The Virtual Event For Senior CX & Digital Financial Services Innovators

June 23 - 24, 2021 | 12:00pm ET | Online

Take Your CX Strategy to New Heights

This June, you’re invited to the 9th annual CXFS summit! During this virtual, two-day event we will be laying out a bold vision of the future of customer experience across an array of subjects that matter to you.

With an increasing shift towards digital and the ever-changing expectations of the customer, the industry is at a crossroads. Through sessions on prioritizing the digital world, when to humanize digital, creating the ultimate customer journey and more, CXFS is the premiere event to give you CX perspective across several financial services.

Hear from speakers from all backgrounds of CX and UX bringing you behind the scenes on their strategy and newest projects and get your questions answered in real-time with online Q+A & networking opportunities. Reserve your FREE seat today!

Word on the Street

Worthwhile
“Worthwhile for anyone trying to improve and rethink how things are done through the lens of the Client.”

Cynthia Krause

SVP, Client Experience 
KEYBANK




Coaching/ Engagement Tactics
“I really appreciated the different
coaching/engagement tactics used each day to keep the
audience energized and continuously learning.”

Head of CX 

MARLETTE FUNDING


Well Rounded
“CXFS is a well rounded conference that provides content for any FS company no matter where you are in the CX evolution.”

Barb Jacklin

  SVP Customer Experience Manager WINTRUST



Our Speakers:

Stephen Schroth

Stephen Schroth

Executive Vice-President, Head Consumer Digital Banking & Key Design Studio

KeyBank

Jennifer Borchardt

Jennifer Borchardt

Director of Omnichannel Experience and Strategy

U.S. Bank

Michael Crawford

Michael Crawford

VP, Senior Manager - Digital-First Product

Fifth Third Bank

Benton Koerner

Benton Koerner

Senior Digital and Product Channel Manager

Fifth Third Bank

Jeff Stokvis

Jeff Stokvis

Senior Principal, Digitization and Business Change

BNY Mellon

Albert Whitley

Albert Whitley

Director, Client Experience Design and Strategy

BNY Mellon

Richard Dorfman

Richard Dorfman

VP, Customer Experience

Eastern Bank

John Mozayani

John Mozayani

Vice President, Technology

Appnovation

Kent Lawson

Kent Lawson

Executive Director Brand & Customer Experience

BlueCross BlueShield

Kamesh Moolah

Kamesh Moolah

Senior Vice President Virtual Channels

Barclays

Amy Porpora Pavia

Amy Porpora Pavia

Digital Client Experience Director U.S. & Americas

Franklin Templeton

Amanda Flashner

Amanda Flashner

SVP, Customer Experience and Communications

LendingPoint

Chelsea Brackett

Chelsea Brackett

Global Customer Experience Engineer

Caterpillar Financial Services

CXFS Virtual Event Agenda

All Session times displayed in Eastern Time

Day One June 23rd, 2021

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    In an ever-increasing omnichannel world, today’s consumer expects a seamless experience with brand consistency at every touchpoint. We’re way beyond the point of good logos and color palettes as brand representation. Breaking down internal silos is the only way to ensure your customer’ experience brand consistency, and continuity – and that’s no small task. These CX design leaders have created successful, multi-tiered design systems and will give a peek into their processes:

    • Defining and meeting the expectations of today’s customer
    • Educating stakeholders in order to get buy-in
    • Building an internal design system and strategy for use across all channels
    • Ensuring all brand touchpoints remain consistent
    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

  • 1:05 pm - 1:30 pm

    1:05 pm - 1:30 pm

  • 1:30 pm - 1:50 pm

    1:30 pm - 1:50 pm

    Jeff Stokvis, Senior Principal, Digitization and Business Change, BNY Mellon
    Albert Whitley, Director, Client Experience Design and Strategy, BNY Mellon

    Customer experience encompasses all the people, process, technology, and data and other internal “enablers” required within the enterprise to deliver on it. With such a wide swath of users and expectations to be met with the products and services you create, the quickest way to develop them is with Agile. This power-duo at BNY Mellon will explain how their processes hastens CX delivery.

    ·      Building the right products to maximize value for our clients and our business

    ·      Identifying and prioritizing the most urgent needs of the clients

    ·      Employing the correct approach - Sprint Zero or Ongoing Build Sprints (or both!)

    Learn more
  • 1:50 pm - 1:55 pm

    1:50 pm - 1:55 pm

  • 1:55 pm - 2:15 pm

    1:55 pm - 2:15 pm

  • 2:15 pm - 2:35 pm

    2:15 pm - 2:35 pm

    The Digital Team at Fifth Third Bank kept a close eye on the behavior shifts of their customers at the start of the pandemic – and they responded swiftly. But don’t call what they created a digital platform, it’s a new and improved omni-channel approach that has successfully attracted new customers and deepened the relationship with their current clients. Team leaders at one of the nation's top banks will reveal how they created a fine balance of automation and human interaction by:

    ·      Analyzing the immediate changes of their customers’ behavior

    ·      Understanding the needs of their current and potential customers

    ·      Involving their internal teams to understand their challenges

    ·      Enhancing and creating user experience strategies that yield deeper brand relationships

    • Continuing to evolve strategies with what they foresee for the future
    Learn more
  • 2:35 pm - 2:40 pm

