Name: 4th Annual Customer Experience for Financial Services Summit
Start: 19/09/2023 11:00 AM +00:00
End: 20/09/2023 09:30 PM +00:00

At Amdocs, we help banks realize digital strategies that connect experience, cloud, and internal transformation. Our team of financial services specialists brings our accountability-driven approach to banks. We empower banks to unite spectacular digital experiences with cloud at scale and continuous transformation. Our team listens and designs for the outcomes customers, internal teams, and regulators want.
 We map paths that take banks from strategy to deployment and sustainable returns, avoiding the so-so results that come with disconnected efforts. Perhaps most importantly, we share our culture of accountability, collaboration, and quality. Upskilled, internal teams embrace faster, more connected ways of working. They&rsquo;re liberated to innovate faster.
Ready? It&rsquo;s time to reshape banking with a new ally.&nbsp;

Amdocs

Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value&mdash;where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our leading-edge (XI) technology platform and years of expertise, we ensure businesses understand and own the moments that matter to transform experiences today that deliver the highest business value tomorrow. CX, EX, VoC, AI, TA, ML, NPL, Analytics, Insights and more.&nbsp;

InMoment

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&rsquo;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. &nbsp;
Whether dealing with simple correspondence, marketing materials or more complex documents, Messagepoint uniquely enables non-technical business users to efficiently create timely, relevant, compliant and highly-personalized customer-facing communications across print and digital channels.
Join Patrick Kehoe, EVP of Product Management at Messagepoint for his talk &ldquo;Generative AI, Digital-First &amp; 1:1 Personalization: The Key Ingredients to Optimizing Customer Servicing Communications&rdquo; at 10:30am on September 19th at CXS at the Hyatt Regency Toronto.
&nbsp;

Messagepoint

A strategic design agency based in Toronto and Shanghai. Guided by our Think Blink philosophy, we connect brands with consumers in the blink of an eye through emotionally impactful design. We&rsquo;re creating the future of consumer experiences and spearheading branch transformations using innovative approaches, leveraging strategic foresight, behavioral insights, and design thinking.

OpenText, The Information Company&trade;, powers and protects information to elevate every person and every organization to gain the information advantage. A leader in Information Management, OpenText offers a comprehensive portfolio across content, business network, digital experience, security, application modernization, operations management and developer APIs. For more information about OpenText (NASDAQ/TSX: OTEX), visit www.opentext.com.

OpenText

Glassbox empowers organizations to create frictionless digital journeys for their customers. Our Digital Experience Intelligence platform works in real time across mobile apps and websites to accelerate loyalty and growth. Through AI-driven visualization and analytics tools, Glassbox helps teams to prioritize customer experience and digital product enhancements from a single collaborative system. Teams across the organization, from IT and product management to marketing and compliance, can understand user struggles, visualize the customer journey and optimize every step. Hundreds of enterprises across multiple industries choose Glassbox for easy, secure and private cloud-based deployments.
&nbsp;

Glassbox

MSR is an innovative market research firm dedicated to helping our clients collect data that they can act on to make their customer service truly exceptional. We&rsquo;re revolutionizing CX measurement with AI technology that analyzes in-person sales and service using conversational analytics, allowing our clients to collect actionable insights from every channel.&nbsp;

The MSR Group

QuickFi&reg; is a digital secured B2B lending platform serving banks and original equipment manufacturers (OEMs) to provide private-labeled business equipment financing at the point of sale. The self-service, 100% digital QuickFi platform costs one-third the cost of operating the legacy equipment finance business model while providing a nearly instant borrower self-service experience. QuickFi reduces costs, shortens equipment sale cycle times, and improves borrower satisfaction.

