Name: 3rd Customer Experience for Financial Services Summit 2022
Start: 27/04/2022 12:30 PM +00:00
End: 28/04/2022 09:30 PM +00:00

Ada is the leading technology provider of Automated Brand Interactions, empowering the world's fastest growing companies, like Zoom, Meta, and Square, with best-in-class solutions that deliver digital-first, omni-channel experiences at scale. Fuelling interactions between brands and the people who love them&mdash;prospective and loyal customers, stakeholders and employees&mdash;Ada transforms reactive CX models into proactive, tailored profit generators that span the entire customer journey.&nbsp;

Arise Virtual Solutions is the leader in Gig-CXM, connecting your brand with the largest network of gig-economy Service Partners in the BPO industry. Innovations in dynamic scheduling can deliver up to 200% Intraday Flex so you can be there for your customers. Highly innovative virtual learning programs reduce speed to proficiency by 30% and keep your teams aware of customer needs so they offer new solutions that grow share of wallet and increase revenue. Service Partners select brands they love and deliver empathetic, personal care that creates enduring relationships, keeping your brand essential and growing. We use science to define where innovation can improve your CX while allowing you to build, test, and deploy solutions using a secure technology platform that promotes up to 32% reduction in total cost of ownership.&nbsp;

Arise

Messagepoint is a SaaS-based Customer Communications Management (CCM) solution that enables organizations to enhance customer experiences with optimized communications. Leveraging the power of MARCIE, Messagepoint's AI-powered Content Intelligence Engine, Messagepoint products automate and simplify the processes of migrating, optimizing, authoring and managing customer communications across all platforms and channels.
Whether dealing with marketing materials, onboarding, simple correspondence, or more complex documents and digital experiences, Messagepoint uniquely enables non-technical business users to centrally manage and control the content that powers regulated, highly-personalized customer-facing communications and experiences across print and digital channels.

Messagepoint

Your customers expect consumer-grade experiences. Put a single platform to work across your enterprise &ndash; to boost visibility, enable compliance, and deliver great service. Create customers for life.

ServiceNow

Today&rsquo;s banking CX leaders face pressures to drive efficiency gains, reopen branches, thwart cyberattacks, compete against digital-only banks, and meet customer expectations &ndash; all while cutting costs. Our integrated customer experience solutions and consultative-partner approach will stabilize your bottom line, attract new customers, and build long-term loyalty.
 Our CX for Financial Services help show your customers you recognize them, remember them, and can provide them hyper-personalized and relevant recommendations &ndash; whether they&rsquo;re inside your bank, on the phone, online, or in-app.

TTEC

Methodify, part of Schlesinger Group, is an automated market research platform that provides self-serve options to help insights and CX professionals, marketers, and other stakeholders run projects whenever they want, and get results in as little as 24 hours. Methodify allows your company to bring the voice of consumers into your decision making more often and democratize research results across your organization.

Methodify

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites, and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 5,000 people across the world. Learn more at <a href="http://www.zendesk.com">www.zendesk.com</a>.

