Agenda 2024

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.

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

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.

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.

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. 

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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. 

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

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.

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

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.

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.

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.

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.

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.

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.

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.