QuickFi by Innovation Finance

Riva is an Edmonton-based purpose-driven software company with a global footprint. Our solutions enable 360-degree view of customer data to improve the customer experience and employees&rsquo; workday with better communications and meeting tools. We create seamless data flows between applications like email, calendar, contacts, tasks, meetings and CRM &ndash; synchronizing relationship data and eliminating the need for task switching, application toggling, and data entry duplication across platforms.
Our clients include the world&rsquo;s largest banks, leading hedge funds, and hundreds of global companies who have high value clients and high standards for customer experience, workflow interoperability along with data security and privacy. We&rsquo;re forward-thinking in our solutions, confident in our ability to meet new challenges, and trusted by our clients to meet their needs.
&nbsp;
OUR ROI: At Riva, we&rsquo;ve spent decades building an impressive list of clients who rave about our Revenue Data Operations platform&rsquo;s positive impact on their people, processes, data, and customers.&nbsp;
That is why we commissioned Forrester Consulting to do a Total Economic Impact&trade; (TEI) study for Riva: to tell the story of our biggest clients.
Using data from those interviews, the Forrester team applied a financial model to a composite enterprise and concluded that an investment in Riva:
&rarr; Produced a 352% Return on Investment (ROI) &rarr; Enabled the company to generate an incremental profit increase of $3.4M in sales over three years &rarr; Resulted in a payback period of less than 6 months
 WHAT WE DO: Revenue Data Solutions &ndash; The Missing Piece in Your Stack
&rarr; Connected Platforms: Unlike native connectors, Riva is designed for customer data capture, modeling, and delivery across the growing number of applications in both the Revenue Stack and the Communications Stack &ndash; making data more agile.
&rarr; Deliver Revenue Intelligence: Riva&rsquo;s data model brings structure to the unique qualities of customer data. It separates signal from noise and protects against gaps in the relationship-increasing trust in customer data.
&rarr; Workflow Governance: Define where your data goes, how it is used, and who can see it. Operate on a platform built for&mdash; and trusted by hundreds of global banks. Address key objectives, including data quality, privacy, and handling of Material Non-Public Information (MNPI).
Your Solution to Customer Data Operations Challenges
With more than 650 active deployments across the globe, versatility, and flexibility are in our DNA. Over the past twelve years, we&rsquo;ve developed a suite of solutions to solve the problems common to our customers. Don&rsquo;t see a perfect match? Contact us. We&rsquo;ll be honored to help you find the perfect fit.

Riva

Reward, congratulate and appreciate with the gift that works for everyone.
With Oxford Properties gifting platform BravoPLUS, you can purchase gifts for your employees and clients that allow your recipient to choose from a curated list of retailers and services.
BravoPLUS offers over 75 premium brands of gift cards to choose from including: Airbnb, Uber, Cineplex, and world class shopping centres such as Yorkdale &amp; Square One.
These digital gift cards are perfect for:&nbsp;
<ul>
<li>Holiday Gifts</li>
<li>Corporate Event Giveaways</li>
<li>Virtual Meetings</li>
<li>Industry Conference Door Prizes</li>
<li>Silent Auction Prizes&nbsp;</li>
</ul>
If you&rsquo;re not sure which gift card suits everyone on your list, gift them the Rewards Choice Card and let the recipient choose the gift card that excites them.
Sign up today at bravo-plus.ca or visit the Oxford Properties booth for more information

