Seun Aiyese

Senior Vice President, Head of Member Engagement Affinity Federal Credit Union

Seun Aiyese is the SVP, Head of Member Engagement at Affinity where he leads all aspect of Branch Banking, Business Banking, Mortgage Banking and Investment & Insurance Services and Customer Contact Center for almost 3years. Previous to this role, he spent more than 18 years in the financial services industry ranging from experience within the top 3 Banks in the US to top Insurance firm. He obtained his Bachelor’s Degree in Business Management, Masters in Organizational Leadership and also an Executive Program in Financial Technology at Oxford Said Business School. Seun currently resides in Washington, DC with his family.

Day 1 | December 6

2:30 PM Panel Insights | The Key to a Human+Digital Strategy in the Age of AI

With technological advancements, more and more customers turn to online and mobile channels for their needs. It's increasingly crucial for BFSI leaders to offer robust support services to help customers navigate the complexities of products and services. Achieving the perfect balance between cutting-edge technology and personal interaction with human experts is crucial in building long-lasting customer relationships.


Our panel of experts will explore the benefits of blending digital channels with the empathetic and skilled support of contact centers, which can provide added value to maximize the benefits of AI and thrive in the rapidly evolving CX landscape with convenience, and efficiency.

Day 3 | December 8

9:00 AM A Year in Review | Top Challenges, Trends and Opportunities

As we wrap up 2023, it is critical to reflect on where we went right, and where we went wrong. Contact Center leaders shared their greatest challenges, priorities and opportunities to highlight a roadmap for the year ahead.


CCW Digital Analyst Brooke Lynch will unpack findings and facilitate a discussion on their latest market study ‘Future of the Contact Center.’ Highlighting insight on the evolving agent experience, new technology and rising expectations, this session will deep into new research from CX leaders focused on continuous improvement.


This discussion will also explore:

- Contact center priorities for the next 1-2 years

- Training competencies and the evolving agent role

- AI and self-service for the modern customer

Check out the incredible speaker line-up to see who will be joining Seun.

Download The Latest Agenda