Day 1: Sep 18, 2025
9:30 am
FIRESIDE: THE FOUNDATION OF TRUST
Master Data, Unified Customer View, and the Future of AI in CX
Focus on governance, trust, and responsible AI use with data technology strategy. Master success factors for:
- Breaking down silos and data stitching for a golden record.
- Ensuring consistent and accurate customer data.
- Relying on trusted, unified data for effectiveness.
Drive innovation in customer experience with unified and trusted data to measure impact accurately.
11:00 am
FIRESIDE CHAT: COMMUNITY-FIRST FINANCE
Fostering Sustainable Development In Response To Systemic Challenges
Financial institutions have the tools to enable positive change in communities, and financing can play a critical role in promoting equitable and sustainable development. A focus on relationships can redesign your commercial financing to foster long-term impactful projects. Shift your thinking on how:
- A commitment to partnership can drive social impact and the shift to a clean economy.
- A view to the intersection of climate sustainability and affordability can reap benefits for both financiers and developers.
- Innovative approaches to financing can support solutions to the affordability crisis across the housing spectrum.
- Varied approaches to financing can help community-first organizations meet the needs of marginalized communities.
Leverage financing to build a more inclusive and equitable future for all, while empowering impact-focused organizations to make their dream projects a reality.
1:30 pm
FIRESIDE CHAT: DRIVING COMMERCIAL REAL ESTATE GROWTH
Enhance CX and Accelerate Business Growth in a Highly Competitive Market
Deliver personalized, efficient, and value-driven experiences for multifamily and commercial real estate owners and operators. Create a roadmap to:
- Provide a comprehensive look at the various mortgage execution options available today, and how these executions differ in terms of benefits for real estate owners and operators.
- Enhance CX in the real estate sector, from seamless application processes to delivering personalized recommendations for financing solutions.
- Customize financial solutions leveraging data-driven approaches to enhance customer interactions and drive business success.
Advance commercial mortgage origination and customer service in the real estate finance sector with digital transformation and data analytics.
2:00 pm
INDUSTRY EXPERT: TRANSFORMING COMPLIANCE INTO COMPETITIVE ADVANTAGE
Navigating Regulatory and Privacy Requirements in Canadian Financial Services
Navigate evolving Canadian regulatory landscapes while maintaining competitive customer experience advantage. Learn real-world strategies from financial services transformation frontlines.
- Transform regulatory constraints into competitive CX differentiators across banking and wealth management
- Implement privacy-first customer journey optimization that exceeds Canadian standards while driving satisfaction
- Develop effective collaboration models between CX, compliance, legal, and operations teams
- Navigate sector-specific compliance challenges with proven strategies from leading financial institutions
Day 2: Sep 19, 2025
9:30 am
FIRESIDE:
Build A Scalable Digital CX Strategy for Complex Business Banking Segments
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
3:30 pm
FIRESIDE CHAT: DISRUPT, DIGITIZE, DELIVER
Reinventing CX Through Fintech Innovation
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.