Zendesk

10:00 AM ENTER NETWORKING LOUNGE, CONNECT WITH YOUR INDUSTRY COLLEAGUES
<ul>
<li>Start your day off right and make connections with CX leaders.</li>
<li>Join &ldquo;drop-in&rdquo; roundtables discussing the industry&rsquo;s most relevant topics.</li>
<li>Schedule one-to-one video meetings with peers or vendors.</li>
<li>Gather essential content and get exclusive offers at virtual exhibit booths.</li>
</ul>
&nbsp;
11:00 AM OPENING COMMENTS FROM YOUR HOST
Gain insight into today&rsquo;s sessions so you can get the most out of your conference experience and maximize your value.&nbsp;
Jim Tincher, CCXP, Heart of the Customer
&nbsp;
11:05 AM KEYNOTE: CUSTOMER SERVICE TRENDS
HOW 2021 HAS PUT CUSTOMER SERVICE TRENDS IN A NEW SPOTLIGHT
Howard Tiersky, CEO, FROM, The Digital Transformation Agency
&nbsp;
11:30 PANEL: THE IMPACT OF MODERN CX
MEET EVOLVING CUSTOMER DEMANDS IN THE FINANCIAL INDUSTRY
Chris Turchansky, Chief Experience Officer, ATB Financial
Bhavik Mohandas, Director, Product Management, American Express
Moderator: David Hicks, Founder &amp; CEO, TribeCX Ltd.
&nbsp;
12:00 PM PANEL: THE CONVERGENCE OF CUSTOMER COMMUNICATIONS&nbsp;
ENHANCE CUSTOMER EXPERIENCES THROUGH IMPROVED COMMUNICATIONS IN 2022 AND BEYOND
Tim Rea, Chief Experience &amp; Marketing Officer, Edward Jones
Grace Mistry, Head of Marketing, B2B Personal Wealth and Advertising, BMO
Adam Ginty, Managing Director, Blackbox Marketing
Moderator: David Hicks, Founder &amp; CEO, TribeCX Ltd.
&nbsp;
12:30 PM INDUSTRY EXPERT: AUTOMATE CX BEYOND THE ENGAGEMENT LAYER
Trent Salvaggio, SVP, CX Solutions &amp; Value Engineering, TTEC&nbsp; Kristen Hein, VP, Sales Leadership, TTEC&nbsp; Paul Ignasinski, Director, Enterprise Transformation, TTEC&nbsp; &nbsp;
&nbsp;
1:00 PM PRESENTATION: C-SUITE ON A UNIFIED COMMERCE SPECTRUM&nbsp;
HOW TO INTEGRATE C-SUITE AT THE AGE OF UNIFIED COMMERCE&nbsp;
Cosmin Uciu, Head of Member Services, Tide Business Banking
&nbsp;
 1:30 PM NETWORKING BREAK
BUILD RELATIONSHIPS AND VISIT VIRTUAL BOOTHS
<ul>
<li>Pose your biggest questions to leading vendors and suppliers through one-to-one video conversations or chat.</li>
<li>Join &ldquo;drop-in&rdquo; roundtables in the networking lounge and make connections that last beyond these two days.</li>
<li>Experience live demos and test drive new technology. Source leading-edge content from virtual booths.</li>
</ul>
&nbsp;
2:00 PM PANEL: SUSTAINABLE CX (ESG)
ENSURE THAT THE RIGHT CX EFFORTS ARE FOCUSED ON THE RIGHT ISSUES
Sarah Chapman, Global Chief Sustainability Officer, Manulife
Andrei Cherny, CEO, Aspiration
Moderator: David Hicks, Founder &amp; CEO, TribeCX Ltd.
&nbsp;
2:30 PM CASE STUDY: THE FUTURE OF LOYALTY IN CANADA
EXPLORING HOW THE PANDEMIC HAS CHANGED CONSUMER LOYALTY IN CANADA
Amisha Parikh, VP, Product Management, Loyalty and Engagement, Mastercard
&nbsp;
3:00 PM FIRESIDE CHAT: ENHANCED UX &amp; UI FOR A BETTER CX
ENSURE THAT YOUR INTERFACE AND EXPERIENCE ARE INTUITIVE AND USER-FRIENDLY&nbsp;
Marco Rodrigues, Deputy Head of CX and Design, BNP Paribas
Moderator: Amy Radin, Principal, Scale-Up Advisor, Enterprise Digital Transformation, Pragmatic Innovation Partners, LLC
&nbsp;
3:30 PM FIRESIDE CHAT: CX PARTNERSHIPS FOR LONG-TERM BENEFITS
REACH CUSTOMERS THROUGH PARTNERSHIPS TO INCREASE BRAND EXPOSURE
Lori Pon, Director, Claim Strategy and Innovation, The Auto Club Group (AAA)
Moderator: David Hicks, Founder &amp; CEO, TribeCX Ltd.
&nbsp;
4:00 PM FIRESIDE CHAT: CUSTOMER JOURNEY MAPPING
MAP THE CUSTOMER JOURNEY FOR AN IMPROVED CUSTOMER EXPERIENCE
Dr. Fabiola Corvera-Stimeling, Senior Director of Client Experience, Northwestern Mutual
Moderator: Amy Radin, Principal, Scale-Up Advisor, Enterprise Digital Transformation, Pragmatic Innovation Partners, LLC
&nbsp;
4:30 PM CASE STUDY: IN-STORE "POINT OF SALE" EXPERIENCE TRANSFORMATION&nbsp;
DIGITIZE YOUR CUSTOMER&rsquo;S ANSWERS ON POS AND TRANSFER THEM TO THE USER&rsquo;S PERSONAL PHONE&nbsp;
Milos Dunjic, AVP, Distinguished Engineer, Head of Enterprise Payments Technology Innovation, TD
David Tax, Lead Strategy and Innovation, TD
&nbsp;
5:00 PM CLOSING COMMENTS FROM YOUR HOST
Review key insights and takeaways from the conference. Source a summary of action points to implement in your work.
&nbsp;
Jim Tincher, CCXP, Heart of the Customer
&nbsp;
5:05 PM VIRTUAL HAPPY HOUR&nbsp;
<ul>
<li>Get to know fellow delegates in &ldquo;drop-in&rdquo; virtual roundtables.</li>
<li>Engage in one-to-one video conversation with peers or vendors.&nbsp;</li>
<li>Connect with other attendees based on similar interests and business objectives using our &ldquo;recommend matches&rdquo; tool.&nbsp;</li>
</ul>
&nbsp;
5:10 PM CONFERENCE ADJOURNS

