North America's Premier Invitation-Only Meeting
for CX Leaders in Financial Services

may 21-22 2024 | THE Westin Anaheim RESORT, ca, usa

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CX Exchange for BFSI West Day 1

CX Exchange for BFSI West Day 1 CX Exchange for BFSI Day 2

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7:30 am - 9:15 am Registration and Networking Breakfast

8:15 am - 8:25 am Opening Remarks

8:25 am - 8:45 am Lessons Learned Discussion Tables

Meeting customer demands with innovation, AI, and a cutting edge omni-channel strategy

8:45 am - 9:15 am Delivering Personalized Care Through Rejecting Homogonized Service and Care

9:15 am - 9:45 am SIMPLIFYING AI: UTILIZING CONVERSATIONAL AI TO RESOLVE AN ARRAY OF SELF-SERVE ISSUES

9:50 am - 10:20 am One-to-One Business Meetings

10:25 am - 10:55 am One-to-One Business Meetings

10:25 am - 10:55 am Fine-Tuning Your Data Analytics in a Sensitive, Highly Regulated Space

11:00 am - 11:45 am Optimizing Through Personalization: How Does your Targeted Customer Experience Differ Across Industries?

Lola DeMoon - VP of Customer Experience & User Experience, BMO
Sapana Nanuwa - Chief Marketing Officer, Galway Holdings
Ayesha Mathews Wadhwa - Senior Director, Head of Global Brand Experience, Nium

Lola DeMoon

VP of Customer Experience & User Experience
BMO

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Sapana Nanuwa

Chief Marketing Officer
Galway Holdings

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Ayesha Mathews Wadhwa

Senior Director, Head of Global Brand Experience
Nium

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11:45 am - 12:15 pm Game Changing Customer Journeys: Attaining Synergy Within & Between Your CX Functions

12:20 pm - 12:50 pm One-to-One Business Meetings

12:55 pm - 1:50 pm Networking Lunch

1:55 pm - 2:25 pm One-to-One Business Meetings

12:20 pm - 12:50 pm Driving Customer Marketing Through Data-Driven AI

12:55 pm - 1:50 pm Diversity, Equity & Inclusion

2:30 pm - 3:00 pm Fine-Tune Your End Consumer Experience Through Effectively Utilizing Analytics

3:05 pm - 3:50 pm Allowing for Seamless Experience Through Omni-Channel Capabilities

David Hall - SVP, Director Digital Experience, Innovation & Technology, Bank of Hawaii

David Hall

SVP, Director Digital Experience, Innovation & Technology
Bank of Hawaii

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3:05 pm - 3:50 pm Driving CX Mentality & Member Experience for Customer Loyalty

3:05 pm - 3:50 pm Enhacing End User Experience Through Intuitive Personalization Tools

Shaunali Prabhu - Director Strategy & Experience Design, Manulife

Shaunali Prabhu

Director Strategy & Experience Design
Manulife

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3:05 pm - 3:35 pm Leveraging AI to Onboard the Opportunities of Fintech Partnerships

Tonya Perez - Chief Experience Officer, USC Credit Union

Tonya Perez

Chief Experience Officer
USC Credit Union

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3:05 pm - 3:50 pm Unifying Contact Centre Technology for Greater Self-Service Through Incorporating Data & AI

Seun Aiyese - Chief Operating Officer, First City Credit Union

Seun Aiyese

Chief Operating Officer
First City Credit Union

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3:55 pm - 4:25 pm One-to-One Business Meetings

4:30 pm - 5:00 pm One-to-One Business Meetings

4:30 pm - 5:00 pm Truly Understanding Your Target Market Through Accurate Digital Behavior Analytics

5:05 pm - 5:50 pm Discovering Data: Making Data Your Most Valuable Asset for Future Decision-Making

Andrew Thompson - VP Manager Client Experience Measurement & Insight, BOK Financial

Andrew Thompson

VP Manager Client Experience Measurement & Insight
BOK Financial

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North America's Premier Invitation-Only Meeting for CX Leaders in Financial Services

CX Exchange for BFSI West Day 1

7:30 am - 9:15 am Registration and Networking Breakfast

8:15 am - 8:25 am Opening Remarks

8:25 am - 8:45 am Lessons Learned Discussion Tables

Meeting customer demands with innovation, AI, and a cutting edge omni-channel strategy

8:45 am - 9:15 am Delivering Personalized Care Through Rejecting Homogonized Service and Care

9:15 am - 9:45 am SIMPLIFYING AI: UTILIZING CONVERSATIONAL AI TO RESOLVE AN ARRAY OF SELF-SERVE ISSUES

9:50 am - 10:20 am One-to-One Business Meetings

10:25 am - 10:55 am One-to-One Business Meetings

10:25 am - 10:55 am Fine-Tuning Your Data Analytics in a Sensitive, Highly Regulated Space

11:00 am - 11:45 am Optimizing Through Personalization: How Does your Targeted Customer Experience Differ Across Industries?

Lola DeMoon

Sapana Nanuwa

Ayesha Mathews Wadhwa

11:45 am - 12:15 pm Game Changing Customer Journeys: Attaining Synergy Within & Between Your CX Functions

12:20 pm - 12:50 pm One-to-One Business Meetings

12:55 pm - 1:50 pm Networking Lunch

1:55 pm - 2:25 pm One-to-One Business Meetings

12:20 pm - 12:50 pm Driving Customer Marketing Through Data-Driven AI

12:55 pm - 1:50 pm Diversity, Equity & Inclusion

2:30 pm - 3:00 pm Fine-Tune Your End Consumer Experience Through Effectively Utilizing Analytics

3:05 pm - 3:50 pm Allowing for Seamless Experience Through Omni-Channel Capabilities

David Hall

3:05 pm - 3:50 pm Driving CX Mentality & Member Experience for Customer Loyalty

3:05 pm - 3:50 pm Enhacing End User Experience Through Intuitive Personalization Tools

Shaunali Prabhu

3:05 pm - 3:35 pm Leveraging AI to Onboard the Opportunities of Fintech Partnerships

Tonya Perez

3:05 pm - 3:50 pm Unifying Contact Centre Technology for Greater Self-Service Through Incorporating Data & AI

Seun Aiyese

3:55 pm - 4:25 pm One-to-One Business Meetings

4:30 pm - 5:00 pm One-to-One Business Meetings

4:30 pm - 5:00 pm Truly Understanding Your Target Market Through Accurate Digital Behavior Analytics

5:05 pm - 5:50 pm Discovering Data: Making Data Your Most Valuable Asset for Future Decision-Making

Andrew Thompson

5:50 pm - 6:20 pm Modernizing with your Clientele: Transforming the Potential of Your Digital Landscape for Services at Scale

6:20 pm - 6:30 pm Chairperson’s Closing Remarks

6:30 pm - 8:30 pm Drinks Reception

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North America's Premier Invitation-Only Meeting
for CX Leaders in Financial Services