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ABOUT

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CIBC

“CXS ‘25 was great! It was specifically catered to CX in the context of financial services, and the topics discussed were so current!”

Gestion FÉRIQUE

“It is refreshing to see different companies and businesses but to realize we all have same challenges”

Foundever

“Great session with a great mix of financial institutions and solutions.”

Canada Life

“Great to hear how like minded people are dealing with issues plauging customers and financial institutions.”

Scotiabank

“A great summit with lots of helpful information, very thought-provoking and a great networking experience. ”

CIBC

“CXS ‘25 was great! It was specifically catered to CX in the context of financial services, and the topics discussed were so current!”

Gestion FÉRIQUE

“It is refreshing to see different companies and businesses but to realize we all have same challenges”

Foundever

“Great session with a great mix of financial institutions and solutions.”

Canada Life

“Great to hear how like minded people are dealing with issues plauging customers and financial institutions.”

Scotiabank

“A great summit with lots of helpful information, very thought-provoking and a great networking experience. ”

LEARN FROM TRUIST, WEALTHSIMPLE, RBC, BLACKROCK, CANADA LIFE, MANULIFE, & MANY MORE LEADING FINANCIAL INSTITUTIONS

Welcome to the 7th Annual Customer Experience for Financial Services Summit, where the future of financial service delivery takes centre stage! Here’s what’s in store:

  • Navigate economic pressure and evolving customer expectations to uncover how leading institutions are responding with trust, transparency, and proactive communication.
  • Master end-to-end customer journeys that blend human support with digital intelligence.
  • Harness the power of customer data to improve the entire lifecycle journey.
  • Perfect efficiency using AI-enabled tools, automation, and scalable platforms.
  • Bolster customer confidence through responsible data practices.

Join us as we explore how financial institutions are transforming CX strategy into execution and creating deeply personalized customer experiences at scale.

DOWNLOAD BROCHURE

TOP 3 REASONS TO ATTEND

1

Achieve a high-impact CX strategy for financial services success

  • Master high-impact experiences across every customer touchpoint to strengthen loyalty and
  • Harness AI-driven insights to optimize personalization, improve decision-making, and increase operational efficiency.
  • Bolster new growth opportunities by transforming CX into a true competitive differentiator.

 

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2

Perfect high-impact revenue growth through exceptional customer service

  • Transform customer service operations to improve efficiency and drive measurable revenue growth.
  • Master best practices by connecting with senior executives and financial services leaders across B2C and B2B.
  • Advance practical strategies through interactive sessions, case studies, and discussions unlocking new opportunities.

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3

Connect, learn, & engage with leading CX innovators in financial services

  • Leverage insights from real-world customer experience success stories from industry leaders such as BlackRock, Citizens, TD, Canada Life, and more.
  • Achieve meaningful connections with CX executives and peers through an interactive event app.
  • Connect from anywhere with a flexible hybrid event platform with access to sessions, discussions, and networking opportunities.

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NETWORK WITH THE TOP CX LEADERS IN THE FINANCIAL SECTOR

SEE WHO ATTENDS

25 YEARS OF CULTIVATING CONNECTIONS

For 25 years, Strategy Institute has been a trusted leader in delivering high-impact events and world-class content that shape industry conversations and drive real transformation.

The Customer Experience for Financial Services Summit is the premier gathering for CX leaders in financial services, bringing together the most forward-thinking minds to share strategies, innovations, and actionable insights that redefine customer experience.

  • Tap into a powerful network of 5,000+ CX leaders in financial services across North America, gaining access to proven strategies and emerging best practices.
  • Connect with innovators and early adopters of next-generation CX technologies.
  • Experience a highly interactive environment designed to accelerate learning, collaboration, and CX transformation.
  • Strengthen your expertise, build a practical action plan, and forge meaningful relationships.
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JOIN OUR COMMUNITY

Ever attend an event where you feel like you’re lost in the crowd? Not at the Customer Experience for Financial Services Summit!

We deliberately design the program to encourage you to build relationships with like-minded CX peers. Our onsite experience and innovative event platform allow you to network in small working groups, peer-led breakouts, roundtables, and much more!

Arrive solo but leave as part of the CXFS community.

CONNECT WITH US

DISCOVER TORONTO!

No matter what floats your boat – sports, arts and culture, shopping, food and drinks or simply people watching – Toronto won’t let you (or your spouse) down!

