ONE BADGE. TWO EVENTS.
Bank Customer Experience (BCX) Summit will be co-located with the Interactive Customer Experience (ICX) Summit which runs Sept. 11-13. While BCX Summit does not officially start until 1:oo PM on Sept. 12, you are welcome to come early and participate in ICX Summit sessions throughout the event at no additional cost.
Below is a combined agenda for the two events.
Bank Customer Experience Summit 2023 | Agenda At-A-Glance
TUESDAY // SEPTEMBER 12, 2023 | |
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10:30 AM | Registration Opens |
12:00 PM | Lunch (for all attendees) |
1:00 PM | Keynote Session |
2:15 PM | Breakout Sessions |
3:15 PM | Breakout Sessions |
4:15 PM | Breakout Sessions |
5:00 PM | Awards Presentation |
5:30 PM | Cocktail Reception & Dinner Party |
WEDNESDAY // SEPTEMBER 13, 2023 | |
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8:00 AM | Breakfast (for all attendees) |
9:00 AM | General Session |
10:15 AM | Breakout Sessions |
11:15 AM | General Session |
12:00 PM | Lunch (for all attendees) |
1:00 PM | Breakout Sessions |
2:00 PM | General Session |
3:00 PM | Summit Adjourns |
Interactive Customer Experience Summit 2023 | Agenda At-A-Glance
MONDAY // SEPTEMBER 11, 2023 | |
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12:00 PM | Registration Opens |
1:30 PM | ICX Tours |
5:00 PM | Keynote Session |
6:00 PM | Welcome Reception |
TUESDAY // SEPTEMBER 12, 2023 | |
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7:30 AM | Breakfast (for all attendees) |
8:00 AM | Keynote Session |
9:15 AM | Breakout Sessions |
10:15 AM | Breakout Sessions |
11:15 AM | Breakout Sessions |
12:00 PM | Lunch (for all attendees) |
1:00 PM | Keynote Session |
2:15 PM | Breakout Sessions |
3:15 PM | Breakout Sessions |
4:15 PM | Breakout Sessions |
5:00 PM | Awards Presentation |
5:30 PM | Dinner Party |
WEDNESDAY // SEPTEMBER 13, 2023 | |
---|---|
8:00 AM | Breakfast (for all attendees) |
9:00 AM | General Session |
10:15 AM | Breakout Sessions |
11:15 AM | General Session |
12:00 PM | Lunch (for all attendees) |
1:00 PM | Breakout Sessions |
2:00 PM | General Session |
3:00 PM | Summit Adjourns |
AGENDA
Full combined agenda for ICX Summit & BCX Summit
MONDAY // SEPTEMBER 11, 2023
ICX Tours
Join us as we explore retail locations in Charlotte that offer state-of-the-art customer experiences:
- Tour 1: NASCAR Hall of Fame
Spread across an area of 150,000-square-feet, this sprawling facility boasts ultra modern equipment and sophisticated amenities dedicated to NASCAR and auto racing. The Hall of Fame has a special exhibition hall that displays artifacts that give you detailed information on car racing. It also has specialized simulator rides and interactive displays that further add to the experience. - Tour 2: Honeywell’s Customer Experience Center (CXC)
Honeywell’s Customer Experience Center (CXC) truly demonstrates everything that Honeywell has to offer – by really showing their many solutions in action. With a full spectrum of immersive and interactive technologies, their CXC utilizes the Hyro platform to show Honeywells numerous ‘invisible’ products in action. It makes the unseen, truly visible. Must be registered for the Summit by September 5th to attend this tour stop. - Tour 3: The BOplex | Bojangles Entertainment Complex
The Bojangles Entertainment Complex (BOplex) is an entertainment and sports complex that holds two separate venues, Ovens Auditorium and Bojangles Coliseum. Since opening, the venues have hosted nearly 19,000 events collectively. The BOplex guest experience is better than ever following a $20 million construction project that officially unified the two venues as one complex in 2021.
- Cherryh Cansler | VP of Events | Networld Media Group
Igniting Fandom: How Dave’s Hot Chicken Created an Authentic Following
- Jim Bitticks | President & COO | Dave's Hot Chicken
- Arman Oganesyan | Co-Founder & CBO | Dave's Hot Chicken
Welcome Reception
TUESDAY // SEPTEMBER 12, 2023
Leveraging Data to Improve the Customer Experience and Journey
- Mark Stutzman | Chief Technology Officer | AREA15
Leveraging AI for Enhanced Operations and Superior Customer Satisfaction
Few will argue that AI is the future of customer experience, but many organizations don't know where to begin. This session will teach you how to integrate AI tools and robotics, including:
- Identifying basics needed for IOT integration, i.e. “I’ve never tried integrating my POS with a customer database, what is this? How can a GuideBot perform a basic function like checking a guest into a table and taking them to their seat, basic food delivery, etc.”
