April 23-25, 2025
Kansas City, MO
Day 2 | April 25
7:45 am - 8:20 am
Rise & Shine Breakfast
8:25 am - 8:30 am
Chairperson's Opening Remarks
8:30 am - 9:00 am
Speaker Spotlight | Unveiling the Significance of Digital Workplace Experience: Benefits and Metrics for Success
Kelly Marlow -
Associate Vice President, Digital Workplace Experience,
Nationwide
Delve into the pivotal realm of digital workplace experience and its overarching importance in shaping modern work environments. This session aims to highlight the tangible benefits of prioritizing a seamless and engaging digital workplace. From increased employee satisfaction and productivity to fostering innovation, discover how an optimal digital workplace experience contributes to organizational success. The discussion will also delve into practical insights on how to measure the success of your digital workplace initiatives. Explore key metrics, performance indicators, and methodologies that help organizations gauge the effectiveness of their digital workplace strategies. Join us for an insightful conversation on the transformative power of a positive digital workplace experience and the actionable steps to ensure its success.
9:00 am - 9:30 am
Panel | Defining Your CX Strategy: Practical Approaches to Identifying & Prioritizing Opportunities
Pam Haller -
Chief Experience & Marketing Officer,
Royal Credit Union
Jason Mariasis - Vice President, Digital Product Management & Customer Experience, Credit One Bank
Joe Charnitski - Director, Field Communications, Sprinklr
We hear a lot about broad CX theory (e.g., design thinking, human-centered design, persona development, lean startup, iterative testing, etc). But we’re still left wondering – how do we initially shape and continue to evolve a thoughtful, holistic CX strategy / bet portfolio that is sure to drive results? This session will dig into tangible ways to approach CX from an executive point-of-view, and practical frameworks to follow to facilitate the creation of an all-encompassing enterprise-level CX strategy that will position your company to win.
Questions to be addressed:
- How do you / does your organization define ‘customer experience’?
- What is the charter of your CX team / function / department? Success metrics?
- Why those success metrics? How do those translate into tangible business value? (if unclear)
- How would you describe your approach to improving the customer experience?
- What are some techniques or methodologies you employ / have employed to identify key CX opportunity areas? Successes / failures? Pros / cons?
- How are you specifically approaching CX with respect to digital channels and digital self-service?
- How are you leveraging AI today? How does / will AI play a role in building a compelling and differentiated customer experience going forward?
- How do you continue to garner / justify investment in your CX function, especially given the challenging current economic climate for many?
Jason Mariasis
Vice President, Digital Product Management & Customer ExperienceCredit One Bank
9:30 am - 10:00 am
Benchmarking Session | Empowering Employees: Navigating Old Systems in the Age of New Technology for Enhanced Customer Experiences
Tara Brady -
Senior Vice President, Director of Customer Experience,
Provident Bank
This keynote delves into the integral relationship between employee empowerment and customer experience, particularly amidst the challenges posed by outdated systems in a rapidly evolving technological landscape. It emphasizes the critical role of empowering employees as a catalyst for enhancing customer interactions. The session focuses on analyzing projects, employing journey mapping techniques, and soliciting employee feedback to navigate the hurdles presented by obsolete systems. By spotlighting the importance of employee engagement and feedback loops, this discussion underscores the transformative potential of involving employees in finding solutions, thereby bridging the gap between old systems and new technology to drive superior customer experiences.
10:00 am - 11:00 am
Business Meetings
11:00 am - 11:30 am
Networking Break
11:30 am - 12:00 pm
Solution Showcase A | Shaping Financial Services CX with Next-Gen Customer Communications
Nick Schoeneberger -
Senior Customer Engagement Executive,
Precisely
As we navigate through an era defined by digital innovation, customer expectations are reaching unprecedented heights. The financial sector, traditionally known for its conservative nature, needs to embrace this shift towards customer engagement. This transformation is not merely about adopting new technologies; it's about revolutionizing the very fabric of how financial services communicate, connect, and build relationships with their clients.
Join us for this private, closed-door roundtable lunch where we will be taking a deeper look at:
- What steps can be taken to ensure effective and efficient personalization to improve the customer experience?"
- What true next-generation customer engagement platforms must achieve to meet rising standards for customer satisfaction and retention.
- A real-world example and results of what next-generation CX achieved for a top-15 financial institution.
