7:30 am
NETWORKING BREAKFAST: BUILD COMMUNITY CONTACTS
- Start your day off right and connect with CX financial leaders.
- Get to know your industry peers and colleagues over a delicious breakfast.
- Source practical tips, discuss best practices, and prepare for the day ahead.
8:30 am
OPENING COMMENTS FROM YOUR HOST
Resilient Leadership for a Changing World
- Discover the four essential leadership qualities that drive resilience and success.
- Learn how to maintain clarity and purpose amid constant change.
- Develop strategies for fostering a culture of accountability and adaptability.
8:45 am
ICE BREAKER EXCLUSIVE: FROM ECONOMIC PRESSURE TO CUSTOMER EXPECTATION
How to Excel in Today’s Changing and Uncertain Economy
Adapt to today’s changing economy filled with uncertainty, rising interest rates, cost-of-live pressures, and better-informed customers. Get actionable tips on:
- Adapt to economic volatility and changing customer behaviour.
- Transform how you look at customer transparency and proactive communication.
- Heighten customer loyalty and your reputation with experience decisions.
Walk away with a roadmap to success in dealing with economic uncertainty. Harness the power of proactive transparency and empathetic communication.
9:15 am
KEYNOTE PANEL: CUSTOMER JOURNEY OPTIMIZATION
Tips on How to Use Technology to Improve the Customer Experience
Elevate how you combine the human touch with technologies and how to automate data sourcing to improve your customer reach. Take away specific steps on:
- Leverage the omnichannel path for a unified user experience.
- Perfect your internal strategies.
- Harness trending tech in CX in banking.
Optimize your customer engagement to improve the customer experience.
9:45 am
SPEED NETWORKING: MAKE MEANINGFUL CONNECTIONS
Grow your network by meeting like-minded individuals to share your latest ideas and projects with:
- Enjoy a quick icebreaker, exchange LinkedIn information, and build lasting business relationships.
- Achieve your conference networking goals in a fun and agile fashion.
- Join a community of CX experts and gain invaluable support.
10:00 am
SPOTLIGHT SESSION: UPLIFT MODELING
How to Build Smarter Personalization Programs
Learn how real-time experimentation helps to create better, more personalized systems:
- Evolve from a one‑size‑fits‑all to a personalized experience.
- Learn to identify which customers your marketing campaign has worked on.
- Transform experimentation into cost-effective targeted strategies.
Shift from campaign-level reporting to individual-level insight generation to improve decision models.
10:15 am
INDUSTRY EXPERT: AGENTIC AI
Master Agentic AI-Powered Technologies
Learn how generative and agentic AI technologies are improving customer experiences. Master tips on:
- How the Experience Economy is transforming customer expectations.
- How Experience Orchestration can help connect your data, systems, channels, and people.
- Reimagine your contact centre so it becomes personalized and optimized.
Drive value from operational efficiencies to customer loyalty, to long-term growth with the AI-powered use cases at each level.
10:45 am
EXHIBITOR LOUNGE: VISIT BOOTHS & SOURCE EXPERTISE
- Explore the latest CX technology and strategies with our industry-leading sponsors.
- Share your challenges with the biggest innovators in the business.
- Schedule one-to-one private meetings for personalized advice.
11:15 am
FIRESIDE CHAT: OPERATIONAL EFFICIENCY AND EXCELLENCE
Learn What’s Driving Efficiency in Global Financial Services
Operational accuracy and regulatory compliance in financial services are a top priority. Learn how to improve efficiency, limit risk, and better your project management strategies. Walk away with an actionable plan to:
- Design and execute reconciliations that align with regulatory requirements.
- Leverage PMO frameworks to manage and report on concurrent projects.
- Achieve best practices in operations, contract and vendor management, staffing strategies, and conducting internal audits.
Identifying gaps in trading activity and implementing effective mitigation strategies to ensure compliance.
11:15 am
PANEL: FROM RISK TO RELATIONSHIP
How to Improve the Customer Experience Using Technology and Innovation
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.
11:45 am
INDUSTRY EXPERT: BETTING ON AI AND WINNING
Learn to Harness AI Innovation
Master AI-powered analytics that will enhance speed, scale, and insights. Learn how AI innovation will transform your partnerships. Take away specific solutions to:
- Accelerate insight generation.
- Deliver real impact by choosing the right partner.
- Bring AI to life.
Allow for flexibility without slowing down or complicating the process.
11:45 am
INDUSTRY EXPERT: IMPROVE CX
How to Blend First and Third-Party Data
Transform the role of marketers so they can better react to stricter privacy laws, cookie deprecation, and more. Get specific tips to improve CX by:
- Leveraging your customer segmentation system.
- Benefiting with data collaboration and clean rooms.
- Insights driving new CX opportunities.
Refine your customer experience strategies using data-driven insights while considering shifting market priorities.
12:15 pm
NETWORKING LUNCH: DELVE INTO INDUSTRY CONVERSATIONS
- Meet interesting speakers and pick their brains on the latest issues in the CX for financial services space.
- Expand your network and make connections that last beyond the conference.
- Enjoy great food and service while engaging with your customer experience colleagues.
1:15 pm
EXHIBITOR LOUNGE: VISIT BOOTHS & WIN PRIZES
- Browse through different sponsor booths and test drive new technology.
- Enter your name for a chance to win exciting prizes.
- Take advantage of event-specific offers and special content.
