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 Tour

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.


| 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

DESIGNED FOR LIFE: How Sustainability Impacts Customer Experience

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.

Keynote Speaker:
  • Shawn Nelson | Founder & CEO | Lovesac

Keynote Speaker
Shawn Nelson
Founder & CEO
Lovesac


| 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

| Live Podcast

The Digital Signage Today Podcast

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. 

Presenters:
  • Daniel Brown | Editor | Digital Signage Today
  • Jean-Pierre Lacroix | President | SLD

Presenter
Daniel Brown
Editor
Digital Signage Today

Presenter
Jean-Pierre Lacroix
President
SLD


| Keynote Session

Customer Engagement Key to Building Shoe Empire

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.

Keynote Speaker:
  • Neely Powell | CEO & Founder | Charleston Shoe Company

Keynote Speaker
Neely Powell
CEO & Founder
Charleston Shoe Company


| 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.

Panelists:
  • Jeremy Cauble | Director of Strategic Innovation | Canteen North America
  • Lovell Holloway | CEO | Blue Origin Holdings
  • Steven King | CEO | Blue Sky Robotics
  • Les Tomlin | Co-founder & President | Pizza Forno

Moderator:
  • Daniel Brown | Editor | Digital Signage Today

| BCX Summit

Avoiding the Pitfalls in Customer Experience Transformations

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.

Panelists:
  • Marbue Brown | Founder | The Customer Obsession Advantage
  • Stephen Griffin | SVP, Branch & ATM Distribution Planning | Regions Bank
  • Chris Manske | SVP, Director of Retail Network Management | U.S. Bank

Moderator:
  • Jean-Pierre Lacroix | President | SLD

Sponsored by Shikatani Lacroix Design

| 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.

Panelists:
  • Kelli Johnson | Marketing Manager | Furniture Mart
  • Eric Knott | CEO | Tiki Taco
  • Robin Robison | President of Emerging Brands | Modern Market Eatery and Homegrown: a daytime eatery
  • Alex Tallman | Director, Retail Experience and Education | Fleet Feet

Moderator:
  • Ben Story | CEO | Avius

Sponsored by Avius
| 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.

Panelists:
  • Garrett Graham | Director of Consumer Journey | Truist Bank
  • Alicia Moore | Head of US ATM Product | Visa Global ATM
  • Namrata Yadav | Academy Executive for Community Advancement | Bank of America

Moderator:
  • John San Filippo | Co-Founder/Publisher | Finopotamus


| Tech Pavilion Break

| ICX Summit

Going, Going, Gone Digital...and Back Again: Using Social to Fuel CX Awesomeness

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.

Panelists:
  • Jami Bond, CFE | Franchisee | Team Up Athletics
  • Sara Kear | Chief Marketing Officer | Condado Tacos
  • Shawn Lalehzarian | Co-Founder & CEO | The Red Chickz
  • Mike Trozzo | Head of Product | Tide Services

Moderator:
  • Stacey Kane | Chief Marketing Officer | Broadtalk Marketing

| 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.

Panelists:
  • Michelle Kile | Vice President, Branch Services | DCU - Digital Federal Credit Union
  • Prakash Paudel | Head of Transaction Banking Sales & Business | Global IME Bank
  • Vikas Srivastava | Vice President Design Lead | Fifth Third Bank
  • Marsha Womack | First Vice President, Director of Retail Banking | Citizens Trust Bank

Moderator:
  • Declan McCormack | Client Leader | BHDP

Sponsored by BHDP Architecture

| Lunch & Learn

Enhancing ATM Operations with AIOps for Maximum Efficiency

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.

Presenters:
  • Doyle Baker | Enterprise Account Executive | Creatio
  • RJ Forbes | Director of Software Development | DPL Wireless

Sponsored by Creatio, DPL
Presenter
Doyle Baker
Enterprise Account Executive
Creatio

Presenter
RJ Forbes
Director of Software Development
DPL Wireless


| General Session

Delivering an Exceptional Online Experience

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.

