AGENDA

Gain insight into today’s sessions so you can get the most out of your conference experience.

In a world overloaded with data and shifting customer expectations, real impact comes from turning insights into strategic action. Challenge the status quo and deliver marketing solutions that drive measurable outcomes by:

• Extracting actionable insights from complex customer data
• Building evidence-based marketing strategies that resonate and convert
• Leading high-performing teams that are agile, insight-driven, and results-oriented
• Balancing creativity and analytics in customer experience strategy
• Proving impact and marketing KPIs that matter to the C-suite

Equip your organization with proven frameworks to power customer-centric transformation and deliver bottom-line results.

In an era where business banking clients expect the same seamless experiences as retail consumers, delivering secure, scalable, and intuitive digital platforms is no longer a differentiator, it’s a mandate. Collaborate across product, technology, and business teams to accelerate innovation and meet evolving regulatory, partner, and client expectations by:

• Aligning enterprise platform delivery with regulatory and client expectations
• Embedding security in driving trust and efficiency
• Orchestrating large-scale transformation with cross-functional teams

In the era of AI, success lies beyond the buzzwords – true enterprise success demands more than just following industry trends – it requires visionary strategies that harness AI’s transformative potential to reimagine customer experiences. Achieving meaningful results calls for a holistic approach, seamlessly integrating proactive engagement, digital channels, and intelligent automation. This session will provide strategic insights into the challenges and opportunities organizations face as they embark on their AI journey, offering a path for leaders to craft customer experience strategies that foster lasting loyalty, differentiation, and measurable business impact.

• Anticipate customer needs and deliver timely, relevant solutions using business insights.
• Bank on AI-powered solutions that deliver ROI for your business
• Discover what the future of customer experience looks like for your banking customers

Take a deep dive down the innovation rabbit hole in one of our roundtable discussions. Share common challenges and best practices with your CX financial peers on a topic of your choosing:

1. Customer Emotion: Design customer journeys with emotions in mind.
2. Fraud Prevention: Protect your customers’ sensitive data while balancing CX.
3. Digital and Frictionless CX: Enhance seamless experiences for your customers.Sponsored by Cisco
4. Customer Intelligence: Leverage data analytics and customer insights for strategic decisions and personalized experiences.
5. Technology Applications: Identify areas of opportunity and improvement in CX.
6. Silent Signals: What Your Customers Are Telling You That You’re Not Hearing. Sponsored by Genesys

In the evolving landscape of financial services, empowering the sales journey with customer-centric tools and strategies is critical. Connect the dots between data, sales campaigns, and advisor relationships to proactively drive incremental growth while improving the client experience by:

• Sales-CX Alignment: How CX principles are being embedded into advisor support to elevate client relationships.

• Leveraging Data in the Sales Cycle: Explore techniques to use data for targeted outreach, proactive selling, and enhanced client personalization.

• Campaign Enablement: Strategies for enabling sales teams with tools, messaging, and support that reflect the voice of the customer.

Empower your sales support contact centre to improve both advisor satisfaction and end-client trust.

Join this session to learn how to:

• Adapt to the changing marketing environment and develop strategies to leverage AI

• Use AI to get the deep customer insights you need to drive real engagement.

• Supercharge your team’s efforts with a clear, strategic plan—not a one-size-fits-all solution

• Unlock the full potential of your AI tools by building the right operational and data foundation from day one.

Align your businesses and IT strategies with your goals while optimizing processes and accelerating time to market. Take back key strategies for agile transformations, integrating business process improvements. Walk away with an action plan on:

• Translating business and consumer needs into tangible program deliveries.

• Improving business agility, driving process efficiencies, and achieving cost-effective, high-speed delivery in a competitive landscape.

• Scaling agile practices to drive innovation and long-term business success.

Improve your approach to translating complex business and consumer needs into actionable, efficient program deliveries to drive faster decision-making and enhance customer satisfaction.

1. Using predictive analytics to have smarter and more targeted recovery strategies. A one size fits all strategy for loss mitigation is inefficient. Using predictive analytics to drive segmented strategy that allows for hyper targeted approaches using data backed customer grouping and strategies.
2. Automating manual risk processes to increase accuracy and shift FTE focus on tasks that require more manual intervention. Manual processes not only slow down decisioning but also introduce avoidable errors. Automation in risk monitoring and analytics unlocks speed, scale, and sharper decision-making.
3. Use behavioural and demographic data into risk strategy. Behavioural patterns (e.g., login frequency, partial payments) and demographic data (e.g., income tier, location, age) are strong early indicators of credit stress, often surfacing before delinquencies hit.
4. Strategic vendor management to ensure optimized recovery growth. By implementing plans like champion/ challengers and curated account allocation thereby playing to the strengths of each vendor, recovery vendors can turn into innovation partners and performance drivers.
5. Break silos- combine financial, risk, and customer operations data to drive precision in every credit and recovery decision. Integrate insights from FP&A, and every part of the credit risk lifecycle team to inform smarter, end-to-end decision-making. These signals help identify performance trends, risk flags, and operational bottlenecks.

As financial services evolve, so do the expectations of members. The transformation of services to individuals isn’t just about technology, it’s about creating meaningful, human-centered experiences that empower people in their financial lives. Balance digital acceleration with emotional intelligence to deliver personalized, inclusive, and accessible service at scale by:

• Redesigning service delivery with empathy and relevance at the core.
• Exploring the digital tools and AI integrations enhancing the member journey without losing the personal touch.
• Understanding the structural and cultural shifts needed to support modern customer expectations.

Shape the future of personal financial services by data and feedback loops

Transform a traditional financial institution into a trailblazing fintech leader by driving game-changing digital customer experiences across front, middle, and back-office operations. Accelerate transformation with bold innovation, regulatory engagement, and data-driven automation by:

• Revolutionizing Robo-Advisory CX Revolution with the regulatory, technical, and CX foundations.
• Empowering customer through Self-Service with self-directed platforms like digital onboarding elevated client autonomy and satisfaction.
• Speeding and Scaling in Fintech from self-clearing transitions to low-latency trading, delivering fast, secure, and seamless client experiences at scale.
• Building a Tech-First Culture and grow an in-house technology organization from scratch and aligning it with business goals.

Strategize tech as a growth engine and align back-office innovation with front-end CX to drive measurable business impact.

Review the key solutions and takeaways from the conference. Source a summary of action points to implement in your work.