1:45 pm
FIRESIDE CHAT: BUILDING A DIGITAL WALLET ECOSYSTEM
Learn About Scaling Payments Innovation
Digital wallets have transformed how customers pay. Banks and fintech need to adapt and scale in real-time, while keeping digital transactions safe and secure. Create a roadmap to:
- Accelerate digital wallet adoption with collaboration between banks, fintechs, and merchants.
- Bolster scalable payment innovation with policy alignment and regulatory engagement.
- Enhance customer trust, merchant acceptance, and seamless payment experiences.
Strengthen your customer engagement while unlocking new value for financial institutions with digital wallets.
1:45 pm
FIRESIDE CHAT: ENHANCING PERSONALIZATIONIN FINANCIAL SERVICES
Learn How to Drive Customer Engagement with Martech
Adopt customer engagement strategies using Martech so you can leverage real-time data and analytics. Walk back with actionable plan to:
- Execute a comprehensive Martech strategy that aligns with your business objectives.
- Harness first-party data for experimentation and to increase measurable engagement.
- Optimize Salesforce Marketing Cloud initiatives such as automation, personalization, and campaign execution.
Lead cross-functional teams and collaborate with business and technology stakeholders to deliver scalable, high-impact solutions.
2:15 pm
INDUSTRY EXPERT: THE TECH BEHIND FRICTIONLESS BANKING
How to Build Customer Trust and Security
While customers enjoy fast, intuitive digital experiences, there’s a complex system working to keep them safe. Master success factors on:
- Integrating behavioural biometrics, passive liveness, and identity orchestration to deliver seamless,secure customer journeys.
- Redefining your customer experience with an invisible layer of intelligence.
- Enhancing satisfaction and reducing friction.
Reinforce trust in every step of the process – from onboarding to authentication.
2:15 pm
INDUSTRY EXPERT: FROM COMPLIANCE TO COMPETITIVE EDGE
How to Navigate Canada’s Financial Regulatory and Privacy Landscape
Learn to navigate Canada’s ever-changing financial regulatory environment while staying competitive. Take away specific solutions to:
- Transform regulatory constraints into competitive CX factors.
- Implement privacy-first successful customer journeys.
- Develop effective collaboration models between CX, compliance, legal, and your operations teams.
Navigate sector-specific compliance challenges with proven strategies financial experts.
2:45 pm
SPOTLIGHT SESSION: DRIVING CUSTOMER GROWTH
How to Prioritize Performance and Strategy
Adapt to the changing commercial insurance landscape with risk management, operational know-how, and market insight, all with the focus on customer experiences. Walk away with an actionable plan to:
- Align commercial insurance strategy with your customer experience priorities.
- Leverage your operational excellence and enterprise-wide initiatives, enhancing service delivery.
- Lead teams across multiple insurance lines to ensure successful CX outcomes.
Integrate risk management and strategic decision-making into customer-focused operations.
2:45 pm
PRESENTATION: PUTTING CLIENTS AND ADVISORS AT THE CENTRE
How Culture Drives Exceptional Outcomes
Perfect your culture of trust, collaboration, and client-focused innovation to enhance wealth management. Walk away with an actionable plan to:
- Create exceptional client experiences using empathy, trust, and the psychology of money.
- Empower advisors to excel by giving them the right tools, insights, and support.
- Leverage your culture and collaboration to encourage teams to innovate.
Turn growth into impact with strategies for scaling while maintaining client focus, advisor engagement, and award-winning service standards.
3:00 pm
EXHIBITOR LOUNGE: ATTEND VENDOR DEMOS & CONSULT CX EXPERTS
- Enjoy exclusive sponsor demos and experience the next level of customer experience innovation firsthand.
- Meet one-on-one with leading solution providers to discuss organizational hurdles.
- Brainstorm solutions and gain new perspectives and ideas.
3:30 pm
FIRESIDE CHAT: CUSTOMER EXPERIENCE AT SCALE
How to Deliver Seamless CX
Adapt to customer expectations by building resilient, real-time systems that ensure consistent customer experiences and empowering your teams. Take back to your office strategies to:
- Align in technology with your business and CX priorities.
- Enable scalable, real-time customer experiences.
- Build and lead high-performing engineering teams.
Discover how agile practices and cross-functional collaboration accelerate innovation while maintaining your reliability.
4:00 pm
CLOSING KEYNOTE: IMPROVE CUSTOMER EXPERIENCE WITH COMMUNITY INVESTMENT
How to Build Brand Trust and Loyalty with Community Investment
Enhance how your company and brand are viewed with strategic community investment. Corporate giving and employee engagement will help build trust and loyalty. Source practical tips to:
- Design community investment strategies that enhance your brand perception and customer trust.
- Build authentic community and stakeholder connections.
- Improve employee engagement to deliver consistent customer interactions.
Turn purpose-driven community impact into stronger customer loyalty, satisfaction, and overall experience.
4:30 pm
CLOSING COMMENTS FROM YOUR HOST
Review the key solutions and takeaways from the conference. Source a summary of action points to implement in your work.
4:45 pm
EVENING RECEPTION: ENJOY GREAT CONVERSATION, MUSIC & NETWORKING
- Relax and unwind with tasty cocktails after a long day of learning.
- Don’t miss your chance to win fun prizes by scanning your badge at our exhibitor booths.
- Make dinner plans with your new connections and explore the best of what Toronto nightlife has to offer. Just be sure to set your alarm for Day 2!
6:00 pm