Harnessing technology, AI, and innovation to transform Customer Experience
20+
20+ 150+ Sessions Speakers Attendees
Key themes 2025:
Overcoming Silos to Improve Customer Experience
Enhancing collaboration across departments to improve customer satisfaction
Customer Journey Optimization
Leveraging AI and human touch points to optimize customer journey
Implementation of AI & Innovation
Innovating customer experience with implementation of AI technology
User Experience and Customer Experience
Leveraging user experience through balancing human-centric design and technology
Omnichannel Approach
Seamless omnichannel approaches to manage customer expectation and enhancing experience
Balancing Digital and Human Experience in Customer Experience
Addressing the gap between digital solutions an human interactions
Who’s Participating:
Rebecca Moniri Senior Managing Director, Client Experience State Street
Stacey Collins Chief Experience Officer
Dutch Point Credit Union
Lloyd Marriot Managing Director
JPMorgan & Chase
Seun Aiyese President of Retail Banking Southern Bancorp
Jonas Ng COO Laurel Road
Agenda | Day 1 | April 2, 2025
8:50
9:00
9:45
customer acquisition in a digital-first landscape
• Understanding how automation is changing the landscape of client acquisition
• Addressing the overwhelming volume of automated outreach and its effect on customer response Determining how to balance human and AI-generated client outreach for better success Forecasting the impact of increased automation on customer acquisition and engagement
10:20 MORNING REFRESHMENT BREAK AND NETWORKING
CUSTOMER JOURNEY OPTIMIZATION
10:50 Optimizing the customer journey through balancing AI and human touchpoints
• Understanding customer behaviour to identify when human interaction is needed o Chatbots/virtual assistants vs human
Integrating qualitative and quantitative data for a comprehensive view of customer needs
• Balancing AI-driven insights with human touchpoints in customer interactions
• Implementation ethical AI implementation across customer journeys
Anubhuti Mishra, Senior Manager, CRM & Advisory Technology, Royal Bank of Canada
CUSTOMER DATA AND PRIVACY - DEEP DIVE
11:25 Balancing data, security, and compliance to enhance decision-making and customer trust
• Managing security and compliance when processing customer data
• Implementing solutions to break down data silos within different banking services Balancing rapid technological advancement with the unique data control and security requirements
• Enhancing data accessibility for teams to improve decision-making and customer experience
Reducing manual efforts in data collection by leveraging automation and AI
o Enhancing governance and guard rails around the usage of AI
• Strategies to integrate and harmonize data systems for a seamless experience
David Gibson, NPS and Customer Experience Manager, State Street
CUSTOMER SENTIMENT
12:00 Capturing customer sentiment through leveraging technology and AI for an enhanced customer experience
• Obtaining technology, budgets and enhancing technology expertise
Capturing client sentiment through multiple channels of communication
o Chatbots, phone, emails
• Identifying and extract technology to enhance customer experience
Managing budgets, technological expertise and processing data from legacy systems
• Leveraging AI/ML to capture client sentiment beyond traditional real-time surveys
1:35 Implementing AI technology to enhance customer experience while addressing concerns
• Assessing the risks of using generative AI for customer interactions
• Developing strategies to prevent AI hallucination
Understanding the legal risks associated with AI-generated customer communication
• Exploring techniques to reduce risks while leveraging AI for improved customer service
• Determining use cases where AI can be safely integrated into customer-facing operations
IMPLEMENTATION OF AI AND INNOVATION
2:10 Exploring the role of AI and innovation to enhancing customer experience
• Adapting to rapid advancements in AI, chatbots, and voice AI for customer-facing roles.
Balancing automated tools with human involvement for an optimal customer experience.
• Understanding and leveraging future trends in AI and machine learning in CX.
