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

Donna Peeples - Chief Customer Officer, Pypestream
img

Donna Peeples

Chief Customer Officer
Pypestream

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

  • Relevancy in the time of need
  • Changing Customer Expectations
  • Data driven approach to creating flexible and personalized customer solutions
  • Using AI to enhance experiences 
  • What does future look like for the Financial Services Industry?
  • Taking Action: Fostering a Customer-Focused Culture
img

Melissa Kivett

Chief Customer Experience and Marketing Officer, Individual Solutions Group,
Prudential

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 Challenge

Open the envelope in the middle of your table, read out the question, and discuss!

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

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

10:40 am - 11:10 am Leveraging Cognitive Insights to Power a Differentiated Customer Experience

Jared Johnson - Digital Strategy Principal, Solstice
While machine learning is getting a lot of press lately, generating insights about your customer often requires more than machine learning. Learn about how financial services companies are using Cognitive Insights to enable their business to power customer experiences that understand what your customer cares about -- even in scenarios where you don't have enough data to perform machine learning. Gain confidence in your own AI hypotheses so you can move from "we are researching AI" to "we are achieving outcomes through AI."
img

Jared Johnson

Digital Strategy Principal
Solstice

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

Bradd Schick - Sales Engineer, iovation
• 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


img

Bradd Schick

Sales Engineer
iovation

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

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

11:50 am - 12:55 pm Surveys are dead. Long live Feedback!



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

1:15 pm - 1:45 pm Implementing a digital self-service strategy

Tosin Odesanya - SVP, Head of Digital Self-Servicing, Citi
img

Tosin Odesanya

SVP, Head of Digital Self-Servicing
Citi

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

Manning Field - Chief Operating Officer, Acorns
Tosin Odesanya - SVP, Head of Digital Self-Servicing, Citi
• 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
img

Manning Field

Chief Operating Officer
Acorns

img

Tosin Odesanya

SVP, Head of Digital Self-Servicing
Citi

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

Manning Field - Chief Operating Officer, Acorns
Tosin Odesanya - SVP, Head of Digital Self-Servicing, Citi
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.
img

Manning Field

Chief Operating Officer
Acorns

img

Tosin Odesanya

SVP, Head of Digital Self-Servicing
Citi

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

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

3:10 pm - 3:40 pm Digital Strategies to Accelerate Your CX Transformation

Traditional financial service providers are unmatched in the comprehensive set of services and expertise they offer to their customers. But these institutions fall behind in their ability to keep pace with the technological innovations driving customer expectations.

Learn how to develop the capabilities to grow customer relationships in this new digital era.  


3:45 pm - 4:15 pm Blended AI to Drive Your Business Goals

Lawrence Hodgson - Sr. Strategic Business Consultant, Genesys
Artificial Intelligence (AI) is a hot topic. While the automation is impressive, it’s vital to blend AI with the human touch to deliver the most effective customer experience.
 
Join this session to learn about:
  • Seamless blending of bots and agents across all channels
  • Breakthroughs in conversational voicebots, chatbots, socialbots
  • Predictive routing to boost operational and revenue goals


img

Lawrence Hodgson

Sr. Strategic Business Consultant
Genesys

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
  • Building a dynamic and hyper-personalized environment for financial services customers
  • Go beyond just marketing in the world’s most popular apps, allow your customers to bank within them
  • Mobile API design and development with the customer in mind
img

Patrick Kelly

AVP Digital Product Development
USAA

4:55 pm - 5:25 pm How to Deliver a Personalized End-to-End Customer Experience Using Strategic Analytics

Mona Jantzi - Chief Experience Officer, Barclays US
• Leveraging machine learning technologies to further understand the customer
• How to utilize data to improve the complaint management process
• Gaining one clear and comprehensive view of the customer to identify friction points
• Overcoming organizational silos when collecting customer insight
img

Mona Jantzi

Chief Experience Officer
Barclays US

5:25 pm - 5:55 pm Put down the sticky pads, it’s time to move from mapping to true Digital Transformation

Brandon Sailors - Executive Director, Head of Financial Services, CSG International
Elevate the customer experience, meet your customers in the digital world, and provide a highly personalized engagement that truly satisfies your customers.  CSG has been focused on helping our customers navigate the impact of digital disruption by creating better customer experiences across the channels that consumers are demanding. True Digital Transformation requires a combination of people, processes, and technology aligned to simplify the customer experience.  Using innovative tools to not only map customer journeys, but orchestrate the journeys by blending multi-channel access with online & offline data analytics to provide personalization and improve the customer experience. Technologies such as Natural Language Processing, Artificial Intelligence and Chat bots are grabbing headlines, but must be balanced with a seamless Customer Service Agent experience to truly delight customers from an end to end engagement.  During our time, we will provide use cases that discuss how providing personalization via multi-channel solutions has led to successful implementations for our banking, cable, and entertainment clients.  


img

Brandon Sailors

Executive Director, Head of Financial Services
CSG International

5:55 pm - 6:25 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
img

Evan Gerber

VP of Digital Strategy
Fidelity Investments

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

Donna Peeples - Chief Customer Officer, Pypestream
img

Donna Peeples

Chief Customer Officer
Pypestream

6:30 pm - 8:00 pm Cuban Night!