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ONE BADGE. TWO EVENTS.

Bank Customer Experience (BCX) Summit will be co-located with the Interactive Customer Experience (ICX) Summit. Below is a combined agenda for the two events.

Attendees are welcome to participate in any session on this agenda.

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AGENDA

Full combined agenda for ICX Summit & BCX Summit

Agenda


Monday // September 9, 2024
| Registration and Tech Pavilion Open
All attendees, sponsors and speakers must check in at the registration desk and pick up a name badge. Please wear your badge at all times during the Summit.
| Offsite Event

Join us as we explore a state-of-the-art customer experience center.

Honeywell’s Customer Experience Center (CXC) showcases Honeywell’s products and technologies in an interactive, hands-on space. Here, visual communication and experiential technologies fuse to create a fully immersive brand experience.

This will be a walking tour. Please meet near registration no later than 12:40 p.m.

| Exhibits

Spend some time in our tech pavilion, where you'll learn about products and services dedicated to improving your company's operations.

| Welcome & Opening Remarks
| Opening Keynote

Shawn D. Nelson, founder and CEO of the Lovesac Company which designs, manufactures, and sells such furniture as modular couches and bean bag chairs, crafted a new standard for sustainability at Lovesac with its Designed for Life ethos. As he'll share during his keynote, the approach goes beyond using recycled materials to focus on creating a truly sustainable company and brand.

Learn how Designed for Life redefines what it means to be sustainable, the balance between sustainability and profitability and Lovesac’s commitment to building a sustainable future. Nelson is the author of Let Me Save You 25 Years: Mistakes, Miracles, and Lessons from the Lovesac Story as well as the host of the Let Me Save You 25 Years Podcast, featuring guests like Gronk, Mark Cuban, Ginny Clarke, Sara Blakely and Shaun White.

Keynote Speaker
Shawn Nelson
Founder & CEO
Lovesac
| Networking Event
Get to know the other attendees during our cocktail hour which includes live music and appetizers.
Tuesday // September 10, 2024
| Registration & Breakfast

Be sure to check in at the registration desk and pick up your name badge if you haven't already.

Grab some breakfast in the foyer and join us in the ballroom.

| Live Podcast

Join Daniel Brown, editor of Digital Signage Today, and Jean-Pierre Lacroix, President of Shikatani Lacroix Design, for a deep dive into the challenges, strategies, and rewards of powerful digital signage in banking and financial settings. Discover how innovative digital solutions are transforming customer experiences, driving efficiency, and enhancing brand engagement. 

Presenters
Daniel Brown
Editor
Digital Signage Today
Jean-Pierre Lacroix
President
SLD
| Keynote Session

Customer engagement and satisfaction is key in building a female-run shoe empire. Founder and CEO of Charleston Shoe Company, Neely Woodson Powell, launched the company 27 years ago. Through numerous setbacks and even one pandemic, Neely was able to expand her retail empire to include over 20 stores across the country. In her inspiring presentation, Neely will share how keeping customers at the forefront of her vision and providing ‘shoe joy’ has led to the success of the iconic national brand of versatile and fashionable footwear.

Keynote Speaker
Neely Powell
CEO & Founder
Charleston Shoe Company
| Tech Pavilion Break
| ICX Summit

As consumers become more comfortable with human-free stores, such as Amazon Go’s Walk Out technology, retailers are implementing autonomous stores to cut wait times and shrinkage while also optimizing labor, improving inventory control and boosting growth and profitability.

It’s not an easy transformation, however, and many fail when leadership doesn’t account for technology readiness or have an understanding of demographic factors that may stand in the way of successes. They may even fear security breaches, losing control and eliminating the human touch.

This session teaches retailers how to stay relevant by meeting customer demands and transforming and generating higher profits.

