CXFS 2024
July 15 - 16, 2024
The Westin Copley Place, Boston, MA
Day 1
July 29, 2019
Define & Exceed: Getting To Know Your Customer And Going Above And Beyond Their Expectations
7:15 am - 7:30 am
Sponsorship Welcome & Orientation
7:35 am - 8:35 am
Continental Breakfast & Registration
Continental Breakfast & Registration
8:35 am - 8:45 am
Welcome Remarks and Opening Ice Breaker
Charleen Ring -
Program Director,
CXFS
8:45 am - 9:00 am
Chairperson’s Opening Address
Michel Van Woudenberg -
Vice President, CX Banking Product Development,
Oracle
Michel Van Woudenberg
Vice President, CX Banking Product DevelopmentOracle
9:00 am - 9:20 am
Keynote: Driving Innovation and Cultivating Engagement
Melissa Kivett -
Chief Customer Experience and Marketing Officer,
Prudential
Melissa Kivett is Senior Vice President and Chief Customer Experience & Marketing Officer at Prudential Financial’s Individual Solutions Group (ISG). As a member of the ISG, Individual Life Insurance and Annuities Senior Leaders hip Teams, Melissa is responsible for developing consumer insights, marketing, communications and
experience strategies to drive innovation, cultivate customer engagement and business growth. In this opening keynote, Melissa will discuss Prudential's CX strategy and how the company:
- Develops consumer insights, marketing and experience strategies
- Drives innovation throughout the organization
- Cultivates customer engagement
9:20 am - 9:40 am
Case Study: Turning Pain Into Joy Or "No way, You Can Do That?!"A CX Case Study On Human-Centered Design, Empathy And Exceeding Customer Expectations
Jarrod Joplin -
Senior Vice President, Experience Design,
Bank of America
The experience related to debit cards that are lost or stolen can be emotionally charged for customers and companies. In conjunction with voc data and through qualitative research methods, we uncover key insights that inform new concepts to not only ensure we take care of customers during a lost and stolen card event, but exceed their expectations resulting in exhilarating customer feedback.
9:40 am - 10:20 am
Panel: How Retail Is Raising The Bar On Customer Expectations, And Why You Need To Care!
Michelle Shelton -
Chief Experience Officer,
SCE Federal Credit Union
Jennifer Clarke -
Head of UX and Design,
Vanguard
Ashley Ross -
Client Care Executive,
Bank of America
Joe Dugan -
Senior Vice President, Chief Experience and Go To Market Officer,
Five Star Bank
Brien Jones-Lantzy -
Director of Strategic Growth,
Infobip
Amazon, Apple, Netflix – what do these three companies have in common? We’ll give you a hint, it has nothing to do with disruption! The answer: these three companies are focused on customer-centricity and experience, above all else.
• Meeting changing customer and client expectations around financial services
• Busting the myth around technology alone as a disrupter
• Understanding how failing to be customer-centric is the biggest threat to your business
Jennifer Clarke
Head of UX and DesignVanguard
10:20 am - 11:00 am
AM Break: “Energy Booster”You Ain’t Seen Muffin Yet!"
Welcome to CXFS 2019! Join us in the exhibit hall to indulge in a variety of muffins and smoothies as we begin the conference.
11:00 am - 11:20 am
Keynote: The Future of AI in Customer Experience and Marketing
Ben Vigoda -
Founder & CEO,
Gamalon
As a customer experience professional in financial services, how do you know what customers are saying via your human chat, bot chat, survey, or voice? You need to understand the root cause of why they are not satisfied or not moving to the next action? The first step is to deeply analyze customer conversations. A new generation of AI technology makes this possible, extracting the ideas contained in text to summarize, organize, and display for analysis.
11:20 am - 11:40 am
Fireside Chat: Finding The Customer Voice During Times Of Disruptive Change
Chuck Rohrig -
Director, Senior Experience Owner,
USAA
When disruptive operational change is unavoidable, financial institutions must collaborate with customers to successfully adapt and implement processes and messaging that will continue to improve the quality and delivery of service. This session will share how organizations can harness the customer voice and the imperative of supporting transparency between customers and banks, so that organizations can navigate changes with their customers, not around them.
11:40 am - 12:00 pm
Case Study: The Personalization Imperative: Winning The Empowered Customer
Michael Marx -
VP Market Intelligence,
Visa
Creating personalized and relevant experiences is becoming more critical in developing brand connections and ultimately brand loyalty. This session will provide an overview of the personalization landscape, what it is, why it matters, and how your brand can leverage these insights today to reach and connect to your customers in a meaningful way.
