The Invitation-Only Meeting for Customer Experience Executives in Banking, Financial Services, and Insurance in North America
June 2-3 2025
| The Camby, Phoenix, USA
CX Exchange for BFSI West Day 1
7:30 am - 8:30 am
Registration and Refreshment
8:30 am - 8:35 am
Housekeeping and Opening Address from Conference Director
8:35 am - 8:45 am
Chairs' Opening Remarks
Michelle Levister Bozeman -
Executive Advisor, Consultant & Coach,
TBW Enterprises
8:45 am - 9:00 am
"Getting Personal-ized" Ice-Breaker Polls
Understand the personalization challenges, queries, and trends and experienced by your peers as we kick-off with an interactive poll.
Ahead of the conference you will be able to submit your dilemmas, queries, and expectations for personalization strategies and practices across the banking, insurance, and financial services sector. Participate in this session to benchmark with and learn from your industry peers!
9:00 am - 9:30 am
KEYNOTE PRESENTATION - Know Me, Hear Me, Help Me: How Identifying Your Customers Through The Power Of Technology Will Allow For Effortless Experience
Jonas Ng -
Chief Operating Officer,
KeyBank
• Targeting customers through a relationship-focused business model
• Harnessing customer loyalty with an Effortless Experience approach
• Creating psychological personas and curated data for effective personalization
• Adopting agile transformation through future-proofed platforms
9:30 am - 10:00 am
PARTNER PRESENTATION - Transforming Financial Services: Frictionless Customer Experiences with ServiceNow AI
Ryan Clare -
Global Director of Capital Markets,
ServiceNow
Is the weight of legacy technologies holding your financial institution back in time?
In the ever-evolving financial services landscape, the burden of disconnected people, processes, and technologies hinders the delivery of frictionless customer service.
Join ServiceNow’s financial services experts to discover how you can transform IT success into AI-driven customer service victories across onboarding, servicing, disputes and more.
Sponsored by: ServiceNow
10:05 am - 10:35 am
EXPERT THINK TANK - Improve Customer Experience & Reduce Costs Leveraging GenAI-Powered Self-Service & Automation
Ralph Flamini -
Senior Manager WW Specialist,
Amazon Connect
Kishore Korimilli - Senior WW Specialist, Amazon Connect
Kishore Korimilli - Senior WW Specialist, Amazon Connect
In today's competitive financial services landscape, delivering exceptional customer experience while managing costs is a critical challenge. This session explores how Generative AI is revolutionizing customer service operations by enabling intelligent self-service and automation capabilities that benefit both customers and institutions.
Learn how leading financial organizations are leveraging GenAI to:
- Transform customer touchpoints into growth opportunities through personalized, context-aware interactions
- Implement smart self-service solutions that effectively resolve common customer queries while reducing operational costs
- Create a unified learning system that continuously improves from every customer interaction across channels
- Maintain conversation context across multiple interactions, creating seamless customer journeys
Join us to explore how GenAI is helping financial institutions deliver superior customer experiences while maintaining operational excellence in an increasingly competitive market.
10:40 am - 11:10 am
NETWORKING AND COFFEE
11:15 am - 11:45 am
EXPERT THINK TANK - Driving Growth Through AI-Based Hyper-Personalization During Acquisition, Cross-Selling & Relationship Growth Phases of the Customer Lifecycle
John Symcox -
Chief Innovation Officer,
First Fidelity Bank
Philip Paul - Chief Executive Officer, Cotribute
Philip Paul - Chief Executive Officer, Cotribute
- Segmenting customers and matching the appropriate messaging to the persona
- Presenting the personalized next best financial step or financial product at the right time
- Expanding the customer relationship from a single product to a deep and wide relationship
10:05 am - 10:35 am
1:1 BUSINESS MEETINGS
10:40 am - 11:10 am
1:1 BUSINESS MEETINGS
11:15 am - 11:45 am
1:1 BUSINESS MEETINGS
11:50 am - 12:30 pm
EXPERT PANEL DISCUSSION - The Right Data, The Right Way: Understanding The Financial Needs Of Your Customers To Truly Personalize Your Services Through Effective Data
David Benavides III -
Head of Digital, Design & Member Experience,
Alliant Credit Union
Chelsea Lawley - Managing Director, Digital Analytics, Charles Schwab
Jeffery Carson - Vice President, Journey Analytics & Operations, Synchrony
Customers expect the same degree of personalization from their financial service providers as their favourite retailer. Organizations are continuously accumulating masses of data allowing for furthering tailoring potential. However, so much information creates challenges when knowing which data to use and furthered with scalability potential.
