Understand the personalization challenges, queries, and trends and experienced by your peers as we kick-off with an interactive poll.

Ahead of the conference you will be able to submit your dilemmas, queries, and expectations for personalization strategies and practices across the banking, insurance, and financial services sector. Participate in this session to benchmark with and learn from your industry peers!

2025 proves to offer advanced developments for various AI tools and, with this, delivers opportunities to enhance how customers receive, discuss, rate, and compare their experiences.

As customer-centric leaders across the BFSI space, this session will offer a deepdive perspective from a wealth of experience which will leave you with all the right questions when developing your necessary, and realistic, next steps in AI when delivering exemplary customer experience.

• Identifying tools which will engage your most lucrative demographic

• Advancing your most costly processes to empower customer-facing employees

• Delivering personalized experiences from world-class customer insights

• Utilizing the right customer data to its full potential

Is the weight of legacy technologies holding your financial institution back in time?

In the ever-evolving financial services landscape, the burden of disconnected people, processes, and technologies hinders the delivery of frictionless customer service.

Join ServiceNow’s financial services experts to discover how you can transform IT success into AI-driven customer service victories across onboarding, servicing, disputes and more.

Customers expect the same degree of personalization from their financial service providers as their favourite retailer. Organizations are continuously accumulating masses of data allowing for furthering tailoring potential. However, so much information creates challenges when knowing which data to use and furthered with scalability potential.

This panel will explore and deliberate personalization possibilities and the steps which can be taken to retain the best return from your customer data:

• Prioritizing insights most reflective of target customer wants and needs

• Utilizing AI tools to select and scale personalization strategies

• Scaling successful solutions to retain your customer base

David Benavides III

SVP Head of Consumer Digital Servicing & Capabilities
KeyBank

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Chelsea Lawley

Managing Director, Digital Analytics
Charles Schwab

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Jeffery Carson

Vice President, Journey Analytics & Operations
Synchrony

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Many financial organizations have goals for improving Customer Experience (CX) across their websites and mobile apps. To do this effectively, brands must build better approaches to understanding and remembering consumers and their preferences, even when they aren’t logged in.

While that is the utopia, the reality is that many FIs will take different paths as they sort out the gaps, challenges, and roadblocks they face when trying to build a program focused on building better experiences for their consumers.

This session will give you some insight into:

• The pitfalls and challenges brands face as they try to go from crawling to running in the CX space 

• Stories from the field looking at 3 different types of CX improvements while using a few different technology platforms, and key learnings

• Key takeaways for how to think about best solving for and ensuring that your CX goals are never hindered by bad data or limited technology

An opportunity for you to join a roundtable discussion directly suited to your current position in adopting AI and leveraging its potential. Whether at the beginning of your journey or advanced in your implementation process, there is a discussion group for you to participate in.

Customers are increasingly expecting the ability to switch the means they access their finances as seamlessly as they can order products online and collect in-store. From opening accounts in-store and managing them online to being a predominant mobile app user with ad-hoc issues only support staff can assist with, none of your end-user needs are the same and your channels will need to facilitate this to retain user interest.

This case study will delve into the lessons learned, gaps identified, and markets accessed through creating a collaborative ecosystem for end-users.

• Integrating centralized services to facilitate omni-channel access

• Incorporating solutions which support your employees when servicing your customers

• Providing teams with centralized tools to reduce errors and increase customer satisfaction

Abhimanyu Singh

SVP Digital Commerce
Truist

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In the realm of banking, wealth, and asset management, there exists a profound opportunity to amplify productivity. This is achievable 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, you are at risks of lag due to years of the sectors’ technological neglect. This has already been seen in convoluted

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

These challenges are pushing your bankers, financial advisors, and operations personnel to their limits. By joining, you will explore the game-changing potential of

how AI-driven generative technologies are poised to reshape the future landscape of the financial industry.