Producer's opening address and housekeeping

Chair's opening remarks and introduction

With great economic uncertainty, growing regulations, and employee expectations, innovation needs to be at the core of enterprise operations. Consumer retention during this period, and for the future, will require a combination of building digital relationships and changing employee expectations to align with new goals.

Join us as we explore:

• Reimagining the expectations of your future teams to deliver specifically to your customer expectations

• Evaluating the role of online and in-branch to make investments with successful ROI

• Defining our CX programme to best align resources and prioritize next steps

• Consolidating data to drive focus whilst remaining adaptable with changing regulations

David Whitehead

VP Claim Customer Support
The Hartford

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Increased security, tighter regulations and improved data protection are all in place to protect consumers as well as companies. But do they stand in the way of customer excellence? Is it possible to improve all three without jeopardizing the customer journey?

In this keynote we will look at the technologies and processes that are enabling an improved experience despite the overall purpose being security.

• Exploring the power of the app in providing both personalized, and safe experiences

• Assessing the challenges facing human agents to provide quick and efficient service without automatic access to solutions

• Unlocking the untouchable when it comes to security over experience through emerging technologies

Sponsored by: Telesign

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Customer experience should never surpass that of your employees. If employees are feeling strain and stress, customers will feel that, making investment redundant and targets unachievable. However, if your employees feel the goals and drive of the business, so will the customers.

Learn how through shifting accountability from your insights and CX back-office teams you can prove achievable ROI from your CX activities; avoiding a constant need to justify your teams' existence. By instead driving the utilization of effective investments across departments you can be sure to deliver innovative internal processes to differentiate across an increasingly competitive landscape.

Trish Wethman

Chief Customer Officer
Best Egg

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In the realm of banking, wealth, and asset management, there exists a profound opportunity to amplify productivity through technology while maintaining a delicate equilibrium between prospecting and delivering tailored advisement and service to a burgeoning clientele. Despite some strides in productivity enhancement, the sector lags due to years of technological neglect, resulting in convoluted processes, manual

tasks, disjointed systems, and an overwhelming burden of compliance obligations.

These challenges are pushing bankers, financial advisors, and operations personnel to their limits. We will explore the game-changing potential of how AI-driven generative technologies are poised to reshape the future landscape of the financial industry.

Sponsored by: ServiceNow

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AI is on everyone’s agenda as the industry plans and prepares for the future of CX delivery in an increasingly digital age. From internal chatbots to personalized individual customer outreach, AI potential is endless; so how are you going to use it?

Through this panel we will debate and consider:

• Positioning AI as a tool in employee skillsets to better resolve at the front-line of customer service

• Utilizing Your Data and Customer Analytics to Benefit from Gen AI Potential

• Making an informed decision for build vs buy when tailoring solutions for your end-consumers

• Eliminating fraud and managing client authentication risk in an increasingly vulnerable market

Tim Ferrio

Chief Experience Officer
Team Once Credit Union

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Shruti Basavaraj Ahluwalia

Head of CX Strategy, Citi Branded Cards & Unsecured Lending
Citi

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Aud Jucaitis

SVP NextGen Enterprise Transformation
KeyBank

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In an age where customers are increasingly connected and digitally ‘on’, this is the perfect time to take advantage by transforming how you connect and engage. Furthermore, with increasing risks and concerns across this sensitive sector, your consumers are looking for security reassurance now more than ever.

Here we will consider how implementing transformation technologies can allow you to become fully integrated to revolutionize mobile experiences by removing limitations. Join this session to learn how others in the space are reaching customer in every corner of the globe.

Sponsored by: Syniverse

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Our closing Day One Keynote welcomes the notorious Jordan Belfort, aka The Wolf of Wall Street. In the 1990s, Jordan Belfort built one of the most dynamic and successful sales-organizations in Wall Street history. To this day, his proprietary sales-training techniques and daily motivational speeches are the ‘stuff of legend’— earning him a reputation as a ‘motivator without peer’.

With his books The Wolf of Wall Street, Catching the Wolf of Wall Street, The Wolf of Investing, and most recent Way of the Wolf, Jordan has mastered the art of persuasion, influence, and success; and now you can, too!

During this exclusive presentation, Jordan will dive into:

• Tapping into customer wants and needs

• Reflecting customer language to close the deal

• Positioning yourself as the only option for your target market

• Mastering the art of effective communication

Jordan Belfort

The Wolf of Wall Street
Jordan Belfort

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