Day Two | Tuesday, 2 June, 2026
Day Two
8:20 am - 8:30 am
Welcome to Day Two of the 4th CX BFSI Exchange West!
Bryant Richardson -
Founder & President,
Real Blue Sky, LLC
Chairperson’s Opening Address & Personalization Polling
8:55 am - 9:25 am
EVENT PARTER PRESENTATION | Beyond L1: AI Agents That Automate the Real Work in Financial Services
Dimitri Masin -
CEO & Co-Founder,
Gradient Labs
Most AI agents max out at around 60% automation because they're built for L1 work like "I can't log in." In financial services, the real cost and pain of manual effort sits one layer deeper, in long-running processes like disputes, lending, and financial vulnerability. All under strict regulation, with no margin for error.
Drawing on Gradient Labs' production deployments with banks, fintechs and payment companies on both sides of the Atlantic, Dimitri Masin will walk through six learnings for finserv leaders looking to move past the pilot phase and put AI agents to work on the operations that actually move the needle.
8:30 am - 8:55 am
KEYNOTE CASE STUDY | Hyper-personalization & Designing Experiences That Feel Tailor Made
Bernardo Meza -
Chief Marketing Officer,
UFCU
Despite rising digital adoption, many financial experiences still feel standardized, transactional and interchangeable. Customers now expect relevance in every interaction - not just product offers, but tone, timing, channel and support.
• Move from demographic segmentation to behavior, intent and life-event understanding
• Bring personalization into self-serve, mobile and AI-enabled journeys
• Use journey insights to identify where tailored moments drive loyalty and trust
9:25 am - 9:55 am
EVENT PARTNER PRESENTATION | AI Agents in Financial Services: Real Results, Right Now
George Downey -
Senior AI Consultant,
NiCE
Financial institutions are facing a convergence of pressures — rising contact volumes, shrinking margins, regulatory complexity, and customers whose expectations have been shaped by the best digital experiences in any industry. In this session, hear how AI agents are moving from pilot projects into core service infrastructure: handling Tier-1 banking, lending, and insurance interactions at scale while keeping human advisors focused on what only humans can do. Through a customer case study with one of the world's largest banks — where outbound AI agents drove an 85% qualified handover rate and went live in three months — attendees will see a concrete blueprint for AI-first transformation. The session closes with a practical four-step framework for organizations ready to act: start small, prove safety, measure outcomes, and scale with confidence.
At a critical inflection point in the US market, where stablecoin legislation is now in place and the focus is shifting toward adoption across banks and financial institutions- the future of payments, accessibility and customer expectations may evolve faster than many teams are prepared for. This expert-led presentation and discussion invites leaders to examine how stablecoin adoption could redefine trust, reshape transaction design, transform servicing models, and influence competitive positioning - and what leaders must begin planning for today.
With Yesha Yadav, a leading financial regulation expert in digital assets, offering a unique vantage point on how current market structures are adapting to stablecoins, this session explores fundamental questions, including: in a payment system where customers have choice, how likely are they to opt for stablecoins - and what will their experience look like?
Stay ahead of this disruptive digital asset by:
• Exploring how faster, cheaper, borderless payments could rapidly elevate customer expectations
• Assessing the trust, education and transparency challenges customers may face and understanding how stablecoins maintain safety and soundness
• Preparing CX teams, service operations and digital channels for a new era of financial interaction shaped by evolving regulation and adoption trends
Yesha Yadav
Milton R. Underwood Chair & Professor of Law, Associate Dean and Robert Belton DVanderbilt University Law School
Discover how credit unions & community banks can strengthen member relationships and unlock sustainable growth through AI. This session explores how evolving to a member-centric operating model can enhance personalization, improve relationship-driven service and drive smarter engagement through data-led targeting.
Gain practical insight into building a responsible AI strategy and creating a realistic 12–18 month roadmap that balances innovation, trust, operational efficiency and measurable business growth in an increasingly competitive market.
11:45 am - 12:20 pm
LEADERSHIP PANEL | Choosing the Right AI for the Right CX Problem - Strategic Deployment for Maximum Impact
Anna Greenwald -
Chief Operating Officer,
LendingClub
Amy Stevens - Senior Vice President, Member Experience, GreenState Credit Union
Sanjoy Sarkar - Senior Vice President, Senior Director, Workflow Automation & Robotics, First Citizens Bank
Nathan Quezda - Senior Vice President, Consumer AI Product Management, Bank of America
Matt Mayo - Chief Banking Officer, Community Bank
With AI capabilities advancing faster than organizational readiness, senior CX leaders must make critical decisions about where automation belongs, where humans must remain central, and how both can work together to create meaningful value. This panel examines how financial institutions determine AI readiness, prioritize use cases, protect customer trust and ensure every investment delivers measurable improvements in experience, efficiency and competitive differentiation.
• Identify the CX journeys, functions and pain points most suitable for automation vs hybrid human-AI models
• Build evaluation frameworks that weigh efficiency gains, customer sentiment, regulatory risk and data sensitivity
• Determine ownership and cross-functional alignment for AI deployment in CX
• Measure ROI beyond cost savings, linking AI impact to margins, loyalty, retention and employee empowerment
Sanjoy Sarkar
Senior Vice President, Senior Director, Workflow Automation & RoboticsFirst Citizens Bank
12:20 pm - 12:45 pm
KEYNOTE PRESENTATION | GenAI-Enabled Customer Service: What Citi Learned Scaling Responsiveness
Sami Huovilainen -
Managing Director, Head of Next Generation Analytics, US Personal Banking,
Citi
Sami Huovilainen
Managing Director, Head of Next Generation Analytics, US Personal BankingCiti
1:20 pm - 2:00 pm
LUNCH NETWORKING BREAK
2:35 pm - 3:00 pm
KEYNOTE PRESENTATION | End-To-End Orchestration Across Customer, Employee & Operations Journeys
Sanjoy Sarkar -
Senior Vice President, Senior Director, Workflow Automation & Robotics,
First Citizens Bank
As GenAI and automation evolve, competitive advantage is shifting from isolated use cases to how seamlessly capabilities connect across the organization. This session explores how leaders are unifying automation across customer, employee and operational journeys to drive measurable enterprise impact.
• Design connected operating models by aligning governance, ownership and cross-functional collaboration to move beyond siloed automation initiatives.
• Enable seamless orchestration across business units to support faster, smarter execution.
• Learn how you can maximize automation ROI through delivering consistent experiences, improve efficiency and unlock greater value from automation investments
Sanjoy Sarkar
Senior Vice President, Senior Director, Workflow Automation & RoboticsFirst Citizens Bank
