CXFS | Day 1:
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.
8:45 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.
8:55 am
ICE BREAKER EXCLUSIVE: FROM ECONOMIC PRESSURE TO CUSTOMER EXPECTATION
What Today’s Economy Is Teaching Us About CX in Financial Services
In a period of economic uncertainty, rising interest rates, and cost-of-living pressure, customer expectations of financial institutions are shifting rapidly. Evolve in an economy where customers are more informed and less forgiving by navigating the aspects on:
- How economic volatility is changing customer behavior, expectations, and trust
- Why transparency and proactive communication matter more in uncertain times
- How experience decisions today can protect loyalty and reputation tomorrow
In times of economic uncertainty lead with proactive transparency and empathetic communication as powerful drivers of long-term customer trust and loyalty.
9:25 am
KEYNOTE SESSION: CUSTOMER JOURNEY OPTIMIZATION
How to Successfully Utilize Cutting-Edge Technology and Intelligence for CX Solutions
Combining the human touch with technologies such as chatbots and voice recognition is important to create a smooth and seamless customer journey. Automate data sourcing and lead enrichment to improve predictive modelling and customer reach. Take away specific solutions to:
- Leverage the omnichannel path to provide a unified user experience
- Implement internal strategies to organize and focus your teams when implementing new platforms
- Observe trending tech in CX in banking
Optimize your customer engagement to personalize customer experiences.
9:55 am
Mobile Ordering Coffee Experiences
How it works:
- Attendees scan a QR code and are automatically routed to Apple Business Messages, RCS, WhatsApp, or Web Chat to place their coffee order.
- Baristas manage incoming orders through a simple web app on iPads, where they can view the queue and send wait time and pickup notifications.
- Attendees receive a notification when their drink is ready and head to the designated pickup area.
10:00 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.
10:15 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.
10:35 am
SPOTLIGHT: FROM TRANSACTIONS TO RELATIONSHIPS
BUILDING CUSTOMER MARKETING STRATEGIES THAT DRIVE LOYALTY, ADVOCACY & LIFETIME VALUE
In an increasingly competitive and digitally connected marketplace, customer acquisition alone is no longer enough. Leverage customer marketing, personalization, data-driven insights, and lifecycle engagement strategies to maximize customer lifetime value while creating seamless and relevant experiences across every touchpoint by:
- Leveraging customer data and insights to drive personalized engagement at scale
- Creating loyalty strategies that increase customer lifetime value and advocacy
- Balancing personalization, privacy, and trust in the customer experience
- Designing customer journeys that strengthen engagement across the lifecycle
Measure the impact of customer marketing on business growth and customer outcomes
11:05 am
INDUSTRY EXPERT: LEADING EDGE
How Canada Life Is Pioneering AI To Redefine Customer Experience
A fireside chat with Arpita Bhattacharya, AVP, Contact Center, Business Orchestration & Automation, Canada Life, and Sheila Smith, Principal Amazon Connect Specialist, AWS
Canada Life has completed one of the fastest cloud-native contact center transformations in Canadian financial services with focus on customer experience — deploying AI to deliver measurable results in speed, cost, and customer satisfaction. Hear how a leading insurer is turning innovation into outcomes, and where they’re headed next:
- How Canada Life achieved rapid enterprise-wide transformation while maintaining strict regulatory compliance
- Where AI is delivering real value today — in automation, augmentation, and personalization
- How to establish practical AI governance model that balances innovation, risk management, and speed to market
- What the next frontier looks like — orchestrating AI-driven experiences seamlessly across channels, journeys and lines of business
11:35 am
PANEL: FROM RISK TO RELATIONSHIP
How Technology, Innovation & Leadership Are Redefining Customer Experience in Insurance
In an industry built on managing risk, the next frontier of competitive advantage lies in managing relationships. Push boundaries responsibly balancing board expectations, regulatory realities, and customer-first execution by:
- Moving from transactional policies to relationship-driven insurance models
- Leveraging technology (including cyber insights) to proactively support customers
- Building innovative products in complex, specialty, and emerging risk markets
- Empowering brokers as experience partners, not just distribution channels
Lead transformation while aligning with board-level governance and risk appetite
11:35 am
FIRESIDE CASE STUDY: BEYOND THE TRANSACTION
Building Trusted Digital Experiences That Drive Growth in Cross-Border Financial Services
As customer expectations continue to evolve, financial institutions must deliver digital experiences that are fast, frictionless, and trustworthy particularly when customers are moving money across borders. Balance success with seamless customer journeys with regulatory complexity, security, and operational excellence. Accelerate digital growth while strengthening customer loyalty in one of the world’s most demanding financial services markets by:
- Understand how cross-functional collaboration between product, marketing, operations, and compliance creates stronger customer outcomes.