• Exploring voice AI use cases for routine customer service tasks and contact centres
Evaluating voice AI risks, including cost, reliability, and potential for errors in sensitive interactions
Julia Cay, Senior Director of Customer Experience, Bread Financial
PREDICTIVE SERVICING
2:55 Anticipating customer needs and delivering personalized services
• Using AI and data analysis to predict customer needs based on spending habits and business growth
Offering services before customers request them
o Moving from reactive to proactive
• Accessing and consolidating customer data across different banking systems
Integrating customer profiles to create a 360-degree view to enhance personalized services
• Implementing predictive services in financial institutions
Jonas Ng, COO, Laurel Road
3:30 AFTERNOON REFRESHMENT BREAK AND NETWORKING
KYC
4:00 Increasing compliance in KYC processes to streamline process and improve customer satisfaction
• Ensuring compliance with KYC and data privacy regulations during ID verification
• Enhancing customer journey mapping to address issues and tailor services
Leveraging AI in KYC to analyze customer behaviour
Transforming KYC compliance to be frictionless for customers
• Integrating KYC insights for better customer journey mapping Senior KYC Expert, ING
FRAUD
4:35 Combating fraud through use of AI to improve the customer experience
• Impact of combating fraud on the customer experience
Evolving strategies to combat usage of fraudsters
o Risk of fraud via voice simulation and data breaches
o Deepfakes Implementing real-time payments beyond fraud concerns
Managing CDFB impact on fraud regulations to adopt faster RTP
• Reducing fraud while maintaining a positive customer experience
• Ensuring effective KYC checks to prevent fraud
Leveraging AI/machine learning and voiceprints to enhance security
Agenda | Day 2 | April 3, 2025
8:00 REGISTRATION AND BREAKFAST
8:50 CHAIR’S OPENING REMARKS
BALANCING DIGITAL AND HUMAN EXPERIENCE IN CUSTOMER EXPERIENCE
9:00 Balancing AI and human involvement for optimal customer experience
Addressing the gap between digital solutions and human interactions
• Leveraging AI and machine learning to streamline customer interactions and reduce touchpoints
Understanding customer preferences
o Human guidance vs. digital-only services
• Ensuring a seamless customer experience across both digital and human touchpoints
• Evaluating the long-term role of AI in enhancing customer satisfaction
Trish Wethman, Chief Customer Officer, Best Egg John Almasan, Senior Managing Director, Head of AI & Emerging Tech, TIAA
OMNICHANNEL APPROACH
9:45 Delivering seamless omnichannel approach to manage customer expectation and enhancing experience
• Managing multiple lines of business simultaneously to improve customer experience
• Challenges in cross-selling between commercial and retail banking services
• Improving coordination between teams to streamline efforts
Overcoming inefficiencies in data aggregation across multiple systems
• Addressing the impact of manual processes on customer experience
• Aligning service standards across contact centres, in-branch services, and digital hubs
• Optimizing the connectivity experience in a digital world
Doug Roerden, Head of Experience Design, FM Global
10:20 MORNING REFRESHMENT BREAK AND NETWORKING
USER EXPERIENCE AND CUSTOMER EXPERIENCE
10:50 Enhancing user experience through balancing humancentric design and technology
Managing technology advancements that have led to the reduction of CX and UX positions
• Overcoming organizational resistance to investing in user experience
The long-term risks of neglecting CX and UX in a tech-focused environment
• Ensuring human element remains integral within organizations
• Creating experience to differentiate financial services from growing pool of competitors
o FinTech’s, loyalty programmes, payrolls
• Enhancing user experience through digital tools, reducing the need for manual customer support
Ivan Tolmachev, Creative Director, Finstar Capital Group
REGULATIONS – PANEL DISCUSSION
11:25
Navigating CX in a highly regulated environment whilst balancing compliance and innovation
Identifying use cases for generative AI that enhance productivity without breaching regulations
• Updating legacy systems to comply with regulatory expectations
Developing internal AI strategies aligned with regulatory standards
• Navigating the complexities of risk and regulation without sacrificing service quality
• Aligning with regulators to navigate privacy regulations and customer protection
Ensuring compliance with strict regulations when using AI for loan approvals
Andrew Hoffman, former VP & Senior Counsel, Privacy, Data Protection
& Cybersecurity, Goldman Sachs
PROVING THE ROI OF CUSTOMER EXPERIENCE
12:00
Demonstrating the ROI of customer experience for investment
NPS, CES and surveys– are they enough?
