Day One | Monday, 1 June, 2026
Day One
8:20 am - 8:30 am
Welcome to the 4th CX BFSI Exchange West!
Bryant Richardson -
Founder & President,
Real Blue Sky, LLC
Chairperson’s Opening Address & Personalization Polling
8:30 am - 8:55 am
KEYNOTE PRESENTATION | Building AI Capability at Scale to Deliver Measurable CX & Business Impact
Jonas Ng -
Head of Small Business Banking,
Valley Bank
As organizations standardize and implement new AI enabled platforms to support and scale CX, this session explores how leaders move beyond simply providing access to AI and instead build structured capability, scale adoption responsibly, and convert everyday AI usage into measurable business value.
• Learn how to design tiered, role-based AI enablement programs that meet employees where they are, from beginner to advanced, while keeping pace with rapidly evolving AI capabilities.
• Apply practical approaches to driving consistent adoption at scale, including effective change management, push versus pull learning models, and the use of shared assets such as prompt libraries and pre-configured Copilot onboarding to build confidence, relevance and sustained usage across teams.
• Understand how leaders translate AI usage into tangible outcomes such as productivity gains, improved decision quality and operational efficiency, then how to build a credible ROI narrative that resonates with both executives and the wider business.
8:55 am - 9:25 am
EVENT PARTNER PRESENTATION | Reimagining Customer Experience Across the Entire Financial Services Value Chain
Angie Campos -
Head of Financial Services, GTM US,
ServiceNow
David Breakstone - Global Head of Wealth & Asset Management (GTM), ServiceNow
Customer experience in financial services is no longer defined by a single interaction - it's shaped by the entire operating model. From onboarding to servicing, every touchpoint is interconnected, yet many firms still operate in silos, creating friction for clients and employees.
This session explores how leading institutions are shifting to end-to-end engagement models that connect client journeys with workflows, data, and real-time decisioning. By aligning employee and customer experience, firms can reduce inefficiencies, improve transparency, and deliver faster, more consistent service - powered by AI and workflow orchestration.
• Experience is now an operating model and client outcomes depend on how well front, middle and back office workflows are connected.
• Employee experience drives customer experience: Fix internal friction systems, visibility, and manual work to improve client outcomes.
• Agentic AI isn't just automation - it's coordination. It enables real-time decisioning, transparency and proactive service across the entire lifecycle.
In financial services, trust is built or lost in seconds. Yet most marketing teams still rely on lagging data to optimize journeys that have already ended. This session explores how real-time behavioral intelligence enables marketers to identify intent as it happens, remove friction in high-value journeys, and convert engagement into measurable growth — without compromising trust or compliance.
Learn how real-time behavioral intelligence helps teams reduce friction, prevent drop-off, and build trust at scale:
• Why delayed insight causes missed conversion moments in critical BFSI journeys
• Moving from campaign optimization to in-journey marketing decisions
• Real-world examples of BFSI brands increasing conversion, retention, and lifetime value by acting at customer speed
The fastest-growing financial brands aren't guessing what customers want next — they're responding while it still matters.
As AI, automation and rising expectations reshape service delivery, employee experience is becoming one of the strongest predictors of CX success. This discussion explores how leadership are striving to build a culture, coaching model and technology ecosystem that helps frontline teams see themselves as empowered problem-solvers, not mistake fixers.
• Creating mindset shifts that foster ownership, curiosity and customer advocacy
• What should employers do to equip frontline staff with accessible knowledge, context and coaching
• Aligning performance measurement with problem resolution and empathy-led interactions
11:15 am - 11:40 am
GUEST KEYNOTE PRESENTATION | Don’t Let Friction Drag You Down! Here’s the Fix to Your Decision Bottlenecks
Zack Hamilton -
CX Thought Leader & Author,
Author of the Experience Performance System™
In a friction-driven economy, customer feedback alone is no longer enough. What increasingly defines experience - and performance - is the speed at which organizations translate insight into action. This session reveals why the next era of CX leadership hinges on eliminating friction drag and building agentic systems and operating models that convert insight into execution, so you can confidently answer the question – Are you delivering any value?
