April 23-25, 2025
The Westin at Kansas City Crown Center | Kansas City, MO
Day 2 | April 24
8:00 am - 8:25 am
Cowboy Breakfast
8:25 am - 8:30 am
Chairperson's Opening Remarks
8:30 am - 9:00 am
EXPERT INSIGHTS | The EX Factor: Unlock CX Success Through Employee Experience
Audrey Stone -
Vice President, Employee Experience Transformation & Enablement,
JP Morgan Chase & Co.
Exceptional customer experiences start from within. As financial institutions compete on service differentiation, the link between employee engagement and CX success has never been more evident. Yet, high attrition, technology frustrations, and disconnected workflows continue to undermine frontline effectiveness.
This session explores how top BFSI organizations are redefining employee experience (EX) as a strategic imperative, implementing AI and automation to reduce agent strain, and fostering a workplace culture that enhances both customer satisfaction and operational performance. Discover how data-driven EX initiatives are driving higher retention, reduced costs, and improved customer engagement at leading institutions.
Audrey Stone
Vice President, Employee Experience Transformation & EnablementJP Morgan Chase & Co.
9:00 am - 9:30 am
INTERACTIVE PANEL | The Business Case for Financial Inclusion & Community-Driven CX
Mary Rose Bufalino -
Head, Customer Loyalty, Canadian Personal & Business Banking,
BMO Financial Group
Tanika Scott - Vice President, Lead DEI Business Execution, Wells Fargo
Financial inclusion isn’t just a social responsibility—it’s a business imperative. As financial institutions expand their digital transformation efforts, ensuring equitable access to banking services and personalized customer support has never been more critical.
In this dynamic panel discussion, industry leaders will explore:
- The Role of Financial Institutions in Closing the Inclusion Gap – How banks and financial service providers can better serve unbanked and underbanked populations.
- Leveraging the "Voice of the Employee" for Inclusive CX – Tapping into frontline insights to create more personalized, community-driven experiences.
- Building Trust in Underserved Communities – Overcoming historical barriers through education, representation, and tailored financial products.
- The Business Impact of Inclusive Banking – How prioritizing financial inclusion can drive customer loyalty, retention, and long-term growth.
Mary Rose Bufalino
Head, Customer Loyalty, Canadian Personal & Business BankingBMO Financial Group
9:30 am - 11:00 am
Business Meetings
11:00 am - 11:30 am
KC Kickback: Coffee & Connections
11:30 am - 12:00 pm
MASTERCLASS A | Achieve Cost Efficiency Without Compromising Service in CX
As financial institutions face increasing cost pressures, maintaining exceptional customer service while optimizing expenses is more critical than ever. This masterclass will provide executives with strategic approaches to reducing costs without sacrificing the quality of customer interactions.
Key discussion points include:
- Empowering Agents Through Scalable Training – How to implement cost-effective, ongoing education programs that enable agents to resolve complex issues quickly, minimizing repeat interactions.
- Optimizing Customer Touchpoints – Identifying opportunities to streamline interactions, eliminate inefficiencies, and reduce unnecessary service requests.
- Enhancing First-Call Resolution – Practical strategies to equip teams with the right tools, data, and decision-making frameworks to resolve issues on the first interaction, reducing operational costs while improving customer satisfaction.
11:30 am - 12:00 pm
MASTERCLASS B | Revolutionize Digital Banking with Data-Driven Strategies to Enhance Customer Retention
In an increasingly competitive financial landscape, customer retention is no longer just about service—it’s about leveraging data to predict needs, personalize interactions, and eliminate friction in the digital banking experience.
Key discussion points include:
- Turning Data into Action – Leveraging sentiment analysis and real-time feedback loops to proactively address customer pain points.
- Optimizing Digital Journeys – Redesigning banking touchpoints to minimize friction and create seamless, intuitive customer experiences.
- Personalization for Retention – Implementing AI-powered insights to identify at-risk customers and intervene with tailored solutions before they churn.
- Predictive & Proactive Service – Merging operational and experiential data to forecast customer needs and deliver preemptive solutions.