• Making the case for CX investment:
o Connecting customer feedback to financial outcomes
Leveraging predictive analytics and AI to track customer behaviour and lifetime value
• Aligning CX metrics with broader business goals for clear ROI tracking
12:25
ONBOARDING AND TRAINING
1:35 Developing consistent training programs for employees to deliver effective customer experience
• Developing in-house training programs with real-world industry knowledge
Standardizing onboarding to ensure consistent customer service across branches
Addressing reputational risk from inconsistent service delivery
• Building customer service playbooks that are aligned with internal employee experiences
Enhancing ongoing training with employee feedback and real-world
5:20 CHAIR’S CLOSING REMARKS
5:30 END OF DAY ONE AND DRINKS RECEPTION
Utilization the role of generative AI
• Aligning
Seun Aiyese, President of Retail Banking, Southern Bancorp
Why should you be attending these sessions?
OVERCOMING SILOS TO IMPROVE CUSTOMER
Collaboration across departments to improve customer satisfaction and aligning CX goals
• Creating seamless handoffs across different channels and departments
• Building a culture of collaboration and communication between teams
• Measuring the effectiveness of cross-departmental efforts on customer satisfaction
USER EXPERIENCE AND CUSTOMER EXPERIENCE
Enhancing user experience through balancing humancentric design and technology
• Managing technology advancements that have led to the reduction of CX and UX positions
• Ensuring human element remains integral within organizations
CUSTOMER JOURNEY OPTIMIZATION
Optimizing the customer journey through balancing AI and human touchpoints
• Understanding customer behaviour to identify when human interaction is needed
• Chatbots/virtual assistants vs human
• Integrating qualitative and quantitative data for a comprehensive view of customer needs
• Creating experience to differentiate financial services from growing pool of competitors
• FinTech’s, loyalty programmes, payrolls
OMNICHANNEL APPROACH
Delivering seamless omnichannel approach to manage customer expectation and enhancing experience
• Managing multiple lines of business simultaneously to improve customer experience
• Challenges in crossselling between commercial and retail banking services
• Improving coordination between teams to streamline efforts
BALANCING DIGITAL AND HUMAN EXPERIENCE IN CUSTOMER EXPERIENCE
Balancing AI and human involvement for optimal customer experience
• Addressing the gap between digital solutions and human interactions
• Leveraging AI and machine learning to streamline customer interactions and reduce touchpoints
• Understanding customer preferences
• Human guidance vs. digital-only services
AI USAGE WITH CUSTOMERS
Implementing AI technology to enhance customer experience while addressing concerns
• Assessing the risks of using generative AI for customer interactions
• Developing strategies to prevent AI hallucination
• Understanding the legal risks associated with AI-generated customer communication
• Exploring techniques to reduce risks while leveraging AI for improved customer service
ONBOARDING AND TRAINING
Developing consistent training programs for employees to deliver effective customer experience
• Developing in-house training programs with real-world industry knowledge
• Standardizing onboarding to ensure consistent customer service across branches
• Addressing reputational risk from inconsistent service delivery
EMPLOYEE EXPERIENCE
Enhancing employee experience for better customer outcomes
• Implementing sustainable development plans to drive employee growth
• Training managers to support employee career progression and engagement
• Reducing turnover to ensure consistent customer relationships and trust
Sponsorship & Partnerships
Thought leadership
Advance your expertise, knowledge, and experience with a presentation, a panelist, or a roundtable discussion. Why not enhance that with an article published in Connect Magazine and CeFPro® Connect?
Lead generation
Meet with key decision makers and senior professionals at CeFPro® events, roundtables, or at an invite-only dinner.
Branding and awareness
Want to advance your organization and/or your products or offerings? What better way than at a live in-person event where you will meet leading decision-makers, or online through CeFPro®’s market intelligence reports, Connect Magazine, or Connect member’s hub.
Networking
Whether over coffee, lunch, drinks reception, or dinner, expand your network connections in person.
Positioning in the industry
Whether you are the industry leader or a start-up, CeFPro® has opportunities to maintain, advance, or promote your standing among the risk community.
Targeted and one-on-one meetings
General promotion is no replacement for connecting with key decision-makers and C-suite professionals, whether at an event, a closed-door forum, a networking reception, or a VIP dinner.