BravoPLUS

7:30 AM NETWORKING BREAKFAST: BUILD COMMUNITY CONTACTS&nbsp;
Start your day off right and connect with CX financial leaders. &nbsp; Get to know your industry peers and colleagues over a delicious breakfast. &nbsp; Source practical tips, discuss best practices and prepare for the day ahead.&nbsp; &nbsp;
8:20 AM OPENING COMMENTS FROM YOUR HOST&nbsp;
Gain insight into today&rsquo;s sessions so you can get the most out of your conference experience. &nbsp;
Matt Everson, SVP, Digital Services, SDImktg&nbsp;
&nbsp;
8:30 AM EXCLUSIVE CX SESSION: THE IMPACT OF MODERN CX MEET EVOLVING CUSTOMER DEMANDS IN THE FINANCIAL INDUSTRY &nbsp;
Dina Beaucage, Marketing &amp; CX leader, CWB equipment division&nbsp;
Moderator: Anita Ghosh, CEO, Bridjr&nbsp;
&nbsp;
9:00 AM FIRESIDE: THE CONVERGENCE OF CUSTOMER COMMUNICATIONS &nbsp;
ENHANCE CUSTOMER EXPERIENCES THROUGH IMPROVED COMMUNICATIONS IN 2024 AND BEYOND&nbsp;
Jill Sammons,&nbsp;SVP, Marketing, Baxter Credit Union
Moderator: Sean Albertson, CX Executive, CX4ROCKS&nbsp;
&nbsp;
09:30 AM ROUNDTABLES: DISCOVER THOUGHT-PROVOKING IDEAS Take a deep dive down the innovation rabbit hole in one of our roundtable discussions. Share common challenges and best practices with your CX financial peers on a topic of your choosing! 
10:00 AM EXHIBITOR LOUNGE: VISIT BOOTHS &amp; SOURCE EXPERTISE&nbsp;
Explore the latest customer experience technology and strategies with our leading sponsors.&nbsp; Share your challenges with the biggest innovators in the business. &nbsp; Schedule one-to-one private meetings for personalized advice.&nbsp; &nbsp;
TRACK 1: CX ANALYTICS PROGRAM&nbsp;
10:30 AM CASE STUDY: TRANSFORMING CUSTOMER JOURNEY&nbsp;
HOW TO SHAPE AN ANALYTICS PROGRAM&nbsp;
Sean Albertson, CX Executive, CX4ROCKS&nbsp;
&nbsp;
11:00 AM PANEL: EFFECTIVE CUSTOMER LIFECYCLE JOURNEY&nbsp;
HOW TO SUCCESSFULLY APPLY AN ESSENTIAL PLAN FOR SUCCESSFUL CUSTOMER GROWTH &nbsp;
Sandip Chaudhry, Head International Banking &amp; Customer Growth, HSBC&nbsp;
Laura Scheck, VP Credit Cards, Scotiabank&nbsp;
Moderator: Sean Albertson, CX Executive, CX4ROCKS&nbsp;
&nbsp;
11:30 AM INDUSTRY EXPERT: BRANCH FOCUSED CX&nbsp;
HOW BRANCH-FOCUSED CUSTOMER EXPERIENCES CAN INCREASE ADVICE-DRIVEN SERVICES &nbsp;
Jean-Pierre Lacroix, President, Founder, Shikatani Lacroix Design&nbsp;
&nbsp;
12:00 PM NETWORKING LUNCH: DELVE INTO CX CONVERSATIONS&nbsp;
Meet interesting speakers and pick their brains on the latest issues in CX for financial services.&nbsp; Expand your network and make connections that last beyond the conference. &nbsp; Enjoy great food and service while engaging with your customer experience colleagues.&nbsp; &nbsp;
1:00 PM EXHIBITOR LOUNGE: VISIT BOOTHS &amp; WIN PRIZES &nbsp;
Browse through different sponsor booths and test drive new technology.&nbsp; Enter your name for a chance to win exciting prizes. &nbsp;&nbsp; Take advantage of event-specific offers and special content.&nbsp; &nbsp;
1:30 PM AFTERNOON KEYNOTE: MASTERING BANKING CX BY ELEVATING THE HX:&nbsp;
MAXIMIZE ROI BY SHATTERING BARRIERS TO CX TRANSFORMATION
Bernie Borgeson, AVP, Client Experience, Canadian Western Bank&nbsp;
Moderator: Anita Ghosh, CEO, Bridjr&nbsp;
&nbsp;
2:00 PM PANEL: SERVICE DESIGN &nbsp;
IMPROVE CUSTOMER EXPERIENCE AND CREATE A FRICTIONLESS EXPERIENCE&nbsp;
Lizzie Pine, Executive Director, Head of CB Commercial Card Products, JP Morgan Chase &amp; Co&nbsp;
Matt Coyle, Chief Customer Experience Officer, Purpose Unlimited&nbsp;
Nate Gibbons, Chief Experience Officer, QuickFi&nbsp;
Moderator: Sean Albertson, CX Executive, CX4ROCKS&nbsp;
&nbsp;
2:30 PM FIRESIDE CHAT: CX PARTNERSHIPS FOR LONG-TERM BENEFITS&nbsp;
REACH CUSTOMERS THROUGH PARTNERSHIPS TO INCREASE BRAND EXPOSURE&nbsp;
Paul Douglas, VP, Corporate Partnerships and National Development, Desjardins &nbsp;
Moderator: Sean Albertson, CX Executive, CX4ROCKS&nbsp;
&nbsp;
3:00 PM EXHIBITOR LOUNGE: ATTEND VENDOR DEMOS &amp; CONSULT CX EXPERTS&nbsp;
Enjoy exclusive sponsor demos and experience the next level of customer experience innovation firsthand.&nbsp; Meet one-on-one with leading solution providers to discuss organizational hurdles.&nbsp; Brainstorm solutions and gain new perspectives and ideas.&nbsp; &nbsp; 
TRACK 1:
3:30 PM INDUSTRY EXPERT: TOTAL EXPERIENCE (TX) IN CX&nbsp;
WHY IT&rsquo;S IMPERATIVE TO DELIVER THE TOTAL EXPERIENCE IN FINANCIAL SERVICES&nbsp;
Monica Hovsepian, Financial Services Lead, OpenText&nbsp;
&nbsp;
4:00 PM CLOSING KEYNOTE: CRAFT ROBUST CYBER SECURITY MEASURES&nbsp;
HOW TO PROTECT SENSITIVE DATA AND ADHERE TO INDUSTRY REGULATIONS&nbsp;
Parul Khanna, VP, Cyber Security, BNP Paribas&nbsp;
&nbsp;
4:30 PM CLOSING COMMENTS FROM YOUR HOST&nbsp;
Review key insights and takeaways from the conference. Source a summary of action points to implement in your work.&nbsp;
Matt Everson, SVP, Digital Services, SDImktg&nbsp;
&nbsp;
TRACK 2: CX AUTOMATION&nbsp; 10:30 AM FIRESIDE: AUTOMATE CX BEYOND THE ENGAGEMENT LAYER&nbsp; HOW EMPLOYEE SATISFACTION HELPS DRIVE HAPPY CUSTOMERS &nbsp; Elisa Pennate, Gift Card Specialist, Prepaid &amp; Guest Service Partnerships, Oxford Properties Group&nbsp;
Moderator: Matt Everson, SVP, Digital Services, SDImktg&nbsp;
&nbsp;
TRACK 2: JOURNEY MAPS&nbsp;
3:30 PM FIRESIDE CHAT: CUSTOMER JOURNEY MAPPING&nbsp;
MAP THE CUSTOMER JOURNEY FOR AN IMPROVED CUSTOMER EXPERIENCE&nbsp;
Kathleen Kresky, Vice President Operations, Gore Mutual Insurance&nbsp;
Moderator: Laura Richard, Principal, Level5 Strategy&nbsp;

