6th Annual Customer Experience in Financial Services 2026

Harnessing the Human throughout the customer journey

17 - 18

June

2026
  • etc. Venue 155 Bishopsgate, London
  • Free

2026 Sponsors Include

Back

Company Information

ArvatoConnect partners with leading brands and organisations to transform customer, colleague and citizen experiences, while delivering measurable, lasting outcomes. By embedding innovative technologies and placing AI at the core, we help clients move further, faster, and unlock real operational and business impact. With a tech-agnostic approach, we integrate the right platforms, data and customer journeys into intelligent, cohesive ecosystems, powered by deep partnerships and our own evolving digital capabilities. From highly regulated industries to the public sector, we deliver secure, ethical and compliant transformation at pace Future shapers. Experience makers.

Company Website

To learn more, please visit our website - https://www.arvatoconnect.co.uk/

Next Sponsor
Back

Company Website

To learn more, please visit our website - https://www.atombit.com/

Next Sponsor
Back

Company Website

To learn more, please visit our website - https://www.broadridge.com/

Next Sponsor
Back

Company Information

At CACI, we drive impactful and lasting transformation across the financial services landscape by combining the power of data, cutting-edge technology, and innovative design. Our human-centred solutions enable institutions to deliver seamless, secure, compliant, and positive experiences. These experiences enhance customer trust, improve operational efficiency, and empower employees to deliver exceptional service.

Whether that’s designing innovative customer journeys and inclusive digital platforms, augmenting customer data to deliver powerful insights, or creating the right data foundations for your MarTech stack, we help you turn ambition into action.

Company Website

To learn more, please visit our website - https://www.caci.co.uk/

Next Sponsor
Back

Company Information

CreateFuture is an AI-native consulting partner that works alongside financial services teams dealing with complex, regulated change. With 600 specialists across 5+ UK locations, we support organisations including NatWest, Aviva, Yorkshire Building Society and Baillie Gifford. Our teams design, build and modernise the software, platforms and data that financial services rely on every day, from agile delivery and cloud infrastructure to analytics, AI enablement, product and CX.

We’re big enough to scale when the work demands it, and small enough to stay close to the detail, adapt quickly and keep progress moving when things get complicated.

Company Website

To learn more, please visit our website - https://createfuture.com/

Next Sponsor
Back

Company Information

Deepdesk is an AI-powered agent assist platform that helps customer service teams across financial services and other industries deliver faster, more accurate, and consistent support. Designed to assist, not replace, human agents, Deepdesk provides real-time suggestions and automates repetitive tasks so teams can focus on high-value conversations.

The platform integrates seamlessly with CRMs, messaging tools, and legacy systems, helping agents handle complex queries with confidence. Deepdesk is built with performance, usability, and compliance in mind, making it a strong fit for regulated environments including finance, insurance, and telecoms.

Trusted by leading organizations across Europe, Deepdesk enables contact centers to scale quality alongside volume while empowering agents to do their best work.

Company Website

To learn more, please visit our website - https://deepdesk.com/

Next Sponsor
Back

Company Website

To learn more, please visit our website - https://www.precisely.com/

Next Sponsor
Back

Company Information

PriceHubble is a Swiss B2B proptech company that builds innovative digital solutions for the real estate industry based on property valuations and market insights. Our digital solutions are designed to help all players across the entire real estate value chain (banks, asset managers, developers, property managers and real estate agents).

Next Sponsor
Back

Company Information

Smart Communications provides the platform that leading organizations trust to deliver personalized, consistent and compliant conversations across all touchpoints and channels. The Conversation Cloud™ helps over 650 enterprise organizations across the globe simplify and automate complex processes and deliver highly secure, frictionless experiences across the customer lifecycle.

