April 23-25, 2025
The Westin at Kansas City Crown Center | Kansas City, MO
Day 3 | April 25
8:15 am - 8:25 am
CCWomen Breakfast | Redefining Confidence: Empowering Women to Lead Authentically in Finance
Sandy Ko Fonesca -
Founder & Principal,
CCWomen
Tanika Scott - Vice President, Lead Business Execution- Commercial Banking, Wells Fargo
Cheryl China - SVP, Director Mass Market Servicing, Citizens Bank
Jaime Gantz - Sr. Manager, Process Management, Capital One
In an industry traditionally dominated by men, the path to leadership for women in finance requires both resilience and authenticity. In this inspiring session, this group of confident women share their personal journeys of overcoming imposter syndrome and embracing their identities as confident, capable leaders. Through stories of navigating high-performance sales environments, building supportive networks, and shifting hiring strategies, they will highlight the power of self-belief and the importance of creating inclusive spaces where women can thrive. Attendees will leave with practical insights and renewed motivation to lead with purpose, advocate for themselves and others, and step boldly into roles they are more than qualified to own.
Jaime Gantz
Sr. Manager, Process ManagementCapital One
8:10 am - 8:15 am
Chairperson's Opening Remarks
8:15 am - 8:45 am
CCWomen Panel
TBA
9:00 am - 9:30 am
EXPERT INSIGHTS | Smart Branches, Seamless Experiences: AI, Automation, and the Next Gen Branch
Seun Aiyese -
President, Head of Retail Banking,
Southern Bancorp
As customer expectations evolve and digital banking expands, the role of the physical branch is shifting. This session will explore how AI, automation, and self-service innovations are redefining branch experiences. With first-hand insights from leading transformation initiatives, this discussion will cover how financial institutions can create seamless, efficient, and personalized branch interactions while optimizing operational costs.
Key Discussion Points:
Branch Transformation Through AI & Automation – A deep dive into how banks are integrating AI-powered self-service solutions, such as Enhanced Self-Service ATMs (ESS ATMs), to replicate teller functions and improve efficiency.
Bridging Digital & Human Touchpoints – How video banking and AI-driven customer engagement tools enhance in-branch experiences while ensuring human support remains accessible.
Lessons from Large-Scale Rollouts – Insights from past deployments, including key successes, challenges, and what to anticipate in the next wave of branch evolution.
Employee Experience & Skill Evolution – The role of workforce transformation in branch modernization and how to equip employees with the right tools and skills for the future.
9:30 am - 10:00 am
KEYNOTE | The Customer Experience Chain: Stronger Training, Smarter Leadership, Better Results
Andrea Jackson -
Vice President, Experience and Design,
M&T Bank
In today’s fast-evolving landscape, a well-trained workforce isn’t just a nice-to-have—it’s essential for delivering exceptional customer experiences. But too often, frontline employees aren’t equipped with the right training, and senior leaders lack the insights needed to take meaningful action. This session explores how organizations can bridge the gap, ensuring employees are prepared to meet customer needs while leadership has the visibility to drive strategic improvements.
We’ll break down:
-The key training gaps that impact customer experience and how to close them
-How to ensure leadership has real-time, actionable insights to make informed decisions
-Practical strategies to embed continuous learning and customer-centric decision-making across all levels
By the end of this session, you’ll walk away with a blueprint for aligning employee readiness with executive strategy—so every touchpoint in the customer journey is seamless, efficient, and impactful.
10:00 am - 11:00 am
Business Meetings
11:00 am - 11:15 am
Gateway Grind: One Last Cup & Connection
11:15 am - 12:00 pm
CCW DIGITAL SPECIAL REPORT | CX Trends, Challenges, & Opportunities
Brian Cantor -
Managing Director, Digital,
Customer Management Practice
Talk about cultivating a culture of customer centricity continues to prove hollow. The majority of consumers feel that experiences actually regressed over the past year, delivering a harsh truth to businesses of all industries. The real kicker? AI technology, which many have been trumpeting as a saving grace, is exacerbating the situation. What will it take to reverse this regression? What will it take to harness AI in a more productive, customer-centric way? What will it take to empower agents to deliver personalized, productive, loyalty-building service? What will it take to build a brand for which customers eagerly advocate? The answers are in this market study.Instead of guessing about the answers, CCW Digital went right to the source – and surveyed actual customers about what they want from chatbots, digital experiences, agent interactions, and in-store shopping trips.
