CXFS 2024

July 15 - 16, 2024

The Westin Copley Place, Boston, MA

Day Two Tuesday, July 16, 2024

Knowing Your Customer: Creating a Seamless Omnichannel Experience Across All Touchpoints    

7:00 am - 8:00 am Breakfast & Registration In The Xperience Lounge

7:00 am - 8:00 am Private Breakfast Workshop – Women in CX Leadership

8:00 am - 8:10 am Welcome Remarks

Charleen Ring - Event Director, CXFS
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Charleen Ring

Event Director
CXFS

8:10 am - 8:20 am Chairperson’s Opening Address

8:20 am - 8:40 am Fireside Chat: Prioritizing Customer Inclusion at the Center of Your CX Strategy

John Proaño - Director, Engagement Strategy & Omni-channel Marketing, Prudential Group Insurance

Join Director of Engagement Strategy & Omni-channel Marketing’s John Proaño for this important discussion around Customer Inclusion. Through a comprehensive breakdown of what it means to be truly “customer inclusive,” John will engage the audience and show how developing a diversity, equity and inclusion customer engagement strategy can help differentiate itself in the market. Participants will gain tips and best practices for how their organizations can get started on their journey towards inclusivity.

  • Discuss and define inclusion and inclusivity and what it means from a customer point of view
  • Explore differences between Customer Inclusion and Diversity and Equity
  • Understand organizations gain from being inclusive

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John Proaño

Director, Engagement Strategy & Omni-channel Marketing
Prudential Group Insurance

8:40 am - 9:10 am Panel: Implementing and Accelerating Digital Transformation Initiatives to Meet the Evolving Expectations of Customers for Seamless, Convenient, and Secure Digital Banking Experiences

Jim McKeown - VP, Customer Experience and Mobility, Selective Insurance Bill Cusick - Former Head of Customer Experience, Corporate Communications and Marketing, Penn National Insurance

As customer expectations rapidly evolve, financial institutions are faced with the imperative to deliver seamless, convenient, and secure digital banking experiences. Our distinguished panel of industry experts will delve into the strategies, challenges, and successes of digital transformation initiatives, offering valuable insights for navigating the landscape of digital banking. The audience will gain deeper insights into:

  • Effective approaches to crafting strategic roadmaps that align with the evolving expectations of customers and comprehensive planning to ensure successful implementation and adoption of digital transformation initiatives
  • Principles of user-centric design that drive the creation of seamless and intuitive digital banking experiences
  • The integration of cutting-edge technologies that accelerate digital transformation, such as AI, machine learning and blockchain
  • Common challenges faced during transformation and strategies for overcoming obstacles 
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Jim McKeown

VP, Customer Experience and Mobility
Selective Insurance

Bill Cusick

Former Head of Customer Experience, Corporate Communications and Marketing
Penn National Insurance

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Ted Liljestrand

Head of UX Product Strategy, Channels & Capabilities, Core & Invest
Vanguard

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Gavin Cooper

Head of UX Product Strategy, Channels & Capabilities, Core & Invest
Vanguard

9:30 am - 9:50 am CXFS Partner Fireside Chat

9:50 am - 10:30 am “Morning Jolt”

CXFS wants to make sure you stay energized throughout the rest of the conference, so head over to the Xperience Lounge, grab a cup of coffee and snack before heading back to the General Session room.

Track A: Big Banking and Wealth Management CX Strategies -- Pushing Forward in 2024 and Beyond

10:30 am - 10:40 am Chairperson Opening Remarks

Track A: Big Banking and Wealth Management CX Strategies -- Pushing Forward in 2024 and Beyond

10:40 am - 11:10 am Big Bank and Wealth Management Advisory Board Panel: What’s #Trending in CX?
Todd Keith - EVP, Head of UX, Regions Bank Rich Dorfman MBA - VP, Customer Experience, Eastern Bank

No dull, scripted panels here. Our Advisory Boards have helped shape CXFS and lent their time and expertise into offering insights into their industry-specific tracks, and now they’re helping to kick off their respective tracks with lively discussions around the hottest trends in CX right now.

