4th Annual Customer Experience in Financial Services Conference 2024

Bringing banking and insurance professionals together to explore the latest customer-centric and digital advancements to revolutionise their customer experience strategies.

18 - 19

June

2024
  • etc.venues 155 Bishopsgate, London, UK
  • Free

Why attend?

WHAT TO EXPECT FOR 2024?

200+

Attendees

15+

Exhibitors

20+

Speakers

70%

Attendees at Director+ level

200+

Attendees

15+

Exhibitors

20+

Speakers

70%

Attendees at Director+ level

Agenda

  • 18 Jun 2024
  • 19 Jun 2024
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Streams

Stream one

Stream A - Changing Customer Behaviours

Stream two

Stream B – Digital Innovation

11:30 AM

The Metaverse as the future of customer space

  • How will customer experience change through virtual worlds?
  • What steps do we need to take until the metaverse becomes the new normal?
  • Discuss challenges to be faced when interlinking human, digital, and hybrid experiences

12 PM

Reserved for M-Files

12:30 PM

Panel: How do we become a digitally focused, customer-centric company?

  • Discuss the role of information architecture, and how we can use it to determine what solutions we need
  • Where do we begin? Should the focus start on customer needs, or back office systems?
  • Is it possible to be a digitally focused, customer-centric company?

Speakers

Ben Revill
Financial Service Business Manager, Xpedition
Hakan Isik
Global Head of User Experience, Commercial Banking, Citi Bank
Jason Maude
Chief Technology Advocate, Starling Bank
Bartosz Golba
Research Director, Financial Services, GlobalData

1 PM

Lunch break

2 PM

Elevating experiences with data driven personalisation

  • Combine data for tailored profiles and scalable personalisation
  • Leverage analytics to drive successful experiences amid evolving regulations
  • Consumers are less and less likely to share their data, how do you plan on overcoming this?
  • What approach we can take where customers do not want to be tracked or analysed but still wants the great customer experience?
  • How does the new consumer duty regulations affect your insights?

Speakers

Janthana Kaenprakhamroy
CEO and Founder, Tapoly

2:30 PM

Harnessing AI to optimise your CX strategy

In a globalized economy, consumers are placing ever-rising demand on financial services. Transparency, security, and bestin- practice engagement is a must, with customers expecting fast and frequent communication. Providing reliable omnichannel CX is no longer a luxury, it’s a necessity.

That being said, the state of customer satisfaction within the financial sector is continuing to decline. According to the UK Customer Satisfaction Index, over the last year, both the bank & building societies and insurance industries saw a drop in their Customer Satisfaction scores (UKCSI, 2024). Investing in your CX technology is essential; Content Guru provides organisations access to best-in-class AI solutions, enabling intelligent automation capabilities within storm®, ultimately supporting agent efficiency without sacrificing human connectivity.

Join Ed Winfield, VP of Global Partnerships at Content Guru, to learn more about harnessing the power of AI to best meet your organization’s CX needs.

Speakers

Ed Winfield
Vice President/Director Global Partnerships, Content Guru

3 PM

Fireside Chat: Looking at CX from a compliance perspective: how to get ready for the upcoming consumer duty regulation?

  • Discuss current themes and challenges encountered by customers
  • Are the solutions to these challenges regulatory or institutional?
  • Investigate the impact of the consumer duty regulation on dayto- day operations
  • Return to basics and ensuring that employees are prepared for the upcoming changes
  • Determine what this new regulation means for customers and adapting business functions to provide a better customer experience

Speakers

Bartosz Golba
Research Director, Financial Services, GlobalData
Keith Richards
CEO, Consumer Duty Alliance
Stewart Lancaster
Head of Operations Control, Close Brothers Asset Management
Nkilika Amobi
Executive Director: Head of Conduct Financial Crime and Compliance, Standard Chartered Bank

