CX BFSI USA Exchange (West)
The Invitation-Only Forum For CX Leaders In Banking, Financial Services & Insurance
June 1-2, 2026 | Phoenix, USA
1-2 June 2026
Empower People. Enhance Experience
The CX BFSI Exchange USA returns to bring together 80 senior CX, Digital, Operations, Customer Contact, Data and Transformation leaders for two days of invitation-only, closed-door collaboration focused exclusively on leadership-level CX roadmap definition. Through peer case studies, rare opportunities to benchmark and personalized 1-to-1 meetings with solution innovators, leadership leave with the insight and conviction needed to turn CX into a decisive competitive advantage.
Because at a time where every institution is racing to harness AI, exceptional CX won’t be delivered by technology alone - it will be powered by people. This June, join leaders committed to turning complexity into seamless, trusted journeys that unite operational efficiency with regulatory integrity.
Our 2026 Expert Speakers
Sahil Sabharwal
Vice President, Enterprise Data Platforms
American Express
Nate Houghton
Head of Sales, America
Lorikeet
Fara Remtulla
Chief Operating Officer
Brigit
Rasheeda James
Vice President of Client Services
Americor
Anna Greenwald
Chief Operating Officer
LendingClub
Irina Long
CX Research & Analytics
Thought Leader
Gina Genovesi
Senior Vice President, Product Manager, Commercial Electronic Payments
Zions Bancorporation
Daniel Randolph
Chief Experience Officer
Varo Bank
Shelly Chandler
Senior Vice President, Executive Director, Client Experience
Wells Fargo
Sami Huovilainen
Managing Director, Head of Next Generation Analytics, US Personal Banking
Citi
Jason Lazzerini
Chief Digital Officer
Central Pacific Bank
Lindsey Ogan
Chief Marketing Officer
Stride Bank, N.A.
Wes Herzik
Executive Director, Human Experience, Enterprise AI Transformation & Operations
JPMorgan & Chase & Co.
Jonas Ng
Senior Director Business & Tech Optimization
KeyBank
Zack Hamilton
CX Thought Leader & Author
Author of the Experience Performance System™
Sumeet Grover
Chief Strategic Growth & Digital Officer
University Federal Credit Union
Nathan Quezda
Senior Vice President, Consumer AI Product Management
Bank of America
Yesha Yadav
Milton R. Underwood Chair & Professor of Law, Associate Dean and Robert Belton D
Vanderbilt University Law School
Sanjoy Sarkar
Senior Vice President, Senior Director, Workflow Automation & Robotics
First Citizens Bank
Matt Mayo
Chief Banking Officer
Community Bank
WHAT TO EXPECT
CX BFSI Exchange West USA Exchange Will Feature
70+
Attendees
20+
Speakers
15+
Sponsors
150+
1:1 Meetings
Clarity that Transforms AI into Productivity & Humanized CX
Balancing Cost Pressures With Customer Obsession
Balance cost pressures with customer obsession, through learning where CX drives margin, loyalty and growth even as competition intensifies.
Customer Journey Optimization
Design self-service and digital experiences that truly delight - ensuring journeys are intuitive, compliant, and free from the operational shortcuts that create friction.
AI-Driven Personalization
Benchmark hyper-personalization, uncovering with practical examples of the convergence of data, segmentation and AI to create relationship-driven interactions at scale.
Resisting Fraud and Security Threats
Stay ahead of rising fraud and security threats amid a drive for digitalization to protect both business and customer while maintaining a seamless omnichannel experience.
What is a CX Exchange?
Our unique Exchange format is the perfect opportunity to directly engage with your peers in a closed-door, intimate gathering. With exclusive insights delivered directly from behind the scenes of leading financial organizations without any media presence, this is the event for transformational CX leaders in BFSI.
Alongside a strong speaker lineup and packed agenda, our attendees also get assigned a personalized itinerary of 1:1 business meetings with leading solution providers, ensuring a perfect match to help solve key issues facing your customer-focused strategy.
How did Cetera Financial Group implement their holisitic CX Strategy?
Exclusive interview with Benjamin Easaw, Managing Director, Digital Experience Design at Cetera Financial Group
Jurrasic Park the answer to hyper-personalization?
Exclusive interview with Ken Hubbell, SVP Instructional Design Strategy & Innovation for Wells Fargo, on how to adapt customer experience strategies to suit the Millennial generation
Mobile games for financial wellness?
Zogo Finance seek to bridge the gap between financial wellness and the younger generation with their educational mobile game and app
Sponsorship and Exhibition Opportunities
Sponsorship is the most effective solution to share your company’s idea to senior professionals from across the BFSI space, who are searching for actionable CX solutions.
CX BFSI Exchange brings together senior decision-makers all looking to spend within the short-medium term and ready to take prequalified, prescheduled. 1:1 meetings.
June 1-2 2026
The Camby, Phoenix, Arizona
A reimagined look for a Phoenix icon, the newly-renovated Camby is the embodiment of a warm welcome - a blend of creativity, luxury, and authentic desert style. Situated near Scottsdale, experience the vibrant culture and local artistry of Arizona when you stay at The Camby, where every moment is a celebration of refined revelry.
Situated along the main drive of the Phoenix Biltmore neighborhood, The Camby offers the ideal location to some of the best dining and nightlife in the city. These favored in-the-know spots immerse guests in the life of a Phoenix local. The Camby is also located near Camelback Mountain, its namesake Phoenix icon, providing easy access to scenic hiking trails and breathtaking views.
In Partnership With:
QUESTIONS?
Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com
©2026 IQPC. All rights reserved.
