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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

MONDAY // SEPTEMBER 11, 2023


| ICX Summit: Registration Opens

| Offsite Event

ICX Tours

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


| Opening Keynote

Session Topic – Coming Soon!


| Networking Event

Welcome Reception

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



TUESDAY // SEPTEMBER 12, 2023


| ICX Summit: Registration Opens

| 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

Session Topic – Coming Soon!


| 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.

| 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.

| ICX Summit

Session Topic – Coming Soon!


| BCX Summit: Registration Opens

| Refreshment Break

| ICX Summit

Humanizing the 3D Virtual Shopping Experience

Clienteling is nothing new, but virtual clienteling, a  business’ ability to provide personalized experiences through ongoing one-to-one communication, 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.

| ICX Summit

Fraud Happens: How to Protect Your Online Customers

Purchases made via phone, internet or mail-order using stolen cards will continue to climb, surpassing $10 billion by 2024, according to Insider Intelligence. With in-store payments increasingly becoming safer, ecommerce has become a ripe target for malicious actors, which can create a heavy burden for merchants and issuers, who may see losses hurt bottom lines and erode customer loyalty.

This session looks at the ongoing innovation in the fraud prevention space.


| Lunch & Learn

Session Topic – Coming Soon!


| Keynote Session

Session Topic – Coming Soon!


| Refreshment Break

| ICX Summit

Improving Customer Loyalty with NFS

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.

| BCX Summit

Buying Crypto at the ATM

Cryptocurrency ATMs are everywhere nowadays, but with cryptocurrency's volatility, are they really worth it?

Learn all about cryptocurrency ATMs, how they work, their risks and how to use them to their full potential.


| Refreshment Break

| ICX Summit

Session Topic – Coming Soon!

| BCX Summit

Wearables and Banking: An Ideal Partnership?

Wearables are continuing to grow in popularity, but can they make waves in banking?

Learn all about banking wearables during this session.


| Refreshment Break

| BCX Summit

Session Topic – Coming Soon!

| 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.


| 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.


| Offsite Event

Cocktail/Dinner Party

After a full day of inspiring sessions, get ready for an evening of cocktails, food and fun!

This private dinner party is included with your Summit registration at no additional cost. Transportation will be provided.



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 ATH Power to do quite a bit of research about these young consumers (agest 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.


| Refreshment Break

| ICX Summit

Session Topic – Coming Soon!

| 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.

| Refreshment Break

| ICX Summit

Session Topic – Coming Soon!

| 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.

This session looks at a variety of innovative ways to solve the labor problem.


| Lunch & Learn

Session Topic – Coming Soon!


| ICX Summit

Session Topic – Coming Soon!

| BCX Summit

Session Topic – Coming Soon!


| 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