At last year’s CXS Summit, Anita Ghosh of Bridgr moderated a discussion with Regina Warga of NY Life Financial about enhancing customer experience in financial services. They highlighted:

• Resistance and the need for a comprehensive toolkit
• The importance of human skills and addressing gaps in technology
• A strong design culture and effective product management are key to success.

Ongoing research reveals customer expectations, while change management relies on internal support. Emotional data balances metrics with customer feelings, and ethnographic research helps uncover customer needs

Join us at the 2025 DIGITAL CUSTOMER EXPERIENCE Summit on November 12 & 13, 2025, at Hyatt Regency Toronto, ON. Discover the latest strategies in digital transformation, connect with CX leaders from across industries, and explore innovations in AI, personalization, and omnichannel engagement that are redefining the future of customer experience.