Elizabeth Walford

Jill Sammons

Sean Albertson

Sandip K Chaudhary

Sue MacDonald

Jean-Pierre Lacroix

Lizzie Pine

Matt Coyle

Nate Gibbons

Paul Douglas

Parul Khanna

Anita Ghosh

Bernie Borgeson

Dina Beaucage

Matt Everson

Monica Hovsepian

Laura Scheck

4th Annual Customer Experience for Financial Services Summit Canada

8:20 AM OPENING COMMENTS FROM YOUR HOST&nbsp;
Gain insight into today&rsquo;s sessions so you can get the most out of your conference experience. &nbsp;
Matt Everson, SVP, Digital Services, SDImktg&nbsp;

OPENING COMMENTS FROM YOUR HOST 

8:30 AM EXCLUSIVE CX SESSION: THE IMPACT OF MODERN CX&nbsp; MEET EVOLVING CUSTOMER DEMANDS IN THE FINANCIAL INDUSTRY &nbsp;
Dina Beaucage, Marketing &amp; CX leader, CWB equipment division&nbsp;
Moderator: Anita Ghosh, CEO, Bridjr&nbsp;

EXCLUSIVE CX SESSION: THE IMPACT OF MODERN CX

9:00 AM FIRESIDE: THE CONVERGENCE OF CUSTOMER COMMUNICATIONS &nbsp;
ENHANCE CUSTOMER EXPERIENCES THROUGH IMPROVED COMMUNICATIONS IN 2024 AND BEYOND&nbsp;
Jill Sammons, SVP, Marketing, Baxter Credit Union
Moderator: Sean Albertson, CX Executive, CX4ROCKS&nbsp;

FIRESIDE: THE CONVERGENCE OF CUSTOMER COMMUNICATIONS  

TRACK 1: CX ANALYTICS PROGRAM&nbsp;
10:30 AM CASE STUDY: TRANSFORMING CUSTOMER JOURNEY&nbsp;
HOW TO SHAPE AN ANALYTICS PROGRAM&nbsp;
Sean Albertson, CX Executive, CX4ROCKS&nbsp;

TRACK 1: CASE STUDY: TRANSFORMING CUSTOMER JOURNEY 

TRACK 2: CX AUTOMATION&nbsp; 10:30 AM FIRESIDE: AUTOMATE CX BEYOND THE ENGAGEMENT LAYER&nbsp; HOW EMPLOYEE SATISFACTION HELPS DRIVE HAPPY CUSTOMERS &nbsp; Elisa Pennate, Gift Card Specialist, Prepaid &amp; Guest Service Partnerships, Oxford Properties Group&nbsp;
Moderator: Matt Everson, SVP, Digital Services, SDImktg&nbsp;

Elisa Pennate

 TRACK 2: FIRESIDE: AUTOMATE CX BEYOND THE ENGAGEMENT LAYER  

11:00 AM PANEL: EFFECTIVE CUSTOMER LIFECYCLE JOURNEY&nbsp;
HOW TO SUCCESSFULLY APPLY AN ESSENTIAL PLAN FOR SUCCESSFUL CUSTOMER GROWTH &nbsp;
Sandip Chaudhry, Head International Banking &amp; Customer Growth, HSBC&nbsp;
Laura Scheck, VP Credit Cards, Scotiabank&nbsp;
Moderator: Sean Albertson, CX Executive, CX4ROCKS&nbsp;

