October 20, 2022
Hybrid Event
8:30-4:30PM ET
Dive into the tools/technologies enabling better CX & learn how to leverage them to enrich “the human factor”.
Agenda | Location


Digital transformation is all about serving customers better. As financial services firms embrace technology-driven customer-centricity, their success hinges on knowing which technologies to select, implement, and deploy, and putting in place the organizational structures, policies, and processes that allow them to take full advantage of these technologies.


Morning Session | Enabling Tools & Technologies for World-Class Customer-Centricity
This morning session focuses on the tools and technologies that give financial services firms the ability to deliver a superlative customer experience (CX).
Specific areas of focus include:

  • Specific areas of focus include:
  • Next-generation collaboration
  • AR/VR/holography
  • The metaverse as customer paradigm
  • Beyond bots: AI and advanced digital service
  • Securing social media and collaboration interactions
  • Effective analytics: Voice analytics, deepfake protection, customer analytics, and voice recognition for customer validation/authentication
  • Internet of Behaviors (IoB)

Afternoon Session | The Human Factor of Customer-Facing Technologies
This afternoon session focuses on how to imbue emerging customer-facing technologies with “the human factor”: positioning them in the service of building, deepening, and enriching human relationships.
Specific areas of focus include:

  • Cross-channel, multiplatform connectivity: it’s not just about building a slick user interface; all channels have to get behind incorporating digital as part of their dialogue with clients, and providing the client with a seamless digital experience
  • Integration tools, technologies, and processes
  • Organizing around analytics: turning a technology capability into a business transformation enabler
  • Privacy and digital ethics: how do you protect customer information at the same time you leverage it for enhanced user experience?
  • Automating compliance
  • Effective customer engagement


8:30AM-8:55AM Breakfast and Morning Registration

8:55AM-9:00AM WSTA Introductions

9:00AM-9:15AM Industry Perspectives

9:15AM-9:35AM Platinum Sponsor Presentation

9:35AM-9:55AM Platinum Sponsor Presentation

9:55AM-10:15AM Platinum Sponsor Presentation

10:15AM-10:40AM Demo Area Visit & Platinum Sponsor Breakout Rooms for Virtual Attendees

10:40AM-11:00AM Presentation

11:00AM-11:20AM Presentation

11:20AM-12:20PM Panel Discussion

12:20PM-1:10PM Lunch and Afternoon Registration

1:10PM-1:25PM Industry Perspectives

1:25PM-1:45PM Platinum Sponsor Presentation

1:45PM-2:05PM Platinum Sponsor Presentation

2:05PM-2:25PM Platinum Sponsor Presentation

2:25PM-2:50PM Demo Area Visit & Platinum Sponsor Breakout Rooms for Virtual Attendees

2:50PM-3:10PM Presentation

3:10PM-3:30PM Presentation

3:30PM-4:30PM Panel Discussion

4:30PM- Event Concludes

Eligible for CPE Credits
Earn CPE Credits at this event! Click here for more details.

Convene - Downtown Liberty
1 Liberty Plaza
New York, NY