NORTH AMERICA'S PREMIER INVITATION-ONLY MEETING
FOR CX LEADERS IN FINANCIAL SERVICES
📅 oCTOBER 15-16, 2024
📍 InterContinental Miami, Florida
CX Exchange for BFSI Day 2
8:00 am - 8:30 am
Registration and Networking Breakfast
8:30 am - 8:40 am
Chairperson's Opening Address
Building an Authentic, Customer-First Brand Through Employee Engagement, Key Metrics and Cultural Transformation
8:40 am - 9:10 am
Establishing Business Transformation with a Customer Experience Lens
Hilda Fassihi -
Head of Business Transformation Customer Advocacy and Insights,
TD Bank
Integrating customer-centricity is fundamental for a centralized, strategic enterprise in what is undoubtably an unpredictable market. By removing silos teams can integrate solutions, better access critical client information, eliminate growing risks of lost customers.
During this opening session you will explore how a bank-wide initiative allows effective utilization of data and, more importantly, raises the profile of CX across senior leadership.
9:10 am - 9:40 am
Digital Identity: the Key to Fraud Detection & CX
Whether you’re focused on trying to better understand who your consumers are when they aren’t logged in, building better experiences in your digital channels for all consumers, or protecting your consumers from fraud in real-time, the underlying need is better digital data to make that happen. Join us as we dive into leveraging digital identity to improve digital journeys and fraud detection.
Sponsored by: Celebrus
9:45 am - 10:15 am One-to-One Business Meetings
10:20 am - 10:50 am One-to-One Business Meetings
10:55 am - 11:25 am One-to-One Business Meetings
9:45 am - 10:15 am Networking
10:20 am - 10:50 am Conversational AI as a Tool for Internal & External End-Users
10:55 am - 11:25 am Networking
Leveraging Real-Time Analytics and Data to Gain a 360 View of the Customer for a More Personalized and Simplified Experience
11:30 am - 12:10 pm
Voice of Customer Panel: Investing in Your Customer Facing Teams for Immediate Resolutions & Results
Sasha Klenova -
AVP - Customer Experience, NPS and Research,
John Hancock
Jesse Slovenec - Head U.S. Consumer Segment Strategy & Management, BMO Financial Group
Ashley Eknaian - Chief Digital Officer, Eastern Bank
• Aligning your cx channels to your most profitable and targeted segments for achievable ROI
• Educating internally to drive cross-functional collaboration with the aim of expanding your customer bases
• Leveraging the voice of your employees for frontline customer feedback
• Appealing to the masses whilst remaining focused on specific consumer markets
12:10 pm - 12:40 pm
Transforming Feedback Into Action
We live in a world where every customer expects to be heard. And that’s a good thing. A variety of different platforms and social media apps are right there at their fingertips, where they can share their experiences–good and bad. The question is, are you listening to your customers? And are you taking action?
• Importance of understanding customer needs & expectations to gain deeper market knowledge and create winning products faster
• Utilizing a Customer Journey Map to assess interactions and develop a survey plan
• Connect data to streamline feedback analysis and enable a data driven roadmap
• Continuously monitor journey to evaluate how customers are responding to product concepts and feature ideas
12:45 pm - 1:15 pm One-to-One Business Meetings
1:15 pm - 2:05 pm Networking Lunch
2:05 pm - 2:35 pm One-to-One Business Meetings
12:45 pm - 1:15 pm Balancing Regulatory Requirements and Friction Points with Client Experience
1:15 pm - 2:05 pm Lunch & Learn
2:05 pm - 2:35 pm Employee Engagement: Nurturing Your EX to Guarantee Profitable CX
Ray Harris - SVP Senior Director of Client Success, First Citizens bank
2:40 pm - 3:10 pm
Collating Data for Experience Transformation Whilst Mitigating Risk
Data hosts an abundance of potential, but the more you collect and store brings building challenges. To leverage customer insights and prioritize new opportunities, it is fundamental to invest in evolving, and scalable, technologies; choosing the right one being even more so. However, new prospects offer larger threats, and the regulations in place to manage these are constantly evolving and increasing in security protocols.
This session will consider how you can map your data journey and coordinate teams to make the most of your data without jeopardizing customers.
3:10 pm - 3:40 pm
EX for CX: Elevating Employee Experience for Customer Centricity
Robert Sims -
SVP Retail Services,
Greylock Federal Credit Union
Any experience leader knows that to achieve optimal customer experience, employee experience needs to be perfected first. So how do you make sure your C-suite and wider organization see the benefits and ROI potential?
During this session we will discuss and deliberate how you can position the value of investing in employee experience to your wider business, and make it your most value tool for customer satisfaction and retention.
