ONE BADGE. TWO EVENTS.
Interactive Customer Experience (ICX) Summit will be co-located with the Bank Customer Experience (BCX) Summit, which runs Sept. 12-13. 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 11, 2023
| Registration
ICX Summit: Registration Opens
All attendees, sponsors and speakers must check in at the registration desk and pick up a name badge. Please wear your badge at all times during the Summit.
| Offsite Event
ICX Tours
Join us as we explore retail locations in Charlotte that offer state-of-the-art customer experiences.
| Welcome & Opening Remarks
Host:- Cherryh Cansler | VP of Events | Networld Media Group
| Opening Keynote
Session Topic – Coming Soon!
Keynote Speaker:- Kimberly Ware | Digital Innovation & Partnership Transformation, North America | Nike
Keynote Speaker
Kimberly Ware
Digital Innovation & Partnership Transformation, North America
Nike
| Networking Event
Welcome Reception
Get to know the other attendees during our cocktail hour which includes live music and appetizers.
TUESDAY // SEPTEMBER 12, 2023
| Registration
ICX Summit: Registration Opens
Be sure to check in at the registration desk and pick up your name badge if you haven’t already.
| General Session
Breakfast Briefings
Grab some breakfast in the foyer and join us in the ballroom for two short talks covering customer experience issues or case studies.
| Opening Remarks
| Keynote Session
Leveraging Data to Improve the Customer Experience and Journey
Keynote Speaker:- Mark Stutzman | Chief Technology Officer | AREA15
Keynote Speaker
Mark Stutzman
Chief Technology Officer
AREA15
| Refreshment Break
| ICX Summit
Measuring Your Messaging - For Real
Retailers have access to more data than ever, which means they can more easily measure how their messages and campaigns are driving traffic and sales. With so many vendors and platforms making big promises, however, it may be confusing for a retailer to know which platform will work best for them. This session will help attendees figure out what questions to ask possible partners.
Panelist:- Devin Cygnar | EVP, Chief Marketing Officer | Northwest Bank
| ICX Summit
Placing Your Bets on Live-Streamed Shopping
Although live-streamed shopping, which adapts the QVC model of televised home shopping to the digital era, has seen popularity in the Asia-Pacific as well as in China, the trend has been less prevalent in the U.S. That may change, however, as revenue from U.S. live-streamed shopping grew to $20 billion last year from $6 billion in 2020. Experts predicate that number to hit $57 billion by 2025, so retailers getting in on the trend early may have the advantage. This session features advice from executives who are already placing their bets on the medium.
| Refreshment Break
| ICX Summit
Meeting Your Customers in the Metaverse
The metaverse market will reach nearly $800 billion by 2024, and mixed/extended reality (XR) is driving it, according to Bloomberg Intelligence. Considering that recent research revealed that nearly 64% of all consumers have purchased a virtual good or taken part in a virtual experience or service in the past year, brands must meet their consumers in the metaverse. But how do they do that? What is the cost? Is it worth it? These are just a few questions that will be addressed.
Panelist:- Ramon Bourgeois | CEO (Acting) | Tony Roma's
| ICX Summit
Using AI to Streamline Customer Experience
Although many brands are exploring AI to cut labor costs and enhance the customer experience, others are taking it a step further. This session not only reveals how AI can streamline the customer experience but also how it can generate data-driven customer insights, offer proactive customer service and prevent employee burnout.
| BCX Summit: Registration Opens
| Refreshment Break
| ICX Summit
Cutting the Hard and Soft Costs of Delivery
Retailers that don't offer delivery are missing a huge chunk of business, but the costs and operational challenges often associated with the service can deter even the most innovative businesses. This session will explore how to not only keep costs down but how to add delivery without totally reinventing the operations model.
| ICX Summit
Creating a More Inclusive Experience
Keeping the needs of all customers top of mind is important when designing your brand's physical space, but it's easier said than done, considering those needs differ from person to person. This panel, however, reveals findings from a recent study that not only defines inclusiveness in the context of the retailer or bank branch's physical design but also explores how specific design elements contribute to creating an inclusive or exclusive customer environment as well as how various visual communication tools and digital touchpoints hinder and improve inclusiveness for diverse customer groups. Lastly, the group shares stories about how inclusive retail store design initiatives impact customer satisfaction, employee satisfaction, customer advocacy and engagement.
Moderator:- Jean-Pierre Lacroix | President | SLD
Sponsored by SLD
| Lunch & Learn
Session Topic – Coming Soon!
| Keynote Session
Session Topic – Coming Soon!
Keynote Speaker:- Erin Cohee | VP of Customer Experience | OneUnited Bank
Keynote Speaker
Erin Cohee
VP of Customer Experience
OneUnited Bank
| Refreshment Break
| ICX Summit
Improving Customer Loyalty with NFTs
Although 39% of media planners polled by Hubspot said they viewed NFTs as the best return on investment of any channel in their media mixes, they remain unexplored territory for many marketers. This session dives into how NFT-based marketing can help brands improve customer loyalty and increase revenue.
Panelist:- Steve Lieber | VP Franchise Business Development | BurgerFi
| BCX Summit
How Banks Can Craft the Customer Journey
Banks have made efforts to improve customer experience, especially building a customer journey. However, many customers feel disconnected to their banks. How can banks fix this issue? In this panel, experts will discuss best practices to create a frictionless customer journey which guides the customer from onboarding to deeper engagement. They will discuss how this can boost the bank's overall brand and create loyal customers.