• How different generations react to personalization initiatives and how to tailor messaging for maximum consumer comfort
• Understanding what true personalization is and what it is not
• Maximizing the permissions your customers afford you to use their data for your personalization efforts
12:00 pm - 12:20 pm
Dollars and Sense: Behavioral Science and the Future of Financial CX
Jeff Kreisler -
Editor-in-Chief of PeopleScience.com,
Martiz
Attend this session and learn practical and entertaining insights of behavioral science designed to help financial institutions better understand and respond to their customer’s real needs. Jeff Kreisler is Editor-in-Chief of PeopleScience.com, award-winning co-author of Dollars and Sense and author of the e-book Behavioral Economics: The Bank’s Secret Weapon. Jeff shares some humor while explaining what behavioral science really is, why it’s becoming so critical to understanding VoC, and why it’s important to integrate this knowledge into your CX program. You won’t want to miss this session.
12:20 pm - 1:20 pm Luncheon For All Attendees
12:30 pm - 1:30 pm Private Lunch - Hosted by SAP
Lance Senoyuit - Senior Principal, Experience Management Engineer, Banking Industry, SAP Mainak Patel - Senior Principal, Industry Value Engineering - Financial Services/Insurance, SAP
12:30 pm - 1:30 pm
Private Lunch - Hosted by IBM
Michelle Boockoff-Bajdek -
CMO,
Watson
Alarice Lonergan -
Partner, Global Business Services (GBS) Digital Strategy & iX,
IBM iX
Track A: Managing the Customer Journey
1:20 pm - 1:30 pm Chairperson’s Opening Remarks Michelle Boockoff-Bajdek - CMO, WatsonTrack B: The Ins & Outs Of Your Experience Design Program
1:20 pm - 1:30 pm Chairperson’s Opening Remarks Michel Van Woudenberg - Vice President, CX Banking Product Development, OracleMichel Van Woudenberg
Vice President, CX Banking Product DevelopmentOracle
1:30 pm - 2:00 pm
Keynote: More Than Just A Buzz Word – Putting Empathy At The Forefront Of Your Organization’s Culture
Aditya Narula -
Head of Customer Experience and Customer Success,
Kabbage
Wouldn’t it be wonderful if you could just waltz into your office, wave a magic wand and transform the entire culture of your business? We all know it doesn’t work that way. In fact, culture is one of the most difficult things to change, especially if CX has not been embedded in your organization’s foundation from the start. So how do you create a CX-focused culture, that’s not just for your CX team, but for your entire institution. It starts with your employees, and empathy is a major component. It starts with hiring – finding the right talent
• Coaching for empathy and showing how organizations can motivate front-line employees to provide the best possible experiences through providing through tools and trainings
Embedding CX and empathy into your organization’s core values
1:30 pm - 2:00 pm
Case Study: Designing For Ecosystems
Karen Pascoe -
Senior Vice President, Experience Design,
MasterCard
Design in the digital world is increasingly about service experiences that customers engage with across a range of devices and touchpoints – physical & digital. In financial services, there is also an increasing interoperability across brands – supported by the disruptive innovation and connectivity across organizations driven by APIs. This session will share Mastercard’s learnings from connecting consumers, merchants, digital players and financial institutions in unique ways at global scale.
Attendees will learn about:
- Designing digital service experiences with APIs
- Understand design considerations for common ecosystems
- How to drive a great consumer experience when you don’t control all of the touchpoints
2:00 pm - 2:20 pm
Case Study: Customer Journey Mapping: Start Simple to Finish Strong
Jamie Almond -
Sr. Director, Lifecycle Marketing,
Freedom Financial Network
Determining how to start mapping your customer journey can be overwhelming. However taking a simple, yet dedicated approach can yield significant insights and direction on how to improve your customer experiences to drive business goals. In this case study, participants will learn:
• A simplistic approach to start documenting your customer journey
• How to identify gaps and opportunities, drive alignment and prioritize action
• Potential outcomes of your efforts and actions to develop deeper insights
2:00 pm - 2:20 pm
Real Talk: Frames of Considering Unique Challenges when Building, Maturing, and Managing Experience Design Teams
William "Jay" DuBois -
Leader, Capital Markets Design Team,
Fannie Mae
2:20 pm - 3:00 pm
Panel: Building B2B CX When Your Don’t Own the Journey
Alarice Lonergan -
Partner, Global Business Services (GBS) Digital Strategy & iX,
IBM iX
Karen Pascoe -
Senior Vice President, Experience Design,
MasterCard
Geof Alexander -
Head of Product and Partner Delivery,
Kabbage
• How do you handle complexity and speed in a heavily partner ecosystem driven environment?
