7:30 am - 9:15 am Registration and Networking Breakfast

8:15 am - 8:25 am Opening Remarks

8:25 am - 8:45 am Lessons Learned Discussion Tables

8:45 am - 9:15 am Delivering Personalized Care Through Rejecting Homogonized Service and Care

9:15 am - 9:45 am SIMPLIFYING AI: UTILIZING CONVERSATIONAL AI TO RESOLVE AN ARRAY OF SELF-SERVE ISSUES

11:00 am - 11:45 am Optimizing Through Personalization: How Does your Targeted Customer Experience Differ Across Industries?

Lola DeMoon - VP of Customer Experience & User Experience, BMO
Sapana Nanuwa - Chief Marketing Officer, Galway Holdings
Ayesha Mathews Wadhwa - Senior Director, Head of Global Brand Experience, Nium

11:45 am - 12:15 pm Game Changing Customer Journeys: Attaining Synergy Within & Between Your CX Functions

3:05 pm - 3:50 pm Allowing for Seamless Experience Through Omni-Channel Capabilities

3:05 pm - 3:50 pm Driving CX Mentality & Member Experience for Customer Loyalty

3:05 pm - 3:50 pm Enhacing End User Experience Through Intuitive Personalization Tools

3:05 pm - 3:35 pm Leveraging AI to Onboard the Opportunities of Fintech Partnerships

Tonya Perez - Chief Experience Officer, USC Credit Union

3:05 pm - 3:50 pm Unifying Contact Centre Technology for Greater Self-Service Through Incorporating Data & AI

Seun Aiyese - Chief Operating Officer, First City Credit Union

5:05 pm - 5:50 pm Discovering Data: Making Data Your Most Valuable Asset for Future Decision-Making

Andrew Thompson - VP Manager Client Experience Measurement & Insight, BOK Financial

5:50 pm - 6:20 pm Modernizing with your Clientele: Transforming the Potential of Your Digital Landscape for Services at Scale

6:20 pm - 6:30 pm Chairperson’s Closing Remarks

6:30 pm - 8:30 pm Drinks Reception