CXFS | Day 2:

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

Financial institutions today must deliver consistent, intuitive, and personalized experiences across every touchpoint from mobile apps and digital platforms to contact centers and branch interactions. Master success factors to:

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

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

As investors become more informed and digitally engaged, portfolio managers and advisory teams must balance data-driven decision-making with meaningful human connections. Align your investment strategy with client expectations, and leveraging technology to strengthen advisor–client relationships. 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

Financial institutions are investing billions in AI, analytics, and customer experience platforms. Yet many leaders are discovering a frustrating reality: better technology does not automatically produce better performance. Walk away with the key takeaways:

• Why traditional CX metrics often fail to reveal emerging performance problems 
• Understanding the Watermelon Effect and its impact on customer experience 
• How to identify and replicate the behaviors of top performers using Unique Talent Proposition (UTP)
• Why AI amplifies human capability but does not replace human excellence 
• How behavioral operating systems such as Impro can dramatically improve performance at scale

Roundtable 1: Customer Emotion

Design customer journeys with emotions in mind.

• Which moments in your customer journey have the greatest emotional impact, and how are you intentionally designing for them?
• How are you measuring customer emotions beyond traditional satisfaction metrics like NPS or CSAT?
• What strategies have been most effective in creating emotionally engaging experiences while maintaining operational efficiency?

Roundtable 2: Fraud Prevention

Protect your customers’ sensitive data while balancing CX.

• How is your organization balancing stronger fraud prevention measures without introducing unnecessary friction into the customer journey?
• What role are AI and behavioral analytics playing in helping you detect fraud while maintaining customer trust?
• How do you communicate security measures to customers in a way that builds confidence rather than frustration?

Roundtable 3: Digital and Frictionless CX

Enhance seamless experiences for your customers.

• Where do customers still encounter the most friction across your digital channels, and what initiatives are underway to address it?
• How are you creating a consistent customer experience across digital, contact center, and branch channels?
• What emerging technologies have delivered the greatest improvements in simplifying customer interactions?

Roundtable 4: Customer Intelligence

Leverage data analytics and customer insights for strategic decisions and personalized experiences.

• How are you transforming customer data into actionable insights that drive meaningful business decisions?
• What approaches have been most successful in delivering personalization while respecting customer privacy and regulatory requirements?
• Which customer intelligence metrics have become the most valuable indicators of long-term loyalty and business growth?

Roundtable 5: From Insight to Action

SPONSORED BY ASAPP

Governed AI Autonomy in financial services customer resolution

• Where does an AI-generated insight stall out before becoming a resolved outcome, and what’s stopping it from going further?
• Which decisions absolutely require human sign-off, and which might you be over-protecting out of habit rather than necessity?
• Does your team measure containment, task completion, or verified resolution, and what would change if you measured differently?
• If you could remove one transfer or handoff from your highest-volume interaction, which one would have the biggest impact?

Roundtable 6: Trust through Consistency

SPONSORED BY PROCEDUREFLOW

Customers rarely know if an answer is brilliant, but they immediately know if answers are inconsistent.

• Why is consistency often mistaken for a compliance issue rather than a customer issue?
• What impact does trust have on customer AI adoption? How about employee AI adoption?
• What turns individual knowledge into organizational capability? OR What enables a company to speak with one voice, regardless of channel, location, or tenure?

Roundtable 7: Blending AI into Customer Service

SPONSORED BY ITX; Kyle Psaty, VP of Business Development

Match customer-facing AI or agent-facing AI to the moment that calls for it.

• Start with the real-world experience: Where are you currently using AI in your customer service journey — and what have you learned about where AI works best versus where the human still needs to be at the center?
• Get into the core decision: When you look at a particular customer interaction, what signals or characteristics help you decide whether that moment calls for customer-facing AI, agent-facing AI, or a combination of both?
• Explore the consequences of getting it wrong: What are the signals that tell you you’ve blended AI into the customer experience incorrectly — whether that’s frustrating the customer, frustrating your employees, or ultimately hurting trust?

Roundtable 8: Designing for the Underserved: The Next Opportunity in Financial Services

SPONSORED BY SECURIAN CANADA; Nigel Branker, CEO, Securian

• Who is being underserved or excluded by today’s financial products, services and customer experiences and what are the key barriers preventing greater access?
• How can technology, data and AI create more accessible and personalized financial experiences while maintaining trust, and where does human guidance remain essential?
• How can financial institutions measure whether their efforts are genuinely expanding access and improving outcomes for underserved customers?

Roundtable 9: Digital and Frictionless CX

Enhance seamless experience for your customers. SPONSORED BY CISCO

• Where is friction doing real work — and where is it just making the customer the integration layer?
• When you add AI agents and proactive outreach, what has to travel with the customer so they never start over?
• How do you put validation, security, and compliance in the systems — not in the customer’s story?
• What would you refuse to automate even if the model was perfect — and how does that refusal show up to the customer without a restart?

