Danielle Battleson-Porterfield

Executive Director - Customer Experience JPMorgan Chase & Co.

Day One

8:30 AM KEYNOTE PANEL DISCUSSION: How to Connect with Customers Digitally

As financial services accelerate digitalisation, many organisations are increasingly delivering self-serve journey efficiency - but not always deeper connection. Customers don’t experience life in linear paths, and neither do their financial needs. From moments where speed and self-service matter

most, to moments that are complex, emotional or deeply personal, digital experiences need to flex with both context and channel.

This panel explores how leading organisations are operationalising customer connection, using real customer interactions to continuously shape product design and service models. Learn the why and how behind new responsive and empathetic digital experiences and how connection can be designed

into systems, not left to chance.

• Learn how to design digital experiences that adapt to customer context to meet customers where they are.

• Uncover when speed, automation and self‑service truly add value, and when human support is the better choice.

• Be able to embed empathy at scale into digital product and service design.

• Take away practical methods for turning real customer interactions into insights that drive continuous improvement.

3:15 PM FIRESIDE CHAT - Ethical & Customer First UX: What Does it Take to Design Digital Touchpoints for Trust?

With customers’ perceptions often diverging from product realities, how can financial institutions design digital experiences that truly meet customers where they are? This discussion examines how to create transparent, ethical and accessible journeys that close the gap between expectation and experience – and moving beyond theory to strengthen commercial team buy-in to customer-first design principles. Discussing the ‘how to’ towards:

• How can UX frameworks ensure customers experience is received as seamless & intuitive?

• How can we better understand the psychology behind customer beliefs to identify and address misconceptions across online customer journeys?

• How can CX and commercial teams be aligned to merge ‘right by the customer’ with ‘right by the business’?

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

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