The journey of women in leadership is often shaped by resilience, determination, and the ability to rise above challenges.

This empowering discussion will be facilitated by our very own Sandy Ko Fonseca, Founder & Principal of CCWomen.

Get ready for an energizing morning of networking, inspiration, and actionable insights to help you lift yourself and those around you—empowering you to lead with confidence and impact.

TBA

As customer expectations evolve and digital banking expands, the role of the physical branch is shifting. This session will explore how AI, automation, and self-service innovations are redefining branch experiences. With first-hand insights from leading transformation initiatives, this discussion will cover how financial institutions can create seamless, efficient, and personalized branch interactions while optimizing operational costs.

Key Discussion Points:

Branch Transformation Through AI & Automation – A deep dive into how banks are integrating AI-powered self-service solutions, such as Enhanced Self-Service ATMs (ESS ATMs), to replicate teller functions and improve efficiency.

Bridging Digital & Human Touchpoints – How video banking and AI-driven customer engagement tools enhance in-branch experiences while ensuring human support remains accessible.

Lessons from Large-Scale Rollouts – Insights from past deployments, including key successes, challenges, and what to anticipate in the next wave of branch evolution.

Employee Experience & Skill Evolution – The role of workforce transformation in branch modernization and how to equip employees with the right tools and skills for the future.

Seun Aiyese

President, Head of Retail Banking
Southern Bancorp

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In today’s fast-evolving landscape, a well-trained workforce isn’t just a nice-to-have—it’s essential for delivering exceptional customer experiences. But too often, frontline employees aren’t equipped with the right training, and senior leaders lack the insights needed to take meaningful action. This session explores how organizations can bridge the gap, ensuring employees are prepared to meet customer needs while leadership has the visibility to drive strategic improvements.

We’ll break down:

-The key training gaps that impact customer experience and how to close them

-How to ensure leadership has real-time, actionable insights to make informed decisions

-Practical strategies to embed continuous learning and customer-centric decision-making across all levels

By the end of this session, you’ll walk away with a blueprint for aligning employee readiness with executive strategy—so every touchpoint in the customer journey is seamless, efficient, and impactful.

Andrea Jackson

Vice President, Experience and Design
M&T Bank

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Talk about cultivating a culture of customer centricity continues to prove hollow. The majority of consumers feel that experiences actually regressed over the past year, delivering a harsh truth to businesses of all industries. The real kicker? AI technology, which many have been trumpeting as a saving grace, is exacerbating the situation. What will it take to reverse this regression? What will it take to harness AI in a more productive, customer-centric way? What will it take to empower agents to deliver personalized, productive, loyalty-building service? What will it take to build a brand for which customers eagerly advocate? The answers are in this market study.Instead of guessing about the answers, CCW Digital went right to the source – and surveyed actual customers about what they want from chatbots, digital experiences, agent interactions, and in-store shopping trips.

Brian Cantor

Managaing Director, Digital
Customer Management Practice

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