- Examine the leadership strategies required to scale digital financial services while maintaining trust and operational excellence.
- Discover how to create digital experiences that increase customer acquisition while improving long-term retention.
- Explore strategies for localizing digital products and services to meet evolving customer expectations across the U.S. and Canada.
12:05 pm
INDUSTRY EXPERT:
Beyond the contact centre E2E orchestration for the modern F&I experience
For Financial and Insurance (F&I) leaders, the challenge isn’t just delivering a great customer experience, it’s connecting the front office to the back office. Join Bell, with strategic partners Genesys and Ateko, for a fireside chat to explore a blueprint for true E2E orchestration. We’ll show you how to unify AI-driven self-service with complex back-office workflows and high-value human advisory, ensuring critical context is never lost. Discover how to bridge the gap between digital-first service and lasting client relationships.
12:05 pm
INDUSTRY EXPERT: CONTEXT NEVER DIES
Rebuilding Financial CX So Customers Stop Repeating Themselves
Customers do not experience your channels. They experience whether anyone already knows what happened. In financial services that gap is a complaint, a vulnerable-customer moment, and a reason people switch. Across a short framing and a live journey, we show how today’s stacks force customers to repeat themselves, what changes when history and intent persist into the human conversation, and how outreach, AI, and specialists can feel like one relationship.
Walk out able to brief a colleague: the next decade will not be won by the institution that added the most AI, but by the one whose customers never have to start over.
12:35 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.
1:30 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.
2:00 pm
PANEL: THE CARDLESS REVOLUTION
How to Digitize End-to-End Cardholder Experience
Gear up for a cardless future through tokenization, authentication, and seamless checkout. Source your plan of action by:
- Enabling secure digital transactions by replacing sensitive card information with unique tokens, which increase security across digital channels.
- Creating seamless authentication methods to improve user experience through authentication technologies, such as biometrics and multi-factor authentication (MFA).
- Deliver a seamless, integrated checkout experience across multiple digital touchpoints, ensuring that cardholders can make secure, cardless payments effortlessly and without barriers.
Optimize security and seamlessness in the transition towards a fully digitized cardholder experience.
2:00 pm
FIRESIDE CHAT: THE HIDDEN TECHNOLOGY POWERING FRICTIONLESS BANKING
Redefining Customer Experience to Build Trust and Security
While customers enjoy fast, intuitive digital experiences, there’s a complex orchestration behind the scenes ensuring they’re safe. Master success factors on:
- Integrating behavioral biometrics, passive liveness, and identity orchestration to deliver seamless yet secure customer journeys.
- Redefining customer experience with invisible layer of intelligence
- Enhancing satisfaction and reducing friction
Reinforce trust in every step of the process – from onboarding to authentication.
2:35 pm
INDUSTRY EXPERT: THE LAST MILE OF AI
Governing Agentic AI to Drive Real Resolutions for Customers
Financial institutions are making progress using AI to identify customer needs, personalize engagement and recommend the next best action. But an insight is not an outcome and a recommendation is not a resolution. Navigate how AI, rule-based workflows and targeted human judgment can work together to complete a complex financial-service interaction without putting the customer on hold, transferring them or compromising institutional control.
Walk away with an actionable plan to:
- Set the right boundary between AI autonomy and human judgment.
