October 09 - 10, 2018
The Ritz-Carlton Orlando, Grande Lakes, Orlando, FL

CX Exchange for BFSI Day 1

7:30 am - 8:30 am Registration and Networking Breakfast

8:30 am - 8:35 am Customer Experience Exchange Introduction and Welcome

8:35 am - 8:45 am Chairperson's Opening Address

Meeting customer demands with innovation, AI, and a cutting edge omni-channel strategy

8:45 am - 9:15 am Engaging With Today's Digital Customer

Melissa Kivett - Chief Strategy and Marketing Officer Prudential Financial
• Making digital an integral part of CX strategy
• Understanding and meeting the needs of millennial customers
• How to engage the customer in the new connected world
• Providing customer experience for the customer who is ‘always on’
• Exploring distribution experience to be where your customer wants you to be
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Melissa Kivett

Chief Strategy and Marketing Officer
Prudential Financial

9:15 am - 9:45 am Using Digitalization and Automation to Deliver a Seamless Customer Experience

• Meeting rising customer expectations with automated services
• Achieving efficient processes to enhance customer experience
• Improving process speed and accuracy with digitalisation, RPA and AI
• Using business process automation to free up staff for CX-critical interactions
• What opportunities are there for using RPA, AI and smart analytics in CX?


9:45 am - 10:00 am Networking Bingo

Take 15 minutes to meet a few of your peers, understand their objectives for the event and exchange business cards over a cup of coffee and more importantly the chance to win a prize!

10:05 am - 10:35 am One-to-One Business Meetings

10:40 am - 11:10 am One-to-One Business Meetings

10:05 am - 11:10 am The Future of Financial Services with AI at the Wheel

11:15 am - 11:45 am Engaging Customers Through Devices

• Achieve a unified mobile experience with an integrated approach of online and social channels
• How to turn your app into your customer’s trusted bank manager
• Ensuring the right level of security in place for authentication and fraud prevention
• Launching personalized app configurations based on customer personas
• Fully comprehending how to integrate new technology into ongoing business models


11:50 am - 12:20 pm One-to-One Business Meetings

12:25 pm - 12:55 pm One-to-One Business Meetings

12:25 pm - 12:55 pm Delivering the Next Generation of Digital Experiences

8:00 am - 8:30 am Interactive Networking Lunch

1:45 pm - 2:15 pm Fintech Take Over - Innovative and Disruptive Strategies in CX (Part One)

Randi Schochet - Chief Marketing Officer Cross River
Manning Field - Chief Operating Officer Acorns
• Learn from the Fintechs and Insurtechs redefining customer experience
• Fostering a culture of idea generation
• How to transform your business’ agility
• Customer experience ideas that will differentiate you from the competition
• Keeping your finger on the pulse of the latest CX strategies
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Randi Schochet

Chief Marketing Officer
Cross River

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Manning Field

Chief Operating Officer
Acorns

2:15 pm - 2:30 pm Fintech Take Over - Innovative and Disruptive Strategies in CX (Part Two)

Randi Schochet - Chief Marketing Officer Cross River
Manning Field - Chief Operating Officer Acorns
After 30 minutes of hearing from our Fintech and Insurtech experts, the audience will be asked to discuss the key
themes and topics of part one ready to ask the panelists a few questions.
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Randi Schochet

Chief Marketing Officer
Cross River

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Manning Field

Chief Operating Officer
Acorns

2:35 pm - 3:05 pm One-to-One Business Meetings

3:10 pm - 3:40 pm One-to-One Business Meetings

3:45 pm - 4:15 pm How to Create a True Omni-Channel Environment For Your Customers

• Launching both B2C and B2B dashboards to deliver your customers with a 360-degree view of their financial status
• Personalizing feedback programmes to suit specific channels and segments of customer
• Transforming the contact centre to provide customers with the same service as those engaging through digital channels
• Tackling large legacy systems to become the agile business your customers want


10:05 am - 10:35 am One-to-One Business Meetings

10:05 am - 10:35 am One-to-One Business Meetings

4:20 pm - 4:50 pm Humanizing Digital and the Future of Distributed Experience

Patrick Kelly - AVP Digital Product Development USAA
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Patrick Kelly

AVP Digital Product Development
USAA

4:55 pm - 5:25 pm Artificial Intelligence - Myths, Common Misconceptions and How It Can Realistically Improve CX in the FS Industry

Evan Gerber - VP of Digital Strategy Fidelity Investments
• Exploring how AI can be used as an asset not as a solution
• Deliver smarter, frictionless experiences with the help of AI
• Machine learning, neural networks and natural language processing – what can they do for you?
• How AI can help businesses move away from omni-channel and towards ecosystem
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Evan Gerber

VP of Digital Strategy
Fidelity Investments

5:25 pm - 5:55 pm Streamlining CX to Enhance Customer Relationships and Gain Trust

• Driving change by embracing emerging technologies and implementing innovative strategies
• Gaining a single view of the customer to deliver seamless experiences on any channel
• How to successfully design data-driven customer journey maps
• Exploring real-time billing and customer care services to make it easy for the customer


5:55 pm - 6:25 pm Disruption, Digital and Devices. What Do Customers Really Want From You?

Michael Marx - VP Market Intelligence Visa
• Understanding your future customer: Generation Z
• Why consumers are the disrupters
• Bringing the human touch to technology driven service
• How to get personalization right through proactive individualized marketing and communication
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Michael Marx

VP Market Intelligence
Visa

6:25 pm - 6:30 pm Q&A Roundup and Chairperson's Closing Remarks

6:30 pm - 8:00 pm A Bit of British Pub Quiz

Enjoy a British themed reception with plenty of drinks and bowl food to accompany a traditional pub-style quiz.