Company Website

To learn more, please visit our website - www.smartcommunications.com

Next Sponsor
Back

Company Website

To learn more, please visit our website - https://mlp.agency/

Social Links:

Next Sponsor
Back

Company Information

Verint® Financial Compliance™ (VFC) is a comprehensive communications compliance solution that helps organizations capture, retain, manage, and analyze trade-related interactions across traditional and digital communication channels and platforms. Having pioneered a number of innovative, market-leading capabilities such as the capture of persistent chat in Microsoft Teams, this proven solution helps financial institutions adhere to complex financial regulations and avoid severe financial and legal penalties.

Verint Communications Analytics™, VFC’s own finance-specific, compliance-focused speech transcription and analytics offering helps financial services firms find the gaps in captured voice conversations. Among other features, it offers highly accurate multilingual transcription, diarization and speaker identification, automatic sentiment analysis, channel shift detection and more.

Building on Communications Analytics, VFC AI Insights™ (Conduct Risk, Activity Summary, Notes & Actions) help businesses proactively detect and prevent compliance and conduct breaches while improving operational efficiencies using secure and explainable AI across on-prem, cloud, and hybrid deployments – with full functional parity.

Company Website

To learn more, please visit our website - www.verint.com/

Next Sponsor
Back

Company Information

Aptean Respond is an all-in-one complaints management system designed to support regulated industries across the UK. It enables organisations to manage complaints confidently, meet regulatory expectations and gain valuable insight—helping reduce risk, improve outcomes and build lasting trust with customers.

Company Website

To learn more, please visit our website - https://www.aptean.com/en-GB

Next Sponsor

    Why attend?

    Welcome to the 6th Annual Customer Experience in Financial Services Conference

    As the financial industry evolves at an unprecedented pace, the shift towards hyper-personalisation, sophistication of AI and the integration of omnichannel experiences becomes paramount. Set against a backdrop of growing consumer demands for privacy and accessibility, the 6th Annual Customer Experience in Financial Services Conference emerges as the critical juncture for industry leaders.

    Why attend

    In a world where the consumer’s voice grows louder and the race towards innovation becomes fiercer, this niche conference presents an unrivaled opportunity to stay ahead:

    Real-life cases: Learn from the triumphs of major financial institutions, gaining invaluable insights and actionable strategies.

    Hyper-personalisation: dive deep into the art and science of creating bespoke consumer experiences that resonate on a personal level.

    Emerging technologies: Be at the forefront of discussions surrounding AI, automation and cloud computing and their revolutionary impacts on the customer journey.

    Privacy and accessibility: Address the critical concerns of the digital age, ensuring your strategies are both secure and inclusive.

    What’s new this year?

    Reflecting on the rapid advancements from 2023 to 2025, this year’s edition is all about hands-on learning and practical insights into creating hyper-personalised, seamlessly integrated customer experiences driven by AI and GEN-AI. With an amplified focus on data privacy and accessibility, prepare to challenge the status quo and redefine the boundaries of customer experience in financial services.

    Don’t miss out

    Step into the future with us. Register now and secure your spot at the forefront of customer experience innovation.

    WHAT TO EXPECT FOR 2026?

    200+

    Attendees

    		15+

    Exhibitors

    		20+

    Speakers

    		70%

    Attendees at Director+ level
    200+

    Attendees

    		15+

    Exhibitors
    20+

    Speakers

    		70%

    Attendees at Director+ level

    Testimonials

    Agenda

    • 17 Jun 2026
    • 18 Jun 2026
    Expand All

    Streams

    Stream one

    Stage 1

    Stream two

    Stage 2

    Engage Stage

    11 AM

    It’s the data, it’s always the data – Fireside Chat

    Finding, managing and analysing the most relevant and accurate data to support CX strategies to deliver timely and effective outcomes.

    11:30 AM

    Being seen and heard

    Core to retaining customer trust is ensuring that all that are feel seen, heard and understood. Clear concise communication is key. XX from Signal, a Broadridge Company, talks through communication strategies that work

    11:50 AM

    Who is always right? – Keynote

    Dealing with complaints and disgruntled customers in a way that encourages trust, loyalty and beneficial outcomes.

    12:10 PM

    IT risk and making it work

    How can firms reduce customer outages, maintain resilient infrastructure and avoid ending up on the evening news.