Here are some ideas to get you started:

Entertainment & Night Life

Enjoy the bustling entertainment district featuring Broadway musicals and plays, or go to the internationally acclaimed Roy Thomson Hall to catch one of the 350 concerts that take place there each year.

Attractions

From the CN Tower and Ripley’s Aquarium near the lake to Casa Loma in the Annex, Toronto has a variety of famous attractions. Get a Toronto CityPass to save money, avoid ticket lines and take in the local sights.

Restaurants

Toronto has a vibrant food scene offering a diverse selection of tasty flavours. From hole-in-the-wall joints to luxurious tasting menus, Toronto is a food lover’s dream city.

Sports

Home to the Blue Jays, Raptors, Argonauts and Maple Leafs, there is something for every sports fan in Toronto. Watch a game at the Rogers Centre, Scotiabank Arena or at one of the many sports bars across the city.

Arts & Culture

With 29 museums in Toronto and 21 top art galleries, you can spend days enjoying the arts scene. Start your visit at the ROM or the AGO and finish up at the Ontario Science Centre or the Hockey Hall of Fame.

THE VENUE

Hyatt Regency Toronto

Discover the excitement of Downtown Toronto’s Entertainment District, steps from the business and financial district and all that makes the city a vibrant destination. With easy access to the Metro Toronto Convention Centre, you can also explore the CN Tower, Rogers Centre, Royal Ontario Museum, and Princess of Wales Theatre. Enjoy the fashionable shopping and dining scene within walking distance of our hotel. At the Hyatt Regency, you are immersed in the creative urban energy of Toronto.

BENEFITS OF STAYING AT THE HOTEL INCLUDE…

  • Networking:Onsite social activities for conference attendees and speakers.
  • Dining Experience:Dine at King Street Social Kitchen: Offering breakfast and dinner menus and a la carte lunch, King Street Social Kitchen is a great place to enjoy a satisfying meal during your stay at Hyatt Regency Toronto.
  • Accommodations:Our sophisticated hotel suites and rooms in downtown Toronto offer spectacular views of the city and high-end amenities to provide a luxurious and comfortable stay. Carefully designed for the modern traveler, our accommodations come with complimentary Wi-Fi, access to our seasonal rooftop pool and delicious dining options.
  • Convenience:Discover downtown Toronto and its Entertainment District when you stay at Hyatt Regency Toronto, just steps from the business and financial district and all that makes the city vibrant. Near the Metro Toronto Convention Centre, Rogers Centre, the CN Tower, the Princess of Wales Theatre and more, you can enjoy the culture, shopping and restaurant scenes easily.

TO RESERVE

Strategy Institute does not have a room block with the venue hotel. Please contact the hotel directly for rates.

Hyatt Regency yatt RegencyToronto
370 King Street West, Toronto ON M5V 1J9

(416) 343-1234

IMPORTANT: Strategy Institute is not affiliated with, nor do we contract any third-party room booking service. Please contact the hotel directly to make your reservations.

YOUR 2026 CXFS SUMMIT TEAM

FREQUENTLY ASKED QUESTIONS

Which meals are included?

Breakfast, lunch as well as morning and afternoon snacks are provided at the conference, served in the exhibition hall.

Is there parking?

Yes, contact our customer care team for more details at [email protected]

Can I send a replacement delegate if I can’t attend at the last minute?

Absolutely! Please contact our customer care team at [email protected] at your earliest convenience.

I have special meal requirements, who do I contact?

Please contact our customer care team at [email protected] so they can liaise with the venue to ensure you are taken care of.

When will the presentations be available, and how do I get them?

Presentations will be available for download on the event platform, typically on the day of the summit. Please be aware that not all speakers are able to release their presentation due to confidentiality reasons

What time do I need to arrive before my presentation?

Please arrive at the break before you are due to speak, e.g. if you are due to speak at 4 p.m., please arrive during the afternoon break. This is so you can meet the conference producer, check your slide deck, load it if you have a new version with you and run through a rehearsal of your presentation.

When is my presentation due?

Please send your presentation to the event manager two weeks prior to the conference, even if it is still in draft form. This will allow us to check it in advance and let you know if there are any issues. Please also email your final version to the event manager and bring a back-up copy on a USB stick.

What aspect ratio should my slides be?

Please select ‘standard’ in Microsoft Office – the aspect ratio is 4:3.

Can I stay for the whole conference?

Yes, you are very welcome to attend the whole conference. It’s one of the benefits of speaking!

