channels Valley Bank

CX Exchange for BFSI Day 1

4:25 PM Think Tank - Addressing the Uncomfortable Trust about AI, Roles & Reimagining the Customer Experience - What Will it Truly Take to Survive the CX Reset & Start Over?

AI is forcing a fundamental reckoning across banking and financial services, and all should be questioning whether totally new operating models are needed – not just optimizing existing.

Yet many are still asking safe questions. What's holding leaders back? Risk, regulation, or reluctance to disrupt roles and structures? This session chal-lenges whether we're truly reimagining CX, or avoiding the harder questions that transformation demands.

Explore the real risks and opportunities of AI in CX, including where organizations may be over- or under-adopting automation
Examine the human challenge of transformation, what's needed to lead teams through change when reimagining roles may threaten ex-isting structures
Learn how to move beyond incremental change and question wheth-er processes should be optimized or entirely reimagined
Engage in candid peer discussions on overcoming fear-driven deci-sion-making and being prepared to lead confident, forward-looking transformation

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

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