April 23-25, 2025
Kansas City, MO
Day 1 | April 24
9:00 am - 9:30 am
Check-In Opens
9:30 am - 10:00 am
Exchange Orientation + Opening Remarks
10:00 am - 10:30 am
CMP Research Signature Study | The Self-Directed Customer: Changing Customer Expectations & How to Meet Them
Brian Cantor -
Managing Director, Digital,
Customer Management Practice
Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.
10:30 am - 11:00 am
The Women in Finance Community | Evolving Trends and CX Enhancement
Jasmine Reno -
Vice President, Call Center Operations,
Flagstar Bank
Ann Binder Schaefer - Vice President of Customer Support & Service, Northwestern Mutual
Brian Cantor - Managing Director, Digital, Customer Management Practice
The landscape of digital banking is continuously evolving, with paradigm-shifting trends influencing customer experiences within the BFSI sector. This session delves deep into the forefront of these advancements, spotlighting design and implementation processes, systems, and structures necessary to consistently deliver high-quality customer results. Unveiling the essence of personalized services in shaping consumer interactions, this discussion offers a comprehensive exploration into the transformative elements propelling the evolution of BFSI customer experiences.
11:00 am - 11:30 am
Ask the Expert Panel | The Branch of the Future
Michelle Kile -
Vice President, Branch Services,
Digital Credit Union
Robert Sims - Senior Vice President of Retail Services, Greylock Federal Credit Union
Catrina Tate - Vice President of Retail, Everwise Credit Union
Brian Cantor - Managing Director, Digital, Customer Management Practice
Face-to-face interaction plays a vital role in the banking relationship. With most customers able to do simple banking transactions on their phones, branches are redefining their role in consumer banking to complement—rather than compete with—the digital channel. The smart branch is a channel that combines the efficiency of technology with in-person financial guidance, giving a community-first approach to positioning themselves to earn customers’ trust, foster loyalty, and establish themselves as trusted advisors in their communities. This panel will discuss the potential to redefine and reassert the branch’s role in an era of digital banking, fueling revenue growth and customer acquisition.
11:30 am - 12:30 pm
Welcome Lunch
12:30 pm - 2:00 pm
Business Meetings
2:00 pm - 2:15 pm
Comfort Break
2:15 pm - 2:45 pm
Panel | The Art of UX Design in Banking and Insurance Services
Harsh Singh -
AVP User Experience Design,
Assurant
Anna Obikane - Executive Director of User Experience Research, J.P. Morgan Chase
Brian Cantor - Managing Director, Digital, Customer Management Practice
When dealing with banking and insurance services, the user experience (UX) is paramount. Customers desire a platform that is smooth, user-friendly, and efficient when managing their finances. This involves a clear and straightforward interface, concise messaging, and effortless navigation. Moreover, it's critical to guarantee that your platform is secure and dependable. Join us as we explore ways to prioritize your users' needs and create a platform that provides a favorable and satisfying experience for your clients.
2:45 pm - 3:15 pm
Benchmarking Session | How EX Directly Impacts CX
Audrey Stone -
Vice President, Employee Experience Transformation & Enablement,
JPMorgan Chase & Co.
The path to delivering outstanding CX begins with creating an exceptional EX. Delving deeper into the mechanics of EX, it's evident that it encompasses a range of factors, from workplace culture and values to opportunities for growth and professional development. This session dives deep into the compelling evidence that demonstrates how a positive EX directly influences CX, thereby driving growth, profitability, and long-term success.
Audrey Stone
Vice President, Employee Experience Transformation & EnablementJPMorgan Chase & Co.
3:15 pm - 3:30 pm
Comfort Break
3:30 pm - 4:30 pm
Business Meetings
4:30 pm - 5:15 pm
Interactive Roundtable Workshop | A Practitioner's Guide to Implementing CX Tech in BFSI
Michaud Ray -
Senior Vice President, Account Management,
Foundever
Join us at the CCW Roundtable for a deep dive into CX technology in BFSI with "A Practitioner's Guide to Implementing CX Tech in BFSI." Michaud Ray, SVP of Account Management at Foundever, brings 25 years of rich experience across contact center operations, strategy, and CX technology projects. This session will not just be a discussion but a platform for sharing stories of triumphs and challenges in implementing CX technology. Engage in an interactive conversation that explores overcoming implementation hurdles, demonstrating ROI, and strategically enhancing customer experience and operational efficiency. Perfect for CX and contact center executives focused on deriving tangible business outcomes from their CX technology investments.