  • The THING that’s keeping our panelists them at night
  • Their greatest success from the year
  • AMA - audience questions
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Todd Keith

EVP, Head of UX
Regions Bank

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Rich Dorfman MBA

VP, Customer Experience
Eastern Bank

Track A: Big Banking and Wealth Management CX Strategies -- Pushing Forward in 2024 and Beyond

11:10 am - 11:30 am Presentation: Digital Transformation: Ensuring a seamless transition while adopting new technology without compromising on your CX

Track A: Big Banking and Wealth Management CX Strategies -- Pushing Forward in 2024 and Beyond

11:30 am - 12:00 pm Presentation Interactive: Leveraging Data Analytics for Personalized CX

Track A: Big Banking and Wealth Management CX Strategies -- Pushing Forward in 2024 and Beyond

12:00 pm - 12:20 pm Partner Fireside Chat

Track A: Big Banking and Wealth Management CX Strategies -- Pushing Forward in 2024 and Beyond

12:20 pm - 12:50 pm On The Fly Roundtables

At the start of this track, we’ll ask attendees to write down and submit potential topics for our “On the Fly Roundtables.” The CXFS team and Industry Advisory Board members will select the most relevant and popular topics to be used for our breakout discussions. Participants will choose between a selection of small groups to join for a 20-minute, candid discussion around best practices, challenges and networking with your peers.

Track B: Credit Unions and Community Banks

10:30 am - 10:40 am Chairperson Opening Remarks

No dull, scripted panels here. Our Advisory Boards have helped shape CXFS and lent their time and expertise into offering insights into their industry-specific tracks, and now they’re helping to kick off their respective tracks with lively discussions around the hottest trends in CX right now.

  • The THING that’s keeping our panelists them at night
  • Their greatest success from the year
  • AMA - audience questions
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Kelly Wagner-Grull

Director Member Experience, Innovation & Digital Services
Credit Union of Colorado

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Seun Aiyese M.A.

SVP, Head of Retail & Member Engagement
Affinity Federal Credit Union

Michael Mattone

SVP, Chief Retail Banking & Experience Officer
Navigant Credit Union

Track B: Credit Unions and Community Banks

11:10 am - 11:30 am Case Study: Pulling Through on Your Member Journey – Why it Matters!
Kelly Wagner-Grull - Director Member Experience, Innovation & Digital Services, Credit Union of Colorado
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Kelly Wagner-Grull

Director Member Experience, Innovation & Digital Services
Credit Union of Colorado

Track B: Credit Unions and Community Banks

11:30 am - 12:00 pm Presentation Interactive: Standing out in a Competitive Financial Services Landscape where Larger Banks May Have More Extensive Resources for Marketing, Tech, and Infrastructure

Track B: Credit Unions and Community Banks

12:00 pm - 12:20 pm Partner Fireside Chat

Track B: Credit Unions and Community Banks

12:20 pm - 12:50 pm On The Fly Roundtables

At the start of this track, we’ll ask attendees to write down and submit potential topics for our “On the Fly Roundtables.” The CXFS team and Industry Advisory Board members will select the most relevant and popular topics to be used for our breakout discussions. Participants will choose between a selection of small groups to join for a 20-minute, candid discussion around best practices, challenges and networking with your peers.

Track C: Insurance & Fin Tech

10:30 am - 10:40 am Chairperson Opening Remarks

Track C: Insurance & Fin Tech

10:40 am - 11:10 am Insurance Advisory Board Panel: What’s #Trending in CX?
Doug Roerden - Head of Experience Design, FM Global

No dull, scripted panels here. Our Advisory Boards have helped shape CXFS and lent their time and expertise into offering insights into their industry-specific tracks, and now they’re helping to kick off their respective tracks with lively discussions around the hottest trends in CX right now.

  • The THING that’s keeping our panelists them at night
  • Their greatest success from the year
  • AMA - audience questions
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Doug Roerden

Head of Experience Design
FM Global

Track C: Insurance & Fin Tech

11:10 am - 11:30 am Case Study: Leveraging AI for CX
Sri Sankar - VP Customer Experience Strategy & Engagement,, Nationwide
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Sri Sankar

VP Customer Experience Strategy & Engagement,
Nationwide

Track C: Insurance & Fin Tech

11:30 am - 12:00 pm Panel: Turning Customer Insights Into Actionable Tactics

Track C: Insurance & Fin Tech

12:00 pm - 12:20 pm Partner Fireside Chat

Track C: Insurance & Fin Tech

12:20 pm - 12:50 pm On The Fly Roundtables

At the start of this track, we’ll ask attendees to write down and submit potential topics for our “On the Fly Roundtables.” The CXFS team and Industry Advisory Board members will select the most relevant and popular topics to be used for our breakout discussions. Participants will choose between a selection of small groups to join for a 20-minute, candid discussion around best practices, challenges and networking with your peers.