Is there a speakers’ green room?

No, we find our speakers enjoy networking with delegates, other speakers and sponsors in the exhibition hall, which is open throughout the conference. Hot and cold drinks are typically available in the exhibition hall all day, and seating is provided if you need to complete some work or make any calls.

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Electronic Funds Transfer or Cheque for Canadian Currency and American Currency.

What is your cancellation/refund policy for paid invoices?

A full refund minus a $495 administrative charge will be given for cancellations received in writing up to 14 days prior to the conference date. Refunds will not be available after this date.

Can I pay half now and half at a later date?

We highly encourage a full payment upon receipt of invoice. For any specific circumstances, please reach out to customer care at [email protected]

My credit card was charged with a foreign transaction fee, how do I get that amount paid for?

Strategy Institute is not liable for any additional charges levied by a credit card company, including but not limited to American Express currency conversion charges.

I paid for my registration, does it include my hotel stay at the venue?

Registration fees include attendance, luncheon and all course materials. It doesn’t include accommodations or transportation to and from the conference.

When is booth setup and teardown?

Setup is usually the night before the event or before registration opens on day one. You will receive a logistics package from your event manager with more details. If you have not received this, please contact customer care at [email protected] so they can connect you to the event manager.

When will I know my booth number?

You will receive this from your event manager one week before the event.

I want to distribute handouts, can you make that happen?

Yes! Please give them to the event manager when you arrive for setup. If you want to distribute an electronic handout, please send this to your event manager at your earliest convenience.

EVENT

Which meals are included?

Breakfast, lunch as well as morning and afternoon snacks are provided at the conference, served in the exhibition hall.

Is there parking?

Yes, contact our customer care team for more details at [email protected]

Can I send a replacement delegate if I can’t attend at the last minute?

Absolutely! Please contact our customer care team at [email protected] at your earliest convenience.

I have special meal requirements, who do I contact?

Please contact our customer care team at [email protected] so they can liaise with the venue to ensure you are taken care of.

When will the presentations be available, and how do I get them?

Presentations will be available for download on the event platform, typically on the day of the summit. Please be aware that not all speakers are able to release their presentation due to confidentiality reasons

SPEAKERS

What time do I need to arrive before my presentation?

Please arrive at the break before you are due to speak, e.g. if you are due to speak at 4 p.m., please arrive during the afternoon break. This is so you can meet the conference producer, check your slide deck, load it if you have a new version with you and run through a rehearsal of your presentation.

When is my presentation due?

Please send your presentation to the event manager two weeks prior to the conference, even if it is still in draft form. This will allow us to check it in advance and let you know if there are any issues. Please also email your final version to the event manager and bring a back-up copy on a USB stick.

What aspect ratio should my slides be?

Please select ‘standard’ in Microsoft Office – the aspect ratio is 4:3.

Can I stay for the whole conference?

Yes, you are very welcome to attend the whole conference. It’s one of the benefits of speaking!

Is there a speakers’ green room?

No, we find our speakers enjoy networking with delegates, other speakers and sponsors in the exhibition hall, which is open throughout the conference. Hot and cold drinks are typically available in the exhibition hall all day, and seating is provided if you need to complete some work or make any calls.

PAYMENT

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Electronic Funds Transfer or Cheque for Canadian Currency and American Currency.

What is your cancellation/refund policy for paid invoices?

A full refund minus a $495 administrative charge will be given for cancellations received in writing up to 14 days prior to the conference date. Refunds will not be available after this date.

Can I pay half now and half at a later date?

We highly encourage a full payment upon receipt of invoice. For any specific circumstances, please reach out to customer care at [email protected]

My credit card was charged with a foreign transaction fee, how do I get that amount paid for?

Strategy Institute is not liable for any additional charges levied by a credit card company, including but not limited to American Express currency conversion charges.

I paid for my registration, does it include my hotel stay at the venue?

Registration fees include attendance, luncheon and all course materials. It doesn’t include accommodations or transportation to and from the conference.

SPONSORS

When is booth setup and teardown?

Setup is usually the night before the event or before registration opens on day one. You will receive a logistics package from your event manager with more details. If you have not received this, please contact customer care at [email protected] so they can connect you to the event manager.

When will I know my booth number?

You will receive this from your event manager one week before the event.

I want to distribute handouts, can you make that happen?

Yes! Please give them to the event manager when you arrive for setup. If you want to distribute an electronic handout, please send this to your event manager at your earliest convenience.