Transform the role of marketers so they can better react to stricter privacy laws, cookie deprecation, and more. Get specific tips to improve activation, measurement and outcomes by:

• Leveraging your segmentation system.
• Benefiting from data collaboration and clean rooms.
• Measuring the effectiveness of your campaigns and activations.

Use first- and third-party data to sharpen insights, optimize activation and improve outcomes in a changing market.

Financial institutions are under pressure to deliver better customer experiences, reduce operational costs, and stay ahead of increasingly sophisticated fraud—all while navigating complex regulatory environments.

The next evolution of banking transformation isn’t just automation—it’s AI orchestration. In this session, NiCE will explore how banks are moving beyond siloed technologies to orchestrate AI across the entire customer journey. By connecting customer interactions, operational workflows, and AI-driven decisioning, financial institutions can transform service delivery, accelerate issue resolution, and unlock new opportunities for growth.

Join us to learn how forward-thinking banks are leveraging AI to create a more intelligent, proactive banking experience—where every interaction becomes an opportunity to strengthen trust, improve efficiency, and drive revenue.

Shift from user-initiated transactions to secure, autonomous interactions powered by trust, data, and intent. Design a fully digitized, frictionless cardholder journey while laying the foundation for agent-enabled commerce balancing convenience, security, and control at every step by:

• Designing seamless authentication experiences using biometrics and multi-factor authentication to reduce friction and build trust
• Transitioning from user-initiated to agent-executed payments, unlocking scalable, compliant, and intelligent transaction models
• Embedding trust into agent-enabled payments, where privacy, security, and intent-based controls work together to drive confidence
• Preparing for agentic commerce, evolving from human-in-the-loop interactions to secure, autonomous agent-to-agent transactions

Move beyond cards and clicks, toward intelligent, secure, and autonomous payment experiences that redefine how customers interact, transact, and trust in a digital-first world.

Financial institutions have invested significantly in technology, data, and customer intelligence. But technology alone doesn’t improve customer experience—people ultimately bring those insights to life. The opportunity is to better connect technology with the employees and leaders responsible for delivering the customer experience.

This fireside conversation will explore how financial institutions can bring people, technology, and customer intelligence together to drive meaningful improvement by:

• Connecting intelligence to people — ensuring customer and operational insights reach the employees and leaders best positioned to act on them.

• Using technology to augment human expertise — helping employees make better, faster decisions while preserving the judgment, empathy, and relationships that define great customer experiences.

• Turning insight into action — moving beyond dashboards and reporting to create clear, prioritized actions that improve the customer experience.

• Creating a culture of continuous improvement — using technology, leadership, and employee feedback to continuously learn what works and improve how customers are served.

• Measuring what matters — connecting changes in employee and operational performance to measurable customer and business outcomes.

The future of customer experience isn’t people or technology. It’s creating the right connection between the two.

Build a culture of trust, collaboration, and client-centered innovation can transform wealth management experiences for both clients and advisors. Walk away with an actionable plan to:

• Designing client experiences that matter with empathy and the psychology of money that shape client interactions, build trust, and foster long-term loyalty.
• Empower advisors to excel by providing advisors with the right tools, insights, and support that drives consistent, high-value client outcomes.
• Leverage culture and collaboration with performance-driven, collegial environment to enables teams to innovate while maintaining exceptional client service.

Turn growth into impact with strategies for scaling while maintaining client focus, advisor engagement, and award-winning service standards.

Balance digital innovation with human trust, especially across diverse client needs, from everyday spending to complex investing. Reshape CX by integrating product, marketing, and advisory experiences into a unified journey that empowers customers at every stage of their financial lives by:

• Designing end-to-end financial journeys that meet customers where they are from first dollar to full portfolio
• Embedding trust, transparency, and regulatory alignment into the customer experience
• Aligning brand, marketing, and product to deliver a consistent and human-centric CX
• Scaling personalization across B2C and B2B segments without adding friction

Leveraging data and insights to drive engagement, retention, and financial confidence

As financial products grow more sophisticated, the real differentiator isn’t the technology under the hood — it’s whether customers can understand, trust, and actually use it. This conversation explores how thoughtful digital product design turns complex, often intimidating products like RESPs into accessible, everyday experiences.

• Why customer-first design – not just AI capability – is what builds trust and differentiates a brand in a crowded, regulated financial space. 
• How to make complex products (like RESPs) feel simple and approachable, without dumbing down what they actually do
• What it takes for a brand to lead with clarity and empathy as financial products become more automated and predictive

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