4:00 pm | Registration Opens

5:00 pm | Opening Remarks

How can trending technologies enhance the customer experience?

The Internet of Things is all the rage these days, but how does it fit into the branch experience? The IoT is just one of the tech trends banks should be monitoring, along with artificial intelligence, chatbots and big data. In the years to come, these technologies could play a leading role in the ever-evolving customer experience.

Rob Berini | Managing Director | Deloitte, Digital, Financial Services
Charles Liu | Chief of Branch Transformation, ATM Innovation, and Market Planning | Bank of America
Milton Santiago | Omni Channel Digital Executive | FinTech Advisors
Jordan Worth | Sr. Director, Product | IA360

  • Sponsored by IA360 Inc.


Doug Stephens
Retail Prophet
view bio

6:00 – 8:00 pm | Networking Event

Welcome Reception

Join us on opening night for cocktails and hors d’oeuvres. This is a great opportunity to meet some of our speakers, sponsors and your fellow attendees.

  • Sponsored by Nautilus Hyosung America


7:00 am | Registration & Breakfast

8:00 am | General Session


In this session, you will hear four 15-minute, thought-provoking talks on hot topics of the day.


9:00 am | Refreshment Break

9:30 am | Breakout Session

Déjà vu all over again: Preparing for the Windows 10 migration

Wait. What? Wasn’t Windows 7 migration just a year ago or something?

It might seem that way (and for some late-to-the-game institutions, it might even be true). Nevertheless, Microsoft will be sunsetting Win 7 support in 2020, and now is the time to start mapping the path to Win 10.

In this session, you’ll get the information you need to do just that. And importantly, you’ll learn how to use the new OS to your competitive advantage by creating a richer user experience.

9:30 am | Breakout Session

AI trends: The latest buzz — and the likely benefits for FIs and consumers

Financial institutions are exploring AI to help them in several areas: to reduce costs, enhance revenue, eliminate fraud and improve the customer experience. Some industry pundits believe that banks could net billions in savings by implementing AI solutions.

In this session, you’ll learn what banks are doing today with AI, and how they and their customers can benefit from it.

10:30 am | Refreshment Break

11:00 am | Breakout Session

Clicks and mortar: How banks can better service their customers in a digital world

As more consumers turn to smartphones for simple banking transactions, they’ve come to expect the same modern experience at a bank branch. FIs have answered this challenge by transforming branches to resemble retail stores.

What more can they do to help their customers? A growing number of FIs have deployed interactive touchscreens, and a select few are dabbling in virtual reality tools. At least one Asian bank has experimented with a robot greeter. Are these gimmicks or are they the future of customer interaction in the digital age?

11:00 am | Breakout Session

How to outsource customer touch points and not lose touch with customers

Outsourcing all or part of your digital and self-service banking channels can help your institution achieve next-gen technical sophistication without the overhead of a permanent, fully staffed team of IT wizards.

The trick is to do it without losing a sense of how your customers interact with these channels — or would like to — and how efficiently they’re meeting end user needs.

In this session, you’ll learn how to outsource without getting left out of the loop.

12:00 pm | Lunch

1:00 pm | Breakout Session

How mobile-first consumers are challenging banks to innovate quickly

Consumers these days expect their mobile experiences to be intuitive and smooth. Companies such as Amazon, Starbucks and Uber have changed consumers’ expectations on mobile.

That said, banks still lag behind as services such as mobile-account opening sometimes still require a visit to a bank branch. What are the steps FIs need to take to provide mobile experiences on par with the biggest retail brands?

1:00 pm | Breakout Session

We’re in this together: How to turn customer relationships into partnerships

Privacy. Technology. Transparency. Security. Convenience. Control.

In a new age of banking that puts account holders in the driver’s seat, how can a bank possibly reconcile all of these demands, particularly when one (convenience, for instance) comes into conflict with another (security, for instance)?

One thing is certain: Getting the balance right will require FIs to think of themselves as customer partners — and not simply as service providers.