    12:30 PM

    Networking Lunch Break

    1:30 PM

    Call Centre Utopia – Keynote

    Asking to speak to a human is a common request when contacting a call centre. How do you ensure complex, or emotional customer issues always defer to human interaction, while delegating lower level inquires to chatbots or self-service?

    How can firms achieve this without making the customer abandoned in times of need?

    How can contact centre employees feel confident that they have the right tools and resources to do their jobs.

    Speakers

    Bogdan Grigorescu
    Senior Tech Lead, Direct Line

    1:50 PM

    Talking about a new generation

    Are the next generation of financial services customers – the Gen Z and Gen Alphas really that different from their parents?

    What will they be looking for to support their financial lives? And how will they want it delivered?

    2:10 PM

    Customer experience is everyone’s priority – Keynote

    CX is a discipline within most organisations, sitting on the edge of marketing, relationship management and product design. Rather than just a job spec, shouldn’t CX be embedded in every job description?

    • How can senior leaders move CX to the top of the pile?
    • How can CX thinking impact internal culture?

    2:30 PM

    Ensuring compliance with Consumer Duty

    Automating, reporting and interpreting the FCA directive. Avarto Connect explains.

    2:45 PM

    The ethical customer

    How can financial firms offer greener and social supportive services? What are these customers demanding?

    3 PM

    Omnichannel or Omnishambles? – Workshop

    The 24/7 always on digital experience required by customers means they will access services via multiple channels. Mapping that customer journey reveals multiple friction points and siloed data points.

    How can firms offer a seamless customer experience and avoid the shambles?

    8 AM

    Breakfast Briefing

    8 AM

    Registration and refreshments

    Customer-First Plenary

    8:45 AM

    Chairs opening remarks

    9 AM

    The customer of today – Keynote

    Scaling the human experience within a digital journey. In the age of 24/7, always on digital offerings - how do firms maintain personalisation, contact and trust? How can organisations optimize the vast amounts of customer data and experiences to create a profitable and modern financial services provider?

    9:30 AM

    The customer support co-worker

    How should customer support workers welcome their new staff members? What type of adjustments are to be expected? DeepDesk presents a case study of how one firms doubled their workforce without doubling the payroll.

    10 AM

    Accessible financial services for all – Case Study

    How can banks offer critical support to vulnerable customers without being condescending? How can empathy and understanding be embedded into product design?

    10:20 AM

    Dragon’s Den

    Startup demos

    10:30 AM

    Networking break

    Attract Stage

    11 AM

    Getting inside the mind of the customer – Keynote

    What really drives customer behaviour today? Is the next generation following the same playbook? What can financial services firms expect next?

    11:30 AM

    Commoditised services, personalised service

    From current accounts to mortgages to pension plans, there are not many differences between competitors’ financial products.

    • What sets different brands apart?
    • How are tailored experiences developed in a way that increases the speed to ROI and deepens loyalty?

    11:50 AM

    We don’t pay for marketing, really? – Fireside Chat

    How digital first financial firms attract and scale their customer base.

    12:10 PM

    The speedy onboarding

    Customer onboarding should be seamless, without stress and only happen once. How can firms make sure this happens?

    12:30 PM

    Networking Lunch Break

    1:30 PM

    The great wealth transfer

    The Great Wealth Transfer is an unprecedented, ongoing, 20-year shift of an estimated $84 trillion to $124 trillion in assets from Baby Boomers and the Silent Generation to Gen X and Millennials by 2045.

    Is the current wealth management world ready for this change?

    1:50 PM

    New customers only

    How can firms attract new clients, encourage switching services, without alienating their loyal customer base?

    2:10 PM

    Plain language as a strategy – Fireside Chat

    • Plain language is designed to make banking transparent, accessible, and less stressful. Stripping away jargon and legalese in communications, benefits all financial services customers.
    • How do you establish clear writing principles, to ensure their language is understandable, inclusive, and avoids complex, traditional banking terminology?

