CXFS 2024

July 15 - 16, 2024

The Westin Copley Place, Boston, MA

Whitepaper & Video Center

Unlock Your Conversational Data

Extract actionable insights from any customer interaction at scale, and transform your multi-channel conversational data into a strategic asset.


Say Goodbye to Bill Confusion in Financial Services with GenAI

Customers expect extraordinary experiences from brands they love. To keep pace with today’s fast-moving omnichannel environment, businesses need to take the bill to payment journey beyond a transactional experience. Join this conversation between Adrian Swinscoe, best-selling author and host of Punk CX Podcast, and Mark Smith, CSG’s journey expert with 25 years’ experience to connect the dots between bill clarity and delivering exceptional customer experience at scale. Hear proven use cases from financial services that deliver measurable results for your business with a quick time to value. Walk away with a plan on how to adopt Generative AI to improve your CX and decrease call center volume at scale, while protecting customer information securely. 


Talkdesk 2024 CX in Banking survey: An industry benchmark

The Talkdesk 2024 CX in Banking Survey explores the progress banks and credit unions have made toward delivering more personalized services with artificial intelligence (AI) and unifying customer experiences across communication channels and touchpoints. The survey examines the success factors for a fully unified customer experience powered by AI, and an industry-wide view of where banks and credit unions fall on the spectrum of CX maturity


OnTrac Case Study

When faced with explosive growth challenges, OnTrac enlisted the services of OpsTalent to scale rapidly without compromising quality. An exceptional partnership was forged based on similar company values and culture. This winning formula was quickly recognized with OnTrac achieving due industry recognition and awards.


Defining a Loyalty North Star for RBC with Moments that Matter

Bond conducts proprietary moments that matter research to gain insights and prioritize/recommend areas of opportunity for RBC as they continue to evolve their Avion Rewards loyalty program.


The CMO's Customer Experience (CX) Playbook (delivered by BlastX Consulting)

The customer experience (CX) is a big deal for brands, but there's a divide between what companies think about their CX and what customers actually experience. As a CMO, it's important to bridge this divide by putting the customer first and building a CX strategy that's human-centered. This means using technology and data to enhance the customer journey, but not at the expense of personalization and empathy. Read the playbook for 5 essentials that will help your organization bridge the CX divide to create and sustain the competitive advantage for your brand


The Future of Financial Services

Learn what challenges 500 CX leaders in financial services are facing and where they’re focusing to improve the customer experience in this survey CSG commissioned with Forrester Consulting.


Turn Your Frontline into Superior Digital Advocates

Frontline staff are a key component of driving digital growth. Learn how to Turn Your Frontline into Superior Digital Advocates by downloading this whitepaper today!


Support the frontline employee experience. Transform the customer experience.

Learn how Pathstream, the leading provider of frontline employee retention and career mobility solutions, can help support the frontline employee experience and transform the customer experience.


Parques Reunidos deploys global VoC program with OPINATOR

PARQUES REUNIDOS GROUP is one of the world’s leading operators of amusement parks. It currently operates more than 50 parks in countries such as USA, Spain, France, Germany, UK, Italy, Norway, Denmark and Australia. The immediacy of the information and the variety of insights of high strategic value have allowed PARQUES REUNIDOS to develop an unified monitoring of all its parks around the world, turning customer knowledge into vital KPIs for the group’s decision making worldwide. Download this new Case Study and learn all the keys and challenges of implementing a Global VoC program.


NGCX 2023 Innovation Briefing

Our latest innovation briefing offers practical guidance and actionable advice for companies looking to enhance their customer experience and drive business growth. Whether you’re in the finance, healthcare, retail, or any other industry, this report provides valuable insights into how to cultivate a culture of customer experience that will help you stay ahead of the competition and keep your customers loyal.


CXFS 2023 Innovation Briefing

In this CXFS Innovation Briefing, we delve into the ongoing transformation of customer experience in the financial industry, explore the optimization efforts underway, and provide insights into how you can implement similar strategies in your own organization.


Customer experience in the 2023 financial services market

Customers of banking, insurance, and capital markets firms have increasingly adopted digital as a means of conducting transactions and engaging with their service providers. Now, companies have had time to perfect their digital and in-person customer experience initiatives and identify challenges. This report explores how financial services firms have adapted their CX strategies over the past year. It provides comparisons to results from last year’s study to identify key trends in budget allocation, technology prioritization, and more.


Challenges and opportunities among digital native businesses

Consumers and B2B companies have increasingly adopted digital channels as avenues to communicate with companies, make purchases, and monitor their services. This shift has led to the emergence of “digital native” companies—companies that are born in the cloud, conduct all their business online, and have no physical location for sales or customer service. This report explores how digital native companies are performing in terms of lead gen, customer journey orchestration, customer support, and customer loyalty. It also reveals the current technologies these companies are using to facilitate their operations, and it identifies key challenges and opportunities specific to digital native businesses.


Acquisition, Engagement, and Loyalty in the Financial Sector: How Financial Institutions Can Build Pathways to Lifetime Customer Value

“Consumers are growing increasingly alienated by legacy banking models that have failed to embrace digital transformation and integrate more modern, frictionless, and mobile-native experiences,” Forbes describes. But digital also offers more opportunities to build holistic relationships with customers—from the point of acquisition and through those customers’ lifelong relationships with FIs. This special WBR Insights research report explores how FIs can successfully manage the customer experience to generate continuing value for the business. It also analyzes emerging opportunities for FIs looking to implement a next-generation digital strategy.



Want even more reading material? View whitepapers and reports from our 2019 event.

2022 Media Center