  • Sponsored by Fujitsu

2:00 pm | Refreshment Break

2:30 pm | Breakout Session

Products, processes and … people: The key to successful branch transformation

Advanced self-service capabilities and innovative new business processes are fine and good, but if your employees aren’t buying the concept of tech-driven service delivery, you can be sure they’re not selling it, either. Some never will, but others just need effective tools and training to come up to speed.

In this session, you’ll learn how the most successful branch transformations have turned tentative employees into enthusiastic tech ambassadors.

Jean-Pierre Lacroix | President | SLDNXT

2:30 pm | Breakout Session

Faster payments: What’s in it for banks and their customers

The Federal Reserve has laid out a plan for faster payments in the U.S. by the year 2020. To reach this milestone, stakeholders across the entire payments ecosystem will have to come together and develop the technologies and processes to support a streamlined, super-charged payments system.

How will it all come together — and what opportunities might it create for banks to introduce new and improved customer services?

3:30 pm | Refreshment Break

4:00 pm | General Session

Branch Transformation Case Studies

What makes a branch transformation click with customers? Presenters in this session will deconstruct successful transformation projects to identify the basic concepts and important “extras” that contribute to a superior consumer experience.

Topics will include:

  • Evolving role of the branch
  • Customer demographics
  • People and skill sets needed
  • Footprint (right-sizing)
  • Technology
  • Amenities

6:30 – 9:30 pm | Awards Dinner Party

After a full day of inspiring keynotes and information-packed sessions, relax and recharge while enjoying great food and conversation during the annual BCX dinner and awards ceremony.

Awards include:

  • Best Branch Experience
  • Best ATM/Self-Service Experience
  • Best Mobile Experience (bank)
  • Best Mobile Experience (fintech)


7:30 am | Breakfast

8:30 amKeynote Session

10:00 am | General Session

The Great Debate: Should payments providers adopt a single mobile platform?

Some industry pundits believe that a universal platform is a must for widespread consumer adoption of mobile payments. At the very least, they insist, mobile solutions should share standard features, which individual providers could then add to as desired. Could such an approach stifle innovation — or would it accelerate the growth of mobile payments?

Cherian Abraham | Senior Business Consultant | Experian
Donna Embry | Chief Payments Advisor | Payment Alliance International
Quam Erogbogbo | Sr. Director, Head of Software Services | Samsung Electronics America
Joshua Gordon-Blake | VP of Global Partnerships | Pangea
Mohammad Khan | President & Cofounder | Omnyway
Ashish Tajpuria | Emerging Payments & Commerce – Partnerships | Bank of America

Will Hernandez | Editor | Mobile Payments Today


9:30 am | Refreshment Break

10:00 am | General Session

Discovery Hour

Learn about new and innovative financial technologies in this series of six 10-minute product presentations. Each presenter will have five minutes for an elevator pitch and five minutes for audience Q&A.

Nautilus Hyosung America


11:00 am | Refreshment Break

11:15 am | General Session

Bankers “Rapid-fire” Roundtable

In a fast-paced discussion, a panel of bank executives will share insights and opinions about pressing issues in financial services and how they impact the customer experience, including the value of fintech vis-à-vis mobile, blockchain, crypto and big data; competitive threats; opportunities to differentiate and excel; security issues; cost vs. benefit trade-offs; regulatory headaches and more.


12:15 pm | Summit Adjourns

Agenda and speakers are subject to change.


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

Group Discount

Take Your Team to the Summit
Register two qualified attendees and add a third qualified attendee at no additional cost.


Hotel Reservations

Sofitel Chicago Magnificent Mile
20 E. Chestnut St. Chicago, IL 60611
(312) 324-4000 | 1-877-813-7700
Rate: $255/night* | Deadline: 8/28/2017
* Subject to availability at time of booking.


Sponsorship Opportunities

Sponsoring the Summit will put you in meaningful conversations with executives in your target market. Opportunities are available for almost any budget. Download the Sponsor Prospectus to learn more.


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