Jim Tincher

Milos Dunjic

Dr. Fabiola Corvera-Stimeling

Amy Radin

Lori Pon

David Hicks

Marco Rodrigues

Amisha Parikh

Andrei Cherny

Sarah Chapman

Cosmin Uciu

Bhavik Mohandas

Chris Turchansky

Tim Rea

Grace Misty

Adam Ginty

Howard Tiersky

David Tax

Trent Salvaggio

Kristen Hein

Paul Ignainski

3rd Annual Customer Experience for Financial Services Virtual Summit 2022

Gain insight into today&rsquo;s sessions so you can get the most out of your conference experience and maximize your value. &nbsp; &nbsp; Jim Tincher, CCXP, Heart of the Customer&nbsp;

Opening Comments from your Host

How 2021 Has Put Customer Service Trends in a New Spotlight&nbsp;
 Financial organizations are dealing with spikes in service demands and dramatically different consumer patterns. Increase revenue and reduce costs by transforming your services into a sales tool. Develop a blueprint to: &nbsp;
<ul>
<li>Empower your customers to connect with you through their preferred channel&nbsp;</li>
<li>Make omnichannel customer service a crucial skill at the crux of the C-suite&nbsp;</li>
<li>Deliver consistent experiences through unified customer interactions across multiple channels&nbsp;</li>
</ul>
Provide your clients with innovative solutions to ensure exceptional customer service.&nbsp; &nbsp; Howard Tiersky, CEO, FROM, The Digital Transformation Agency&nbsp;

KEYNOTE: CUSTOMER SERVICE TRENDS 

Meet Evolving Customer Demands in the Financial Industry&nbsp;
Customer expectations are shifting significantly. Enable your business to be more agile by responding rapidly to changes in customer behaviour and demands. Walk away with proven strategies to:&nbsp; 
<ul>
<li>Increase your brand&rsquo;s relevance to its customers&nbsp;</li>
<li>Reduce the cost to serve&nbsp;</li>
<li>Set up your business for competitive success in the digital age&nbsp; </li>
</ul>
Communicate the right message at the right time across your different touchpoints.&nbsp;
Chris Turchansky, Chief Experience Officer, ATB Financial&nbsp; Bhavik Mohandas, Director, Product Management, American Express&nbsp; Moderator: David Hicks, Founder &amp; CEO, TribeCX Ltd.&nbsp;

PANEL: THE IMPACT OF MODERN CX

The pursuit of Delivering CX starts with delivering the right EX. &nbsp;Join us for a discussion on navigating multi-generational workforces with a spotlight on Millennials and GenZ in an everchanging market. &nbsp; &nbsp; Trent Salvaggio, SVP, CX Solutions &amp; Value Engineering, TTEC&nbsp; Kristen Hein, VP, Sales Leadership, TTEC&nbsp; Paul Ignasinski, Director, Enterprise Transformation, TTEC&nbsp; &nbsp;

NAVIGATING THE EMPLOYEE EXPERIENCE IN A CHANGING WORLD

ENHANCE CUSTOMER EXPERIENCES THROUGH IMPROVED COMMUNICATIONS IN 2022 AND BEYOND
Tim Rea, Chief Experience &amp; Marketing Officer, Edward Jones
Grace Mistry, Head of Marketing, B2B Personal Wealth and Advertising, BMO
Adam Ginty, Managing Director, Blackbox Marketing
Moderator: David Hicks, Founder &amp; CEO, TribeCX Ltd.

