ONE BADGE. TWO EVENTS.

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

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

AGENDA

Full combined agenda for ICX Summit & BCX Summit

MONDAY // SEPTEMBER 9, 2024


| Registration and Tech Pavilion Open

| Offsite Event

Customer Experience Tours

Join us as we explore retail locations in Charlotte that offer state-of-the-art customer experiences.

  • Tour 1: 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. 

 

Tours will depart at 12:45 p.m. Please meet near registration no later than 12:40 p.m.


| Exhibits

Tech Pavilion

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

On the Record with Gen Z Employees

Most retailers aren’t going to run their businesses without a little help from Gen Z (ages 11-13), and this generation is quite different than all of those who came before them.

This live focus group will feature teenagers discussing not only favorite brands and buying habits, but also what they are looking for in employment opportunities and future careers.


| Networking Event

Opening Reception

Get to know the other attendees during our cocktail hour which includes live music and appetizers.


TUESDAY // SEPTEMBER 10, 2024


| Registration & Breakfast

| Keynote Session

Session Topic – Coming Soon!


| Tech Pavilion Break

| ICX Summit

Hands Off: Autonomous Stores Are Here to Stay

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.

| BCX Summit

Using Financial Education as a Marketing, Engagement Tool

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.

Panelist:
  • Namrata Yadav | Academy Executive for Community Advancement | Bank of America


| Tech Pavilion Break

| ICX Summit

Listen Up: Tapping Customer Feedback to Improve Your Business

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.
| BCX Summit

How to Meet Banking Regulations While Delivering Impactful CX

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.

Experts will address how banks can balance KYC regulations while improving the customer experience. 


| Tech Pavilion Break

| ICX Summit

Ensuring a Safer Retail Experience for Associates and Shoppers

Retail associate safety is a critical focus for retailers given the rise of safety incidents in stores in 2023 and this year. A recent study reveals two out of three associates are somewhat concerned for their personal safety at work.

Discover what retailers can do to alleviate and eliminate the safety concern and take the safety worry off both the associate’s mind and store management's minds. One strategy is technology that can make both store workers and managers better aware of safety threats, identify illicit shopper behavior, and communicate quickly before an incident occurs

| BCX Summit

Ideas and Innovation for a Better Retail Banking Experience

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.

Panelist:
  • Prakash Paudel | Head of Transaction Banking Sales & Business | Global IME Bank


| Lunch & Learn

Session Topic – Coming Soon!

Sponsored by DPL

| ICX Summit

Music in the Retail Shopping Environment

A hefty number, 85%,of shoppers say branded music creates a pleasant in-store experience. And while the sound of music can play an inspirational role when it comes to shopping, it’s a strategy not to be left to a store manager’s iPod play list.

Discover the best approaches to music play, what motivates and what doesn’t and why it can be an effective, and very inexpensive customer experience tool.

| BCX Summit

Why Banks Are Finally Embracing Interactive Digital Signage

Bank branches are experiencing a major period of innovation and adjustment. As banks reconsider their branch strategies, one technology they are relying on more is interactive digital signage. With digital signage, banks can provide useful information and help guide customers to the right place and person to see.

| Tech Pavilion Break

| ICX Summit

The Rise of the Virtual Avatar and Other Autonomous Tools

AI is a big deal, but many often only consider Generative AI leaving behind other tools that should be considered. For example, we are beginning to see the rise of the virtual avatar which can answer customer questions and form a virtual connection with customers.

There are also other autonomous tools on the horizon which will revolutionize decisioning, data management and much more. This panel will help you fill your digital toolbox. 

| BCX Summit

Session Topic – Coming Soon!


| Tech Pavilion Break

| ICX Summit

Going, Going, Gone Digital

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

Learn why restaurants and brands are running fast with this strategy, the ROI being achieved and how to expand via digital to reach more consumers where they are.

| BCX Summit

Session Topic – Coming Soon!


| Tech Pavilion Break

| General Session

Prove Your Case!

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.

This session includes four 15-minute presentations, each featuring one vendor and one operator sharing the how, when and ROI behind recent rollouts.


| Awards Presentation

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.

Hosts:
  • Cherryh Cansler | Vice President of Events | Networld Media Group
  • Bradley Cooper | Editor | ATM Marketplace


| Networking Event

Cocktail Reception & Dinner Party

Join us for an evening of cocktails and dinner.

Free to all attendees, speakers and sponsors.



WEDNESDAY // SEPTEMBER 11, 2024


| Breakfast

| Keynote Session

Unleashing the Retail Social Beast: Content & CX Strategies That Bite

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

Keynote Speaker
Regina DeMars
Director of Content Marketing & Social Media Strategy
First National Bank of Omaha


| Tech Pavilion Break

| General Session

Building Customer Loyalty with Rewards That Matter

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.


| Tech Pavilion Break

| General Session

Balancing Human Touch and AI

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.

Panelist:
  • Chris King | CEO | Monster Entertainment


| Lunch & Learn

Session Topic – Coming Soon!


| General Session

How to Make Your Store Welcoming for All Customers

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.

| Tech Pavilion Break

| General Session

CX Roundtable: Executive Predictions

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.

| Summits adjourn


View 2023 Agenda