3:30 PM

Networking Break

4 PM

Reserved for Crealogix

4:15 PM

Reserved for GlobalData

8 AM

Registration and refreshments

8:45 AM

Chair’s opening remarks

9:30 AM

Reserved for Moxo

10 AM

Panel: Designing a unique CX and UX vision for 2025

  • Discuss initiatives to build momentum for unique client experiences
  • Define aspirations and the goals for your clients to deliver unique experiences
  • How do the overall capabilities of the staff support the CX the company wants to
    provide?
  • Examine the role emerging technologies have on delivering personalised and
    distinct experiences

 

Speakers

Bartosz Golba
Research Director, Financial Services, GlobalData
Janthana Kaenprakhamroy
CEO and Founder, Tapoly
Katalin Varga-Toldi
Head of Premium & Mass Customer Segment Management Retail Client Tribe, OTP Bank

10:30 AM

Reserved for John Glennane, CEO and Founder, Capventis

Speakers

John Glennane
CEO and Founder, Capventis

11 AM

Networking break

11:30 AM

Reboarding: a strategic framework to create bond and grow value in your existing client portfolio

Banking is a people business and client-bank relationships are just like any other human relationships. We change, grow, transform continuously and our thinking, perspectives, opportunities and even our expectations change too. Thus, sometimes we need to re-establish our existing relationships and reposition ourselves. In banking the same transformation happens with our clients and we cannot depend on what we previously knew about them. Reboarding is a “2.0 welcoming process” and gives us an opportunity to grow customer experience by strengthening our relationships with our existing customers. The presentation covers the following topics:

  • Types of onboarding: why reboarding is different?
  • Show stoppers: what kills your efficiency?
  • Price of growth: why lifetime value matters?
  • Strategic steps: what are the key elements of a reboarding program?
  • Actions: when, how & who you should reboard?
  • Results and research: what are the learnings of our reboarding campaigns?

Speakers

Katalin Varga-Toldi
Head of Premium & Mass Customer Segment Management Retail Client Tribe, OTP Bank

12 PM

Reserved for Medallia

12:30 PM

Panel: Supporting those who need it most: serving vulnerable customers in a digital space

  • Discuss simplifying applications and claims with accessible design, such as integrated messaging for personalised support
  • Examine the role of communities and in person experience
  • See inclusivity as a social responsibility and growth opportunity
  • Should customer experience concern the digital space, or do we still need in person interaction?
  • How do you make sure your staff are equipped to handle situations involving vulnerable customers

Chair: Senior representative, GlobalData

Speakers

Harry Ashbridge
Head of Writing & Customer Experience, Monzo
Jenny Briars
Head of Customer Governance & Heritage, LV=
Tiago Ferreira
Client Experience Specialist, Nedbank Private Wealth

1 PM

Lunch break

2 PM

Panel: Rethinking our customer space

  • Discuss how considering customer space could help you bring in new markets and transform your company
  • How do we best serve vulnerable customers, tech savvy next gen, high network clients?
  • Is there still a market for in person experiences?
  • How do we balance hybrid, digital, and human experiences?

Speakers

Tiago Ferreira
Client Experience Specialist, Nedbank Private Wealth
Hakan Isik
Global Head of User Experience, Commercial Banking, Citi Bank
Faith Galiwango
Head of Customer Experience, By Miles
Benjamin Hatton
Analyst, GlobalData

2:30 PM

Reserved for DaviesGroup

3 PM

The importance of brand power: how to bring a premium value to your customers

  • Discuss the conversation between brand and the user
  • How do we talk to the customer through the brand voice?
  • Explore ways to positively get your brand personality into CX design

Speakers

Charlotte Broom
Head of Content Strategy for Strategic Client Content, JP Morgan

3:30 PM

Networking Break

4 PM

Reserved for Monica Hovsepian, Financial Services Lead, OpenText

Speakers

Monica Hovsepian
Financial Services Lead, OpenText

4:15 PM

Reserved for GlobalData

4:45 PM

Reserved for Cognigy

5:15 PM

From situation to satisfaction: looking at customer experience from a claim’s perspective

  • Emphasise how every customer’s situation is unique and the importance of a personalised service to suit all claim situations
  • Look towards the importance of omni-channel and hybrid interactions to suit
  • Understand customer pain points, and turn feedback into strategy

