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
ICX Summit: Registration Opens
ICX Tours

- Cherryh Cansler | VP of Events | Networld Media Group
Session Topic – Coming Soon!
Keynote Speaker:- Kimberly Ware | Digital Innovation & Partnership Transformation, North America | Nike

Welcome Reception

TUESDAY // SEPTEMBER 12, 2023
ICX Summit: Registration Opens
Breakfast Briefings

Leveraging Data to Improve the Customer Experience and Journey
Keynote Speaker:- Mark Stutzman | Chief Technology Officer | AREA15

Measuring Your Messaging - For Real
- Devin Cygnar | EVP, Chief Marketing Officer | Northwest Bank
Placing Your Bets on Live-Streamed Shopping
Meeting Your Customers in the Metaverse
- Ramon Bourgeois | CEO (Acting) | Tony Roma's
Using AI to Streamline Customer Experience
Cutting the Hard and Soft Costs of Delivery
Creating a More Inclusive Experience
- Jean-Pierre Lacroix | President | SLD
Sponsored by SLD
Session Topic – Coming Soon!
Session Topic – Coming Soon!
Keynote Speaker:- Erin Cohee | VP of Customer Experience | OneUnited Bank

Improving Customer Loyalty with NFTs
- Steve Lieber | VP Franchise Business Development | BurgerFi
How Banks Can Craft the Customer Journey
- Courtney O'Regan | SVP, Director of Marketing | Middlesex Savings Bank
- Liz Schaaf | VP, Business Line Experience Strategy Manager | Atlantic Union Bank
The Frictionless Customer Journey: Fantasy or Facts?
- Lovell Holloway | General Manager | Kansas City International Airport
- Dan Morton | VP, Guest Experience | Hilton
Wearables and Banking: An Ideal Partnership?
- Casey Christopher | Chief Empowerment Officer | Quontic Bank
- Grace Pace | SVP/Digital Bank | Quontic Bank
Humanizing the Virtual Shopping Experience
- Naser Shahverdi | Founder & CEO | Aria Mall
What’s New in Branch Design?
- Brad Browder | CEO | HTx Services, LLC
Sponsored by HTx Services
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

Cocktail Reception & Dinner Party

WEDNESDAY // SEPTEMBER 13, 2023
Breakfast and Briefings
On the Record with Gen Z
- EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience

Taking Hands-On Experiences Up a Notch
- TJ Schier | Chief Operating Officer | BigShots Golf
What Small Business Owners Want from Banks
- Glenn Murray | Vice President - Strategic Growth | Sutton Payments
What's the Latest and Greatest with Self-Service?
Labor Issues in the Financial World
Session Topic – Coming Soon!

Fixing the Drive-Thru Conundrum
- Alex Ruhter | Co-Founder & CEO | JackBe
Bringing Hospitality Back to Banking
- William Sullivan IV | VP, Sr. Client Experience Manager | Cambridge Trust
CXO Roundtable

View 2022 Agenda