Reach business buyers
Outside of marketing and promotion, CeFPro®’s extensive range of offerings can provide clients with opportunities to reach key decision-makers and buyers.
Would your organization like to partner with us on this event?
To discuss how we can deliver your thought-leadership at the event, help you generate leads, and provide you with unique networking and branding opportunities, please contact sales@cefpro.com or call us on (+1) 888 6777007 | +44 (0)207 164 6582 for more information.
2025 Speaker Line-up
To view the full Customer Experience USA 2025 speaker biographies scan the QR code or click here
Seun Aiyese President of Retail Banking Southern Bancorp
John Almasan Senior Managing Director, Head of AI & Emerging Tech TIAA
Leslie Cruz Head of Core Experience Nubank
Andrew Hoffman former VP & Senior Counsel, Privacy, Data Protection & Cybersecurity Goldman Sachs
Stacey Collins Chief Experience Officer Dutch Point Credit Union
Audrey Stone VP, Business Analyst Manager JPMorgan Chase
Rebecca Moniri Senior Managing Director, Client Experience State Street
Tanika Scott VP, Lead Business Execution Wells Fargo Catrina Tate VP Everwise Credit Union
Ivan Tolmachev Creative Director Finstar Capital Group
Trish Wethman Chief Customer Officer Best Egg
Denise Vazquez AVP/Branch Manager
Bank
Anubhuti Mishra Senior Manager, CRM & Advisory Technology Royal Bank of Canada
Doug Roerden Head of Experience Design FM Global
Julia Cay Senior Director of Customer Experience Bread Financial
David Gibson NPS and Customer Experience Manager State Street
Convince your Boss
#1 What Your Boss Will Say: “What’s included within the ticket price?”
“For the price of my ticket, not only will I gain full access to both days of CeFPro’s Customer Experience Europe, I will also receive breakfast, lunch, and refreshments throughout, and a complimentary drinks reception at the end of day-1.
The learning opportunities don’t stop there as once the event has ended, I will receive exclusive access to post-event materials and resources, and a portal log in to CeFPro Connect, my new personalized gateway to the latest risk intelligence and insights.”
#2 What Your Boss Will Say: “Will you learn anything of value that we can integrate into our strategy?”
“The agenda for the event has been carefully curated through an extensive research project involving speaking to more than 25 customer experience experts from prestigious financial institutions. As a result, the agenda is a direct reflection of the top-of-mind challenges and opportunities that senior practitioners are integrating into their own strategies.
These sessions will offer me practical insights and the latest advancements into customer experience that I will then be able to directly apply and enhance and innovate our own operation. The knowledge I gain will help our department refine our approach, identify new opportunities, and address emerging challenges in the industry.”
#3
What Your Boss Will Say: “What specific benefits will attending this event bring to our team?”
“There is the opportunity to turn this event into a team building and development exercise with sessions on current critical matters such as: Customer Journey Optimization, Customer Sentiment, Omnichannel Approach, User Experience and many more. As such there a group discounts available which make it easier for us to get the team together, deep dive into these critical subject matters, and discuss what we have learnt and how we can apply this in between breaks.
If it’s just me attending, I will still receive access to the post-event materials and resources to consolidate the knowledge gained which I can then share with the team when I return. I can also refer the team to CeFPro Connect where they can make a free account and benefit from all the additional resources on offer.
During the event, whether I attend with colleagues or by myself there will be over 8 hours of networking opportunities with industry leaders to discuss our sector and obtain their knowledge for our own gain and application.”
#4 What Your Boss Will Say: “What will we do with you out of the office for 2 days?”
“The venue will have WIFI so I will be able to bring my laptop with me if necessary. There are also many breaks throughout the day for lunch and refreshments so I will have many opportunities to step out and support the team if needed.
The benefits and resources that not just me, but our department will gain from at least one of us taking advantage of the excellent opportunity to better understand our industry will be a valuable use of my time for greater good. By attending, the extended learning opportunities that I will be exposed to beyond the event will continue making this a worthwhile investment of my time.”
6 3
SVP’s Heads of Departments
#5 What Your Boss Will Say: “How will you share the knowledge and insights gained with the rest of the team?”
