Matt Mayo

Chief Banking Officer Community Bank

Matt Mayo is Chief Banking Officer for Community Bank, a $5 billion financial institution with 56 offices across Mississippi, Alabama, Florida, and Tennessee. With almost 30years of experience in banking, he serves on the Bank’s Executive Management Team and Board of Directors, where he oversees Enterprise Risk, Operations, Information Technology, and Innovation. Mayo leads transformation at the intersection of banking, technology, and people. He is actively guiding Community Bank’s journey into generative and agentic AI, technology modernization, and data integration—always with a focus on aligning innovation with purpose, privacy, and performance. His philosophy is that AI should augment people, not replace them; and that innovation in banking must remain secure, explainable, and regulatory-aligned. A graduate of the University of South Alabama (B.S. in Banking), Samford University (MBA), and the Graduate School of Banking at LSU, Mayo has built his career on both strategic leadership and practical execution. He is committed to preserving the relationship-driven values of Community Banking while preparing his organization for a future where staff are empowered by insights, customer experiences are personalized and proactive, and decision-making is faster and smarter.

Day One | Monday, 16 March, 2026

11:05 AM THINK TANK | How Can We Better Empower the Frontline?

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

Day Two | Tuesday, 2 June, 2026

9:25 AM LEADERSHIP PANEL | Choosing the Right AI for the Right CX Problem - Strategic Deployment for Maximum Impact

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

Check out the incredible speaker line-up to see who will be joining Matt.

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