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 retail location in Charlotte that offers a state-of-the-art customer experience.

  • Honeywell’s Customer Experience Center (CXC) Honeywell’s Customer Experience Center 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.

 

Buses 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

Session Topic – Coming Soon!

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

Keynote Speaker
Steven King
CEO
Blue Sky Robotics


| 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

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.

CX INNOVATORS PODCAST: Charleston Shoe Company founder talks customer engagement

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 | Former General Manager | Vantage Airport Group
  • 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.

To get a small taste of what the panelists will discuss, check out this Q&A with the panelists.

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 | None | Furniture Mart
  • Eric Knott | CEO | Tiki Taco
  • Robin Robison | Chief Operating Officer | Modern Restaurant Concepts
  • Alex Tallman | Director, Retail Experience and Education | Fleet Feet

| 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:
  • Alicia Moore | Head of US ATM Product | Visa Global ATM
  • Milissa Tarquini | Head of CX, Design, and Innovation | Truist
  • Namrata Yadav | Academy Executive for Community Advancement | Bank of America


| 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
  • Rachel Smith | Vice President of Marketing | Sky Zone

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

Session Topic – Coming Soon!

Sponsored by DPL

| 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
  • Tarun Jain | Senior Vice President, eCommerce & Omnichannel | Walmart
  • Glenn Kurban | Lead Partner for US Data & Analytics | Capco
  • TJ Stein | Head of CX | Everlane


| 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 Scientest | Microsoft
  • Steven King | CEO | Blue Sky Robotics

| 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. 

Panelists:
  • Chris Roede | Attorney | Poyner Spruill LLP
  • Richard Rotondo | VP-Digital Banking Manager | American Commerce Bank-Monesty

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

Sponsored by CI&T

| Tech Pavilion Break

| General Session

Safety First: Creating a Better Experience for Staff and Customers

The safety of employees and customers is front and center in retail, hospitality and consumer banking environments given the rise ofretail store incidents in 2023. How can each industry create a safer experience? 

This panel of experts will discuss what you can do to eliminate safety concerns, along with various strategies to make employees and managers better aware of potential safety threats.


| 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.

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

Sponsored by Redial BPO

| 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 at Mimosa Grill. Located in the heart of Uptown Charlotte, Mimosa Grill offers fine, Southern cuisine in a casually sophisticated ambiance. Executive Chef Thomas Marlow, has created a seasonal menu that features a "farm to plate" signature style by using only the best of locally raised and grown ingredients.

The restaurant is a 5-minute walk from the hotel. 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.

Panelists:
  • 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


| 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
  • Chris King | CEO | Monster Entertainment
  • Daniel Parker | Technical Services Manager | Kodak Moments


| 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.

Panelists:
  • Andrew Glantz | Founder & CEO | GiftAMeal
  • Amy Hom | Chief Operating Officer | Barcelona Restaurant Group
  • Billy Thompson | President- RSAI | Kate's Skating Rinks, LLC


| 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
  • Mike Rotondo | CEO | Indoor Active Brands
  • Billy Thompson | President- RSAI | Kate's Skating Rinks, LLC


| Summits adjourn


View 2023 Agenda