Panelists:- Courtney O'Regan | SVP, Director of Marketing | Middlesex Savings Bank
- Liz Schaaf | VP, Business Line Experience Strategy Manager | Atlantic Union Bank
| Refreshment Break
| ICX Summit
The Frictionless Customer Journey: Fantasy or Facts?
Although companies have been racing to ditch all-things friction, some brands are realizing that giving customers a little more time during their shopping journey is exactly what they crave. The key, however, is to cut friction when necessary to avoid lost sales but to also use it to create a higher sense of value or reduce return rates.
Panelists:- Lovell Holloway | General Manager | Kansas City International Airport
- Dan Morton | VP, Guest Experience | Hilton
| BCX Summit
Wearables and Banking: An Ideal Partnership?
As the popularity of wearables continues to grow, many industries are exploring the possibilities of incorporating these devices into their offerings. One area where wearables have the potential to make a significant impact is banking. In this session, panelists will discuss the potential benefits and challenges of wearables as a banking channel. They’ll also examine how wearables are being used in the industry today and explore the most promising use cases for the future.
Panelists:- Casey Christopher | Chief Empowerment Officer | Quontic Bank
- Grace Pace | SVP/Digital Bank | Quontic Bank
| Refreshment Break
| ICX Summit
Humanizing the Virtual Shopping Experience
Although online shopping is known for being quick and easy, a business’s ability to take an experiential approach by building new ways to interact with customers on a human level is becoming a point of differentiation for brands hoping to attract loyal online customers. This session features retailers who not only understand the concept but have used it to increase online transactions.
Panelist:- Naser Shahverdi | Founder & CEO | Aria Mall
| BCX Summit
What’s New in Branch Design?
Although the importance of developing digital banking strategies cannot be ignored, it would be a mistake to ignore the changes happening inside the bank’s four walls. This session reveals how banks are using self-service technology to help customers move more easily through their transactions as well as creating multi-functional spaces that benefit both employees and customers. It also touches on upcoming trends such as smaller footprints and even pop-up sites.
Moderator:- Brad Browder | CEO | HTx Services, LLC
Sponsored by HTx Services
| Awards Presentation
Elevate & BCX Awards
Help us honor several retailers and vendors that have created or implemented technologies that elevate the customer experience.
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.
The ICX Association Elevate Awards honor the individuals and organizations that are pacesetters in using technology to elevate the customer experience.
Nominations are now open!
Nomination Deadline: June 2, 2023
| Networking Event
Cocktail Reception & Dinner Party
After a full day of inspiring sessions, get ready for an evening of cocktails, food and fun!
WEDNESDAY // SEPTEMBER 13, 2023
| General Session
Breakfast and Briefings
Learn a bit more about industry trends as you enjoy coffee and breakfast.
| General Session
On the Record with Gen Z
Just when you figured out how to engage millennials, along came Gen Z, which is a completely different cohort. Luckily, we've partnered with apc to do quite a bit of research about these young consumers (ages 10-22) and their brand preferences, how they want to be marketed to and what it takes to turn them into lifelong fans. We'll not only reveal those learnings but also host a live on-stage focus group starring several coming-of-age consumers who will give us the scoop in real time.
Presenter:- EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience
| Refreshment Break
| ICX Summit
Taking Hands-On Experiences Up a Notch
Shopping has turned into a hands-on experience with customers wanting to feel, touch, taste and even help create their favorite products. Customer experience experts on this panel share how they are meeting those needs without always breaking the budget.
Panelist:- TJ Schier | Chief Operating Officer | BigShots Golf
| BCX Summit
What Small Business Owners Want from Banks
Banks trying to capture the wallet share of small business owners won’t want to miss this session featuring restaurant and retail executives weighing in on not only what they need from their banking institutions, but exactly what it would take for them to switch providers.
Panelist:- Glenn Murray | Vice President - Strategic Growth | Sutton Payments
| Refreshment Break
| ICX Summit
What's the Latest and Greatest with Self-Service?
Customers want the power to do things for themselves, but they also want on-demand help when needed. This session discusses pitfalls to avoid when providing self-service experiences and what technologies can help operators align multiple data streams.
Sponsored by Code Factory SL | BCX Summit
Labor Issues in the Financial World
Labor shortages are a major issue across every industry these days, but financial institutions have been hit especially hard. Salary increases and bonuses have not been enough to entice banking employees to stay in the industry. And that's just the beginning, considering the cost it takes to onboard and train new employees. This session looks at a variety of innovative ways to solve the labor problem from recruitment and onboarding to training and retention.
| Lunch & Learn
Session Topic – Coming Soon!
| ICX Summit
Fixing the Drive-Thru Conundrum
Drive-thrus have gotten what many would argue a well-deserved bad reputation over the years, but that's changing as customers expect great service even from their cars. Restaurants and retailers can no longer afford to "phone it in," so this session explores how to bring your A-game to the drive-thru using technology and a little ingenuity.
Panelist:- Alex Ruhter | Co-Founder & CEO | JackBe
| BCX Summit
Bringing Hospitality Back to Banking
Brick-and-mortar banks aren't exactly known for providing the most consumer-friendly experiences, but some companies are trying to change that by implementing more user-friendly onboarding programs while also pairing client satisfaction and business development objectives together. This panel of experts discusses how they've recently rolled out new directives to help customers feel more at homes in their banks.
Panelist:- William Sullivan IV | VP, Sr. Client Experience Manager | Cambridge Trust
| Refreshment Break
| General Session
CXO Roundtable
This session brings together industry leaders across the retail, banking, restaurant and hospitality industries to reveal customer experience strategies and predictions of what’s coming next.
| Summit adjourns
View 2022 Agenda
