Michael Schoone

Senior Vice President, Head of Operations & Customer Support Green Dot Corporation

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

12:25 PM KEYNOTE PRESENTATION | Turn Regulation into Results: Rethinking Complaints to Drive Engaged CX

Regulatory pressure is intensifying - but complaints management shouldn’t be viewed purely as a compliance cost. When approached strategically, complaints become a powerful operational lever: addressing regulatory complexity, cutting avoidable contact and strengthening trust. In this session, explore how forward-thinking institutions are transforming end-to-end complaints programs into engines for efficiency, retention and measurable CX improvement.

• Uncover how to design a complaints framework you can take back to your team to reduce backlog and meet rising regulatory expectations with greater confidence.

• Learn how to turn complaints data into a strategic asset - equipping you to optimize processes, prevent repeat failures, lower cost per contact and protect customer loyalty before attrition occurs.

• Gain practical approaches to shift from reactive firefighting to proactive prevention, helping you reduce inbound demand, strengthen engagement and clearly evidence ROI from investments into compliance

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

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