Unpacking friction drag and its ripple effects, you can:
• Discover the threat of how unaddressed friction can outpace customer acquisition and why legacy operating models are leaving value on the table
• Learn the new measures that matter, move beyond sentiment and vanity KPIs toward behavioral impact, causation and action‑driven value creation on the things that really matter to your business
• Explore how agentic systems can surface friction automatically, enabling teams to leap from problem to action with radical decision velocity
11:40 am - 12:10 pm
EVENT PARTNER SESSION | Beyond the Hype: AI That Delivers in High-Stakes Customer Moments
Nate Houghton -
Head of Sales, America,
Lorikeet
When customers file insurance claims, dispute fraudulent transactions, or need urgent payment help, they need real solutions fast - not FAQs or chatbots in AI doom loops. This session shows how leading financial services companies use AI to handle complex, high-stakes operations: claims processing, fraud investigations, card replacements, identity verification, and payment disputes. Learn how purpose-built AI maintains compliance while executing complete workflows across channels, with real results from fintechs providing exceptional customer experience at scale.
Description: In today's environment of shifting expectations and tighter budgets, the key question is: what's actually worth it in CX? This interactive think tank will challenge assumptions and explore what truly drives customer value in 2026 - from which experiences matter most to which metrics still hold up. Join peers for a candid discussion on trade-offs, ROI, and where to invest (or pull back) to make the biggest impact.
In this interactive lunchtime primer, Yesha Yadav, a leading expert in financial regulation and digital assets, equips CX and C-Suite leaders with a clear, practical understanding of stablecoins - without the hype.
Designed to set the stage for tomorrow’s “Preparing for a Stablecoin-Shaped Future” think-tank, this session demystifies stablecoin potential and why banks are paying attention. Attendees will leave better prepared with context, confidence, and foresight before the next wave of financial innovation reshapes customer expectations.
Yesha Yadav
Milton R. Underwood Chair & Professor of Law, Associate Dean and Robert Belton DVanderbilt University Law School
2:10 pm - 2:35 pm
KEYNOTE PRESENTATION | Operations & Customer Communications Meets Digital Product Development: Collaborating to Remove Friction and Deliver Seamless Digital Experiences
Anna Greenwald -
Chief Operating Officer,
LendingClub
This session brings to life how closer cross-functional collaboration can uncover hidden friction and radically improve customer journeys. Through a real-world case study, discover how deep analysis of customer interactions - from calls and enquiries to digital behaviour - revealed where experiences were breaking down and where smarter, more proactive communication could make the biggest impact.
By aligning customer insight with operational and product priorities, identify how you too can simplify journeys and introduce intelligent automation in ways that genuinely enhance customer experience – where stronger self-service and more joined-up digital experiences work for both customer and business.
• Learn how to use customer feedback, contact data and insight to pinpoint friction across customer journeys
• Establish proactive, insight-led communication and intelligently deployed automation to resolve issues before they arise to reduce the need for customers to make contact while enabling smoother, more intuitive use of financial products and services
• How operations, product and digital teams can collaborate to design seamless, scalable digital experiences
2:35 pm - 3:05 pm
C-LEVEL LEADERSHIP PANEL | Leading CX in a Market That Won’t Sit Still
Fara Remtulla -
Chief Operating Officer,
Brigit
Bernardo Meza - Chief Marketing Officer, UFCU
Senior CX executives navigate shifting economics, regulation, AI disruption, talent transformation and rising expectations - all while proving business value. Be a fly on the wall of a conversation on executive-level decision making balancing CX enhancement and prioritization, whilst facing the pressure to lower costs. Take back to your team actionable insights to:
• Define enterprise-wide CX ownership, influence and decision authority
• Balance short-term operational pressure with long-term brand and loyalty outcomes
• Embed CX into corporate strategy, investment prioritization and culture
• Identify what keeps CX leaders up at night - and what’s working
3:05 pm - 3:35 pm
EVENT PARTNER PRESENTATION | Customers Don't Want AI. They Want Resolution.
