CXFS 2024
July 15 - 16, 2024
The Westin Copley Place, Boston, MA
Day One Monday, July 15, 2024
Supporting A CX Transformation Throughout Your Organization
7:00 am - 8:00 am
Breakfast & Registration
8:00 am - 8:10 am
Welcome Remarks and Opening Ice Breaker
Charleen Ring -
Event Director,
CXFS
8:10 am - 8:20 am
Chairperson’s Opening Address
8:20 am - 8:40 am
Opening Keynote: Why User Research is Key to Understanding Your Customer
Richard Charette -
Chief of Staff, Digital Research & Strategy,
Wells Fargo
8:40 am - 9:10 am
Panel: Strategies for Collaborations – Aligning Teams to Create Frictionless CX and A Customer-Centric Culture
Rich Dorfman MBA -
VP, Customer Experience,
Eastern Bank
Courtney O'Regan -
SVP, Director of Marketing,
Middlesex Savings Bank
Joshua Wright -
VP, Product Development,
Mastercard
Trish Wethman -
Chief Customer Officer,
Best Egg
For our first engaging panel of the day, gain insights into proven strategies for aligning diverse teams within your organization to seamlessly work towards a common goal – delivering a frictionless and exceptional customer experience. Learn how successful collaborations between departments such as customer services, marketing and technology can break down silos and streamline processes to meet evolving expectations of today’s financial services consumers. Gain valuable insights into building a customer-centric culture that goes beyond individual teams, creating a unified and customer-focused approach throughout your entire organization.
- Explore successful approaches to breaking down departmental silos, fostering collaboration between teams
- Understand the pivotal role of tech in streamlining processes and enhancing collaboration across differet facets in financial services, from customer services to marketing and beyond
- Learn practical steps to cultivate a customer-centric culture that permeates every level of your organization, creating a unified approach towards meeting customer expectations
Courtney O'Regan
SVP, Director of MarketingMiddlesex Savings Bank
9:10 am - 9:30 am
Keynote: Why You Need AI As Part of Your Marketing and CX Programs
Mitch Rose -
Executive Director, Digital Strategy, Content,
JP Morgan
9:30 am - 9:50 am
CXFS Partner Presentation by Verint
9:50 am - 10:30 am
AM Break: “AM Charge!”
Rev up for CXFS by visiting the Xperience Lounge to grab some coffee, snacks, and discuss the upcoming presentations for the conference!
10:30 am - 10:50 am
State of the Industry Keynote
10:50 am - 11:10 am
Keynote: Navigating the Digital Horizon: Key Strategies for Measuring Success and Seamless Transaction Migration in Banking CX
11:10 am - 11:40 am
Panel: Building Inclusive and Diverse Customer Experiences
Jennifer Gilbert -
Director, Consumer Marketing,
Assurance IQ (Prudential)
In a era where diversity and inclusion are not just buzzwords but essential components of a thriving global community, this session will dissect the strategies and initiatives undertaken by financial institutions to create more equitable and accessible customer and employee experiences. Key themes will include discussions around cultural competence in service design, why representation matters, technological inclusion, and community engagement.
- Understand the business case for building inclusive financial services
- Explore strategies for integrating diversity and inclusion into customer-centric practices
- Gain insights into how technology can be leveraged to create inclusive digital experiences
- Discover the impact of representation on customer trust and loyalty
Jennifer Gilbert
Director, Consumer MarketingAssurance IQ (Prudential)
11:40 am - 12:20 pm
Champagne Roundtable Discussions:
Be sure to join these interactive roundtable sessions and take a deep dive into the specific areas you came to discuss. Opportunities to sit and learn from executives like these do not exist elsewhere. Take control of your own event experience.