    2:30 PM

    The hub of the customer universe

    The modern contact centre is a hub of customer intelligence that not only supports multiple levels of experiences but can drive revenue growing insights and personalisation offerings.

    How has the contact centre moved from an offsite cost centre to the centre of business for financial services firms?

    Verint, explains.

    2:45 PM

    The time to train

    How AI can be used to reduce employee training and bring faster support for client relationships.

    3 PM

    Aiming for equity for all – Panel Discussion

    Many are excluded from traditional financial services for a variety of reasons. Efforts to expand access and create more democratic and accessible offerings have seen a range of new business models and fintech offerings enter the market. Are all these initiatives generally benefiting the public.

    • Who are the unbanked and underbanked and what are their needs?
    • Who does expanding services really benefit?
    • How do banks design for expanded access?

    3:30 PM

    Networking Coffee Break

    Customer-First Plenary

    4 PM

    Can superheroes be sustainable? – Keynote

    With an array of AI tools aiming to remove the mundane, and simple tasks from customer facing roles, humans are left with only the most complex, and emotional activities. These can often require superhuman levels of empathy, understanding and problem solving with no let up.

    Is AI supporting customer support staff or introducing a new anxiety?

    4:20 PM

    Auto enrolment and auto relationships

    Is auto enrolment in services such as savings, pensions and investments the key to promoting financial wellness and customer loyalty?

    4:40 PM

    The last frontier for digital – wealth – Panel Discussion

    High net and ultra-high net worth wealth management is a highly analogue and human relationship-based business.

    • What role do digital offerings play?
    • Will the next generation of wealth management and private banking customers demand more “consumer-style” services?
    • How is the industry planning for these changes?

    5:15 PM

    Chairs closing remarks

    5:30 PM

    Drinks Reception

    8:15 AM

    Registration and Refreshments

    Customer-First Plenary

    8:55 AM

    Chair’s opening remarks

    9 AM

    Top of the pops – Keynote

    What it takes to top Which? Year after year. A handful of banks constantly top the Which? List of offering the best in customer service.

    • Why?
    • What strategies are employed to maintain this position.

    9:30 AM

    Data enters the boardroom

    As AI agents take on more decisions and actions, The scourge of fragmented and unreliable data will emerge as the number one reason why agentic AI projects fail in the coming years. When data isn’t trusted or is silo’ed, the very efficiencies promised by AI slow down, customer journeys fragment, and ROI suffers. Data is now a senior leadership priority.

    10 AM

    Reclaiming the physical space – Fireside Chat

    As many banks seek to close physical branches, many still need access to a location that exists in real life. Older people, the underbanked, and small businesses all rely on cash-based services that require some high street presence.

    • What is replacing the branch?
    • Are community hubs the answer?

    Speakers

    Sally Gaudion
    Chief Customer Officer, Nottingham Building Society

    10:30 AM

    Networking Break

    Transform Stage

    11 AM

    When the AI agents take over – Panel Discussion

    AI is already influencing decisions at scale. What happens when banks and financial firms start relying on agentic AI that can make autonomous decisions? Where do humans work within this environment with these new AI coworkers?

    • Will the emergence of agentic AI create a more collaborative or combative experience?
    • Which decisions can be automated, and which should be ring fenced?
    • Who is ultimately accountable?
    • Whose side is agentic AI on – the bank or the customer?

    11:30 AM

    Digital identity and trust

    Authentication, identity, and trust services are primed to be delivered by financial services.

    • Where are the solutions coming from?
    • Who is doing it best?

    11:50 AM

    Embedding finance, while maintaining customer trust – Case Study Presentation

    Banking and financial services is increasing access not via traditional channels but embedded within various customer offerings. Ultimately, embedded finance and open banking is changing how customers access services and understand trust.

    • How can banks maintain visibility in customer journeys they do not own?

    12:10 PM

    Will Open Banking ever deliver?

    Open banking and open finance promised much. Has anyone really delivered. Are there any customers who have achieved the holy grail of a truly central view of their financial lives?