Juli Hendricks -
Director of CX,
CSG
David Pratt - Director of CX, CSG
Bank-Grade Orchestration in Fraud + Servicing Moments
Your customer just got a fraud alert. They're stressed. They want to know their money is safe — in the next 60 seconds, not after navigating three menus and repeating themselves to a bot that doesn't know them.
That moment is where banks win or lose trust. And right now, most AI is making it worse —not because the technology is wrong, but because the engagement is broken.
This session is an honest look at where orchestration fails customers in high-stakes banking moments and what changes when you get the engagement right. Real examples, real failures, real outcomes.
Leave with a framework you can actually use and one clear place to start.
AI-ready organizations aren’t built on perfect foresight, but on operating models designed to adapt as customer expectations and technology continue to evolve.
As AI accelerates transformation across financial services, the real challenge posed is how to do so efficiently - by rethinking how work is orchestrated across people, processes and technology to stay ahead of what’s next.
Join to gain from a practical discussion on how to design operating models that support effective human - AI orchestration, develop capability over time and create the foundations for sustainable, efficient, CX-led transformation.
• Explore what it means to be ‘AI-ready’ for transformation, from an operating model and organizational design perspective
• Understand how to orchestrate human capability, knowledge and decision-making alongside emerging AI tools
• Discuss how to prepare your organizations for AI-driven transformation without needing perfect clarity or full implementation today.
4:50 pm - 5:15 pm
KEYNOTE PRESENTATION | From Mission to Momentum: Growth From CX
Irina Long -
Senior Vice President, Customer Experience Research & Analytics,
Citizens
In an environment of rising customer expectations, uncover how journey mapping, the fundamental of CX, can be used at scale to inform better decision-making, align investment priorities and position CX as an enabler of meaningful changes in the new client onboarding. Focusing on onboarding as a critical growth and retention moment, this session explores how journey mapping can support your approach toward customer listening through cross-functional change enabling you to:
- Use customer journey insight to align teams across CX, operations, product and digital around the moments that matter most in onboarding.
- Translate identified onboarding journey friction into clear operational priorities and decision points on where you want to hear about the customer's experience.
- Embed journey mapping and VOC CX feedback as a shared, enterprise capability that connects culture, collaboration and data on roadmaps positioning CX as a strategic lever for sustainable growth.
5:15 pm - 5:45 pm
EVENT PARTNER PANEL | Implementing AI in Financial Services CX: Test Plans, Quality Bars & Humans in the Loop
Elizabeth O'Connor -
Senior Vice President of Operations,
Self Financial
Bill Gray - Senior Director, Operations, Self Financial
Nate Houghton - Head of Sales, America, Lorikeet
Bringing AI into customer experience often happens in stages for financial services teams. This session covers the practical decisions teams face: how to set a quality bar before going live, what a test plan looks like, where humans stay in the loop, and how to expand from one channel to the next. Bill Gray and Elizabeth O'Connor of Self Financial join to share what they considered, what they built, and what they saw in the early stages of launching AI CX at Self.
5:45 pm - 6:30 pm
CHAMPAGNE ROUNDTABLES
Rasheeda James -
Vice President of Client Services,
Americor
Gina Genovesi - Senior Vice President, Product Manager, Commercial Electronic Payments, Zions Bancorporation
Amy Stevens - Senior Vice President, Member Experience, GreenState Credit Union
In this roundtable session, we’re bringing together peers to explore the most critical opportunities and challenges of AI in BFSI today, where five focused tables mean you can take a deep dive into practical use cases, share lessons learned and debate strategic choices to determine how your organization drives efficiency, improves CX, stays compliant and invests widely in AI capabilities – whether in-house or outsourced.
Gina Genovesi
Senior Vice President, Product Manager, Commercial Electronic PaymentsZions Bancorporation
Crystal Collier - Executive Consultant, PTP
Gina Genovesi
Senior Vice President, Product Manager, Commercial Electronic PaymentsZions Bancorporation