PANEL: THE CONVERGENCE OF CUSTOMER COMMUNICATIONS 

How To Integrate C-Suite At The Age Of Unified Commerce&nbsp;
&nbsp; Customer&rsquo;s preferred channels impacts the quality of customer interactions and creates greater customer engagement. Transform your organizational structure and cross functional executive talent to reach the modern consumer in a contextually relevant way, regardless of the channel they accessed from. Create a roadmap to: &nbsp;
<ul>
<li>Empower your customers reach through their preferred channel. &nbsp;</li>
<li>Make Omni channel customer service a crucial skill at the crux of c-suite &nbsp;</li>
<li>Deliver consistent experience through unified customer interactions across multiple channels &nbsp;</li>
</ul>
Deliver a holistic experience at every point in customer&rsquo;s journey to drive sales &nbsp; &nbsp; Cosmin Uciu, Head of Member Services, Tide Business Banking&nbsp; &nbsp;

PRESENTATION: C-SUITE ON A UNIFIED COMMERCE SPECTRUM  

Ensure that the Right CX Efforts are Focused on the Right Issues&nbsp;
 Differentiating your brand through ESG initiatives can help you attract and retain clients. Appeal to value-driven customers and combat social and environmental issues by making CSR a critical business priority. Devise your best course of action to:&nbsp;
<ul>
<li>Support the transition to net zero carbon emissions&nbsp;</li>
<li>Foster trust from value-driven customers through a CSR strategy &nbsp;</li>
<li>Impact your profit margins by attracting customers who share the same values&nbsp;</li>
</ul>
Drive your CX by looking beyond products and services to focus on corporate value.&nbsp; &nbsp; Sarah Chapman, Global Chief Sustainability Officer, Manulife&nbsp; Andrei Cherny, CEO, Aspiration&nbsp; Moderator: David Hicks, Founder &amp; CEO, TribeCX Ltd.&nbsp;

PANEL: SUSTAINABLE CX (ESG) 

Exploring how the Pandemic has Changed Consumer Loyalty in Canada&nbsp;
 COVID-19 has disrupted Canadian consumer lifestyles, routines and rituals. It has upended traditional brand choice and preference while throwing a curveball into the loyalty equation. Implement top strategies to cultivate and retain customer loyalty in an era where disruption is the new normal. Gain actionable insights on:&nbsp; 
<ul>
<li>Where loyalty will be won or lost, based on how businesses react&nbsp;</li>
<li>The importance of the inherent qualities of your product&nbsp;</li>
<li>How to capitalize on the new set of daily rituals and patterns that are being formed&nbsp;</li>
</ul>
Keep your consumers engaged in times of turmoil.&nbsp; &nbsp; Amisha Parikh, VP, Product Management, Loyalty and Engagement, Mastercard&nbsp;

CASE STUDY: THE FUTURE OF LOYALTY IN CANADA 

Ensure that your Interface and Experience are Intuitive and User-Friendly &nbsp;
 UX and CX both focus on the consumer&rsquo;s level of satisfaction when interacting with a company&rsquo;s services. Achieve business success by transforming your user experience. Walk away with an action plan to:&nbsp;
<ul>
<li>Introduce and implement UX and UI design&nbsp;</li>
<li>Create internal champions of service design&nbsp;</li>
<li>Improve your CX across multiple channels&nbsp; &nbsp;</li>
</ul>
Apply service design to maximize your customer retention.&nbsp; &nbsp; Marco Rodrigues, Deputy Head of CX and Design, BNP Paribas&nbsp; Moderator: Amy Radin, Principal, Scale-Up Advisor, Enterprise Digital Transformation, Pragmatic Innovation Partners, LLC&nbsp;

