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 | |
---|---|
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 | |
---|---|
8:00 AM | Breakfast (for all attendees) |
9:00 AM | General Session |
10:15 AM | Breakout Sessions |
11:15 AM | Breakout Sessions |
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 | |
---|---|
1:00 PM | Registration Opens |
1:30 PM | ICX Tours |
5:00 PM | Keynote Session |
6:00 PM | Welcome Reception |
TUESDAY // SEPTEMBER 12, 2023 | |
---|---|
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 | Cocktail Reception |
WEDNESDAY // SEPTEMBER 13, 2023 | |
---|---|
8:00 AM | Breakfast (for all attendees) |
9:00 AM | General Session |
10:15 AM | Breakout Sessions |
11:15 AM | Breakout Sessions |
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.

- Cherryh Cansler | VP of Events | Networld Media Group
Session Topic – Coming Soon!
Welcome Reception
Get to know the other attendees during our cocktail hour which includes live music and appetizers.

TUESDAY // SEPTEMBER 12, 2023
Breakfast Briefings
Grab some breakfast in the foyer and join us in the ballroom for two short talks covering customer experience issues or case studies.
Session Topic – Coming Soon!

Measuring Your Messaging - For Real
Retailers have access to more data than ever, which means they can more easily measure how their messages and campaigns are driving traffic and sales. With so many vendors and platforms making big promises, however, it may be confusing for a retailer to know which platform will work best for them.
This session will help attendees figure out what questions to ask possible partners.
Placing Your Bets on Live-Streamed Shopping
Although live-streamed shopping, which adapts the QVC model of televised home shopping to the digital era, has seen popularity in the Asia-Pacific as well as in China, the trend has been less prevalent in the U.S. That may change, however, as revenue from U.S. live-streamed shopping grew to $20 billion last year from $6 billion in 2020. Experts predicate that number to hit $57 billion by 2025, so retailers getting in on the trend early may have the advantage.
This session features advice from executives who are already placing their bets on the medium.
Meeting Your Customers in the Metaverse
The metaverse market will reach nearly $800 billion by 2024, and mixed/extended reality (XR) is driving it, according to Bloomberg Intelligence. Considering that recent research revealed that nearly 64% of all consumers have purchased a virtual good or taken part in a virtual experience or service in the past year, brands must meet their consumers in the metaverse.
But how do they do that? What is the cost? Is it worth it? These are just a few questions that will be addressed.
Using AI to Streamline Customer Experience
Humanizing the 3D Virtual Shopping Experience
Clienteling is nothing new, but virtual clienteling, a business’ ability to provide personalized experiences through ongoing one-to-one communication, is becoming a point of differentiation for brands hoping to attract loyal online customers.
This session features retailers who not only understand the concept but have used it to increase online transactions.
Fraud Happens: How to Protect Your Online Customers
Purchases made via phone, internet or mail-order using stolen cards will continue to climb, surpassing $10 billion by 2024, according to Insider Intelligence. With in-store payments increasingly becoming safer, ecommerce has become a ripe target for malicious actors, which can create a heavy burden for merchants and issuers, who may see losses hurt bottom lines and erode customer loyalty.
This session looks at the ongoing innovation in the fraud prevention space.
Session Topic – Coming Soon!
Session Topic – Coming Soon!

Improving Customer Loyalty with NFTs
Although 39% of media planners polled by Hubspot said they viewed NFTs as the best return on investment of any channel in their media mixes, they remain unexplored territory for many marketers.
This session dives into how NFT-based marketing can help brands improve customer loyalty and increase revenue.
Buying Crypto at the ATM
Cryptocurrency ATMs are everywhere nowadays, but with cryptocurrency's volatility, are they really worth it?
Learn all about cryptocurrency ATMs, how they work, their risks and how to use them to their full potential.
The Frictionless Customer Journey: Fantasy or Facts?
Wearables and Banking: An Ideal Partnership?
Wearables are continuing to grow in popularity, but can they make waves in banking?
Learn all about banking wearables during this session.
- Casey Christopher | Chief Empowerment Officer | Quontic Bank
- Grace Pace | SVP/Digital Bank | Quontic Bank
Session Topic – Coming Soon!
What’s New in Branch Design?
Although the importance of developing digital banking strategies cannot be ignored, it would be a mistake to ignore the changes happening inside the bank’s four walls.
This session reveals how banks are using self-service technology to help customers move more easily through their transactions as well as creating multi-functional spaces that benefit both employees and customers. It also touches on upcoming trends such as smaller footprints and even pop-up sites.
Elevate & BCX Awards
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.
Elevate Awards
The ICX Association Elevate Awards honor the individuals and organizations that are pacesetters in using technology to elevate the customer experience.

Cocktail Reception & Dinner Party

WEDNESDAY // SEPTEMBER 13, 2023
Breakfast and Briefings
Learn a bit more about industry trends as you enjoy coffee and breakfast.
On the Record with Gen Z
Just when you figured out how to engage millennials, along came Gen Z, which is a completely different cohort. Luckily, we've partnered with apc to do quite a bit of research about these young consumers (ages 10-22) and their brand preferences, how they want to be marketed to and what it takes to turn them into lifelong fans.
We'll not only reveal those learnings but also host a live on-stage focus group starring several coming-of-age consumers who will give us the scoop in real time.
- EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience

Session Topic – Coming Soon!
What Small Business Owners Want From Banks
Session Topic – Coming Soon!
Labor Issues in the Financial World
Labor shortages are a major issue across every industry these days, but financial institutions have been hit especially hard.. salary increases and bonuses have not been enough to entice banking employees to stay in the industry.
This session looks at a variety of innovative ways to solve the labor problem.
Session Topic – Coming Soon!

Session Topic – Coming Soon!
Bringing Hospitality Back to Banking
Brick-and-mortar banks aren't exactly known for providing the most consumer-friendly experiences, but some companies are trying to change that by implementing more user-friendly onboarding programs while also pairing client satisfaction and business development objectives together.
This panel of experts discusses how they've recently rolled out new directives to help customers feel more at homes in their banks.
- William Sullivan IV | VP, Sr. Client Experience Manager | Cambridge Trust
CXO Roundtable

View 2022 Agenda