DAY 1 | Wednesday, May 14
All times listed in CDT
Group
9:00 am - 9:30 am
CDT
Check-In Opens & Coffee
9:30 am - 10:00 am
CDT
Exchange Orientation & Icebreaker
10:00 am - 10:30 am
CDT
CMP Research Signature Study | AI for CX: Presenting CMP Research Prism for Customer Analytics
Companies are looking to better understand their customers so can serve them more proactively. That's one reason why 68% of companies are increasing investments in customer analytics tools. AI is expanding what analytics tools can do and better UX, ease of use, upgraded visualizations and more are helping analytics and Voice of Customer teams move beyond reactive data, like post-contact surveys. How should you differentiate customer analytics providers and what do marketplace trends suggest about this technology category? Learn more from CMP Research as it unveils its latest Prism for Customer Analytics Tools.
10:30 am - 11:00 am
CDT
KEYNOTE | Design as Provocation: Beyond Pixel Pushing to Innovative Product Strategy
Nick Birkby -
Vice President, UX Research,
JP Morgan Chase & Co.
What if experience design was not merely about delivering solutions we pre-conceive as the best, but about provoking new possibilities? Design is often viewed as a step to refine existing ideas rather than questioning and experimenting with their underlying concepts. This session examines how design can catalyze innovation by challenging business assumptions, uncovering customer insights, and advancing product strategy. Through bold experimentation and consistent collaboration, learn how to transform design from a function of execution into a driver of smarter and more impactful product development.
11:00 am - 11:30 am
CDT
WOMEN IN FINANCE PANEL | Bridge Digital Innovation and Human-Centered Design
Dr. Erlin Kakkanad -
Director, OPEX, Business Strategy, Transformation,
Principal Financial
Tracy Ann Shaw - Head of Content & Client Engagement Strategy, Equitable
Women in leadership are at the forefront of transforming finance, blending digital innovation with human-centered experience strategies. This panel brings together influential women to learn how they're paving the way for a more inclusive, innovative, and resilient financial services ecosystem. Explore how they are leveraging emerging technologies, fostering inclusivity, and crafting agile, customer-centric strategies.
Panelists will share their experiences in driving digital transformation, leading change, and creating organizational cultures that prioritize inclusivity and adaptability. We'll explore how to balance innovation with employee engagement and deliver both exceptional customer and employee experiences in an ever-evolving financial landscape.
Key Discussion Points:
-Digital Transformation: Spearheading the adoption of emerging technologies to redefine financial services.
-Customer & Employee Experience: Crafting strategies that balance CX and EX for long-term success.
-Inclusivity in Leadership: How diverse leadership is driving innovation and progress within the financial sector.
-Agility in the Face of Change: Navigating shifting customer expectations, evolving employee needs, and compliance challenges.
12:00 pm - 1:00 pm
CDT
Welcome Meet & Greet Lunch
1:30 pm - 3:00 pm
CDT
Business Meetings
2:30 pm - 2:45 pm
CDT
Comfort Break
Breakout
Masterclass A
2:45 pm - 3:15 pm Next-Gen Security for Digital Interactions: Innovations in Authentication & BiometricsAs the vast majority of payments and secure communications are based online, ensuring customer trust and security is mission critical. This masterclass dives into the latest innovations in authentication, biometric technology, and fraud prevention. From biometric authentication and multi-factor security protocols to advanced fraud detection powered by AI, explore how these technologies enhance customer trust and minimize friction. Dig into real-world examples, implementation strategies, and insights into balancing robust security measures with user-friendly experiences that keep customers protected and engaged.
Masterclass B
2:45 pm - 3:15 pm Unlocking & Leveraging Market Research & Competitor IntelligenceIn a market that is saturated across most industries, market research and competitor intelligence insights are powerful resources to stay ahead of the curve. Learn how to effectively harness these tools to and resources to uncover opportunities for differentiation, fine-tune CX strategies, and make data-driven decisions that align with customer expectations and market dynamics. From real-time analytics to predictive modeling, this session will provide actionable strategies for leveraging market and competitor intelligence to innovate and refine customer experiences.
3:15 pm - 3:45 pm
CDT
Networking Break
Think Tanks
Think Tank A
3:45 pm - 4:30 pm Bridging VoE & VoC to Drive Impactful CX Innovations Sara Monnette - Vice President Customer Experience, ToscaOptimizing the customer journey through data-driven decisions is essential to delivering better experiences. By continuously measuring outcomes and adjusting toward an ideal state, organizations can improve CX in real time. When paired with the employee journey, this approach becomes even more powerful—frontline insights from Voice of the Employee (VoE) help shape smarter, more responsive strategies. In this session, we’ll explore how to align VoC and VoE to enhance the customer journey in both B2B and B2C environments, using real-world examples to show how integrated insights lead to stronger relationships and better outcomes.
Think Tank B
3:45 pm - 4:30 pm Navigating Multigenerational Consumer ExpectationsToday’s consumer base is more diverse than ever, spanning multiple generations, socioeconomic backgrounds, languages, cultures, and more. We'll explore challenges and best practices for creating inclusive customer experiences that resonate across this broad spectrum. Leaders will share real-world examples of how they’ve addressed language barriers, financial accessibility, and cultural relevance, while fostering personalized experiences. Come to explore and uncover strategies to craft experiences that meet the needs of all customers, ensuring inclusivity and engagement.
4:30 pm - 5:30 pm
CDT
Business Meetings
Unwin'ed Think Tanks
Think Tank A
5:30 pm - 6:15 pm Journey Mapping: Charting the Course for Better CXExplore how customer journey mapping can identify pain points, pinpoint improvement opportunities, and create seamless, proactive, and delightful experiences. Leaders will share strategies, tools, and tips for effective mapping to enhance the customer journey and drive continuous improvement.
Key Topics:
- Uncover and Optimize: Identify pain points and optimize the journey.
- Tools & Techniques: Discover the best tools and methods for journey mapping.
- Staying Agile: Keep your journey mapping dynamic and evolving.
Think Tank B
3:45 pm - 4:30 pm Building Brands That Last: Reputation & Strategy Lee Kemp - Vice President, Customer Experience, VeritivDive into the essential elements of brand reputation management and strategy. As public perception becomes more critical than ever, leaders will share insights on how to protect, maintain, and grow a brand’s reputation in a fast-evolving landscape. From handling crises to building a strong, authentic brand identity, this session will explore strategies for aligning brand messaging with customer expectations and fostering long-term loyalty.
Key Topics:
- Reputation in Real Time: Learn how to monitor and manage brand reputation effectively.
- Crisis Management: Explore strategies for navigating brand crises and maintaining trust.
- Building Brand Loyalty: Discover ways to align your brand strategy with customer expectations for lasting loyalty.
- Authenticity Matters: Understand how to cultivate an authentic brand identity that resonates with your audience.