- Intermediate integrations for more personalized customer experiences. Think: recognizing frequent customers and the tableside screen giving recommendations based on past purchases or guests speaking to a robot to check-in and it being pre-programmed with frequently asked questions it can answer verbally.
- Full soup-to-nuts integration, including AI deciding the best items to promote based on margins, seasonal sales, preferences for each individual customer, etc.
- Justin Bartek | Vice President of Marketing | Dog Haus Worldwide
- Elad Inbar | Founder & CEO | RobotLAB
- Steve Lieber | VP Franchise Business Development | BurgerFi
Moderator:
- Daniel Brown | Editor | Digital Signage Today
Sponsored by RobotLAB
The Employee CX: How Technology, Training & Culture Can Create a Winning Combination
Tech-savvy customers expect a seamless experience, no matter how they interact with your company. That means your employees need to be equipped with the tools and training they need to deliver that experience.
In this panel, we'll explore the importance of investing in technology that not only helps train and communicate with your team but how it simplifies the jobs of employees, allowing them to offer a higher level of hospitality.
Our panelists will share their insights on how to create a tech-savvy customer experience that your employees can deliver with confidence.
- Kristi Carlson | VP of Ecommerce, Marketing & Data Warehouse Technologies | Kendra Scott
- Amy Hom | Chief Operating Officer & Chief People Officer | Bluestone Lane
- Sarah Rigsbee | Chief Financial Officer | Farmer's Fridge
Moderator:
- Shelly Chandler | Founder & Principal Strategist | EvolveCX Consulting
Optimize CX Success – AI + IA (Intelligent Agents)
Artificial intelligence alone doesn’t ensure quality customer experiences (CX). The most e-mpathetic solutions require AI and IA—intelligent agents. AI for streamlined service. IA for compassionate care. The two complement each other, resulting in improved performance, repeat business and increased revenue. Find out how you make that combination a winning one for your business.
- Dan Fisher | Call Center Operations Director | Toyota Connected
- Michael Pace | Vice President, Global Member Services & Operations | Virgin Pulse
- Mehdi Zarhloul | CEO | Crazy Pita Restaurant Group
Moderator:
- Gary Ash | Senior VP Business Development | Working Solutions
Sponsored by Working Solutions
Meeting Your Customers in the Metaverse
- David Kepron | Founder & Owner | NXTLVL Experience Design
- Melissa Li | Head of Community | Dorm Room Fund
- Steve Lieber | VP Franchise Business Development | BurgerFi
Moderator:
- Daniel Brown | Editor | Digital Signage Today
Creating a More Inclusive Experience
- Jan Coonley | Executive Vice President, Chief People & Diversity Officer | Heritage Bank of Commerce
- EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience
- Chris Stamper | SVP of Strategy, Transformation & Business Development | Hudson's Bay
Moderator:
- Jean-Pierre Lacroix | President | SLD
Sponsored by SLD
Cutting the Hard and Soft Costs of Delivery
- Bob Andersen | President | The Great Greek Mediterranean Grill
- Robin Robison | Chief Operating Officer | Modern Restaurant Concepts
- Sam Stanovich | SVP of Development & Alliances | Big Chicken
Moderator:
- Cherryh Cansler | VP of Events | Networld Media Group
How to Understand Your Customer and Act On It
- Erin Cohee | VP of Digital Customer Experience | OneUnited Bank
Measuring Your Messaging - For Real
- Devin Cygnar | EVP, Chief Marketing Officer | Northwest Bank
- Troy Hooper | CEO | Hot Palette Holdings
- Mack Turner | Founder | Mack Turner Marketing Consulting & Insights
Moderator:
- Glen Ryniewski | Owner | Soaring Strategies
How Banks Can Craft the Customer Journey
- Lindsey Ogan | Marketing Director | Stride Bank
- Courtney O'Regan | SVP, Director of Marketing | Middlesex Savings Bank
- Liz Schaaf | VP, Business Line Experience Strategy Manager | Atlantic Union Bank
Moderator:
- Jerone Abueva | Director, B2B Solutions Business Development – Financial Services Industry | Samsung Electronics America
Sponsored by Samsung Electronics America
The Frictionless Customer Journey: Fantasy or Facts?
- Lovell Holloway | General Manager | Kansas City International Airport
- Dan Morton | VP, Guest Experience | Hilton
- Tommy Terrell | Creative Project Manager | Taziki’s Mediterranean Café
Moderator:
- Cherryh Cansler | VP of Events | Networld Media Group
Humanizing the Virtual Shopping Experience
- Arthur Cooksey | Chairman & CEO | Let’s Talk Interactive
- Steven King | Chief Innovations Officer | UNC Blue Sky Innovations
- Chris Lorenzo | Sr. Vice President Business Development Field Operations | Generation Tux
Moderator:
- Dave Wurm | Chief Sales Officer | Networld Media Group
What’s New in Branch Design?