Panelists
Jeremy Cauble
Director of Strategic Innovation
Canteen North America
Lovell Holloway
CEO
Blue Origin Holdings
Steven King
CEO
Blue Sky Robotics
Les Tomlin
Co-founder & President
Pizza Forno
Moderator
Daniel Brown
Editor
Digital Signage Today
| BCX Summit

We have witnessed accelerating changes in the financial retail banking marketplace, ranging from the renewed importance of immersive physical experiences to AI, to name just a few. Learn from leading financial institutions about the pitfalls to avoid during your current or upcoming retail transformation.

Panelists
Marbue Brown
Founder
The Customer Obsession Advantage
Stephen Griffin
SVP, Branch & ATM Distribution Planning
Regions Bank
Chris Manske
SVP, Director of Retail Network Management
U.S. Bank
Moderator
Jean-Pierre Lacroix
President
SLD
Presented by Shikatani Lacroix Design
| Tech Pavilion Break
| ICX Summit

This panel discussion will focus on how to collect and use customer feedback to improve your business. Panelists will discuss the different ways to collect feedback from customers, and how to use that feedback to make meaningful changes to your products, services, and operations.

Panelists
Kelli Johnson
Marketing Manager
Furniture Mart
Eric Knott
CEO
Tiki Taco
Robin Robison
President of Emerging Brands
Modern Market Eatery and Homegrown: a daytime eatery
Alex Tallman
Director, Retail Experience and Education
Fleet Feet
Moderator
Ben Story
CEO
Avius
Presented by Avius
| BCX Summit

Consumers don’t go to bank branches for basic services anymore. Instead, their primary motive is guidance for big financial decisions, such as mortgages, car loans and retirement. As a result, banks have rethought their branch strategies to accommodate more financial education.

In this panel, experts will share tactics to create an impactful financial education program for both regular customers and the financially underserved.

Panelists
Garrett Graham
Director of Consumer Journey
Truist Bank
Alicia Moore
Head of US ATM Product
Visa Global ATM
Namrata Yadav
Academy Executive for Community Advancement
Bank of America
Moderator
John San Filippo
Co-Founder/Publisher
Finopotamus
| Tech Pavilion Break
| ICX Summit

Retail isn't happening in physical stores or online anymore. It's happening everywhere – social media channels (TikTok being the latest) and now it's popping up via kiosks and the good old app.

But what if we told you it's not about either online or in-store? It's about creating a seamless omnichannel experience that leverages the power of social media to drive traffic and engagement in your restaurant or store. Experts in this panel reveal how they attract their customers both virtually and in person.

Panelists
Jami Bond, CFE
Franchisee
Team Up Athletics
Sara Kear
Chief Marketing Officer
Condado Tacos
Shawn Lalehzarian
Co-Founder & CEO
The Red Chickz
Mike Trozzo
Head of Product
Tide Services
Moderator
Stacey Kane
Chief Marketing Officer
Broadtalk Marketing
| BCX Summit

Retail banking is in a flux state, as some banks have cut back on branches, while others are expanding branch presence. Meanwhile, there is a major push to transform branches from transactional spaces to ones that primarily offer financial advice. But how can banks create these new and improved retail banking spaces?

Panelists will share insight into practical ideas that can deliver innovative experiences.

Panelists
Michelle Kile
Vice President, Branch Services
DCU - Digital Federal Credit Union
Prakash Paudel
Head of Transaction Banking Sales & Business
Global IME Bank
Vikas Srivastava
Vice President Design Lead
Fifth Third Bank
Marsha Womack
First Vice President, Director of Retail Banking
Citizens Trust Bank
Moderator
Declan McCormack
Client Leader
BHDP
Presented by BHDP Architecture
| Lunch & Learn

Explore how AI-driven operations (AIOps) are transforming ATM and unattended retail management. Learn how automation and advanced remote monitoring and management (RMM) capabilities enable operators to maximize efficiency and productivity while reducing operational costs.

Presenters
Doyle Baker
Enterprise Account Executive
Creatio
RJ Forbes
Director of Software Development
DPL Wireless
Presented by Creatio, DPL
| General Session

Whether consumers are buying groceries, browsing for shoes, ordering dinner or checking their bank balances they want one thing: an exceptional seamless experience.