12:00 pm - 1:00 pm
BBQ & Business: A Sizzling Networking Lunch
1:00 pm - 1:45 pm
ROUNDTABLE A | AI strategy for the first timers: A crash course to enrich your AI strategy
For organizations venturing into AI for the first time, the challenge isn't just about adopting AI—it's about knowing where to bulk and what to cut out. A strong AI strategy requires clarity on what processes to eliminate, which tasks to deflect through automation, and where AI can add real value. This interactive roundtable will guide participants through key decision-making frameworks to build a balanced, effective AI roadmap.
Key Discussion Points:
-Eliminate: Identifying redundant or outdated processes that AI can replace.
-Deflect: Understanding when automation should handle tasks to improve efficiency.
-Enrich: Pinpointing areas where AI can enhance human capabilities and decision-making.
-Avoiding AI Overload: Striking the right balance between automation and human oversight.
1:00 pm - 1:45 pm
ROUNDTABLE B | Roundtable Discussion: Future-Ready Contact Centers: Upskilling & Reskilling for the AI Era
As AI, automation, and evolving customer expectations transform the contact center landscape, the skills and support they need are evolving as well. Traditional training models are no longer enough—organizations must embrace continuous upskilling and reskilling to ensure their frontline teams remain agile, adaptable, and ahead of the curve.
This interactive discussion will focus on:
-The Future of the Frontline – How AI and automation are reshaping job roles and skill demands.
-Upskilling and Reskilling Agents and Leaders – Equipping frontline employees with the skills and knowledge they need to excel in every interaction and drive customer satisfaction.
-Actionable Strategies for Success – Proven methods for implementing personalized employee development programs that drive engagement and long-term career growth.
1:45 pm - 3:15 pm
Business Meetings
3:15 pm - 3:45 pm
Midwest Momentum: Networking Break
3:45 pm - 4:15 pm
INTERACTIVE PANEL | The AI-Powered Contact Center – What’s Next for BFSI?
Amy Welsh -
Senior Director of Consumer Banking,
Discover Financial
Harrison Gillis - Director, Enterprise Growth, SkanAI
Saket Kumar - Vice President, Consumer Analytics, Citi
AI is revolutionizing customer service in financial services, but the industry faces a critical challenge—striking the right balance between automation, compliance, security, and the human element.
This powerhouse panel of industry leaders will explore:
- The Next Evolution of AI in BFSI – How generative AI, real-time analytics, and predictive automation are redefining customer engagement.
- Where AI Adds Value—and Where It Falls Short – The strategic role of Voice AI, chatbots, and intelligent automation in enhancing customer interactions, reducing costs, and improving efficiency.
- Navigating the AI Trust Equation – How BFSI leaders are mitigating the risks of AI bias, regulatory compliance hurdles, and maintaining the delicate balance between hyper-personalization and consumer data protection.
- AI as a Competitive Advantage – Real-world examples of how banks, insurers, and credit unions are deploying AI-driven strategies to accelerate customer experience transformation while safeguarding trust and long-term loyalty.
4:45 pm - 5:15 pm
Seamless, Secure, and Connected: How PNC is Elevating Commercial Banking Through Digital Engagement
In today’s digital-first world, commercial banking customers expect seamless, secure, and personalized interactions on their terms. PNC is leading the way by leveraging messaging and digital channels to meet customers where they are—while maintaining the highest standards of security, compliance, and human connection. With strong CSAT and NPS scores, PNC’s approach is driving deeper customer relationships and long-term loyalty. Join Jason Plotner, Sr Vice President Digital Channels Product Management at PNC, and Nirali Amin, SVP of Industry and Solutions at LivePerson, as they explore how PNC is redefining digital engagement to enhance customer satisfaction, improve efficiency, and sustain business growth.
5:45 pm - 6:15 pm
INTERACTIVE PANEL | The Business Case for Financial Inclusion & Community-Driven CX
Financial inclusion isn’t just a social responsibility—it’s a business imperative. As financial institutions expand their digital transformation efforts, ensuring equitable access to banking services and personalized customer support has never been more critical.
In this dynamic panel discussion, industry leaders will explore:
- The Role of Financial Institutions in Closing the Inclusion Gap – How banks and financial service providers can better serve unbanked and underbanked populations.
- Leveraging the "Voice of the Employee" for Inclusive CX – Tapping into frontline insights to create more personalized, community-driven experiences.
- Building Trust in Underserved Communities – Overcoming historical barriers through education, representation, and tailored financial products.
- The Business Impact of Inclusive Banking – How prioritizing financial inclusion can drive customer loyalty, retention, and long-term growth.
