BAI Contact Center Executive Roundtable

In an effort to foster meaningful connections for senior leaders, BAI created the Contact Center Executive Roundtable. Now in its fifth year, this unique program facilitates strategic dialogue for senior contact center leaders within the financial services industry.


This is the only peer networking group of its kind, focusing exclusively on senior contact center executives in retail banking. Past participants include executives from top national banks, such as: Bank of America, BMO, CitiGroup, Bank of the West, Fifth Third Bank, PNC Bank, and more. 

To help contact center leaders understand and face emerging challenges head on, the BAI Contact Center Executive Roundtable and Conference Calls for 2016 will focus on: Evolving metrics to better measure the success of the new omnichannel contact centers, leveraging holistic customer journey mapping to deliver excellent service and resolution, continuously improving employee engagement and retention, driving sales through more targeted product recommendations from contact center agents, and optimizing and re-engineering contact center efficiency, supported by strategic technology initiatives.

Benefits to Participation

  • Be part of an exclusive industry group of senior contact center executives in the retail banking industry
  • Engage in strategic discussions around pertinent challenges and opportunities facing banking contact center leaders today
  • Access to peer insights and idea exchange to build meaningful connections and further expand your network of colleagues throughout the industry
  • Opportunity to lead peer discussion groups onsite at this elite event, highlighting expertise on key topics
  • Actionable insights from guest speakers from outside of retail banking for fresh perspectives and key takeaways to empower smart decisions
  • The BAI Executive Contact Center Roundtable is an invitation-only program exclusively for executives at the Senior Vice President level or above from organizations with asset sizes of $10 billion and above. This is an intentionally intimate event to maximize the information sharing and networking that takes place. Invitations are non-transferable to ensure consistent, high-quality discussions and relationship building.
If you are interested in participating in the BAI Contact Center Executive Roundtable and Conference Calls, please contact Angela Evans, Manager, at or 312-683-2377.

2016 BAI Contact Center Executive Roundtable
Tuesday, February 23, 2016
12:00 p.m. – 1:00 p.m. CT
BAI Contact Center Executive Roundtable Conference Call
Tuesday, April 5, 2016
6:00 p.m. – 7:30 p.m. CT
Networking Reception
The James Hotel, Chicago, IL
Wednesday, April 6, 2016
8:00 a.m. – 4:00 p.m. CT
BAI Contact Center Executive Roundtable
The James Hotel, Chicago, IL
Tuesday, August 16, 2016
12:00 p.m.- 1:00 p.m. CT
BAI Contact Center Executive Roundtable Conference Call


Book your hotel early!

The James Chicago
55 East Ontario Street
Chicago, IL 60611

To receive the discounted room rate of $179 single/double (plus state and occupancy tax), make your reservations by March 15, 2016.  Book online and enter the group code CENT05.

If you prefer to speak to a reservation specialist, please call 312-660-7131. Be sure to mention BAI to receive the discounted rate.

Booking Policies:

  • Cancellations: Reservations must be cancelled by 2:00 p.m. CT one (1) day prior to arrival to avoid a penalty of 1 night stay plus taxes.
  • Bookings: Reservations must be guaranteed with a credit card. Hotel charges fee of one (1) night room/tax in event of early departure.