PANEL: EFFECTIVE CUSTOMER LIFECYCLE JOURNEY 

11:30 AM INDUSTRY EXPERT: BRANCH FOCUSED CX&nbsp;
HOW BRANCH-FOCUSED CUSTOMER EXPERIENCES CAN INCREASE ADVICE-DRIVEN SERVICES &nbsp;
Jean-Pierre Lacroix, President, Founder, Shikatani Lacroix Design&nbsp;

INDUSTRY EXPERT: BRANCH FOCUSED CX 

1:30 PM AFTERNOON KEYNOTE: MASTERING BANKING CX BY ELEVATING THE HX:&nbsp;
MAXIMIZE ROI BY SHATTERING BARRIERS TO CX TRANSFORMATION
Bernie Borgeson, AVP, Client Experience, Canadian Western Bank&nbsp;
Moderator: Anita Ghosh, CEO, Bridjr

AFTERNOON KEYNOTE: MASTERING BANKING CX BY ELEVATING THE HX

2:00 PM PANEL: SERVICE DESIGN &nbsp;
IMPROVE CUSTOMER EXPERIENCE AND CREATE A FRICTIONLESS EXPERIENCE&nbsp;
Lizzie Pine, Executive Director, Head of CB Commercial Card Products, JP Morgan Chase &amp; Co&nbsp;
Matt Coyle, Chief Customer Experience Officer, Purpose Unlimited&nbsp;
Nate Gibbons, Chief Experience Officer, QuickFi&nbsp;
Moderator: Sean Albertson, CX Executive, CX4ROCKS&nbsp;

PANEL: SERVICE DESIGN

2:30 PM FIRESIDE CHAT: CX PARTNERSHIPS FOR LONG-TERM BENEFITS&nbsp;
REACH CUSTOMERS THROUGH PARTNERSHIPS TO INCREASE BRAND EXPOSURE&nbsp;
Paul Douglas, VP, Corporate Partnerships and National Development, Desjardins &nbsp;
Moderator: Sean Albertson, CX Executive, CX4ROCKS&nbsp;
&nbsp;

FIRESIDE CHAT: CX PARTNERSHIPS FOR LONG-TERM BENEFITS

TRACK 1:
3:30 PM INDUSTRY EXPERT: TOTAL EXPERIENCE (TX) IN CX&nbsp;
WHY IT&rsquo;S IMPERATIVE TO DELIVER THE TOTAL EXPERIENCE IN FINANCIAL SERVICES&nbsp;
Monica Hovsepian, Financial Services Lead, OpenText&nbsp;

TRACK 1: INDUSTRY EXPERT: TOTAL EXPERIENCE (TX) IN CX 

TRACK 2: JOURNEY MAPS&nbsp;
3:30 PM FIRESIDE CHAT: CUSTOMER JOURNEY MAPPING&nbsp;
MAP THE CUSTOMER JOURNEY FOR AN IMPROVED CUSTOMER EXPERIENCE&nbsp;
Kathleen Kresky, Vice President Operations, Gore Mutual Insurance&nbsp;
Moderator: Laura Richard, Principal, Level5 Strategy&nbsp;

Kathleen Kresky

Laura Richard

TRACK 2: FIRESIDE CHAT: CUSTOMER JOURNEY MAPPING 

4:30 PM CLOSING COMMENTS FROM YOUR HOST&nbsp;
Review key insights and takeaways from the conference. Source a summary of action points to implement in your work.&nbsp;
Matt Everson, SVP, Digital Services, SDImktg&nbsp;

Agenda

Speakers.css-2zwi6c{margin:0;font-size:1.4rem;font-weight:500;line-height:1.5;color:#494949;font-family:'Poppins',sans-serif;margin-left:0.8rem;}49 Speakers

Patrick Kehoe

Sumit Parab

Warren Collier

Lizzie Pine

Jill Perlberg

Sandip K Chaudhary

Bekim Merdita

Matt Coyle

Carlo Venditti

Jill Sammons

Akkhil P Augustine

Satish Behara

Paul Douglas

Julia Cook

Matthew Beckman

Swati Suyal

Davyd Edwards

Mahesh Bharariya

Ian Cummings

Don Beck

Zur Yahalom

Vipul Lalka

Lola DeMoon

Jean-Pierre Lacroix

Nate Gibbons

Shibani Ahuja

Bernie Borgeson

Radi Hindawi

Sean Albertson

Sue MacDonald

Anita Ghosh

Kristi Lewis

Parul Khanna

Kirsten Sonius

Phuong Dang

Sukhmani Dev