“I will be able to take notes throughout the sessions so that I can share key takeaways and points of reflection that we should consider. If you like, I could even do a presentation or report on the findings and my recommendations to share everything I have learnt.
There’s also the post-event materials and resources which will include copies of the presentations, behind-the-scenes deep-dive interviews with the speakers, and related articles and videos that support what I have learnt which I can share with the team also.
For further help in convincing your boss to let you attend, Scan the QR code or click here for access.
Times Square
A vibrant hub, known for its bright lights, theaters, and entertainment options, perfect for experiencing New York’s lively atmosphere.
The Capital Grille
An upscale steakhouse featuring dry-aged steaks, fresh seafood, and an extensive wine list, offering a refined atmosphere for team bonding.
New York Bar Association, 42 West 44th Street, New York, NY 10036
Wall Street
Just a short subway ride from Midtown, Wall Street is the heart of the financial district and home to the NYSE.
Launch Rate
January 17
The Museum of Modern Art (MoMA)
A premier art museum showcasing modern and contemporary masterpieces, making it an inspiring cultural stop near the Bar Association.
Nearby Hotels
Booking a hotel in Midtown Manhattan for the event ensures you’re right in the heart of the action, making it convenient to attend every session, explore local amenities, and soak up the vibrant city atmosphere without the hassle of commuting.
• The Algonquin Hotel
• The Knickerbocker Hotel
• The Chatwal
• Marriott Marquis
Early Bird Rate
February 21
Standard Rate
After February 21
*For those representing a financial institution/government body
Group Rates
Seize the opportunity, bring the team to advance their professional development and knowledge with our group booking promotion.
50% OFF:
Purchase two tickets and receive the third registrant at 50% off the prevailing rate
Free Pass:
Don’t stop there, as the more people you register, the better the savings. With every four tickets bought, the fifth is on us, completely free!
Bringing your team not only enhances the overall experience, but also fosters significant team building among colleagues while allowing you to save on your registration.
What’s Included
Access to 20+ sessions
Networking: 7+ hours
Lunch + Refreshments
Networking cocktail reception
PPT slides/decks
Podcasts with industry experts
Videos and interviews from the event
Connect agazine complimentary
and engagement
intelligence reports access
To register your place at the best rate possible, click here, or scan the QR code.
Topic Related Insights
Aligning customer experience objectives with operational resilience requirements
Ron Lay, Director, Investia
Topic Related Insights
Balancing digital implementation whilst retaining customer relationships
Yawar Choudhry, Head of Client Services Propositon, Legal and General
Where are institutions most likely to encounter regulatory pressure and potential fines when dealing with customer experience and operational resilience?
There are many aspects and responses to this question, but in my experience, there are three key areas that attract the most regulatory attention:
Data Privacy and Security: Regulatory bodies closely monitor how institutions handle customer data, ensuring that privacy is protected and data breaches are prevented or mitigated. The Dark Side is that non-compliance can and will lead to reputational damage, increased oversight, and possibly substantial fines. It is hard to overstate the severity of the attention that a customer data breach attracts from regulatory authorities around the world!
System Resiliency, Availability, and Cybersecurity: Regulatory bodies worldwide expect robust systems and procedures that safeguard customer data and critical operations, particularly as they relate to data privacy and
payment processing. When systems fail, the results are very damaging to the organization financially and reputationally. And given the ever-increasing sophistication of cyberattacks, institutions must demonstrate a proactive approach to cybersecurity, with robust monitoring and proactive defensive approaches. What worked yesterday probably won’t work tomorrow.
Anti-Money Laundering (AML) and Know Your Customer (KYC) Compliance: Institutions are required to have robust AML and KYC practices to prevent money laundering and fraud.
While this can often feel like boring “bookkeeping” or “bureaucracy”, failure can result in significant fines and legal consequences — this is particularly important in the ever-changing modern world, as governments employ crossborder sanctions and economic policies that have to be reflected in the digital systems deployed by financial services organizations. My motto in this regard has always been: “Don’t complain. Get good at it.”
To continue reading click here, or scan the QR code.
