Exceptional customer experiences start from within. As financial institutions compete on service differentiation, the link between employee engagement and CX success has never been more evident. Yet, high attrition, technology frustrations, and disconnected workflows continue to undermine frontline effectiveness.

This session explores how top BFSI organizations are redefining employee experience (EX) as a strategic imperative, implementing AI and automation to reduce agent strain, and fostering a workplace culture that enhances both customer satisfaction and operational performance. Discover how data-driven EX initiatives are driving higher retention, reduced costs, and improved customer engagement at leading institutions.

Audrey Stone

EX Lead
JP Morgan Chase & Co.

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Financial inclusion isn’t just a social responsibility—it’s a business imperative. As financial institutions expand their digital transformation efforts, ensuring equitable access to banking services and personalized customer support has never been more critical.

In this dynamic panel discussion, industry leaders will explore:

• The Role of Financial Institutions in Closing the Inclusion Gap – How banks and financial service providers can better serve unbanked and underbanked populations.
• Leveraging the "Voice of the Employee" for Inclusive CX – Tapping into frontline insights to create more personalized, community-driven experiences.
• Building Trust in Underserved Communities – Overcoming historical barriers through education, representation, and tailored financial products.
• The Business Impact of Inclusive Banking – How prioritizing financial inclusion can drive customer loyalty, retention, and long-term growth.

Mary Rose Bufalino

Head, Customer Loyalty, Canadian Personal & Business Banking
BMO Financial Group

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Tanika Scott

Vice President, Lead Business Execution- Commercial Banking
Wells Fargo

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Laksh Vaswani

SVP, Global Head of Trust and Operations
Mufg

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In today’s volatile regulatory landscape, unprecedented shifts in government policy are testing the resilience of contact centers worldwide. Operational excellence alone no longer guarantees survival—organizations must cultivate antifragility, turning uncertainty and regulatory unpredictability into strategic advantages.

Join risk strategist Steve Messerly and contact center veteran Mariano Tan as they unpack six critical political and compliance trends reshaping the industry. Discover how industry leaders are leveraging AI-powered analytics platforms like Prosodica to proactively detect subtle risks, optimize agent performance, and harness volatility to strengthen their operations.

You’ll leave equipped with actionable insights to transform regulatory unpredictability into opportunities, making your organization stronger, more agile, and prepared for whatever comes next.

AI is revolutionizing customer service in financial services, but the industry faces a critical challenge—striking the right balance between automation, compliance, security, and the human element. This session will explore how AI and automation are transforming traditional contact centers into smarter, agile hubs of efficiency and customer engagement.

Panelists will delve into the critical role of process understanding in uncovering digital transformation initiatives—from optimizing workflows and ensuring compliance to addressing technology adoption challenges, as well as discuss how these insights pave the way for the successful integration of Agentic AI in customer service functions. This powerhouse panel of industry leaders will explore:

• The Next Evolution of AI in BFSI – how AI-driven automation combined with deep process intelligence transforms traditional contact centers, enhancing efficiency, customer satisfaction, and regulatory compliance.

• Real world Impacts- Discuss real-world examples of how process understanding uncovers digital transformation opportunities, streamlines operations, and addresses technology adoption challenges.

• Strategic Adoption and Deployment- Delve into the strategic adoption of Agentic AI in customer service and its synergy with process intelligence to drive measurable business impact and future-proof contact center operations.

• AI as a Competitive Advantage – Real-world examples of how banks, insurers, and credit unions are deploying AI-driven strategies to accelerate customer experience transformation while safeguarding trust and long-term loyalty.

Amy Welsh

Sr. Director of Consumer Banking Solutions
Discover Financial

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Harrison Gillis

Director, Enterprise Growth
SkanAI

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Saket Kumar

Vice President, Consumer Analytics
Citi

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In today’s digital-first world, commercial banking customers expect seamless, secure, and personalized interactions on their terms. PNC is leading the way by leveraging messaging and digital channels to meet customers where they are—while maintaining the highest standards of security, compliance, and human connection. With strong CSAT and NPS scores, PNC’s approach is driving deeper customer relationships and long-term loyalty. Join Jason Plotner, Sr Vice President Digital Channels Product Management at PNC, and Nirali Amin, SVP of Industry and Solutions at LivePerson, as they explore how PNC is redefining digital engagement to enhance customer satisfaction, improve efficiency, and sustain business growth.

Financial inclusion isn’t just a social responsibility—it’s a business imperative. As financial institutions expand their digital transformation efforts, ensuring equitable access to banking services and personalized customer support has never been more critical.

In this dynamic panel discussion, industry leaders will explore:

- The Role of Financial Institutions in Closing the Inclusion Gap – How banks and financial service providers can better serve unbanked and underbanked populations.

- Leveraging the "Voice of the Employee" for Inclusive CX – Tapping into frontline insights to create more personalized, community-driven experiences.

- Building Trust in Underserved Communities – Overcoming historical barriers through education, representation, and tailored financial products.

- The Business Impact of Inclusive Banking – How prioritizing financial inclusion can drive customer loyalty, retention, and long-term growth.