14th Annual Customer Experience Strategies Summit (CXS)
This year’s Customer Experience Strategies Summit is all about turning CX vision into action. Explore new ways to elevate customer success, streamline digital journeys, and drive measurable impact. Stop by ASAPP’s booth to see how AI is helping CX leaders scale smarter and serve better.
Join ASAPP in Toronto
About the event
The 14th Annual Customer Experience Strategies Summit brings together CX and CS leaders for two days of actionable insights, interactive sessions, and peer-driven learning. From designing seamless digital journeys to aligning customer success with business growth, this is where customer experience strategy moves from ideas to execution.
Learn about Tangerine's agentic AI journey and visit us at booth 4
Keynote
Inside the journey: Tangerine’s agentic AI roadmap for customer experience
Date & Time: May 29, 2025 @ 2:30 pm ET
In this fireside chat, Harry Clapham, Director of Operations Strategy and Enablement from Tangerine, will share an inside look at how his team has built an AI roadmap to elevate customer experience in banking. From setting early priorities to selecting the right partner, Harry will reflect on the decisions and discussions that are shaping their approach. The session will explore how clear alignment, trusted expertise, and long-term vision are laying the groundwork for future impact.
- Tangerine’s approach to developing its agentic AI roadmap
- How they evaluated and chose a vendor positioned to support long-term goals
- The process of building internal confidence and momentum in the program
- How the program balanced innovation with governance of risk and compliance
- What future-ready looks like: laying the foundation for scale and adaptability
Meet the speakers
Max Black is a sales leader at ASAPP who owns strategic customer relationships across financial services, utilities, retail, and other sectors for the firm. An early employee of ASAPP from 2017, Max founded the Customer Success function and also led Solutions Engineering, playing a key role in growing the company’s impact to customers and refining its approach to value delivery and technical solutioning. Prior to ASAPP, he worked on some of the earliest enterprise AI transformations at IBM Watson Group for multinational clients across sectors.
Harry Clapham is a transformational leader with global experience driving innovation in financial services. At Tangerine, he leads the bank’s multi-year strategy to elevate customer service through AI, automation, and digital modernization. Prior to Tangerine, Harry held senior roles at HSBC and first direct, where he led large-scale CX and operational change initiatives across Canada, the UK, and Asia.
What can ASAPP do for you?
GenerativeAgent® is the most capable customer service AI agent you’ve ever met. It resolves complex customer issues on its own over voice or chat. Using an innovative human-AI collaboration model, if it gets stuck, it asks a human for help - without making the customer start over.
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GenerativeAgent is on duty 24/7 and scales instantly to meet demand.
First contact resolution
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Save your human agents for higher-value interactions.
Self-service increase
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Gain limitless capacity to serve customers without increasing costs.
Cost reduction per chat