Panelists:
  • Gary Garofalo | CEO | LoudCrowd
  • Glenn Kurban | Lead Partner for US Data & Analytics | Capco
  • Thayer Sylvester | CEO & Co-Founder | Carve Designs
  • Huma Zaidi | Group Director | Walmart

Host:
  • Cherryh Cansler | Vice President of Events | Networld Media Group


| Tech Pavilion Break

| ICX Summit

AI: Tech, Tools & Strategies

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.

Panelists:
  • Laura Edell | Chief Data Scientist | Microsoft
  • Steven King | CEO | Blue Sky Robotics
  • Kelly Morse Nowicki | Administrator | Mayo Clinic Food Service

Moderator:
  • Daniel Brown | Editor | Digital Signage Today

| 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.

In this fireside chat, experts will address how banks can balance KYC regulations while improving the customer experience. 

Panelists:
  • Chris Roede | Attorney | Poyner Spruill LLP
  • Richard Rotondo | Chief Digital Strategist/Consultant | Digital Vision Banking

Moderator:
  • Young Pham | Chief Strategy Officer | CI&T

Sponsored by CI&T

| 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.

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
Presenters:
  • Michelle Castillo | Executive Vice President of Operations | Redial BPO
  • Elder Gonzalez | Vice President of Client Services | Redial BPO

Sponsored by Redial BPO

| Tech Pavilion Break

| Keynote Session

The Future of Retail: Emerging Technologies Revolutionizing the Shopping Experience

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.

Keynote Speaker:
  • Steven King | CEO | Blue Sky Robotics

Keynote Speaker
Steven King
CEO
Blue Sky Robotics


| 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.

  • 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
Hosts:
  • Cherryh Cansler | Vice President of Events | Networld Media Group
  • Bradley Cooper | Editor, ATM Marketplace & Food Truck Operator | Networld Media Group
  • Judy Mottl | Editor, Retail Customer Experience & Rewards That Matter | Networld Media Group


| Networking Event

Meet the Speakers Dinner Party

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.



WEDNESDAY // SEPTEMBER 11, 2024


| Breakfast

| Breakfast Briefing

5 Bite-Sized Steps to Customer Support Efficiency

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.

Presenter:
  • Jay Tchakarov | CEO | Allganize

Sponsored by Allganize
Presenter
Jay Tchakarov
CEO
Allganize


| 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.

Panelists:
  • Alison Brigham | Vice President of Brand Experience & Community Impact | Lee Bank
  • Christine Johnson | Chief Operating Officer | Le Duff America
  • Alex Preece | Co-Founder & CEO | Tillo
  • Darren Spicer | Co-Founder & CEO | Clutch Coffee

Moderator:
  • Judy Mottl | Editor, Retail Customer Experience & Rewards That Matter | Networld Media Group


| 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.

Panelists:
  • Marbue Brown | Founder | The Customer Obsession Advantage
  • David Edelman | Senior Lecturer | Harvard Business School
  • Chris King | CEO | Monster Entertainment
  • Daniel Parker | Technical Services Manager | Kodak Moments

Moderator:
  • Daniel Brown | Editor | Digital Signage Today


| Lunch & Learn

Redefining Banking Experiences: The Confluence of Design and Finance

Presenter:
  • Meghana Joshi | Managing Principal, Irvine | MG2

Sponsored by MG2 Corporation
Presenter
Meghana Joshi
Managing Principal, Irvine
MG2


| 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.

Panelists:
  • Aspen Earley | Events Manager | Rise Brands
  • Andrew Glantz | Founder & CEO | GiftAMeal
  • Amy Hom | Chief Operating Officer | Barcelona Restaurant Group
  • Felix Nater | Security Management Consultant & CEO | Nater Associates
  • Billy Thompson | President- RSAI | Kate's Skating Rinks, LLC

Host:
  • Cherryh Cansler | Vice President of Events | Networld Media Group


| 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.

Panelists:
  • Erin Cohee | VP of Digital Customer Experience | OneUnited Bank
  • John Lowe | Board Member | Jeni's
  • Billy Thompson | President- RSAI | Kate's Skating Rinks, LLC

Moderator:
  • Shelly Chandler | Senior Vice President, Customer Experience | Wells Fargo


| Summits adjourn


View 2023 Agenda