- Embed human approval without interrupting the customer experience.
- Combine generative flexibility with rule-based execution.
- Measure verified resolution—not just containment or task completion.
3:05 pm
FIRESIDE CASE STUDY: FROM CAPITAL TO CUSTOMER
Transform CX Strategy by Applying An Investment Mindset Rooted In Disciplined Evaluation, Risk Management, And Long-Term Value Creation
In FS, as margins tighten and competition intensifies, leaders must ensure that investments in digital transformation, service models, and operational infrastructure directly enhance customer trust, retention, and lifetime value. Master success factors to:
- Align capital allocation with customer experience priorities to maximize ROI
- Evaluate CX initiatives through a risk-return lens
- Balance short-term performance pressures with long-term customer loyalty
- Use data, governance, and accountability frameworks to protect both capital and customer trust
Ensure operational execution delivers measurable customer and financial outcomes
3:05 pm
SPOTLIGHT PRESENTATION:
Building Customer Loyalty And Retention Through AI-Powered Insights
AI is everywhere. Customer impact is not. Move beyond transformations and reveal customer moments that matter most with AI based analysis. Turn those signals into personalized interventions and measurable growth through practical examples by:
- Using AI insights from customer conversations to uncover hidden retention risks.
- Turning transactional moments into opportunities to reinforce value and keep relationships open.
- Personalizing offers to improve uptake, customer outcomes, and trust.
- Connecting AI-derived insights to cross-functional action and measurable business results
Turn customer intelligence into stronger relationships by identifying the moments that matter, responding with greater relevance, and using AI to help more customers choose to stay.
3:35 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.
4:00 pm
INDUSTRY EXPERT FIRESIDE: KNOWLEDGE IS POWER
Unlocking the Potential of People and Enabling AI Deployments That Actually Work
In the scramble to implement AI, a key principle has been left behind: the data foundation for many projects is still stored in binders, shared drives, and people’s heads. Hear it from someone who implemented a globally recognized knowledge project, and consider knowledge in a way you likely haven’t before:
- The risks of a fragmented approach in a world of change and complexity
- The strategic power of knowledge management as a practice
- The role of the human as AI changes the landscape
If AI takes on the simple tasks, how are we supporting humans to handle the complexity that remains?
4:00 pm
INDUSTRY EXPERT: THE SELF-LEARNING CX PLATFORM: PROOF OVER PROMISES
What Real Agentic AI Deployments In Banking And Lending Look Like And The Five Questions That Expose The Rest
Analysts are predicting most agentic AI projects will be cancelled within the next two years, not because the category lacks promise, but because most vendors are selling a demo, not a deployment. For financial services, CX leaders are under pressure to show ROI while satisfying risk and compliance; that gap matters. Take away the break down on:
- What separates durable agentic AI from the rest: deterministic, auditable behavior with a full decision trail; self-learning that proposes improvements for human sign-off rather than tuning itself unsupervised;
- Full-stack control with no third-party model dependencies.
- Top-10 card issuer that moved containment from 66% to 78% for $50M in annual savings, and a captive auto lender that hit 55% containment on day one after two other platforms failed.
Navigate what compounding improvement actually looks like and leave with five concrete questions to ask any AI vendor before signing.
4:30 pm
FIRESIDE CHAT: ENGINEERING EXCELLENCE FOR CUSTOMER EXPERIENCE AT SCALE
Aligning Technology Strategy, Architecture & Business Priorities to Deliver Seamless CX
As customer expectations rise, organizations must build resilient, real-time systems that enable seamless, secure, and consistent experiences across channels. Bridge the gap between enterprise architecture and customer outcomes, while empowering teams to deliver mission-critical applications in complex environments by:
- Aligning technology strategy with business and CX priorities to drive measurable impact.
- Enabling scalable, real-time customer experiences.
- Building and leading high-performing engineering teams delivering mission-critical systems.
Discover how agile practices and cross-functional collaboration accelerate innovation while maintaining reliability.
5:00 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.
5:15 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!
6:30 pm