April 23-25, 2025
The Westin at Kansas City Crown Center | Kansas City, MO
Serving customers for more than 15 years in the financial industry (insurance and banking), wanting to make the bigger difference. Discovered Customer Experience in 2016. Certified as a Customer Experience Specialist from CX University and CCXP from CXPA.org. Joining JP Morgan Chase in 2019 as an employee researcher for tech, developed into her current role of EX Transformation & Enablement conducting workshops for executives regarding the mind shift of outside-in instead of inside-out. Speaking with the upcoming generations in primary school, she shares her passion and knowledge with kids who are thinking about what they might want to do when they grow up. She has been a guest speaker on several podcasts including those with Nick Glimsdahl “Press 1 for Nick”, and Ryan Lester “CXNext Live”. Her goal is to make all things “EXPERIENCE” a passion for everyone as much as it is hers.
Day 1 | April 23
11:30 AM EXPERT INSIGHTS | The EX Factor: Unlock CX Success Through Employee Experience
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.
Check out the incredible speaker line-up to see who will be joining Audrey.
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