AGENDA

Consumers don't need economists to tell them how they feel. Even as some economic indicators improve, JD Power's Polaris research shows that many Americans continue to struggle with affordability, depleted savings, financial uncertainty, and concerns about the future. This session explores the "Vibe Recession" and what consumers are telling us about the realities shaping their financial confidence, decisions, and expectations of financial institutions. 

• The financial realities facing consumers who continue to struggle with affordability and financial resilience.
• The evolving wealth management and advice needs of affluent and emerging affluent customers.
• How to grow share of wallet and strengthen loyalty by delivering the right experiences and guidance to both ends of the market.

How Gen Z and Millennials are reshaping expectations around P2P transfers, debit cards, BNPL, and digital wallets — and what banks and fintechs must do to keep up.

Customer behavior is shifting in ways that aren’t always visible in traditional metrics – these trends reflect broader shifts in declining satisfaction with key service moments, evolving expectations for transparency, and the growing tension between digital efficiency and human connection.

• Wallet share is leaking quietly, not loudly. Learn how customers gradually move money and open accounts elsewhere without ever closing the original — leaving many banks "primary" in name only.
• Understand the extent to which the most valuable customers (younger, affluent, financially healthy) are leaving first.
• Learn how to quantify who is disintermediating and how avoidable it is, with a framework to shift from reactive retention to proactive defense of primary relationships and wallet share.

• The new playbook: How fintechs acquire customers at scale.
• How to compete: Close experience gaps and personalize like fintechs do.

Virtual assistants are evolving from simple Q&A tools into intelligent digital agents that help customers solve problems, complete tasks, and navigate financial journeys. Drawing on customer research and industry examples, this session explores what drives usage and user experience, along with the key lessons financial institutions can apply to improve digital service experiences.

• How consumers are using AI to make financial decisions.
• Where human expertise still matters most.
• What the future of AI-enabled banking and advice could look like.

Fireside chat with Anthony Elian, Tony will discuss the lates outlook on the mid- and small cap bank sector, investor feedback, bank M&A, common characteristics of banks that lead on customer satisfaction, how smaller banks can compete and how smaller banks stack up on AI.

• What younger consumers expect from their primary financial institution.
• Why some banks are winning the battle for the next generation while others are falling behind.
• Strategies to attract, engage, and retain younger account holders.

The biggest threat to customer loyalty may not be your competition. It's a customer life event. Moving to a new city. Starting a new family. Changing jobs. Facing financial hardship. Planning for retirement. These moments often reset financial priorities and create a rare opportunity for customers to rethink who they trust with their money. 

For financial institutions, life events can be moment of significant risk or tremendous opportunity. Organizations that recognize changing needs and respond with timely, relevant support can strengthen relationships and drive long-term growth. Those that miss the moment may lose customers all together. Let's explore the life events that most influence financial behavior, the signals that indicate change may be underway, and the strategies leading institutions are using to deliver meaningful experiences when customers need them most. 

How to Capture the Hearts and Minds of Young Debit Consumers: Understand how younger consumers are using (and not using) debit, and what specific debit product features and services drive loyalty and satisfaction with this all-important demographic segment.

 Younger borrowers (Gen Y/Z) shop digitally and crave guidance, and banks beat non-banks on the exact needs that win them: trust, technology perception, personalization, and the next loan.

• Trillions in assets are shifting hands. We'll show you how to retain existing clients and compete for younger investors.
• Retaining clients: Strategies for long-term asset retention.
• Winning younger clients: How Gen Y and Gen Z are reshaping investor expectations.

When customers encounter a problem, every interaction matters. This session explores how issue resolution influences customer satisfaction, loyalty, and long-term relationship value. Drawing on JD Power data and intelligence, we'll examine what separates organizations that strengthen relationships during moments of friction from those that drive customers away, and identify the service strategies that have the greatest impact on retention and advocacy.