• What methods can you use to identify and define your customer and Persona?
• What can you do to enable teams and third parties?
• When and how can you start measuring and optimizing?
Geof Alexander
Head of Product and Partner DeliveryKabbage
2:20 pm - 2:30 pm
Innovation Spotlight: How an AI-powered Customer Communications Hub Drives Consistency Across The Customer Experience
Patrick Kehoe -
EVP Product Management,
Messagepoint
Join this session to learn how financial services organizations have successfully driven both consistency and personalization across their omni-channel communications to achieve higher customer engagement and loyalty. Highlights include:
• How a centralized content hub eliminates the silos that fracture the customer experience
• Why advanced content sharing approaches are critical to promoting re-use and accelerating time to market
• How to leverage AI-powered Content Intelligence to automate consistency across brand, messaging, reading comprehension and sentiment
2:30 pm - 3:00 pm
Workshop: Customer Journey Mapping
Albert Whitley -
Director, Experience Design and Voice of the Customer,
The Hartford
Journey mapping is the most talked method in today’s world of CX. What’s the process? Where do I begin? What goes into a customer journey map? How do I mobilize customer journey mapping within my organization? These are common questions that CX leaders are asking today. Join us in this interactive (hands-on) session as you will learn from a design leader on common methods, digital platforms available, and best practices for mapping the customer journey.
3:00 pm - 3:40 pm
PM Break: “Take Me Out to The Ball Game!”
Welcome to the great city of the famous Boston Red Sox! Join us as we make that grand slam connection with others in the industry and bite on staple baseball snacks!
3:40 pm - 4:40 pm
Champagne Roundtable Discussions
Seth Goldberg -
Regional Sales Director,
Backbase
Jeff Foley -
Vice President of Marketing,
Luminoso
Yin Chen -
Chief Product Officer,
Luminoso
Kevin Scofield -
Digital Strategy Director and EMVP,
Verndale
Justin West -
Senior Solutions Architect,
Episerver
Patrick Kehoe -
EVP Product Management,
Messagepoint
Jason Davies -
VP, Enterprise Innovation,
Flybits
Andi Dominguez -
Product Marketing Manager,
Quadient
Alyona Medelyan -
CEO,
Thematic
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
#1 The Four Pillars of Banking 2025
Seth Goldberg, Regional Sales Director, Backbase
#2 Why AI is Changing How Companies Manage Customer Experience”.
Jeff Foley, Vice President of Marketing, Luminoso
Ying Chen, Chief Product Officer, Luminoso
# 3 Digital First, Not Digital Only – Getting to the Core of Customer Experience
Andi Dominguez, Product Marketing Manager, Quadient
#4 Achieving One-to-One Marketing in a Highly Regulated Industry
Kevin Scofield, Digital Strategy Director and EMVP, Verndale
Justin West, Senior Solutions Architect, Episerver
#5 How To Repair A Fragmented CX Across Omni-Channel Communications
Patrick Kehoe, EVP Product Management, Messagepoint
#6 Orchestrating Individualized Customer Journeys Across Every Channel
Jason Davies, VP, Enterprise Innovation, Flybits
#7 The Art & Science of CX Stakeholder Buy-In: 5 Keys for Cultivating Customer Centricity
Alyona Medelyan, PhD, CEO, Thematic
Alyona Medelyan
CEOThematic
4:40 pm - 5:10 pm
Guest Speaker: Roll With Change! Keep Your Team Focusing Forward
Jake French -
President,
Jake French Inspires
Jake French is rolling example of how to go into a situation that might not be the best, and become the one who pulls the best out of each situation. This must-see speech will help you learn how to inspire your team to stop fighting the changes that are coming and start leveraging the assets they have, so that your physical banking branch will continue to prove its value!
• Develop a “can do” culture that encourages fresh thinking and innovation
• Maximize points of connection your people bring that you can’t get with a machine
• It’s not just about the transaction, it’s how you make them feel
5:10 pm - 6:10 pm
Cocktail Reception: “CXFS Sangria & Rosé Festival!"
Missed the Boston Sangria & Rosé festival this past weekend? Join us in the exhibit hall as we experience the best rosé and Sangria Boston has to offer! Treat yourself to Boston light bites.