In this panel, e-commerce experts and online retail leaders will share insight on best practices touching on a wide range of do's and dont's.

Panelists
Gary Garofalo
CEO
LoudCrowd
Glenn Kurban
Lead Partner for US Data & Analytics
Capco
Thayer Sylvester
CEO & Co-Founder
Carve Designs
Huma Zaidi
Group Director
Walmart
Host
Cherryh Cansler
Vice President of Events
Networld Media Group
| Tech Pavilion Break
| ICX Summit

Retailers, banks and restaurants are eager to embrace AI given the clear win on costs and labor resources. But where to start? This panel of experts will help you build a foundation for deploying AI technology and tools to ensure you get the most benefit for your brand, your customers and your employees.

Panelists
Laura Edell
Chief Data Scientist
Microsoft
Steven King
CEO
Blue Sky Robotics
Kelly Morse Nowicki
Administrator
Mayo Clinic Food Service
Moderator
Daniel Brown
Editor
Digital Signage Today
| BCX Summit

Banks have to comply with a variety of regulations, including anti-money laundering and “know your customer” laws. However, regulatory concerns can often impact adoption of better customer experience initiatives.

In this fireside chat, experts will address how banks can balance KYC regulations while improving the customer experience. 

Panelists
Chris Roede
Attorney
Poyner Spruill LLP
Richard Rotondo
Chief Digital Strategist/Consultant
Digital Vision Banking
Moderator
Young Pham
Chief Strategy Officer
CI&T
Presented by CI&T
| Tech Pavilion Break
| General Session

Operators hear pitches all the time about products and services that will grow their business, but where’s the proof? We’ve got it right here.

Hear one short presentation about the how, when and ROI behind a recent rollout.

  • How AI Has Helped Improve KPIs in a BPO | Michelle Castillo & Elder Gonzalez
Presenters
Michelle Castillo
Executive Vice President of Operations
Redial BPO
Elder Gonzalez
Vice President of Client Services
Redial BPO
Presented by Redial BPO
| Tech Pavilion Break
| Keynote Session

Emerging technologies are revolutionizing the retail landscape by transforming how businesses engage with customers and streamline operations. Artificial intelligence is enabling personalized shopping experiences through tailored recommendations and dynamic pricing, while augmented reality allows customers to virtually try on products or visualize items in their homes. Blockchain technology enhances supply chain transparency and security, ensuring product authenticity. These innovations are creating a seamless omnichannel experience, blending online and offline shopping into a cohesive customer journey, and redefining the future of retail.

Keynote Speaker
Steven King
CEO
Blue Sky Robotics
| Awards Presentation

Help us honor several retailers and vendors that have created or implemented technologies that elevate the customer experience.

BCX Awards

The BCX Awards honor the most unique, innovative and pioneering financial institutions and technology providers whose branches and technologies are having the most impact on consumers.

  • Best AI Banking
  • Best Branch Design
  • BCX Excellence Innovator of the Year

 

Elevate Awards

The Elevate Awards honor the individuals and organizations that are pacesetters in using technology to elevate the customer experience.

  • CX Excellence
  • Innovator of the Year
Hosts
Cherryh Cansler
Vice President of Events
Networld Media Group
Bradley Cooper
Editor, ATM Marketplace & Food Truck Operator
Networld Media Group
Judy Mottl
Editor, Retail Customer Experience & Rewards That Matter
Networld Media Group
| Networking Event

Join us for an evening of dinner and cocktails while you have the chance to Meet the Speakers and editors. Did you want to talk to a speaker 1-1 after their session today but didn’t get a chance? Do you want to talk with one of our editors about having your content on one of our sites? Now is your time! Some of our featured speakers and editors will have designated tables where you can chat in an informal setting with them and make that connection.

Wednesday // September 11, 2024
| Breakfast
| Breakfast Briefing

Ready to revolutionize your customer service? In this 10-minute session, we'll present a proven 5-step roadmap for successful CX transformation with AI. We will discuss the common obstacles innovative teams face and the options that exist to resolve them in order to realize improved efficiency, reduced costs, and high customer satisfaction.

