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

Welcome to the CX BFSI Exchange USA on-demand videos!

#CXBFSI Presentation with CSG: Addressing Your Business’s Biggest Financial Risk: Fragmented Customer Experiences

  • Harmonizing disparate systems and data to mitigate the risk of fragmented customer journeys
  • Identifying all your touchpoints in order to surface your biggest opportunities for improvement
  • Leveraging data-driven orchestration to engage the customer throughout their journey

#CXBFSI Presentation with Eastern Bank: Fintech Is Here To Stay, Why Compete When You Can Collaborate

  • Examining the budgetary, legal and regulatory challenges that have impeded API adoption and eliminating them by including these teams in the design phase
  • Overcoming the language gap between incumbent providers and next generation fintechs with a cohesive approach
  • Exploring the value of data standards in scaling safe data aggregation
  • Gaining the buy in of senior leadership teams by translating the value to a language they understand
  • Setting innovation challenges for all employees to encourage a culture of critical thinking and idea generation
  • Identifying the right process to execute your project with the best interest of the customer in mind, whether that is an internal build or a collaboration with external vendors


#CXBFSI Presentation with US Bank: The Curious Case Of Hybrid Working: Evaluating Your Return To The Office Strategy

  • Redefining roles to create the right hybrid-working model, which will not only encourage productivity, but also drive employee satisfaction
  • Accounting for the continuously changing habits of customers and employees and measuring change effectively, to continually improve processes
  • Resetting the expectations of your teams, to reflect the trust required to work remotely
  • Ensuring employees have the right tools and training to build loyal, long standing customer relationships in a digital first world

#CXBFSI Presentation with Quantum Metric: Below the Surface: Pairing VoC with Experience Feedback

  • Taking action to close the digital customer feedback loop
  • Aligning executives and cross-functional teams with customer needs
  • Increasing customer satisfaction scores by addressing priorities before they are reported

#CXBFSI Presentation with Northwestern Mutual and Signavio: Morning Masterclass - Bridging Your Experience Gaps

  • Examining every stage of your customer journey, to identify fracture points and analyze gaps in experience
  • Demonstrating ROI from CX investments from a foundational level
  • Streamlining back end processes, and utilizing technology to create a seamless experience for your customers
  • Understanding the necessary elements to creating a culture of customer centricity
  • Working effectively with third party solution providers to maximize external investment

#CXBFSI Presentation with GetFeedback: Become A Chameleon: Adapting Your Approach For Changing Customer Personas

  • Providing personalized data driven services like text alerts and recommendations to improve customer’s financial behaviours
  • Exploring technology such as AI/ML/Big data • Inducing a positive emotional response though gamification
  • Unearthing gaps in experience, customer needs and gripes by digging deep into data

#CXBFSI Presentation with EasySend: Rethinking The Customer Journey To Create A Faster, More Holistic Digital Experience You Can Scale

  • Removing friction points by turning manual tasks into digital customer journeys to provide the seamless experience expected by your customer
  • Simplifying and accelerating the digitization process via EasySend’s no code drag and drop builder - your digital app is ready to seamlessly integrate with legacy systems and third party suppliers in a fraction of the time it would take an internal IT department to build
  • Breaking down organizational silos to create a holistic view of your customer journey


#CXBFSI Presentation with Bob Buiaroski, SVP Global Clients COO from State Street: Uniting Your Organization To Build A Culture of Customer Experience, Expertise & Excellence

  • Shifting culture to encourage an open, collaborative approach to problem solving – allowing employees at all levels of the organization to own their connection to the customer
  • Developing effective measures of cultural change and transforming KPIs to go beyond the transactional and measure key aspects of your customer relationships
  • Transforming leadership mind-sets to help tie your customer experience to organizational value
  • Overcoming organizational and data silos to create a user friendly and holistic ecosystem that results in positive experiences for both employees and customers

#CXBFSI Presentation with Smart Communications: Delivering Empathy at Scale: How Banks Are Re-Imagining Digital-First Customer Conversations

  • Learn how banks can make changes to deliver better convenience, speed and personalization.
  • Use existing data and real-time customer behaviour to orchestrate an interaction, such as a loan application or request for forbearance, with an omnichannel approach
  • Speed up turnaround time by reducing paper and manual work involved in your forms processes
  • Improve interactions with financial advisors and contact centers, building loyalty instead of frustration
  • Gain insights on how to optimize self-service and deliver real-time, on-demand communications that are fully compliant