12:50 pm - 1:50 pm Lunch for All Attendees

12:50 pm - 1:50 pm Private Lunch Workshop

1:50 pm - 2:10 pm Keynote: Predictive Insights and Prioritized Vision: Machine Learning at Work at Bloomberg.com

Kavi Pandya - Data Scientist, Bloomberg.com

At Bloomberg.com, the world's largest business news organization, we obsess over providing our users with a dynamic network of information. And we want them to get the best out of their subscription to Bloomberg.com. To ensure this, we employ a suite of Machine Learning algorithms to identify the usage of our platform and recommend different ways for our users to interact with the website, which they otherwise wouldn't have. Doing so creates brand loyalty within our user base. At the same time, these usage insights help us to continuously change our website offerings to converge to the demanding needs of our users. In this talk, Data Scientist, Kavi Pandya will focus on effectively leveraging Machine Learning at Bloomberg.com to achieve this dual mandate of adding value to our users and iterating on the website product roadmap.

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Kavi Pandya

Data Scientist
Bloomberg.com

2:10 pm - 2:40 pm CMO Panel: Bridging the Gap Between Marketing and Experience

Michael Mattone - SVP, Chief Retail Banking & Experience Officer, Navigant Credit Union

In this engaging session, CMOs will share their perspectives, strategies and success stories on aligning marketing initiatives with the ever-evolving landscape of CX. Our panelists will delve into the intersection of marketing and experience, discussing innovative approaches, challenges, and the impact on customer satisfaction. The audience will gain valuable insights into how marketing navigates the intricate balance between promotional efforts and creating seamless, customer-centric experiences. This session provides a unique opportunity to learn from your marketing counterparts and help break down silos within your organization.

  • Learn how integrated strategies yield success and how successful Chief Marketing Officers seamlessly integrate marketing initiatives with customer experience strategies, aligning two critical components to create a cohesive and impactful approach that resonates with customers
  • Discover practical solutions to common issues, enabling you to navigate challenges proactively within your own banking institution
  • Explore real-world examples and success stories where the synergy between marketing and customer experience has resulted in enhanced customer loyalty

Michael Mattone

SVP, Chief Retail Banking & Experience Officer
Navigant Credit Union

2:40 pm - 3:00 pm Keynote: Training Employees to Deliver Exceptional CX: Fostering a Customer-Centric Culture within the Organization by Investing in Employee Training, Empowerment, and Engagement

In an industry where CX is a key differentiator, this session will explore how organizations can elevate their experiences by prioritizing the development and engagement of their employees. From frontline staff to leadership, discover how customer-centric culture can be instilled throughout the entire institution.

  • Explore the design and implementation of comprehensive training programs
  • Highlight the importance of empowering employees to make customer-centric decisions autonomously
  • Examine the pivotal role of leadership in driving cultural transformation towards a customer-centric mindset

3:00 pm - 3:30 pm Panel: The Rise of Generative AI-Drive Experiences

In this dynamic session, our panelists will explore the transformative impact of GenAI on CX. As tech continues to evolve, financial institutions are increasingly turning to GenAI to enhance customer engagement, streamline operations, and unlock new possibilities in the rapidly changing customer landscape. The audience will gain key insights into:

  • How GenAI algorithms are revolutionizing customer interactions by enabling personized solutions and services
  • The role of generative AI in automating customer interactions with chatbots and Virtual Assistants
  • Future trends and innovations that are poised to further transform the customer experience in financial services  

3:30 pm - 4:00 pm Afternoon Networking Break in the Xperience Lounge

CXFS Lessons Learned Roundtables

4:00 pm - 4:40 pm Roundtable Discussions

Be sure to join these interactive roundtable sessions and take a deep dive into the specific areas you came to discuss with experts both in and out of your industry. 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 your peers
  • Don’t miss out on the discussions you want to participate in—you’ll get to select a new topic after 20 minutes

Roundtable #1 Developing Strategies to Enhance Customer Loyalty Through Personalized Offerings, Rewards Programs, and Proactive Customer Engagement

Roundtable #2 Enhancing Online and Mobile Experiences

Roundtable #3 Leveraging Data Analytics for Personalized CX

Roundtable #4 Implementing feedback and VOC to Drive Continuous Improvement

4:40 pm - 4:40 pm End of Day Two