AGENDA

Gain insight into today’s sessions so you can get the most out of your conference experience.

Learn how to deliver consistent, personalized customer experiences on apps, digital platforms, contact centres, and branches. Develop a blueprint to:

• Design seamless end-to-end client journeys across digital, self-service, and agent-assisted channels.
• Leverage your data and digital engagement strategies to personalize experiences at scale.
• Align CX, marketing, and digital teams to enhance brand and service experiences.

Build trust-driven relationships through purpose-led leadership and customer-centric design.

Transform how portfolio managers and advisory teams communicate with better-informed investors. Learn to leverage technology to improve your advisor-client relationship. Create a roadmap to:

• Strengthen client trust through transparent investment communication.
• Balance data-driven portfolio strategies with personalized advisory relationships.
• Enhance the wealth management journey across digital and human touchpoints.

Navigate market volatility while maintaining strong client confidence.

Learn to harness AI technology and trends to improve the customer experience. Walk away with a blueprint to:

• Anticipate customer needs and deliver timely, relevant solutions using business insights.
• Bank on AI-powered solutions that deliver ROI for your business.
• Discover what the future of customer experience looks like for your banking customers.

Transform how you use AI with a focus on customer experience strategies.

Take a deep dive down the innovation rabbit hole in one of our roundtable discussions. Share common challenges and best practices with your CX financial peers on a topic of your choosing:

1. Customer Emotion: Design customer journeys with emotions in mind.
2. Fraud Prevention: Protect your customers’ sensitive data while balancing CX.
3. Digital and Frictionless CX: Enhance seamless experiences for your customers.
4. Customer Intelligence: Leverage data analytics and customer insights for strategic decisions and personalized experiences.
5. Technology Applications: Identify areas of opportunity and improvement in CX.
6. Silent Signals: What your customers are telling you that you’re not hearing.

Master the relationships you have with high-net worth financial service customers, to institutional investors. Learn to prioritize speed, personalization, and transparency. Walk back with an actionable plan to:

• Design client-centric engagement models supporting individual investors and institutional clients.
• Balance speed, risk management, and personalization for seamless financial experiences.
• Leverage your partnerships and ecosystem collaboration delivering greater client value.

Create differentiated experiences for your diverse client segments.

Achieve a fully digitized, seamless cardholder experience that prioritizes trust, security, data, and intent. Source practical tips to:

• Design seamless authentication experiences using biometrics and multi-factor authentication.
• Transition from user-initiated to agent-executed payments, unlocking scalable, compliant, and intelligent transaction models.
• Embed trust into agent-enabled payments.
• Prepare for agentic commerce.

Move beyond cards and clicks, toward intelligent, secure, and autonomous payment experiences that redefine how your customers interact, transact, and trust.

Master the changing landscape of AI when it comes to customer engagement, targeting, and decision-making. Achieve a step-by-step action plan to:

• Adapt to the changing marketing environment and develop strategies to leverage AI.
• Use AI to get the deep customer insights you need.
• Supercharge your team’s efforts with a clear, personalized strategic plan.

Unlock the full potential of your AI tools by building the right operational and data foundation from day one.

Perfect your client experiences in the financial services industry, while embracing innovative solutions. Learn how to adopt client-centric strategies. Walk away with tips to:

• Structure and execute complex financial transactions while maintaining client trust.
• Use growth finance, working capital finance, and real estate or equipment financing to support your business expansion.
• Manage diverse teams of professionals while providing positive client experiences.

Strengthen your client relationships, enhance financial offerings, and drive measurable business outcomes through purpose-driven commercial finance solutions.

Master digital innovation through human trust, investing, and spending. Learn to enhance the diverse customer journey. Create a roadmap to:

• Design end-to-end financial journeys that meet your customers where they are.
• Embed trust, transparency, and regulatory alignment into the customer experience.
• Align brand, marketing, and product to deliver a consistent and human-centric CX.
• Scale personalization across B2C and B2B segments.

Perfect how you leverage data and insights to drive engagement, retention, and financial confidence.

Harness AI-powered platforms used for investment strategies to enhance portfolios and protect your customers. Source practical tips to:

• Transform high-friction financial products into intelligent, customer-first digital experiences.
• Design high-depth technology stacks that meet Canadian data privacy and regulatory requirements.
• Proactively protect your customers from AI-driven financial scams with machine learning and anomaly detection.

Transform legacy financial journeys into transparent, low-friction, consumer-first experiences.

Review the key solutions and takeaways from the conference. Source a summary of action points to implement in your work.