- Take a deep dive into a niche topic in an informal setting moderated by one of our cutting edge vendor partners
- Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 30 minutes
Past Roundtables Include:
#1 The Future of Customer Experience
#2 Driving CX Through Performance TV
#3 The Convenience Economy: Why Client-Led Journeys Are the New Customer Engagement Model
#4 Turbocharging Financial Services Sales with Coaching Automation and Knowledge-Guided Sales
#5 Lead with Emotionally Intelligent Conversations to Achieve Empathetic Customer Outcomes
#6 Building Trust Through Customer Experience
TRACK A: General Session
1:30 pm - 1:30 pm General SessionTRACK A: General Session
1:40 pm - 2:10 pm Panel: Crafting Exceptional Experiences: Building A CX Program from The Ground Up Julia Germeyer - Senior Marketing Manager, PBMares LLP Ami Iceman-Haueter - Chief Research and Digital Experience Officer, MSU Federal Credit UnionJoin our expert panel of seasoned CX practitioners as they unravel the intricate process of establishing a CX program within the dynamic landscape of a financial organization. In this enlightening session, our panelists will share their knowledge and insights into the strategic framework, challenge and best practices involved in creating a robust CX program tailored to the unique demands of finance – no matter the size, resources or budget. Key discussion points will include:
- Exploring the foundations and fundamental principles of financial CX
- Strategic planning and implementation
- Leveraging technology for seamless experiences
- Measuring success
TRACK A: General Session
2:10 pm - 2:30 pm CXFS Partner Fireside ChatTRACK A: General Session
2:20 pm - 2:40 pm Best Practices for Large-Scale User Experience Efforts When Working with Offshore Designers Marco Leon - Head of Design, Wealth Management, U.S. Bank- Delve into the integration of AI for personalized customer experiences
- Discuss the role of AI in predictive analytics, chatbots and tailored financial recommendations
TRACK A: General Session
2:40 pm - 3:20 pm Case Study Workshop: Expanding on Innovation Doug Roerden - Head of Experience Design, FM Global
TRACK B: Empathy Mapping Workshop (1:20-3:20)
1:40 pm - 1:55 pm Workshop Leader Welcome Remarks & Ice Breaker Janis Avila - Customer Experience Strategist, (Former Meta/ JPMorgan Chase & Co.)
TRACK B: Empathy Mapping Workshop (1:20-3:20)
1:40 pm - 3:40 pm Workshop: Empathy Mapping (1:40-3:40)Step away from the PowerPoint and into this interactive and engaging session where CX Strategist, Janis Avila will guide participants through a hands-on and tactical Empathy Mapping workshop. Through posters, flip charts, illustrations, and practical applications, Janis will illustrate empathy mapping and emphasize the significance of understanding customer thoughts, feelings and behaviors, highlighting successful use cases in financial services.
Learning Objectives:
- Understand purpose and real world application of empathy maps
- Identify key components of an empathy map
- Watch customer video or customer interview at workshop as data source for map
- Complete an empathy map and learn from other teams
- Gain confidence to lead empathy mapping sessions back at home with team
TRACK B: Empathy Mapping Workshop (1:20-3:20)
1:20 pm - 3:20 pm Workshop: Empathy Mapping (1:20-3:20)Step away from the PowerPoint and into this interactive and engaging session where CX Strategist, Janis Avila will guide participants through a hands-on and tactical Empathy Mapping workshop. Through posters, flip charts, illustrations, and practical applications, Janis will illustrate empathy mapping and emphasize the significance of understanding customer thoughts, feelings and behaviors, highlighting successful use cases in financial services.
Learning Objectives:
· Understand purpose and real world application of empathy maps
· Identify key components of an empathy map
· Watch customer video or customer interview at workshop as data source for map
· Complete an empathy map and learn from other teams
· Gain confidence to lead empathy mapping sessions back at home with team
TRACK B: Empathy Mapping Workshop (1:20-3:20)
1:20 pm - 3:30 pm Workshop: Empathy Mapping (1:20-3:30)Step away from the PowerPoint and into this interactive and engaging session where CX Strategist, Janis Avila will guide participants through a hands-on and tactical Empathy Mapping workshop. Through posters, flip charts, illustrations, and practical applications, Janis will illustrate empathy mapping and emphasize the significance of understanding customer thoughts, feelings and behaviors, highlighting successful use cases in financial services.