- Alex DeJesus | Vice President, Member Experience | Addition Financial
- Amber LeGrett | SVP, Business Strategies & Initiatives | Bank of America
- Katie Meyers | VP, Client Experience Officer (CXO) | Manasquan Bank
Moderator:
- Brad Browder | CEO | HTx Services, LLC
Sponsored by HTx Services
Elevate & BCX Awards
Help us honor several retailers and vendors that have created or implemented technologies that elevate the customer experience.
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.
The ICX Association Elevate Awards honor the individuals and organizations that are pacesetters in using technology to elevate the customer experience.
- Cherryh Cansler | VP of Events | Networld Media Group
- Bradley Cooper | Editor | ATM Marketplace
- Alicia Lavay | Executive Director | ICX Association
Cocktail Reception & Dinner Party
Join us for an evening of cocktails and dinner at the JP Charlotte as well as magic, mentalism and mystique featuring Magician Comedian Johnny Pizzi, who has been doing comedy for over 30 years. He's been a fixture not only on the Boston Comedy Scene but all over New England and the East Coast and is also the unofficial Magician of The New England Patriots!
Free to all attendees, speakers and sponsors.
WEDNESDAY // SEPTEMBER 13, 2023
On the Record with Gen Z
- EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience
- Aimee Wright | VP, Strategic Relationship Management | Blackhawk Network
Sponsored by apc – powering the human experience, BHN - Blackhawk Network
Taking Hands-On Experiences Up a Notch
- Ruth Crowley | VP of Merchandise & Brand Strategy | The Hudson Group
- Caroline Schmidt | Hospitality & Event Manager | SIG SAUER, Inc.
- Rick Welch | Sr. Client Services Manager | Kodak Moments
Moderator:
- Shelly Chandler | Founder & Principal Strategist | EvolveCX Consulting
What Small Business Owners Want from Banks
- Marbue Brown | Founder | The Customer Obsession Advantage
- Josephine Moran | President & CEO | Ledyard National Bank
- Glenn Murray | Vice President - Strategic Growth | Sutton Payments
Moderator:
- Bradley Cooper | Editor | ATM Marketplace
What's the Latest and Greatest with Self-Service?
- Steven King | Chief Innovations Officer | UNC Blue Sky Innovations
- Joe Loparco | President | Automated Services International, Inc.
- William Sullivan IV | VP, Sr. Client Experience Manager | Cambridge Trust
- Clark Whittington | Founder | Art-O-Mat
Moderator:
- Melanie Endres | CEO | Code Factory SL
Sponsored by Code Factory SL
Fixing the Drive-Thru Conundrum
- Mike Guinan | Vice President Operations Services | White Castle
- Alex Ruhter | Co-Founder & CEO | JackBe
- Darren Spicer | Co-Founder & CEO | Clutch Coffee Bar
Moderator:
- Josh Halpern | CEO | Big Chicken
Bringing Hospitality Back to Banking
- Robyn Breshears | Executive Director of Sales Service & Support | Arvest Bank
- Marbue Brown | Founder | The Customer Obsession Advantage
- Mike Parisi | EVP, Chief Banking Officer | Ledyard National Bank
- William Sullivan IV | VP, Sr. Client Experience Manager | Cambridge Trust
Moderator:
- Evan Ellis | Enterprise Account Executive (Banks) | Creatio
Sponsored by Creatio
It’s a Marathon, Not a Sprint: Building an End-to-End CX Strategy at Different Stages of Maturity
In a perfect world, every tool, employee, and process would work seamlessly together to deliver stellar CX from start to finish. In reality, the successful operationalization of CX programs can be a daunting and complex challenge. In this panel discussion, get an inside look at how CX leaders across various stages of CX maturity are making the most of people, processes, and technology to execute cohesive, sustainable and performance-based CX strategies across their organizations. As part of this interactive session, attendees will learn how CX innovators are:
- Refining their customer-focused vision through C-Suite education, proper governance and enhanced levels of business operations support;
- Building internal, cross-functional teams that drive the vision forward;
- Reevaluating processes and procedures necessary for comprehensive CX programs;
- Investing in tools, technology and specialized skill sets to deliver true value to end customers;
- Predictions on the evolution, role, and impact of future CX programs
- Sean Albertson | Founder & CXO | CX4ROCKS (formerly of Charles Schwab)
- Josh Halpern | CEO | Big Chicken
- Winston Kelley | Executive Director / Vice-President | NASCAR Hall of Fame / Charlotte Regional Visitors Authority
- Jason Mariasis | VP, Digital Products & CX | Credit One Bank
Moderator:
- Eric Healy | CEO | Stratifyd
Sponsored by Stratifyd
View 2022 Agenda