October 14 - 16, 2019
Intercontinental Miami, Miami, FL

Media Center

Featured Downloads

Customer Experience Exchange Investment Priorities 2018

North America's top CX executives in the Banking, Financial Services & Insurance have shared with us the top investment priorities which are shaping their strategies over the coming 12 months. Download this infographic to find out more!

CX BFSI Investment Priorities 2019

We surveyed our network of CX leaders within banking, financial services and insurance to discover where they’re investing their budgets over the next 6-12 months. Not only did they outline their immediate investment needs* but also outlined their investment interests in areas they are wanting to ...

Post-Event Report: CX BFSI US Exchange October 2019

The CX BFSI US Exchange (October 2019) was our biggest event yet in the series. Download the Post-Event Report for an insight into what happened over the 2.5 days including the senior level CX leaders who attended, the key takeaways, sessions highlights and much more!

Customer Experience Leaders' Top 10 Investment Priorities

Ahead of the Customer Experience Exchange for Financial Services, we surveyed our elite group of customer experience leaders attending the event to understand their biggest CX challenges, and which tools and solutions they plan to invest in over the next 6 - 18 months to build customer trust and ...

The Changing Face of the Financial Services Customer

Nowadays customers are more savvy than ever before. Whatever their purchase, customers want their experience to be consistent, with their problems solved quickly, and with full transparency. Financial Services across North America have woken up to this and ar ...

Future Trends Report

The pace of change within the BFSI sector is increasing at a very fast rate, with disruptors around every corner. It’s now common knowledge that companies offering only out-dated solutions to customers will become irrelevant incredibly quickly. If you’re not online, mobile-friendly and abl ...

BFSI Investments: The CX Report

North America’s top Customer Experience executives within the Banking, Financial Services and Insurance industries have shared the challenges and investment areas that are shaping their 2018 strategies in this definitive guide into CX budget assignment. The proliferation of new technologies and t ...

Interviews with Industry Leaders

Maura Hunter, SVP Customer Experience, Fidelity

Maura Hunter takes us through her key elements for success in a customer experience strategy, and how to integrate customer experience into the DNA of your organization. She tells us the importance of getting employees onboard with your customer experience strategy, and how to connect with the customer on their...

Dan Balistierri, Vice President, Global Service & Experience, MasterCard

In this exclusive interview Dan discusses which aspects of a loyalty scheme attributes most to a great consumer experience, how the financial sector is dealing with an increasingly digital world and which are the most important elements when designing a great omnichannel strategy. Dan also shares the three most important...

Interview with Michael Marx - VP Market Intelligence, Visa

Michael Marx, VP Market Intelligence at Visa, talks about how 'Generation z' will and won't change the customer experience paradigms that we are used to today.

Interview with Craig McLaughlin, CEO, Extractable

Craig McLaughlin, CEO of Extractable, talks about the importance of developing a skilled customer experience workforce across all departments.

Interview with Carolyn Pullen - SVP of Customer Solution Center, OneMain Financial

Carolyn Pullen, SVP Customer Solution Center at OneMain Financial


Cindy Chastain, Mastercard, SVP, Group Head, Customer Experience and Design

We caught up with Cindy Chastain from Mastercard who shared some of her insights into how to successfully guide the transformation of customer experience in order to differentiate your brand. She advocates the importance of design and predicts that this will become more and more prevalent in the future. She...

Jennifer Watkins, Global Head of Customer Innovation& Foresight, AXA

Jennifer Watkins from AXA shared her insights into innovation in customer experience, and how to create a seamless customer experience across all channels. She recommends the importance of involving employees in your customer service vision, and having the skillset to enable change in your organization. Watch our interview with her...

Jeronimo De Miguel, VP Branding & Creative, ManuLife

Jeronimo De Miguel from Manulife tells us about the significance of a strong brand image and how brand ambassadors can have a positive impact on your organization. He reveals the message behind Manulife’s latest brand campaign, “Are You Ready?” and how this reflects the need to connect with customers on...

Kristin Julbert, Director, Client Experience & Business Process, BBVA Compass

We caught up with Kristin Julbert who offered her insights on what makes a successful metric strategy. She tells us how her team use the data available to them to identify what actions are necessary to improve the customer experience, and then follows through to ensure these actions are happening....

Henry Edinger, Chief Customer Officer, Travelers

Most companies struggle to achieve their customer experience goals due to other projects that may potentially be perceived as ‘higher priority’. It’s imperative to empower employees across all departments, whether customer-facing or not, to deliver products and services designed for the customer of today and the customer of tomorrow. Henry...

Personalization vs Automation

Customers are engaging with FS organizations in a much more sophisticated way than ever before, with the emergence of digital handing the power directly to the customer. But how are organizations using emotional engagement, personalization, even individualization in the fight to remaining competitive? How are the biggest FS players delivering...

Welcome to Digital Disruption

Buying behavior have forever changed with customers in all markets. As a result, financial firms now need to compete with a whole new kind of ‘great’ experience. Ulrika from Lithium takes the audience through how FS organizations can allow customers to take charge through digital.

Customer Experience Exchange for BFSI Post Event Report 2017

This post event report outlines these and many more central themes that arose from discussing the challenges and trends driving high levels of investment across the broad technology and service provider landscape. With exclusive presentations, statics and insight from the Exchange, we hope you find this report useful!


Lawrence Hodgson and Gordon Sexton, Genesys

In this presentation, Lawrence Hodgson and Gordon Sexton of Genesys explore how blending automation with AI and the human touch  can deliver the most efficient and ideal customer experience.

Brandon Sailors, Executive Director, Head Of Financial Services, CSG

This presentation demonstrates why true digital transformation requires a balance between technologies, such as AI and Chat Bots, and a seamless, personal Customer Service Agent experience.

Donna Peeples, CCO, Pypestream - Opening Remarks Day 1 of CX BFSI USA 2018

Donna Peeples, Chief Customer Officer of Pypestream, opens up CX BFSI USA 2018; going through the key points that were covered across the two day event.

Donna Peeples, CCO, Pypestream - Opening Remarks Day 2 of CX BFSI USA 2018

Donna Peeples, Chief Customer Officer of Pypestream, opens up the second day of CX BFSI USA 2018 and outlines what topics will be explored during the event.