Learning Objectives:
- Understand purpose and real world application of empathy maps
- Identify key components of an empathy map
- Watch customer video or customer interview at workshop as data source for map
- Complete an empathy map and learn from other teams
- Gain confidence to lead empathy mapping sessions back at home with team
TRACK B: Empathy Mapping Workshop (1:20-3:20)
1:20 pm - 3:30 pm Workshop: Empathy Mapping (1:20-3:30)Step away from the PowerPoint and into this interactive and engaging session where CX Strategist, Janis Avila will guide participants through a hands-on and tactical Empathy Mapping workshop. Through posters, flip charts, illustrations, and practical applications, Janis will illustrate empathy mapping and emphasize the significance of understanding customer thoughts, feelings and behaviors, highlighting successful use cases in financial services.
Learning Objectives:
- Understand purpose and real world application of empathy maps
- Identify key components of an empathy map
- Watch customer video or customer interview at workshop as data source for map
- Complete an empathy map and learn from other teams
- Gain confidence to lead empathy mapping sessions back at home with team
TRACK C: WORKSHOPS & THINK THANKS
1:40 pm - 1:55 pm Partner Workshop Kick-OffTRACK C: WORKSHOPS & THINK THANKS
1:40 pm - 2:20 pm CXFS Partner Workshop (1:40-2:20)TRACK C: WORKSHOPS & THINK THANKS
2:20 pm - 2:20 pm Workshop Transition…TRACK C: WORKSHOPS & THINK THANKS
2:20 pm - 3:30 pm CXO/C-Level Think Tank Moderator (C-Level CX Practitioner)Invite-Only, Practitioners Only
Are you a CXO, C-Level or an SVP overseeing your organization’s CX, Transformation, or Digital strategy? Get the rare opportunity to sit down, in a closed-door, boardroom setting with your peers. Learn how other CX leaders are tackling your biggest challenges, engage in meaningful discussion, and make connections that you won’t find anywhere else, in a pitch-free room, with only the most senior-level CX practitioners.
TRACK C: WORKSHOPS & THINK THANKS
2:20 pm - 3:30 pm CXO/C-Level Think Tank Moderator (C-Level CX Practitioner)Invite-Only, Practitioners Only
Are you a CXO, C-Level or an SVP overseeing your organization’s CX, Transformation, or Digital strategy? Get the rare opportunity to sit down, in a closed-door, boardroom setting with your peers. Learn how other CX leaders are tackling your biggest challenges, engage in meaningful discussion, and make connections that you won’t find anywhere else, in a pitch-free room, with only the most senior-level CX practitioners.
3:30 pm - 4:10 pm
“Here’s the Scoop” PM Break
Cool off after a sizzling morning of content with a refreshing fruit or ice cream at this networking break and get the scoop on the latest trends of the industry!
General Session
No matter what we try as a company, our customers often find themselves wandering back and forth between phone, chat, website and app, while trying to reach resolution. Their journey is like a river in the Rocky Mountains with obstacles and “rocks” that get in the way of an effortless flow. These class 5 rapids create challenges, frustration and increase the likelihood of customer disloyalty. Unfortunately, organizations are not designed to support the full customer journey. Sean Albertson has created a strategy that will ensure your organization is aligned and can leverage the tools needed to improve experience and drive greater customer loyalty.
From Sean you will learn how to:
- Align your people to transform your CX strategy,
- Refine your processes to measure and drive value through insights, and
- Design your platforms to leverage cutting edge AI capabilities!
Grab some popcorn and get ready to pick a side, because this lively debate is interactive, entertaining and may involve a bit of friendly competition. Our teams are debating the important question – just who is the customer? Representing the “End User” and “End Consumer,” each team will try to win over the audience by making their case – opening up the lens about how to think about who the customer really is.
5:00 pm - 6:00 pm
Nautical Nights Cocktail Reception
Ahoy! Welcome aboard to our "Nautical Nights" Cocktail Reception, a casual, but enchanting evening in our Xperience Lounge, with all the vibes of Boston’s ocean's allure! Take this opportunity to relax, unwind, mingle with your peers, grab a refreshing coastal cocktail or savory hors d'oeuvres. Prepare to embark on a journey where the waves of creativity meet the shores of innovation, where every moment is an opportunity to elevate your experience here at CXFS. Bon voyage!