2016 Media Partners Included:
October 09 - 10, 2018
The Ritz-Carlton Orlando, Grande Lakes, Orlando, FL

Media Center

Featured Downloads

Customer Experience Exchange Investment Priorities 2018

NORTH AMERICA'S TOP CX EXECUTIVES IN THE BANKING, FINANCIAL SERVICES & INSURANCEINDUSTRIES HAVE SHARED WITH US THE TOP INVESTMENT PRIORITIES SHAPING THEIR STRATEGIES FOR 2019 AND ARE COMING TO THE EXCHANGE IN OCTOBER TO ENGAGE WITH THE LEADING PROVIDERS

Customer Experience Leaders' Top 10 Investment Priorities

Ahead of the Customer Experience Exchange for Financial Services, we surveyed our elite group of customer experience leaders attending the event to understand their biggest CX challenges, and which tools and solutions they plan to invest in over the next 6 - 18 months to build customer trust and ...

The Changing Face of the Financial Services Customer

Nowadays customers are more savvy than ever before. Whatever their purchase, customers want their experience to be consistent, with their problems solved quickly, and with full transparency. Financial Services across North America have woken up to this a ...

Personalization vs Automation

Customers are engaging with FS organizations in a much more sophisticated way than ever before, with the emergence of digital handing the power directly to the customer. But how are organizations using emotional engagement, personalization, even individualization in the fight to remaining competi ...

Welcome to Digital Disruption

Buying behavior have forever changed with customers in all markets. As a result, financial firms now need to compete with a whole new kind of ‘great’ experience. Ulrika from Lithium takes the audience through how FS organizations can allow customers to take charge through digital.

Future Trends Report

The pace of change within the BFSI sector is increasing at a very fast rate, with disruptors around every corner. It’s now common knowledge that companies offering only out-dated solutions to customers will become irrelevant incredibly quickly. If you’re not online, mobile-friendly an ...

BFSI Investments: The CX Report

North America’s top Customer Experience executives within the Banking, Financial Services and Insurance industries have shared the challenges and investment areas that are shaping their 2018 strategies in this definitive guide into CX budget assignment. The proliferation of new technologies and t ...

Customer Experience Exchange for BFSI Post Event Report 2017

This post event report outlines these and many more central themes that arose from discussing the challenges and trends driving high levels of investment across the broad technology and service provider landscape. With exclusive presentations, statics and insight from the Exchange, we hope you fi ...

Interviews with Industry Leaders

Cindy Chastain, Mastercard, SVP, Group Head, Customer Experience and Design

We caught up with Cindy Chastain from Mastercard who shared some of her insights into how to successfully guide the transformation of customer experience in order to differentiate your brand. She advocates the importance of design and predicts that this will become more and more prevalent in the future. She...

Jennifer Watkins, Global Head of Customer Innovation& Foresight, AXA

Jennifer Watkins from AXA shared her insights into innovation in customer experience, and how to create a seamless customer experience across all channels. She recommends the importance of involving employees in your customer service vision, and having the skillset to enable change in your organization. Watch our interview with her...

Jeronimo De Miguel, VP Branding & Creative, ManuLife

Jeronimo De Miguel from Manulife tells us about the significance of a strong brand image and how brand ambassadors can have a positive impact on your organization. He reveals the message behind Manulife’s latest brand campaign, “Are You Ready?” and how this reflects the need to connect with customers on...

Kristin Julbert, Director, Client Experience & Business Process, BBVA Compass

We caught up with Kristin Julbert who offered her insights on what makes a successful metric strategy. She tells us how her team use the data available to them to identify what actions are necessary to improve the customer experience, and then follows through to ensure these actions are happening....

Maura Hunter, SVP Customer Experience, Fidelity

Maura Hunter takes us through her key elements for success in a customer experience strategy, and how to integrate customer experience into the DNA of your organization. She tells us the importance of getting employees onboard with your customer experience strategy, and how to connect with the customer on their...

Dan Balistierri, Vice President, Global Service & Experience, MasterCard

In this exclusive interview Dan discusses which aspects of a loyalty scheme attributes most to a great consumer experience, how the financial sector is dealing with an increasingly digital world and which are the most important elements when designing a great omnichannel strategy. Dan also shares the three most important...

Kelly Harper, BMO Financial Group, Director Customer Experience Learning

Kelly shares her thoughts on what the financial services sector need to do to help rebuild trust from their customers, how BMO Financial Group leverage their customer experience strategy to achieve a competitive advantage and what are the three most important aspects of a customer experience strategy that financial services...

Nancy Porter, SVP, Marketing & Sales, Monarch Bank

Nancy sat down with the Customer Management team to discuss how combining the marketing, sales and training budgets under her remit has helped Monarch deliver a great experience, the secret to delivering an award winning customer experience and what types of initiatives Monarch integrate to ensure the customer is always...

Richard Newsom, VP Retail Customer Experience, Fifth Third Bank

Richard shares his views on what organizations should be focusing on to ensure that they become as customer centric as possible. With so many different touchpoints, Richard also shares how 53 are driving meaningful insights from its customers.

Henry Edinger, Chief Customer Officer, Travelers

Most companies struggle to achieve their customer experience goals due to other projects that may potentially be perceived as ‘higher priority’. It’s imperative to empower employees across all departments, whether customer-facing or not, to deliver products and services designed for the customer of today and the customer of tomorrow. Henry...