Reserved for speaker

5:45 PM

Chairs closing remarks

5:50 PM

Drinks Reception

6:50 PM

Private Dinner

Customer experience at the crossroads: leveraging generative AI to transform customer
engagement in financial services

Speakers

Marcus Martinez
Financial Services Worldwide Industry Advocate, Microsoft

8 AM

Breakfast Briefing

8 AM

Registration and Refreshments

8:50 AM

Chair’s opening remarks

9 AM

Designing for the complete customer journey, not just the digital

  • Examine the importance of end-to-end customer design in digital products
  • Focus on how designing for a lifetime customer experience can prevent Unhappy Paths and earn lifelong brand loyalty
  • Discuss real scenarios and examples where the customer journey is often forgotten

Reserved for speaker

9:30 AM

Gold Sponsorship

10 AM

Building trust through financial education: why does education matter?

  • What do we mean by financial education and why do we offer it?
  • What sorts of customer behaviours are we trying to modify via education
  • Put an emphasis on why education should be at the forefront of customer onboarding
  • What delivery method is best for education outreach- should we putting the focus
    on digital?
  • How do we deliver education now – and what does the future look like?

Speakers

Tim Bennett
Head of Education, Killik & Co

10:30 AM

Reserved for iProov Ltd

11 AM

Networking break

11:30 AM

Panel: Capturing the moment with customer feedback

  • Discuss the methods used to capture customer feedback and human behaviour
  • What are the best metrics to use to measure customer experience?
  • Discuss ways and solutions to quantify utilise text based feedback
  • How capturing customer dissatisfaction and complaint insights can be used for business growth

Speakers

Bartosz Golba
Research Director, Financial Services, GlobalData
Alessandra Canaves
Head of Marketing and Customer Experience Alts, AXA Investments
Lisa Elliott
Voice of the Customer Manager, Lloyds Banking Group

12 PM

Silver Sponsorship

12:30 PM

Mapping the customer journey: digital storytelling and evolving challenges

  • What is the importance of understanding holistic experiences?
  • How does leveraging data, multimedia, and visualisation promote a customer’s journey?
  • How do we look towards the future? What should we do next?

Speakers

Jonathan Rez
Head of Service Design, Bank of England

1 PM

Lunch break

2 PM

The regulatory perspective: business opportunities and growth from good consumer duty outcomes

  • Discuss opportunities stemming from consumer duty, and consider how to implement them into your strategy
  • Evidence of positive change that benefits companies as much as customers
  • Answer the question: should the sector jointly own future regulatory reforms?

Speakers

Keith Richards
CEO, Consumer Duty Alliance

2:30 PM

Silver Sponsorship

3 PM

Panel: How to meet your EX values and turn them into CX actions

  • Discuss the role of EX and its influence on the customer
  • Examine best practices to set realistic EX goals and values, which will benefit your employees and the customer
  • Would shifting the focus to EX be the solution to your CX development and strategy?

Speakers

Bartosz Golba
Research Director, Financial Services, GlobalData
John Penberthy-Smith
Chief Commercial Officer, Saffron Building Society
Shauna Sheedy
Customer Propositions Specialist, Bank of Ireland

4 PM

Reserved for GlobalData

4:30 PM

Blending digital and human touch for the ultimate UHNWI experience

  • Discuss how Coutts are innovating their CX by merging high-touch physical relationships with digitally-enhanced interactions
  • Examine research outcomes on what makes a positive experience for an UHNWI, and how this research can transform your strategies
  • Answer the question- how do we manage such high CX expectations?

Speakers

Sahra Abdille
Director Digital Investing, Coutts

5 PM

Panel: Improving customer interaction with digital products

  • Discuss strategies to drive customers to digital self-service
  • In what ways can we bring the human touch to the digital age and provide personalised customer support in response to unpredictable times?
  • How do you handle last mile education for those people who either don’t understand the tech or don’t want to adopt the tech
  • Is there a specific digital channel that is showing more traction/appeal with customers?