In the end, we need to be proactive in this space: prioritize compliance, develop, deploy, and maintain robust and resilient systems, and maintain open communication with the regulators.
How can digitalization be used to enhance relationships with customers?
Digitalization can meaningfully enhance customer relationships. The first and most important benefit is convenience. It enables customers to access products, services, and information from anywhere at any time.
The second is personalization. It helps businesses to tailor services to their target market using analytics from digital (and non-digital) interactions. Businesses can use these insights to learn about customers’ behaviors and preferences, which will help them to develop appropriate strategies and cater to individual preferences.
Businesses can communicate with customers digitally in real-time and sometimes even instantly. This can help businesses to answer customer questions or provide support easily and quickly.
Self-servicing platforms give customers more control. They empower customers to do what they need to do independently and without
assistance. Digitalization can also make products and services more accessible to people with disabilities. This offers businesses an opportunity to broaden their customer base. Digital technologies such as augmented and virtual reality can create deeply immersive experiences and allow businesses to test and learn in a more cost-effective way.
Digitalization offers a huge range of benefits; however, it relies on businesses using and understanding their digital analytics and then implementing learnings and improvements to their customer journey. It is equally important to understand your customer segments and their level of digital maturity. This will help to ensure that your digitalization capabilities are aligned with and support your business strategy and model.
To continue reading click here, or scan the QR code.
Is the customer population as straightforward as a one-size-fitsall, or is it more complex than this?
The short answer is no – there is no one size fits all customer population. Customers are complex and diverse, with varying preferences, needs, behaviors, and psychologies.
FINTECH LEADERS
Customer experience rises in the ranks
Customer experience came second in the list of opportunities, with 75% of respondents ranking it as either ‘Very important’, or ‘Most significant’ (Figure D). Although not a substantial rise in the rankings, moving from third to second place, the percentage of those ranking ‘Very important’, or ‘Most significant’ rose from 63%, with over 10% more respondents prioritizing customer experience for 2024. It was highlighted that customer experience could be seen as more of a measure of success than an outright opportunity, due to its association with cybersecurity, AI, payments, anti-fraud, and mobile and digital services. Advisory board members were also unsurprised to see customer experience so high in the rankings, given the increased regulatory scrutiny being used to protect the customer, and the evolving competitive landscape.
Enhancing customer experience opens a deeper opportunity to develop and drive more personalized experiences for customers through marketing channels and mobile apps. Incumbent banks are historically slow to market for new product launches due to legacy infrastructure and limited agility for fast change. Leveraging fintech to advance customer experience allows organizations to keep up in a competitive market, which is vital.
In the wake of the COVID-19 pandemic, a new wave of customers have been expecting services to be increasingly digital, and include more responsive capabilities. With branches closing, many companies continue to be forced towards digital products; in some cases, the expectations on technology outweigh the quality of the product. If an organization offers a unique
product, but their user interface (UI), or user experience (UX) is lacking, the product can be undermined. Advisory board members stressed this aspect as being highly significant, citing call centers as a key example. The experience of calling a call center is often a fairly negative one. Technology, such as automated machine learning, can be used to enhance experiences with call centers, for tasks as simple as resetting passwords. Digital organizations can offer video services, whereby the customer submits a recording of themselves for ID verification through an automated machine-learning tool. After their successful identification, the password is released, alleviating the need for laborious call centers where customers often incur significant waits and security challenges.
It was also highlighted as surprising to see such a gap between customer experience, and digital and mobile banking, with many seeing the two as intertwined. Mobile and digital services ranked in eleventh place, being voted as the ‘Most significant’ by only 16% of respondents, and ‘Very important’ by 41% (Figure D). Although, as outlined above, customer experience was seen as the measure, rather than the means. In most cases, improving the customer’s experience makes an organization easier to do business with, and enhances how customers view an organization and their loyalty towards it. Customer experience continues to evolve as tools, technology, software, applications, and customer expectations continue to develop. Organizations should leverage the opportunity to enhance experiences, but also to gain additional insight into customer habits, including spending, as more customers transact through digital services. The opportunities are there for both customers and businesses to gain more, deepen business relationships, and tailor greater product offerings.
Great minds think alike, but brilliant minds think differently.
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