FIRESIDE CHAT: ENHANCED UX & UI FOR A BETTER CX 

Reach Customers through Partnerships to Increase Brand Exposure&nbsp;
 Customer experience has become the key to success in financial services. It&rsquo;s no longer enough to just have a website or an app. Exceed your customers&rsquo; evolving expectations by strengthening your partnerships. Leave with crucial insights to:&nbsp;
<ul>
<li>Revamp your CX by partnering with other brands and influencers&nbsp;</li>
<li>Build a better brand experience&nbsp;</li>
<li>Focus on the business impact&nbsp;</li>
</ul>
Take a partnership approach to creating meaningful customer experiences.&nbsp; &nbsp; Lori Pon, Director, Claim Strategy and Innovation, The Auto Club Group (AAA)&nbsp; Moderator: David Hicks, Founder &amp; CEO, TribeCX Ltd.&nbsp;

FIRESIDE CHAT: CX PARTNERSHIPS FOR LONG-TERM BENEFITS 

Map the Customer Journey for an Improved Customer Experience&nbsp;
 You&rsquo;ve heard about customer journey maps, but what are they really? What value can they&nbsp; provide to your business and how do you create one? Identify areas of friction and opportunities for upselling or cross-selling by mapping your customer&rsquo;s journey. Source solutions to:&nbsp;
<ul>
<li>Gain the skills and toolkit you need to implement the art of journey mapping&nbsp;</li>
<li>Strategically plan and innovate multichannel experiences&nbsp;</li>
<li>Exceed your customers&rsquo; expectations of your products and organization&nbsp;</li>
</ul>
Deliver tangible results to clients navigating the digital revolution.&nbsp; &nbsp; Dr. Fabiola Corvera-Stimeling, Senior Director of Client Experience, Northwestern Mutual&nbsp; Moderator: Amy Radin, Principal, Scale-Up Advisor, Enterprise Digital Transformation, Pragmatic Innovation Partners, LLC&nbsp;

FIRESIDE CHAT: CUSTOMER JOURNEY MAPPING 

Digitize Your Customer&rsquo;s Answers on POS and Transfer them to the User&rsquo;s Personal Phone&nbsp;&nbsp;
Create a hygienic UX system where your customers will no more be required to touch public POS. Give your customers a fully digital and easily extensible user experience. Integrate Innovative and novel Point Of Sale (POS) concept, with potential to:&nbsp; 
<ul>
<li>Stop infectious diseases spread and increase customer&rsquo;s confidence in safety of in-store payments&nbsp;</li>
<li>Enable visually impaired customers to participate in point-of-sale payments as everyone else via mobile assistive technologies&nbsp;</li>
<li>Provide fully digital POS innovative platform for providing variety of digital value-added services&nbsp;</li>
</ul>
Boost your sales by creating Touchless Point of Sale (POS) system for your organization &nbsp; &nbsp; Milos Dunjic, AVP, Distinguished Engineer, Head of Enterprise Payments Technology Innovation, TD&nbsp; David Tax, Senior Manager, Payments Strategy &amp; Innovation, TD&nbsp;

CASE STUDY: IN-STORE "POINT OF SALE" EXPERIENCE TRANSFORMATION  

Review key insights and takeaways from the conference. Source a summary of action points to implement in your work.&nbsp; &nbsp; Jim Tincher, CCXP, Heart of the Customer&nbsp; &nbsp;

Video Archive

Speakers.css-1f6omqm{margin:0;font-size:1.4rem;font-weight:500;line-height:1.5;color:#5d5d5d;font-family:'Poppins',sans-serif;margin-left:0.8rem;}43 Speakers

Matt Coyle

Sarah Chapman

Jessy Zita

Pam Piligian

Koley Corte

Violeta Furculita

Veronique Dorval

Thomas Pening

Milos Dunjic

Chris Turchansky

Dr. Fabiola Corvera-Stimeling

Katie Makstenieks

Marco Rodrigues

Lori Pon

Brian McEvoy

Andrei Cherny

Cosmin Uciu

Patrick Kehoe

Howard Tiersky

Tim Rea

Allison Landers

Sue MacDonald

Amisha Parikh

Maria Kalintsis

Sarah Salvatore

Alex Cressatti

David Hicks

Amy Radin

Tammi Shapiro

Adam Ginty

Ash Shabudin

Jim Tincher

Grace Misty

Rich Smith

Sumair Sayani

David Tax

Shawn Phillips

Nate Brown