Speakers

Bartosz Golba
Research Director, Financial Services, GlobalData
Sahra Abdille
Director Digital Investing, Coutts
Jakub Kaszuba
Metaverse Product Owner, PKO Bank Polski

5:30 PM

Chairs Closing Remarks

Alternative topics:

Master insightful loyalty and retention strategies: elevate customer engagement, optimise experiences, and boost retention rates

  •  Craft flexible loyalty schemes, rethinking renewals, points, exclusive clubs to enhance brand loyalty and supercharge purchase frequency
  • Harness AI and cutting-edge tech to personalize experiences, engaging customers and boosting
    retention
  • Capture and leverage key data to show intent, engagement, demographic for CX enhancement,
    customer retention, and increased acquisition rates

Breaking down digital dynamics and meeting the needs of all customer demographics

  • Creating intuitive customer journeys that are guided by a variety of customer needs
  • Construct a view of customers when implementing digital journeys
  • Assess self-service consumer journeys and exploring the danger of increasing automation in finance
  • Look to the future and dig deeper into consumer requirements- is it possible to make all customer
    groups happy?

Where is the tech industry going in 2025?

  • Will transitioning to a technologically focused business model help?
  • To what extent will virtual reality be a powerful development in digital interactions within financial
    services?
  • What future looking technology should we be on the look out for?
  • Discuss what should be in our tech stack to prepare us for transformation

Panel: Rethinking UX design for 2024-2025

  • Answer top industry UX questions,
  • Should we be actively striking the balance between hybrid, digital, and human designs?
  • How do we positively portray our brand personality into UX design?
  • Is it possible to have a unique UX design?
  • How do we communicate to the customer through the brand voice?

Reshaping contact centres as the future of the workforce

  • Analyse how evolving and emerging technology will affect, shape, hinder, or support the work of
    contact centre agents
  • Identify the skills and attributes that the future contact centre workforce will need
  • Discuss the environments and cultures that can or should support the future contact centre
    workforce

Keynote: Redesigning the realities of traditional bank goals: how to be a traditional bank with a start
up mindset?

  • Discuss how a start up mindset can revolutionise CX and UX operations in the financial services
  • Identify key approaches to shift to an innovative and ambitious decision making strategy
  • Answer the question: how can we be daring in a highly regulated industry?

Keynote: Deploying AI for practical use in financial services

  • How do we use AI and automation to drive high quality customer experience?
  • Discuss best use cases such as chatbots, personalised product recommendations, fraud detection,
    and onboarding
  • Examine implementation considerations needed before transforming your business

Keynote: Encouraging customers to become more sustainable in finance

  • Do customers understand the role of ESG in financial services, and what can we do to educate
    them?
  • Where are we in our sustainability goals?
  • How do we measure our customer’s sustainability goals, and what role do these goals play into our
    own?

Keynote: Putting the focus on customer outcome: delivering feedback to innovate future strategy
and retention

  • Discuss opportunities within customer outcome to prioritise your customer’s needs and CX
  • How should we approach assessing outcomes as opposed to experience?
  • Answer the question- is it the CX team’s role to deliver customer outcomes?

Designing a unique CX vision for 2025

  • Discuss initiatives to build momentum for unique client experiences
  • Define aspirations and the goals for your clients to deliver unique experiences
  • How do the overall capabilities of the staff support the CX the company wants to provide?
  • Examine the role emerging technologies have on delivering personalised and distinct
    experiences

Reforming your organisation’s EX structure for the benefit of CX development

  • Discuss the interdependency of EX, CX, and UX, and its impact on your organisation
  • Examine initiatives to shift employee mindset through relationship management

Keynote: Master insightful loyalty and retention strategies: elevate customer engagement, optimise
experiences, and boost retention rates

  • Craft flexible loyalty schemes, rethinking renewals, points, exclusive clubs to enhance brand loyalty
    and supercharge purchase frequency
  • Harness AI and cutting-edge tech to personalize experiences, engaging customers and boosting
    retention
  • Capture and leverage key data to show intent, engagement, demographic for CX enhancement,
    customer retention, and increased acquisition rates

Speakers

Select a speaker to learn more

Back
John Penberthy-Smith
Chief Commercial Officer, Saffron Building Society

Ambitious and driven to achieve societal change through galvanising people in businesses to deliver for their customers and communities. A rare multi-sector board level customer & commercial leader, with a track record of success in Retail, Mobile & Technology, Public Sector and Financial Services (SMF3 & 24).

