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

Cynthia Krause

SVP, Client Experience 

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 


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


Jennifer Borchardt

Jennifer Borchardt

Director of Omnichannel Experience and Strategy

U.S. Bank

Kent Lawson

Kent Lawson

Executive Director Brand & Customer Experience

BlueCross BlueShield

Kamesh Moola

Kamesh Moola

Senior Vice President, Digital Innovation and Customer Experience Group


Amy Porpora Pavia

Amy Porpora Pavia

Digital Client Experience Director U.S. & Americas

Franklin Templeton

Andrew La Monica

Andrew La Monica

VP, Design Leadership

Northwestern Mutual

Jeff Stokvis

Jeff Stokvis

Senior Principal, Digitization and Business Change

BNY Mellon

Albert Whitley

Albert Whitley

Client Experience Design and Strategy- Director

BNY Mellon

Amanda Flashner

Amanda Flashner

SVP, Customer Experience and Communications


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

Richard Dorfman

Richard Dorfman

VP, Customer Experience

Eastern Bank

Laura Johnson

Laura Johnson

Senior Director, Customer Experience & Segmentation


Sarah Locke

Sarah Locke

Client Success Director


Jenny Birkenmeier

Jenny Birkenmeier

Client Success Manager


John Georgesen, PhD

John Georgesen, PhD

Vice President, Global Voice of the Customer


John Mozayani

John Mozayani

Vice President, Technology


Elissa Riddell

Elissa Riddell

Director of Marketing

Coconut Software

John Koo

John Koo

Chief Marketing Officer


Stuart Blair

Stuart Blair

Workplace Product Manager


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

    Andrew La Monica, VP, Design Leadership, Northwestern Mutual
    Amy Porpora Pavia, Digital Client Experience Director U.S. & Americas, Franklin Templeton

    Today’s consumer expects a seamless experience with brand consistency at every touchpoint. It’s a simple idea, but one not always easily conveyed to senior management. In order to develop a superior end-to-end consumer experience, it’s imperative to have the full support and buy-in from all stakeholders across the organization. These CX design leaders successfully campaigned to perfect the customer journey and give you a peek into how they got it done:


    • Defining the economic value of customer experience
    • Educating stakeholders in their role in the transformation
    • Aligning and managing cross-functional changes
    • Ensuring continuity across all touchpoints
    Learn more
  • 12:45 pm - 1:05 pm

    12:45 pm - 1:05 pm

  • 1:05 pm - 1:10 pm

    1:05 pm - 1:10 pm

  • 1:10 pm - 1:45 pm

    1:10 pm - 1:45 pm

    • Customer Journey Mapping for BFSI: How to Understand & Delight Your Customers
    • Information on Session To Come Soon! - *InMoment*
    Learn more
  • 1:45 pm - 2:05 pm

    1:45 pm - 2:05 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
  • 2:05 pm - 2:10 pm

    2:05 pm - 2:10 pm

  • 2:10 pm - 2:30 pm

    2:10 pm - 2:30 pm

    John Georgesen, PhD, Vice President, Global Voice of the Customer, Concentrix

    Stagnant customer experience strategies. Disengaged C-suites. Understaffed, underskilled CX teams. These are just a few of the challenges Banking’s CX leaders have been grappling with for years – and they contribute to an environment that works against forward progress.

    How are successful CX teams overcoming these problems so they can deliver the results the business expects, and the experiences customers demand?

    Join John Georgesen PhD, VP of Global Analytics at Concentrix to learn more about the most persistent CX issues facing the banking industry, and how to align your VOC strategies for success. You’ll hear case studies from innovative CX leaders who’ve put these ideas into action, and the results they’ve achieved.

    You’ll learn how to:

    • Prove the financial impact of VOC programs
    • Focus on measuring and acting on the issues that really matter
    • Defeat silo mentality and gain executive buy-in
    Learn more
  • 2:30 pm - 2:50 pm

    2:30 pm - 2:50 pm

    Michael Crawford, VP, Senior Manager - Digital-First Product, Fifth Third Bank
    Benton Koerner, Senior Digital and Product Channel Manager, Fifth Third Bank
    John Koo, Chief Marketing Officer, Airkit

    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
  • 2:50 pm - 2:50 pm

    2:50 pm - 2:50 pm

Day Two June 24th, 2021

  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

  • 12:05 pm - 12:35 pm

    12:05 pm - 12:35 pm

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

    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
  • 12:35 pm - 12:55 pm

    12:35 pm - 12:55 pm

    Laura Johnson, Senior Director, Customer Experience & Segmentation, Synovus
    Sarah Locke, Client Success Director, InMoment
    Jenny Birkenmeier, Client Success Manager, InMoment

    As the world opens up, financial services brands—banks, credit unions, and more—may feel like they can “take their foot off of the gas” when it comes to digital customer experiences. After all, once customers have in-branch options again, won’t their interest in digital touchpoints die down? Turns out, that is exactly the opposite of what customers expect.

    According to InMoment’s 2021 Digital Customer Experience Report, customers have been, are now, and expect to be even more digital in the future. But how can brands design their roadmaps to increase their competitive edge?

    Join InMoment’s Sarah Locke and Synovus’ Laura Johnson to review the findings of this game-changing report from a finserv perspective and learn more about what your customers are expecting from your digital channels in this CXFS exclusive session. 

    Learn more
  • 12:55 pm - 1:15 pm

    12:55 pm - 1:15 pm

    Jeff Stokvis, Senior Principal, Digitization and Business Change, BNY Mellon
    Albert Whitley, Client Experience Design and Strategy- Director, 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
  • 1:15 pm - 1:20 pm

    1:15 pm - 1:20 pm

  • 1:20 pm - 1:40 pm

    1:20 pm - 1:40 pm

  • 1:40 pm - 2:10 pm

    1:40 pm - 2:10 pm

    Richard Dorfman, VP, Customer Experience, Eastern Bank
    Amanda Flashner, SVP, Customer Experience and Communications, LendingPoint
    Elissa Riddell, Director of Marketing, Coconut Software

    This was a year of swift action. Due to Covid-19, customers were affected, your employees were affected and, ultimately, we became an on-demand industry. Financial institutions have had to listen to their customers, look at what was happening within the communities and make major internal changes. Our panelists work in organizations that realized it’s a business opportunity to learn how to best serve your customers.


    Learn more
  • 2:10 pm - 2:10 pm

    2:10 pm - 2:10 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

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,

Let’s Connect & Create A Custom Experience


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.