    2:35 pm - 2:40 pm

  • 2:40 pm - 3:15 pm

    2:40 pm - 3:15 pm

    • Integrating Real-Time Intelligent Data through the use of AI, Advanced Analytics and Machine Learning
    • A Dedicated Internal Organization Builds Better Brands
    Learn more
  • 3:15 pm - 3:15 pm

    3:15 pm - 3:15 pm

Day Two June 24th, 2021

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

  • 12:15 pm - 12:45 pm

    12:15 pm - 12:45 pm

    Jennifer Borchardt, Director of Omnichannel Experience and Strategy, U.S. Bank
    Kent Lawson, Executive Director Brand & Customer Experience, BlueCross BlueShield
    Kamesh Moolah, Senior Vice President Virtual Channels, Barclays
    John Mozayani, Vice President, Technology, Appnovation

    When it’s brand experience and values that keep your customer loyal, it’s a balancing act between user-focused technology and a highly-personalized human connection. Our panelists are innovators who will reveal how their organizations are coupling design thinking principals with a customer’s desire for consistency at all touchpoints—whether they opt for human or digital interaction.

    ·     Using transactional data to show consumer you’re paying attention

    ·     Providing brand-consistent assistance in real time with face-to-face engagement or AI

    ·     Making customers feel more empowered and more engaged

    ·     Ensuring the employees experience creates a strong, happy workforce

    ·     Democratizing financial services for all customers

    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

  • 1:05 pm - 1:30 pm

    1:05 pm - 1:30 pm

    Chelsea Brackett, Global Customer Experience Engineer, Caterpillar Financial Services

    As the Customer Experience Champion for a company whose customers span the globe, Chelsea Brackett’s expertise is to uncover areas of opportunity to prioritize their client’s’ success and needs. When the pandemic hit, she already had a worldwide network of 42 Caterpillar Customer Champions primed to tackle issues as they arose. In fact, this crew was able to innovate quickly and suggest solutions to the countries whose customers had yet to bear the brunt of Covid-19. Chelsea will delve into how to create and manage an exceptional CX team while:

    • Utilizing human-centered design, design thinking and lean methodology to influence change
    • Creating experience mapping exercises on a global scale to uncover areas of opportunity for both employees and customers
    • Driving change through training, merchandizing and sales programs that prioritize customer needs
    Learn more
  • 1:30 pm - 1:35 pm

    1:30 pm - 1:35 pm

  • 1:35 pm - 1:55 pm

    1:35 pm - 1:55 pm

    Stephen Schroth, Executive Vice-President, Head Consumer Digital Banking & Key Design Studio, KeyBank

    How do you outperform your peers? With an army of customer experience-enabled employees at the ready. KeyBank recently launched the Key Design Studio, an in-house design and creative services agency rooted in human-centered design. Using a design toolkit and mindset, Key Design Studio helps re-frame problems, products and experiences from a user perspective. The objective is not just to positively impact user experience but also drive transformational business growth and shift the corporate culture so all 15,000+ KeyBank employees think and work like designers. Learn how Key Design Studio: 

     

    • Fosters a design-centric culture 
    • Applies design thinking to solve any problem 
    • Empowers employees with a design tool kit and designer mindset   
    • Accelerates the path to an enhanced customer experience and improved business outcomes 
    Learn more
  • 1:55 pm - 2:15 pm

    1:55 pm - 2:15 pm

  • 2:15 pm - 2:45 pm

    2:15 pm - 2:45 pm

    Richard Dorfman, VP, Customer Experience, Eastern Bank
    Amanda Flashner, SVP, Customer Experience and Communications, LendingPoint

  • 2:45 pm - 2:45 pm

    2:45 pm - 2:45 pm

A Unique Experience


The CXFS Virtual Event is an online forum mirroring our in-person events. We’re bringing you exclusive knowledge from top-notch industry leaders at the touch of a button.

Here's what you get when you attend:

Hear From Finance Innovators

Learn from multiple, live conversations so you gain unbiased perspectives on what's working right now. (They might even disagree on some points - but you'll get the full picture.)

We Didn't Build This Overnight

Since the event has multiple sessions, you select the material that makes the most sense for you.  Listen in during the live broadcast, or access the session on demand later—once you register, it’s up to you! Enjoy the perks of a live event, translated into a convenient digital package.

Interact Live – Just Like At One Of Our Conferences

Live chat, virtual Q&A, and more encourage involvement (almost like our conferences). Ask questions, jot down notes, and get ready to implement takeaways

All of the Major Players in One Place

Our Audience Breakdown

Create a Better Customer Experience

“Well organized and thought provoking conference. It got
your mind working to think about the path a member
takes and how can we make it a better experience.”


Martin Schrodt
COO
 AFCU

Learned Something New

“There was something there for everyone – those just getting started with a CX focus and those who were several years on that journey already. Looking forward to the next conference!”

Chuck Rohrig
Lead Experience Owner, Auto Insurance Experience,
USAA

Let’s Connect & Create A Custom Experience

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Hi, I'm Meg McNeel, the Sponsorship Director for CXFS Virtual Event. Reach out by clicking the button below and I’ll be in touch within 24 hours. Looking forward to connecting!

Sponsored by: :

How Our Virtual Events Work

Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!

This event is exclusively for CX executives. Solution providers to these organizations and others will not be allowed to attend. Please register with your full company name and your corporate email address or you risk not gaining admittance. WBR reserves the right to not admit registrants based on company type.