Experienced leader of multi-disciplinary teams of over 300 and budgets in excess of £100 million. Deep expertise in leading the development and delivery of customer led strategies to engage colleagues and transform organisations culture and performance.

Session Details:

Panel: How to meet your EX values and turn them into CX actions

2024-06-19, 3:00 PM

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Keith Richards
CEO, Consumer Duty Alliance

Keith is a founding director and CEO of the Consumer Duty Alliance (CDA), an independent, not-for-profit professional body, for the sector by the sector. The CDA is consumer focused and brings together a cross-sector Alliance for the sharing of 'good practice' to support members, engage Policymakers on key consumer duty matters and raise the profile of the profession and the value of professional advice with the public.

A recognised leader within the financial services sector, Keith has over 38 years experience operating at executive level, has an established media profile and is regularly called upon for comment both home and abroad by various organisations, including Trade and National press.

Keith established a strong media profile whilst leading the Personal Finance Society as Chief Executive Officer, also incorporating the role of Chief Membership Officer of the Chartered Insurance Institute, prior to which he was an executive board director of one of the UK’s largest IFA Networks, Tenet Group and prior to that he was Head of Retail Distribution for the largest mutual insurance company in the UK, Royal London Group. Actively engaged in the promotion of financial services within the UK and internationally, he has contributed to various boards, including PFS, Tenet, RL Retail, AIFA, AMI, European Financial Planning Association (EFPA) and various government and regulatory working groups.

Keith is also the founding Chair of the Financial Vulnerability Taskforce, which is an independent representative body covering the Personal Finance and wider Financial Services Sector. Its ultimate purpose is to promote greater understanding, encourage appropriate behaviours and establish good practice in respect of consumer vulnerability.

Session Details:

Fireside Chat: Looking at CX from a compliance perspective: how to get ready for the upcoming consumer duty regulation?

2024-06-18, 3:00 PM

Session Details:

The regulatory perspective: business opportunities and growth from good consumer duty outcomes

2024-06-19, 2:00 PM

View In Agenda
Next speaker
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Jason Maude
Chief Technology Advocate, Starling Bank

Jason Maude is a coder, coach, and public speaker. He has over a decade of experience working in the financial sector, primarily in creating and delivering software. He is passionate about explaining complex technical concepts to those who are convinced that they won't be able to understand them.

Session Details:

Panel: How do we become a digitally focused, customer-centric company?

2024-06-18, 12:30 PM

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Janthana Kaenprakhamroy
CEO and Founder, Tapoly

Janthana is the CEO of Tapoly, a pioneering on-demand insurance provider for SMEs and freelancers. She has been recognized as the 6th Top Woman Founder to Watch by Forbes and as one of the Top 10 Insurtech Female Influencers by The Insurance Institute. Recently, she has won prestigious awards such as the Innovator Of The Year Award at the UK Fintech Awards 2023 and the Insurance Leader of the Year Award at the Women In Finance Awards 2021. Before joining Tapoly, Janthana worked at top-tier investment banks.

Session Details:

Panel: Designing a unique CX and UX vision for 2025

2024-06-18, 10:00 AM

Session Details:

Elevating experiences with data driven personalisation

2024-06-18, 2:00 PM

View In Agenda
Next speaker
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Harry Ashbridge
Head of Writing & Customer Experience, Monzo

I’m a writer, trainer and language strategist. I believe that better writing can measurably improve every single aspect of a business, inside and out, and I spend my days trying to prove it.

Right now, I'm leading the writing team at Monzo, which I started back in 2018 (the team.. not the bank). This is my baby: monzo.com/tone-of-voice

I’ve written pretty much everything there is to write. From poems on beer cans, to HR policies, to scripts, to speeches for FTSE 100 CEOs and a former England football captain.