This panel will explore and deliberate personalization possibilities and the steps which can be taken to retain the best return from your customer data:
• Prioritizing insights most reflective of target customer wants and needs
• Utilizing AI tools to select and scale personalization strategies
• Scaling successful solutions to retain your customer base
12:30 pm - 1:00 pm
PARTNER PRESENTATION: Uncover Your Data Gaps: How To Fix The Fractures In Your Digital Identity Data Workflows & Unleash The Best CX
Mark Krebs -
VP Global Sales,
Celebrus
Many financial organizations have goals for improving Customer Experience (CX) across their websites and mobile apps. To do this effectively, brands must build better approaches to understanding and remembering consumers and their preferences, even when they aren’t logged in.
While that is the utopia, the reality is that many FIs will take different paths as they sort out the gaps, challenges, and roadblocks they face when trying to build a program focused on building better experiences for their consumers.
This session will give you some insight into:
• The pitfalls and challenges brands face as they try to go from crawling to running in the CX space
• Stories from the field looking at 3 different types of CX improvements while using a few different technology platforms, and key learnings
• Key takeaways for how to think about best solving for and ensuring that your CX goals are never hindered by bad data or limited technology
1:35 pm - 2:30 pm
NETWORKING LUNCH
2:30 pm - 3:00 pm
1:1 BUSINESS MEETINGS
3:05 pm - 3:05 pm
AI ROUNDTABLES
An opportunity for you to join a roundtable discussion directly suited to your current position in adopting AI and leveraging its potential. Whether at the beginning of your journey or advanced in your implementation process, there is a discussion group for you to participate in.
3:05 pm - 4:00 pm
EXPLORING - Your company has not yet started implementing AI strategies and is considering first steps.
Keshav Jaiswal -
Vice President, Global Client Experience,
J.P. Morgan Commercial Banking
3:05 pm - 4:00 pm
BEGINNING - You have started implementing initial AI strategies but are yet to make serious progress.
Chris Brahney -
SVP Sales & Member Experience,
Nuvision Credit Union
3:00 pm - 3:55 pm
IMPLEMENTING Your organisation have successfully implemented some AI strategies, but are yet to receive conclusive results.
Chase Tarkenton -
Senior Vice President & GM - North America,
boost.ai
4:05 pm - 4:35 pm
1:1 BUSINESS MEETINGS
4:40 pm - 5:10 pm
EXPERT THINK TANK - Defining Customer Segmentation Strategies to Increase Market Reach
Marc Butterfield -
Head of New Product Development & Market Expansion,
First National Bank of Omaha
• Differentiating demands of desired customer segments
• Effectively reaching customers to increase revenue potential
• Integrating models to support and direct your approach
Marc Butterfield
Head of New Product Development & Market ExpansionFirst National Bank of Omaha
4:40 pm - 5:10 pm
1:1 BUSINESS MEETINGS
5:15 pm - 5:45 pm
CASE STUDY PRESENTATION - Teller-Less, Support More: Improving CX Through Digital Transformation With Tellerless Branches
David Eldred -
Chief Experience Officer,
Solarity Credit Union
This case study will delve into the successful strategy of Solarity Credit Union’s CXO, David Eldred, in an effort to leverage the in-branch experience.
From identifying core customer segments through to developing deeper customer relationships, Solarity have been able to improve transaction times and processes for members whilst simultaneously supporting valued employees.
Join this session as we take the opportunity to understand their strategy whilst achieving financial reward!
• Establishing a transformative initiative
• Tackling the hurdles of data challenge
• Evaluating your current model
• Evaluating insights for productive next steps
5:45 pm - 6:15 pm
PARTNER PRESENTATION - Improving Customer Experience In Uncertain Times
Matthew Lehman -
Head of Industry Strategy, Financial Services,
RingCentral
Bankers and CU leaders are working through a period of uncertainty, but the need to improve CX and EX remains constant. In this session we will talk about low-risk ways to utilize new Gen AI tools paired with your customer interactions to create actionable tactics and drive business outcomes.
Customer data is indeed the new oil, and it will power an engine of improved sentiment analysis, better coaching for your associates and agents, and improved cross-sell.
Learn how other financial services firms are navigating through this turbulent time.
Sponsored by: RingCentral