Presenter
Jay Tchakarov
CEO
Allganize
Presented by Allganize
| Keynote Session

In her dynamic keynote, Regina DeMars, director of Content Marketing & Social Media of the First National Bank of Omaha, unveils cutting-edge strategies for turning clicks into customers. Learn from real-life case studies showcasing how:

  • Compelling content fuels sales: Discover how targeted content drives leads and conversions across diverse business segments.
  • Unboxing experiences ignite engagement: Dive into the art of creating unforgettable brand interactions using "Unboxing Concepts".
  • TikTok & Social Engagement boost local businesses: See how a "Be Kind" campaign used social media to create cost-effective, interactive experiences.
  • Turning reviews into raving fans: Learn how responding to reviews builds brand trust and customer satisfaction.


Walk away with actionable tips and tricks to:

  • Craft content that captivates your audience.
  • Leverage social media platforms for maximum impact.
  • Create unforgettable customer experiences.
  • Build brand loyalty and drive sales.
Keynote Speaker
Regina DeMars
Director of Content Marketing & Social Media Strategy
First National Bank of Omaha
| Tech Pavilion Break
| General Session

A majority of customers want loyalty programs that give them tangible rewards for shopping. However, not every industry has been as quick to adopt loyalty programs.

This panel of experts  will discuss how to effectively deploy a loyalty program and provide rewards that build customer loyalty across all channels.

Panelists
Alison Brigham
Vice President of Brand Experience & Community Impact
Lee Bank
Christine Johnson
Chief Operating Officer
Le Duff America
Alex Preece
Co-Founder & CEO
Tillo
Darren Spicer
Co-Founder & CEO
Clutch Coffee
Moderator
Judy Mottl
Editor, Retail Customer Experience & Rewards That Matter
Networld Media Group
| Tech Pavilion Break
| General Session

AI is the hottest topic in nearly every industry from banking to restaurants, but concerns over accuracy, labor issues and data security are also top of mind. Truly innovative companies, however, know they must embrace AI while keeping the human touch.

In this panel, bankers, retailers and restaurants will offer tactics on balancing AI adoption with the human element.

Panelists
Marbue Brown
Founder
The Customer Obsession Advantage
David Edelman
Senior Lecturer
Harvard Business School
Chris King
CEO
Monster Entertainment
Daniel Parker
Technical Services Manager
Kodak Moments
Moderator
Daniel Brown
Editor
Digital Signage Today
Presenter
Meghana Joshi
Managing Principal, Irvine
MG2
Presented by MG2 Corporation
| General Session

This panel discussion will focus on how to create a more inclusive customer experience. Panelists will discuss the importance of inclusivity, and how brands can make their stores more welcoming for all customers, regardless of their background.

Panelists
Aspen Earley
Events Manager
Rise Brands
Andrew Glantz
Founder & CEO
GiftAMeal
Amy Hom
Chief Operating Officer
Barcelona Restaurant Group
Felix Nater
Security Management Consultant & CEO
Nater Associates
Billy Thompson
President- RSAI
Kate's Skating Rinks, LLC
Host
Cherryh Cansler
Vice President of Events
Networld Media Group
| Tech Pavilion Break
| General Session

As we wrap up the Summit, this heavy-hitter panel of industry thought leaders will comment on a variety of topics when it comes to improving the customer experience.

Panelists
Erin Cohee
VP of Digital Customer Experience
OneUnited Bank
John Lowe
Board Member
Jeni's
Billy Thompson
President- RSAI
Kate's Skating Rinks, LLC
Moderator
Shelly Chandler
Senior Vice President, Customer Experience
Wells Fargo
| Summits adjourn

Become A Speaker

If you're an experienced restaurant executive who is open to sharing insights with peers from other brands, we'd love to have you join us as a speaker or panelist.

Learn More

TAKE YOUR TEAM TO THE SUMMIT

Register two qualified attendees and add a third qualified attendee at no additional cost.