    12:30 PM

    Lunch break

    Trust Stage

    1:30 PM

    The high bar for Consumer Duty – Fireside Chat

    Is the UK creating a global benchmark for regulatory standards in financial services?

    1:50 PM

    Brand partnerships, loyalty schemes and holistic customer experiences

    From airline points, to travel vouchers, cashbacks and cinema tickets. What value do brand partnerships have with customer trust and retention?

    2:10 PM

    Early warning, real time risk – Case Study

    Firms are now using advanced AI systems to monitor transactions 24/7 to detect unusual behaviours instantly, detect fraud, and subsequently mitigate any risk. With many firms monitoring trillions of transactions, how are these systems getting smarter and more effective?

    2:30 PM

    Managing complaints, automating compliance

    Regulatory reporting and compliance should be automated and optimised allowing human relationship managers to support customers through the complaints process. Aptean explains.

    2:45 PM

    Reimaging credit worthiness

    Expanding financial inclusion and addressing the issue of those who may have been outside of traditional credit parameters is key path towards sustainable growth and better outcomes.

    3 PM

    Fraud, payments and reimbursements – Panel Discussion

    UK rules mandate that banks reimburse victims of Authorized Push Payment (APP) fraud within five business days, up to a maximum of £85,000. Most of these scams are initiated on social networks, what responsibility do they have? How do you determine if customer was "grossly negligent" or ignored bank warnings and could be denied reimbursement?

    3:30 PM

    Networking break

    Customer-First Plenary

    4 PM

    The customer of tomorrow – Closing Keynote

    How do we predict the customer of the future? Will they be terminally online? Will they embrace the great wealth transfer? Or will there be a return to humanity and an embrace of the analogue? What can this industry expect, and how can it prepare?

    4:20 PM

    Promoting Financial Health

    Education, credit and rewards are all used to support financial wellbeing. A customer that is managing their debt, cash flows and increasing despoible income is a more profitable customer for all.

    What strategies have been successful?

    4:40 PM

    Out with the old – Interactive Workshop

    Customer experience strategies, products and design that has been around for decades is no longer fit for purpose. The customer of today and into the future is at home in an always on, digital first world. But no one wishes to eliminate the human relationships and understanding that have built this industry over centuries.

    • Which elements of customer design would you like to see sent to a charity shop?
    • What limiting beliefs should be consigned to the bin?
    • Which strategies and experiences should never reemerge as a retro trend?

    Audience engagement exercise with senior speakers from the day on stage

    5 PM

    Chairs closing remarks

    5:15 PM

    Close of Conference

    Speakers

    Select a speaker to learn more

    Back
    Bogdan Grigorescu
    Senior Tech Lead, Direct Line

    Session Details:

    Call Centre Utopia – Keynote

    2026-06-17, 1:30 PM

    View In Agenda
    Next speaker
    Back
    Sally Gaudion
    Chief Customer Officer, Nottingham Building Society

    Session Details:

    Reclaiming the physical space – Fireside Chat

    2026-06-18, 10:00 AM

    View In Agenda
    Next speaker

    Plan Your Visit

    Venue

    etc. Venue 155 Bishopsgate, London

    2026 Sponsors

    Select a sponsor to learn more

    Workshop Partner

    GOLD PARTNERS

    Breakfast Briefing Sponsor

    Silver Partner

    Bronze Partner

    EXHIBITORS

    Breakfast Briefing Partner

    Co-Partner

    Dinner Partner

    Enquiry

    Contact Us

    SPONSORSHIP ENQUIRIES

    Guy Worth

    Commercial Director

    SPEAKING ENQUIRIES

    Emily Martyr

    Head of Event Content

    MARKETING ENQUIRIES

    Kellee Halliburton

    Marketing Manager

    Sponsorship Enquiries

    To enquire about sponsorship opportunities for the conference, please contact:

    Guy Worth

    Commercial Director


     

    Speaker Enquiries

    To enquire about speaking opportunities for the conference, please contact:

    Emily Martyr

    Head of Event Content