Transforming CX in BFSI and Healthcare: A Recap of Two Unforgettable Exchanges

It has been a busy few weeks for the CX Exchange team. Amongst the mountains in Denver, Colorado, we hosted two CX Exchanges: CX BFSI West, and CX Healthcare West. Both were a huge success, and as such, this week’s newsletter will go through the event highlights, photos, and testimonials. Enjoy!

The CX BFSI USA West Exchange

The CX BFSI West Exchange invited senior CX leaders in finance, financial services, and insurance to Denver Colorado on 17-18 May, to discuss how to advance engagement and connection in a new era of customer excellence.

Highlights:

Relay Network 's Jay Lavin 's and John Thomas presentation on transforming the omni-channel experience through integrating connectivity and accessibility, which explored the intersection of digital and human connectivity to create a frictionless journey.

• The incredible panel discussion: Breaking the Glass Ceiling: Women in CX, moderated by Natasha (Franzen) Bridell from Klarna, joined by Sapana Nanuwa from Galway Holdings, Camilla Matias from Brex, and Vivian Phillips Husband, PhD, CPCU from Blue Shield of California. The boardrooms of finance and insurance organizations are typically male-dominated, with this panel delving into the barriers faced by women in leadership, the strategies to remove bias from the workplace, and reflecting on how harnessing lived experiences can humanize CX for the better.
• Fascinating roundtable discussions on:

1. Empowering customer and employee thinking through generative AI with Parin Kothari from Manulife
2. Driving change with employee experience with David Neves from PGIM
3. The power of CX in research and consumer data with Michael Nevski from Visa
4. Frictionless payments for your merchants with Dr. Tiffany Knight Raymond, PhD from PayPal.

• A networking evening drinks reception, including private hosting by Dry Dock Brewing Co, axe throwing, personalized t-shirts, beer pong, and live music, courtesy of Prosodica.

Sean ?? Albertson from Charles Schwab with a closing keynote on “Preparing Your Analytical Technology Hub for Resolution of Customers’ Known Struggles”.

It was a fantastic and productive few days in Colorado. Thank you to everyone who helped make the event happen – from our sponsors and speakers, our IQPC Exchange CX experts and those they researched with, our Chair David Hicks who guided us through the conference and the wonderful staff at the Hyatt Regency Aurora Denver.

"From start to finish, CX BFSI was a well-managed, valuable event. Starting with theme, topics and agenda, and finishing up with logistics, event management and attendee experience, IQPC did a fantastic job." AVP, Digital Transformation, Manulife.

"The CX BFSI West Exchange was structured so folks across the industry could discuss best practices on hurdles we are all facing. A+ event, I would definitely recommend." Vice President, Global Digital Marketing, PGIM Investments, Prudential Financial

CX Healthcare USA West

The CX Healthcare USA West Exchange, on May 15-16 in Denver, Colorado, delved into humanizing healthcare, protecting front-line employees, and delivering an exceptional experience for all. We were joined by healthcare industry leaders, professionals, and influencers from across the US to dive into the latest trends, strategies and solutions that are driving customer experience in the healthcare sector.

Highlights:

• We had the pleasure of welcoming two brilliant speakers, Amy Compton-Phillips, MD from Press Ganey, Matthew Wells MD, MBA , from Intermountain Health, and Erin Boyd from Talkspace to kick-off this year's Exchange with our brilliant Chair, Denise Wiseman from The PX Community!

Under more pressure than ever to deliver excellent customer experience in the healthcare industry, it was exciting to hear about the application of generative AI tools, like GPT, in business use-cases and personal anecdotes.

• A Women in Healthcare Lunch and Learn which considered the impact of female care and the implications it plays on the wider industry and patient experience, and how it is more important than ever. A fascinating seminal topic led by Denise Venditti DNP, MHA, RN, FACHE, CPXP, LSSBB DNP, from Qualtrics and Andrea Stoesz from Gillette Children's.
• A brilliant case study on 'Moving the Needle: How the US Veterans Affair Set the Industry Standard Through Enterprise & Nation-wide System Transitions’, hosted by Jennifer Purdy, LCSW, CPXP , LCSW, from the U.S. Department of Veterans Affairs.
• ?A country music festival reception, where we enjoyed a country band, whisky tasting, a caricaturist, and hearty food, with plenty of networking and new connections being made!
• ?A thought-provoking panel discussion with Kimberly C. Long, DHA, MSN, FNP, RN, FACHE , DHA, from the Association of California Nurse Leaders (ACNL), Stacey Whiteside from Children's Hospital Colorado, and Phillip Chang from Memorial Hermann Health System on the next generation of healthcare, exploring:

1. Educating at school level to create an understanding of the opportunities in ?healthcare beyond clinical?
2. Financing outreach and developing awareness to instil a sense of opportunity for Gen-Z’s in less advantaged communities?
3. Actively improving the treatment of staff and nurses to retain invested talent?
4. Building partnerships & internal programmes to mould an educated, reliable workforce

• A private tour of the Children's Hospital Colorado, where a group of lucky attendees got the opportunity to get an exclusive and in-depth look at one of the best and most highly regarded children's hospitals the US has to offer.

A massive thank you to our sponsors, attendees, event organizers and staff who made this exceptional event possible!

“The wealth of knowledge and expertise at this exchange was empowering. I felt every session was relevant, a feeling I walked away with a nugget from each.” Director of Patient Experience, Parkview Medical Centre

“The CX Healthcare exchange was one of the best conferences I have attended. Thought provoking, well organized, and a great experience. Met some amazing folks as well.” Chief Medical Officer at Baylor Scott & White Health

Interested in our next editions of CX Healthcare and CX BFSI? We are hosting East coast editions soon, visit our sites below to be involved!

CX Exchange for Banking, Financial Services and Insurance East (cxnetwork.com)