AGENDA

Gain insight into today’s sessions so you can get the most out of your conference experience.

Align distribution strategies with business objectives and leverage measurement platforms for actionable insights to integrate content promotion, distribution, and performance measurement across owned, operated, and paid channels. Master the success factors to:

• Build a centralized content performance function to support integrated content promotion.
• Develop data-driven distribution strategies that align with business goals, audience needs, and content formats.
• Scale content reach through owned, operated, and paid channels to increase audience engagement.

Improve your distribution strategies, enhancing content promotion and leveraging data-driven insights to achieve growth and brand favourability.

Supercharge your customer conversations beyond words. Allow your contact centre agents to visually engage your customers with documents, contracts, terms and conditions, and statements, at the same time. Adopt best practices to:

• Identify key use cases in financial services where visual-enabled customer interactions can lead to higher ROI, lower average handle time (AHT), and increased first contact resolution (FCR).
• Integrate cutting-edge CX innovations for regulated industries and address the most common pain points amongst contact centres in financial services.
• Turbocharge the contact centre agent toolset and reduce churn and attrition, increase revenue per customer, and boost your NPS.

Advance customer conversations to the next level by empowering your agents for seamless, real-time engagement.

Centralize your operations across all product lines and leverage new investments in operations technology to deliver superior customer experiences and value. Establish a strong competitive advantage in the Canadian marketplace. Develop a blueprint to:

• Leverage new investments to transform the “back office” into a strategic asset that drives customer value.
• Navigate the challenges and opportunities involved in large-scale operational transformation and the role of leadership in driving this change.
• Enhance operational efficiency, scalability, and customer experience through modern tools and technologies.

Achieve a focused customer experience strategy across diverse product lines by aligning operations with customer-centric goals.

Leverage data to identify market trends and implement high-impact strategies that drive brand awareness and profitable growth. Collaborate with stakeholders and manage projects from planning to execution to deliver exceptional customer experiences and meet business goals. Source practical tips to:

• Craft a cohesive plan to develop marketing strategies that resonate with financial services customers and enhance brand presence.
• Use market research and analytics to track industry trends and anticipate customer needs.
• Monitor and evaluate competitors to ensure your financial institution stays ahead of the curve.
• Keep complex projects on track and aligned with critical business goals.

Master your strategic marketing plan to drive brand growth, CX excellence, and operational success.

Ensure that data and experimentation are at the core of every decision in your organization to influence the broader financial and digital ecosystems. This will help to innovate customer interactions and financial services on a global scale. Take away specific solutions to:

• Improve how large-scale teams of data experts collaborate to deliver actionable insights across diverse business units.
• Increase the role of data science and experimentation in shaping digital marketing strategies, product management, and customer engagement efforts.
• Optimize revenue and improve customer engagement in Cards, Loans, and Banking.

Perfect a balance between cost-effectiveness and innovation in the digital era to drive sustainable growth while staying ahead of market trends and meeting customer expectations.

• Meet interesting speakers and pick their brains on the latest issues in the CX for financial services space.
• Expand your network and make connections that last beyond the conference.
• Enjoy great food and service while engaging with your customer experience colleagues.

As the marketing world becomes more complex due to media fragmentation, cookie deprecation, and more restrictive privacy laws, marketers’ jobs have become significantly more challenging. Master the success factors to:

• Leverage the power of blending first- and third-party data to improve organizational insights and customer experience.
• Understand how these organizational insights can be actioned.
• Explore how emerging areas like data collaboration and clean rooms can enhance customer experience and improve measurement.

Bolster your insights and CX by blending first- and third-party data to drive actionable strategies through data collaboration.

Align your businesses and IT strategies with your goals while optimizing processes and accelerating time to market. Take back key strategies for agile transformations, integrating business process improvements. Walk away with an action plan on:

• Translating business and consumer needs into tangible program deliveries.
• Improving business agility, driving process efficiencies, and achieving cost-effective, high-speed delivery in a competitive landscape.
• Scaling agile practices to drive innovation and long-term business success.

Improve your approach to translating complex business and consumer needs into actionable, efficient program deliveries to drive faster decision-making and enhance customer satisfaction.

Financial services customers expect trusted, relevant, and personal experiences. To stay competitive, financial institutions must deliver the total experience (TX), providing consistent, seamless interactions for customers and employees across all touchpoints. Source practical tips to:

• Optimize the CX.
• Achieve operational excellence while ensuring regulatory compliance and security.
• Deliver the TX.

Reduce fragmented interactions, errors, and service delays through TX for enhanced service delivery.

Identify automation opportunities and refine your technology strategies to ensure alignment with customer requirements and seamless automation. Take away specific solutions to:

• Assess critical journey touchpoints through key consumer insights.
• Drive business outcomes using advanced marketing technology.
• Embrace diversity, equity, and inclusion in technology implementation.

Amplify your differentiation between projected efficiency and realized outcomes for improved customer experience solutions.

Build a robust framework that encompasses journey maps, business archetypes, personas, and a comprehensive list of customer priorities. Transform your methods for communicating through this framework with an immersive digital experience, enriched with impactful visuals, videos, and infographics. Create a roadmap to:

• Anchor research and customer listening to core principles.
• Communicate the framework through high-impact digital experiences.
• Leverage CX tools to drive a customer-focused organizational culture.

Optimize your transformational teams with a clear and consistent focus to drive sustainable growth and elevate customer-centric outcomes.

AI is everywhere. Is it coming for our jobs or is it coming to make us better … or both? We’ll discuss key trends in artificial intelligence and explore how companies today are leveraging it to evolve. Achieve a step-by-step action plan to:

• Gain a deeper understanding of AI’s expanding role in financial services.
• Navigate the hype cycle of AI and identify our place in it.
• Challenge existing perspectives and refine strategies for AI adoption.

Bolster your ability to distinguish between AI-driven innovation and automation for smarter business decisions.

Review the key solutions and takeaways from the conference. Source a summary of action points to implement in your work.