Dylan is passionate about using metrics and AI to improve the client experience and drive results for ATB Financial. Dylan has enjoyed a variety of leadership roles at ATB, including Innovation, Enterprise Data Science, Strategy and most recently as Managing Director Client Experience Metrics. Prior to ATB Dylan had roles in management consulting, marketing, IT, and analytics. Dylan holds a Bachelor of Commerce (Queen’s University) and a MSc. Business (University of British Columbia).
Day 1: Sep 18, 2025
4:00 pm
PRESENTATION: INTELLIGENT TRANSFORMATION
Leveraging AI & Data to Redefine the Customer Experience
AI isn’t the future of financial services, it’s the now. Turn artificial intelligence and customer metrics into powerful engines for product innovation and experience design by:
- Tailoring client feedback with AI to drive product development
- Improving client sentiment – applying operational metrics for organizational alignment and traction
- The challenge of CX narrative – teams are empowered with self-serve data…but how do you help them get to the “so what? now what?”
- Your data people need to play with others…how to promote CX collaboration for impact
Operationalize AI to personalize and streamline customer journeys
Day 2: Sep 19, 2025