11:30 am - 12:00 pm
Solution Showcase B | Credit Unions and Financial Institutions: Future-proofing Your Contact Center with AI-Enabled Communications
Adena Kirkbride -
Account Executive,
LinkLive
Sam Gage - Account Executive, LinkLive
Sam Gage - Account Executive, LinkLive
In today's competitive landscape, delivering exceptional customer experiences is paramount for financial institutions. In this session, you will learn how empowering your contact center agents with access to personalized, secure, and AI-enabled solutions can drive operational efficiencies. Discover how other banks and credit unions are leveraging digital strategies within their contact centers to elevate customer experiences. Learn firsthand how technologies, such as LinkLive, enable organizations to adopt a customer-centric approach, ensuring regulatory compliance while driving innovation and adaptability. Don't miss this opportunity to future-proof your communications strategy.
12:00 pm - 1:00 pm
Networking Lunch & Learn
1:00 pm - 1:45 pm
Roundtable A | Supercharge Your Supervisors: Leverage GenAI for Rapid Skill-building and Personalized Support
Eleanor Cooper -
CEO, Co-Founder,
Pathstream
Are the supervisors in your contact centers overwhelmed and underprepared? You're not alone. In this roundtable, learn about the top challenges contact center supervisors in the banking sector report that they face (some might surprise you!) and discuss cutting-edge techniques to improve supervisor effectiveness through 1:1 professional coaching and Gen-AI-based skill-building.
1:00 pm - 1:45 pm
Roundtable B | Aligning Experience & Efficiency Objectives
Michael Lewandowski -
Financial Services Lead,
Method
All financial services organizations are pursuing goals related to improving customer experiences and cutting operations costs, which at the surface appear to be at odds. This does not have to be the case. This session will cover common pitfalls that often lead to organizations cutting costs at the expense of experience or vice versa and some approaches to better align those goals to maximize value for clients and the organization.
1:45 pm - 2:00 pm
Comfort Break
2:00 pm - 3:30 pm
Business Meetings
3:30 pm - 4:00 pm
Networking Break
4:00 pm - 4:30 pm
Empowering Conversations | Artificial Intelligence in Digital Banking
Jonas Ng -
Chief Operating Officer of Laurel Road,
KeyBank
Jason Mariasis - Vice President, Digital Product Management & Customer Experience, Credit One Bank
Sean Minter - CEO and Founder, AmplifAI
Artificial Intelligence (AI) is revolutionizing the way banks respond to their customers’ needs without compromising on customer service quality. In this interactive discussion, we will explore how cooperatives can leverage the right mix of high-tech and high-touch to enhance customer service. The experts will share their experiences of launching such initiatives, early successes, and lessons learned thus far. Additionally, we will delve into the potential of AI in transforming customer experiences while ensuring the ethical usage of AI.
Sponsored by: AmplifAI
Jason Mariasis
Vice President, Digital Product Management & Customer ExperienceCredit One Bank
4:30 pm - 5:00 pm
Experts Insight | Fostering the Symbiotic Relationship of Employee & Customer Experience
Brent Nelson -
Vice President of the Virtual Communication Center,
Wellby Financial
Heiwote Tadesse - Executive Vice President - Member Relations, Associated Credit Union
Chuck Kriss - Director of Customer Experience, American Integrity Insurance Company
Brad Schieber - Vice President Sales & Alliances, Zingtree
As a leader, developing your employees to deliver exceptional service experiences is essential. Your employees are crucial to providing better customer experiences, running things efficiently, and facilitating growth. Focus on training and developing your staff to personalize the service experience with the right technology. Join this panel to learn more about finding, hiring, training, and career pathing stellar employees.
5:00 pm - 5:30 pm
Industry Insight: The Future of CX is Collaborative - Unveiling the Power of Relationship-AI™ in BFSI
Gaurav Passi -
Founder & CEO,
Zingly.ai
Join us for an insightful session delving into the paradigm shift in customer experience within the BFSI sector. Learn from industry leaders from Zingly.ai whose mission is to redefine CX, leveraging data + GenAI + humans to achieve infinite scale with hyper-personalization for revenue acceleration and lasting customer relationships. Today's banking customers demand seamless, 24/7 service without the fear of traditional calling and long wait times, or frustration of dealing with yet another rigid workflow-driven chatbot.
