13-14 October 2026 | InterContinental Miami, Florida

As customer expectations evolve and AI rapidly transforms financial services, the CX BFSI Exchange East will bring together senior customer experience, digital, operations and service leaders from across banking, financial services, fintech and credit unions to address the industry's most pressing challenges.

Taking place on 13-14 October 2026 at the InterContinental Miami, the invitation-only event welcomes a carefully curated group of senior decision-makers responsible for driving customer-centric transformation across the North American financial services sector.

What is an Exchange?

Unlike traditional conferences, the CX BFSI Exchange East is built around meaningful peer-to-peer engagement, personalized learning and targeted networking.

Instead of large audiences and exhibition halls, an Exchange offers:

• An exclusive, invitation-only audience of senior leaders

• Personalized and pre-arranged one-to-one business meetings schedules aligned to individual business priorities

• Interactive roundtables and Think Tank discussions

• Dedicated networking receptions and peer benchmarking opportunities

• A no-press environment that encourages open and honest conversation

This highly curated approach allows participants to focus on practical solutions, share real-world challenges and develop valuable industry connections.

Exploring the future of customer experience in financial services

The 2026 agenda has been developed to help organizations navigate a period of unprecedented change, where customer trust, digital innovation and operational efficiency are increasingly interconnected.

Key themes include:

• Scaling AI responsibly to deliver measurable business outcomes

• Transforming customer insights into strategic business influence

• Driving experience-led growth and demonstrating CX ROI

• Reducing friction across digital customer journeys

• Modernizing contact centres through AI and automation

• Embedding customer-centric cultures that enable long-term transformation

These discussions will provide practical strategies for leaders looking to improve customer loyalty, operational performance and competitive differentiation.

Attendees will hear from an expert faculty representing some of the most recognised names in financial services, including JPMorgan Chase, U.S. Bank, Citi, Chime, Eastern Bank, TD Bank, M&T Bank and Citizens, amongst others. 

Who should attend?

The CX BFSI Exchange East is designed for senior leaders responsible for:

• Customer Experience

• Customer Service

• Digital Transformation

• Operations

• Contact Centre Strategy

• Data & Analytics

• Innovation

• Customer Insights

All delegates are carefully vetted to ensure high-quality discussions and meaningful networking opportunities.

Secure your place and discover what's next for customer experience in financial services

• Download the Event Guide to explore the full agenda and speakers: https://bit.ly/4y7WU1d 

• Request an Invite to join this exclusive event: https://bit.ly/4gY7nWN 

• Solution providers can enquire now to connect with senior decision-makers and explore partnership opportunities: https://bit.ly/4y5JmDd 

*Places are limited and participation is by approval only.