About the event
CXFS 2026 brings together senior CX, digital, and data leaders from across Canadian financial services including banking, insurance, wealth management, and fintech.
The two-day programme features AI-driven personalisation, agentic automation, omnichannel customer journeys, data strategy, and regulatory alignment through a mix of keynotes, case studies, and peer-led roundtables.
What to expect from us
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See how our Self-Learning Agentic CX Platform turns every customer interaction into an improvement opportunity - automatically. No manual tuning, no professional services. Contact centres stuck at 65% call resolution don't have to stay there. -
Get a clear look at our Agentic AI Adoption Framework gives - the structured contact center leaders use to deploy agentic AI at scale, with the governance, risk controls, and audit trail compliance teams actually need. Glass box by design, not bolted on after the fact.
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Experience live demos of Voice and Chat Agents, CSR CoPilot, Authentication Agents, and Lexis - our native generative TTS engine built directly into our platform, with sub-45ms first-audio latency and zero third-party audio exposure. Voice quality isn't cosmetic: it's the first thing that determines whether a call stays contained.. -
See why enterprises like Discover, Taco Bell, Purolator and PSEG run their contact centers on Omilia and how the same architecture applies to yours.
The Self-Learning CX Platform: Proof Over Promises
Date: Wednesday, 23 September 2026 | Time: 4 – 4:30PM
Analysts are predicting most agentic AI projects will be cancelled within the next two years, not because the category lacks promise, but because most vendors are selling a demo, not a deployment. For financial services CX leaders under pressure to show ROI while satisfying risk and compliance, that gap matters. This session breaks down what separates durable agentic AI from the rest: deterministic, auditable behaviour with a full decision trail; self-learning that proposes improvements for human sign-off rather than tuning itself unsupervised; and full-stack control with no third-party model dependencies. Drawing on real deployments: a top-10 card issuer that moved containment from 66% to 78% for $50M in annual savings, and a captive auto lender that hit 55% containment on day one after two other platforms failed, we’ll show what compounding improvement actually looks like. Attendees leave with five concrete questions to ask any AI vendor before signing.
Henry Pezzo is Sales Director at Omilia, where he works with organizations to transform customer experience through Agentic AI. Henry has partnered with global brands navigating the shift from legacy IVR and rule-based automation to intelligent systems that understand, decide, and act autonomously.
By leveraging Omilia’s Agentic AI platform that autonomously resolves customer intent, and learns from every interaction across voice and digital channels, he delivers measurable business impact.
With deep experience in enterprise technology and AI, Henry is passionate about helping organizations modernize CX, reduce operational friction, and unlock real, scalable impact – not just innovation headlines.