The financial services landscape is shifting rapidly, with customers demanding seamless, secure, and highly personalized digital experiences. In this data-driven session, CMP Research reveals the latest customer experience trends, challenges, and opportunities reshaping BFSI, including:

• The rise of self-service, AI-driven customer interactions, and the need for balance with human engagement.
• How financial consumers define "trust" today and what it means for CX strategies.
• The latest customer journey pain points – and how industry leaders are solving them.

Nicole Kyle

Chief Analyst & Managing Director, CMP Research
Customer Management Practice

See Bio

As organizations move beyond AI pilot projects, the challenge shifts from experimentation to execution. With countless AI opportunities, how do you determine where to focus, implement responsibly, and ensure measurable impact?

This session will dive into Northwestern Mutual’s AI journey, revealing how they successfully scaled AI across servicing, operations, and distribution to enhance efficiency and elevate customer experiences. Discover how to prioritize high-value use cases, navigate compliance challenges, and build a scalable, responsible AI strategy.

Key Takeaways:

- Prioritizing AI Use Cases – Choosing the right AI applications to maximize business impact.

- Scaling AI Responsibly – Ensuring governance, compliance, and risk management at every stage.

- Real-World AI Applications – Insights into servicing GPT, distribution enablement, and AI-driven advisor tools.

- Breaking Down Silos – Connecting IT, compliance, and CX teams for seamless AI execution.

Walk away with proven strategies, actionable insights, and lessons learned to accelerate AI adoption and drive enterprise-wide success.

In this session, attendees will gain comprehensive insights on how to build a customer experience (CX) strategy from the ground up in a historically product-centric organization. Led by Edwin Jones, the session offers first-hand insights into driving cultural change, designing an impactful Voice of the Customer (VoC) program, and aligning internal initiatives to better serve diverse customer needs. Attendees will explore practical strategies for shifting organizational culture toward a customer-first mindset while navigating the challenges and opportunities of CX transformation. Ideal for CX leaders and professionals looking to create meaningful, lasting change.

Edwin Jones

AVP, Director of Customer Experience & Strategy
Federal Home Loan Bank of Chicago

See Bio

In highly regulated environments, such as those requiring PCI compliance, mining conversational data can be challenging. However, with the right approach, it can unlock powerful insights within the contact center. What do your customers really value, and how can we empower our associates to deliver? This masterclass will demonstrate how to safely analyze customer interactions using Large Language Models (LLMs) to uncover friction points and knowledge gaps. You will learn how to translate these actionable insights into tangible improvements across customer experience, agent performance, and knowledge management.

What You'll Learn:

• How to mine conversational data in sensitive environments (e.g., PCI) while maintaining compliance
• Methods for identifying true friction points and knowledge gaps through conversation analysis
• Real-world examples of using LLMs to drive action and outcomes in the contact center
• How to leverage mined data to:
• Stay ahead of emerging issues
• Assess and address associate behavior
• Create personalized coaching material
• Train agent assist bots to address common friction points
• Provide materials to seamlessly integrate with existing AI tools

Sponsored by: Foundever

---

Michaud Ray

SVP, Account Management
Foundever

See Bio

Modernizing contact centers isn’t just about implementing new technologies—it’s about building the infrastructure of people and processes needed to realize their full potential. This session will explore the critical steps to successfully transforming a contact center into a scalable, data-driven, and customer-focused operation.

Attendees will gain insights into:

• Establishing clear business objectives to guide technology deployment.

• Organizing and equipping teams with the necessary skills to leverage tools like speech analytics for deeper customer insights and proactive service.

• Aligning contact center goals with enterprise-wide strategies to optimize customer journeys, reduce costs, and enhance satisfaction.

• Building flexible models that balance automation with human interaction to strengthen customer relationships.

Matt Goldsmith

SVP Member Services
Digital Federal Credit Union

See Bio