Customer Experience Exchange BFSI 2019 - Miami | International Quality and Productivity Center | 14 October 2019 | InterContinental, 100 Chopin Plaza, Miami, FL 33131, USA

With the financial services sector undergoing major transformation over the past few years, it is increasingly difficult for companies to keep up with the demands of today's customers. Yet failing to meet these needs can result in disengaged customers and ultimately a loss of market share.

Banks and insurers alike are having to step up to the challenge posed by disruptive Fintechs offering a more agile, modern and customer-centric service to customers, particularly Generation Z.

Above all, the sector is undergoing a race to truly understand their customers by leveraging customer insight into something actionable whilst complying with increasing regulatory scrutiny and striving to meet ever-rising customer expectations.

This Customer Experience Exchange for Banking, Financial Services & Insurance (BFSI) is an outstanding opportunity for you to learn lessons from the most successful financial institutions in the field. In just two days out of the office you’ll save months and potentially years of strategy heartache. You'll hear from leaders from across North America talk about their winning strategies in Financial Services, Banking and Insurance.

2019 Speakers

Marbue Brown
Head of Customer Experience - Consumer Banking & Wealth Management, Chase

Kraleigh Woodford
Managing Director, Head of Digital Client Experience, Wealth Management, UBS

Jarrod Joplin
Senior Vice President, Experience Design, Bank of America

Farrell Hudzik
Senior Vice President, Enterprise Customer Engagement, Synchrony Financial

Sumit Dangi
SVP & CFO, Global Data and Analytics, HSBC

Jerry Gupta
Senior Vice President, Digital Catalyst, Swiss Re

Augie Ray
Vice President Analyst, Customer Experience, Gartner

Virgil Miller
Executive Vice President, Chief Operating Officer, Aflac U.S. and President, Aflac Group

Scott Lippert
Senior Vice President and Head of USAA Bank Shared Services, USAA

Jeff LeBlanc
Chief Operating Officer, Citizens Access

Robert Nelms
Global Head of Digital, Assurant

Lisa Gold Schier
Senior Vice President, Business Innovation & Endorsed Solutions, American Bankers Association

Ali Ebrahimi
Global Director of Customer Experience and Innovation, BBVA Compass

Lisa Weil Lisa Weil
Managing Director, Head of Digital Customer Experience, TIAA

Michelle Spellerberg
Vice President, Digital Strategy & Innovative Growth, Alliant Credit Union

David Goldberg
VP Data Analytics, Customer Office, Prudential Financial, Inc.

Karen Morgan
Chief Marketing Officer, Moven

Michael Hoffmann
VP, Innovation and Growth Strategy, BNY Mellon

Sean Mason
Vice President - Customer Experience and Value Streams, Western Union

Oliver Nono
Head of Customer Success, Zendesk

Andi Dominguez
Product Marketing Manager, Quadient

Kevin O'Dell Kevin O'Dell
CTO, Stratifyd

Lawrence Hodgson
Senior Strategic Business Consultant, Genesys

2019 Sponsors

• Moxie
• Cogito
• AmazeRealise
• Appian
• Atento
• CSG
• Extractable
• Genesys
• Messagepoint
• Quadient
• Qualtrics
• ServiceNow
• Stratifyd
• Syniverse
• Verint
• Zendesk