Day One | Monday, 16 March, 2026
Day One
8:20 am - 8:30 am
Welcome to the 4th CX BFSI Exchange West!
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 -
Senior Director Business & Tech Optimization,
KeyBank
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 - 9:20 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
9:20 am - 9:50 am
EVENT PARTNER PRESENTATION | Learning from BPO Leaders Using AI to Elevate Service, Scale and Smart Technology Choices
As AI maturity accelerates, many financial institutions are still determining which platforms, use cases and deployment models will meaningfully improve customer and employee experience. BPOs, operating across diverse clients and industries, offer a unique vantage point into what works, what doesn’t and how to operationalize AI at scale. This session uncovers practical lessons CX leaders can apply when selecting, implementing and optimizing AI solutions.
• Real examples of AI improving service quality, speed, accuracy and agent empowerment
• Frameworks BPOs use to evaluate and recommend the right AI platforms for business needs
• Coaching strategies for helping frontline teams adopt, trust and excel with AI tools
• Avoiding common missteps in AI rollout, integration, governance and measurement
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
12:25 pm - 12:55 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.
Customers don’t wake up wanting to call their bank but want answers, actions and reassurance in seconds. Yet every click removed or shortcut offered forces institutions to confront a deeper question: how much risk are we willing to take in the name of effortless experience? This discussion explores how to balance empowerment and protection, and make evidence based decisions about when to simplify Vs when to safeguard and when a human touch is essential.
• Build decision frameworks that weigh customer effort, regulatory exposure and business value
• Identify which authentication, verification and policy steps create unnecessary friction
• Use data, journey insight and controlled experimentation to validate risk-based simplification
• How to better partner across risk, legal and compliance to co-design self-serve that is safe, seamless and scalable
Yesha Yadav
Milton R. Underwood Chair & Professor of Law, Associate Dean and Robert Belton DVanderbilt University Law School
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
3:20 pm - 3:45 pm
KEYNOTE PRESENTATION | Let Automation Do the Heavy Lifting: How to Reclaim Time, Talent & Efficiency by Scaling Employee AI Adoption
Wes Herzik -
Executive Director, Human Experience, Enterprise AI Transformation & Operations,
JPMorgan & Chase & Co.
Across financial services, brilliant people are still spending far too much time not actually serving customers. Employee-facing AI tools offer a golden opportunity to lift the burden of manual, repetitive work - but productivity doesn’t improve by default. To deliver impact, these tools must be trusted, adopted and scaled.
Join this session to hear how JPMorgan Chase & Co. is approaching employee-facing agentic AI to ensure talent is focused where it creates the greatest CX value.
• How to pinpoint manual processes ripe for automation
• What it takes to scale AI effectively - driving adoption, enabling change management, and how to predict and prepare to overcome early challenges before productivity KPIs and ROI are realized
• How to measure efficiency gains, error reduction, speed improvements and CX impact to demonstrate meaningful ROI
Wes Herzik
Executive Director, Human Experience, Enterprise AI Transformation & OperationsJPMorgan & Chase & Co.
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.
5:30 pm - 5:50 pm
KEYNOTE PRESENTATION | How to Win Friends & Influence People? Why Human-Led Tech Transformation Is the Key to Customer Centricity
Lindsey Ogan -
Chief Marketing Officer,
Stride Bank, N.A.
Customer centricity means knowing how to align internal structures, break down silos and balance competing priorities around a shared, customercentric
way of working….and it’s easier said than done.
Scaling customer-centric tech transformation and proving ROI takes consistency and human effort - the tech won’t just do it itself. With leadership qualities in
tow, you can have the confidence that your efforts will move beyond good intentions to bring customer centricity across all business units with certainty.
Make your customer-centric transformation stick by:
• Defining your brand promise to create shared understanding, common language and aligned goals focused on customer outcomes
• Elevating your skills and psychological insight to effectively drive change among leaders and decisionmakers
• Understanding the value of consistency and leadership style in driving transformation - technology can amplify customer centricity, but people must lead it to achieve meaningful outcomes
5:50 pm - 6:30 pm
CHAMPAGNE ROUNDTABLES
Irina Long -
CX Research & Analytics,
Thought Leader
Rasheeda James - Vice President of Client Services, Americor
Gina Genovesi - Senior Vice President, Product Manager, Commercial Electronic Payments, Zions Bancorporation
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
Yesha Yadav
Milton R. Underwood Chair & Professor of Law, Associate Dean and Robert Belton DVanderbilt University Law School
Yesha Yadav
Milton R. Underwood Chair & Professor of Law, Associate Dean and Robert Belton DVanderbilt University Law School
Yesha Yadav
Milton R. Underwood Chair & Professor of Law, Associate Dean and Robert Belton DVanderbilt University Law School
Yesha Yadav
Milton R. Underwood Chair & Professor of Law, Associate Dean and Robert Belton DVanderbilt University Law School
Yesha Yadav
Milton R. Underwood Chair & Professor of Law, Associate Dean and Robert Belton DVanderbilt University Law School
