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 Day 2
8:00 am - 8:30 am
REGISTRATION AND REFRESHMENTS
8:30 am - 8:40 am
Chairs' Opening Remarks
Michelle Levister Bozeman -
Executive Advisor, Consultant & Coach,
TBW Enterprises
8:40 am - 9:10 am
KEYNOTE FIRESIDE CHAT - Lessons In AI & Customer Insights From Fintech
Smita Bhatnagar -
Director Strategy & PMO,
Affirm
Affirm is one of the US's leading Fintech's, serving 19.5 million users and processing $26bn+ annually, they are leading the way in tech-driven customer engagement.
Through deploying MLP, AI, and chatbots, Affirm offer effective digital services which successfully serve customers and employees alike. Furthermore, achieving best-in-class delivery through a diverse, global team.
Join this session as we hear from Affirm's Director of Strategy & PMO, Smita Bhatnagar.
9:10 am - 9:40 am
EXPERT CASE STUDY - Defining Customer Segmentation Strategies For An Efficient Market Ecosystem
Jason Lazzerini -
EVP Chief Digital Officer,
Central Pacific Bank
Join Central Pacific Bank's Chief Digital Officer, Jason Lazzerini, as he delves into strategies and approaches to prioritize and personalize your customer operations.
• Differentiating demands of desired customer segments
• Prioritizing customer touch-point channels to increase revenue potential
• Integrating models to support and direct your approach
• Utilizing big data to encourage effective decisions and drive customer engagement
9:40 am - 10:10 am
EVENT PARTNER MASTERCLASS - Unlocking Contact Center Insights: Mining Conversational Data in Regulated Environments
Michaud Ray -
Senior Vice President, CX Strategy & Solutions,
Foundever
In highly regulated environments, such as those requiring PCI compliance, mining conversational data can be challenging. However, with the right approach, it can unlock powerful insights within the contact center. What do your customers really value, and how can we empower our associates to deliver? This masterclass will demonstrate how to safely analyze customer interactions using Large Language Models (LLMs) to uncover friction points and knowledge gaps. You will learn how to translate these actionable insights into tangible improvements across customer experience, agent performance, and knowledge management.
Learn:
- How to mine conversational data in sensitive environments (e.g., PCI) while maintaining compliance
- Methods for identifying true friction points and knowledge gaps through conversation analysis
- How to leverage mined data to:
- Stay ahead of emerging issues
- Assess and address associate behavior
- Create personalized coaching material
- Train agent assist bots to address common friction points
- Provide materials to seamlessly integrate with existing AI tools
Don't miss out on this session packed with real-world examples of using LLMs to drive action and outcomes in the contact center.
Sponsored by: Foundever
10:15 am - 10:45 am
Expert Think Tank - Measuring The Success Of Your End-To-End Performance For Process Improvement
Sharby Kennard -
Director EB Customer Experience,
Voya Financial
10:50 am - 11:20 am
NETWORKING AND COFFEE
11:25 am - 11:55 am
Expert Think Tank - Analytics In Driving Digital Experience
Amit Mondal -
VP & Head of Digital Analytics & Experimentation,
American Express
• Leveraging insights for customer acquisition, onboarding and engagement
• Implementing data-driven strategies
• Creating an experimentation-first culture
10:15 am - 10:45 am
1:1 BUSINESS MEETINGS
10:50 am - 11:20 am
1:1 BUSINESS MEETINGS
11:25 am - 11:55 am
1:1 BUSINESS MEETINGS
12:00 pm - 12:00 pm
EXPERT-LED ROUNDTABLES
12:00 pm - 12:45 pm
ROUND TABLE ONE - How Can Conversational AI Be Your Most Cost-Effective AI Tool?
Sponsored by: SoundHound
12:00 pm - 12:45 pm
ROUND TABLE TWO - How To Drive Employee Experience Through Engaging Them At The Core?
Kristin Bundy -
Director Client Service & Support,
Charles Schwab
12:00 pm - 12:45 pm
ROUND TABLE THREE - How Should You Manage Customer Segments In A Highly Regulated Industry?
12:45 pm - 1:15 pm
PARTNER PRESENTATION - RESERVED FOR FORSTA
Sponsored by: Forsta
1:20 pm - 1:50 pm
NETWORKING & COFFEE
1:20 pm - 1:50 pm
1:1 BUSINESS MEETINGS
1:50 pm - 2:30 pm
NETWORKING LUNCH BREAK
2:30 pm - 3:00 pm
THINK TANK: Predictions for CX in BFSI to Deliver Personalized, Secure & Innovative Customer Solutions
- Anticipated shifts in customer expectations and how to stay ahead of the curve
- Key technology investments that will underpin future-ready CX – including generative AI, real-time data platforms & digital identity solutions
- Strategic challenges to prepare for – such as customer trust erosion, AI bias, and operational agility under economic volatility
2:30 pm - 3:00 pm
1:1 BUSINESS MEETINGS
3:05 pm - 3:30 pm
Expert Case Study - Instilling Confidence In Customers
James Legeman -
Head of Customer Experience,
Pacific Life
For most consumers, insurers are only contacted in moments of vulnerability where empathy is the key component from customer experience professionals. However,
what if your customer relationships stretched beyond this by establishing a legacyfree platform frequently engaging customers with your product?
This case study explores how integrating data and modern technology into customer platforms will support deep integration and accelerate consumer confidence in both
your products and your brand.
3:30 pm - 4:00 pm
EXPERT CASE STUDY - The Missing Link: Identifying The ‘Customer-Centric’ Gaps In Your Organization Which Are Hindering Enterprise-Wide Transformation
Lindsey Ogan -
Chief Marketing Officer,
Stride Bank
Teams are progressively recognizing that customer-centricity sits beyond your customer experience teams to the wider business. Without prioritizing your customers and target markets, from design to action to implementation, your organization will continuously struggle to maximize profitability from your customer base.
These insights will offer expertise to develop how we cooperate with wider teams to attain maximum ROI from investing into understanding your customers.
- Ensuring customers are at the core of your organization through top-down end-user promotion
- Educating employees across departments to form an understanding to enhance their roles
- Offering internal solutions which make customer-centricity the go-to alternative for your teams
