In the era of “infinite personalization,” financial institutions are under intense pressure to deliver digital experiences that feel truly tailored—yet traditional journeys often fall short, leaving teams unsure where to act first,

This workshop introduces the CX Opportunity Map, a practical prioritization framework that helps financial services leaders navigate emerging terrains: generative interfaces (GenUIs) and cross-device experiences. The framework—featured at UVA’s Darden School of Business and created by Top 40 Under 40 Mobile Innovator Nate Wootten—cuts through the noise to highlight where customer expectations and actual satisfaction diverge.

Attendees will learn how:

• To use the CX Opportunity Map to identify high-impact CX gaps
• A Fortune 500 financial services company used the framework to invest confidently in GenUI and multi-device experiences
• Cross-platform technologies like Flutter can support every stage of the customer journey

You’ll leave with a ready-to-use template and a sharper, more actionable way to align your CX roadmap with what customers value most—while building loyalty in an increasingly competitive market.