I’ve trained thousands of people to be more confident and effective with words, including lawyers, engineers, journalists, bankers, brand people and writers from agencies like Wieden+Kennedy, M&C Saatchi and Ogilvy.

I’ve run a whole bunch of language programmes for companies big and small; developing tone of voice principles, monster rewrites, content strategy. Whatever it is, I get the call if someone needs to balance big-picture thinking with real attention to detail* about the nuances of language.

Session Details:

Panel: Supporting those who need it most: serving vulnerable customers in a digital space

2024-06-18, 12:30 PM

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Alessandra Canaves
Head of Marketing and Customer Experience Alts, AXA Investments

Seasoned marketing leader with over 20 years of experience driving business growth and crafting differentiated client experiences for blue chip financial services businesses across investments, real assets, alternatives and wealth management.

Skilled at leading high-performing marketing teams and executing integrated programs in today's digital landscape. A creative strategist adept at fostering a culture of innovation, collaboration, and out-of-the-box thinking.

Core competencies include:

  • Alternative investments, covering Real Estate, Infrastructure, Private Equity and Credit. Managing all external communications, brand-building and content development.
  • PR & Marketing strategy and communications planning
  • Digital marketing and optimization
  • Brand strategy and positioning
  • Advertising, agency management and creative development
  • Product marketing
  • Budget management and operations
  • Assembling and leading teams
  • Marketing transformation and change management
  • Leveraging global experience to enhance multinational marketing efforts
  • Fluent Italian, English and B2 French

Session Details:

Panel: Capturing the moment with customer feedback

2024-06-19, 11:30 AM

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Charlotte Broom
Head of Content Strategy for Strategic Client Content, JP Morgan

Strategic and creative business development expert, specialising in payment propositions, with experience in client account management and SMB growth.

Payment product expert and a trusted payments advisor, able to analyse a client's unique goals and challenges to formulate and sell solutions that drive adoption, increase spend and decrease processing costs.

Session Details:

The importance of brand power: how to bring a premium value to your customers

2024-06-18, 3:00 PM

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Nkilika Amobi
Executive Director: Head of Conduct Financial Crime and Compliance, Standard Chartered Bank

Transformation, Regulatory and Operations Executive with a strong track record of leading high performing teams. A demonstrable history of cross-functional collaboration with global business leaders to shape and deliver compliant business strategies for FTSE 100 and Fortune 500 businesses including digital solutions that make use of the latest technology. Skilled in transformation, operational readiness, governance and policy, international and cross-functional stakeholder management, leadership and advocacy.

Sought after speaker on matters of policy and technological innovation, most recently spoke at the Connect Global Group's Automation and Innovation in Wealth Management Conference UK. This was a panel discussion centered around the use of technology such as AI in the Wealth Management arena and the regulatory implications of a more digital centered approach within the industry.

A vocal advocate for diversity, equity and inclusion; provides thought leadership to global businesses on matters of racial equity and anti racism. Sought after speaker on issues related to racial and gender diversity, equity and inclusion.

Session Details:

Fireside Chat: Looking at CX from a compliance perspective: how to get ready for the upcoming consumer duty regulation?

2024-06-18, 3:00 PM

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Sahra Abdille
Director Digital Investing, Coutts

Sahra Abdille is a Director and Product Owner at Coutts. She focuses on delivering the strategic roadmap for digital investing products, creating experiences that delight customers and help them make informed decisions in their financial growth.

Session Details:

Panel: Improving customer interaction with digital products

2024-06-19, 5:00 PM

Session Details:

Blending digital and human touch for the ultimate UHNWI experience

2024-06-19, 4:30 PM

View In Agenda
Next speaker
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Jenny Briars
Head of Customer Governance & Heritage, LV=

A pro-active and committed leader who is passionate about delivering great customer experiences and outcomes. Lead, engage and drive change across the business through voice of the customer insight and systems thinking.

Session Details:

Panel: Supporting those who need it most: serving vulnerable customers in a digital space

2024-06-18, 12:30 PM

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Stewart Lancaster
Head of Operations Control, Close Brothers Asset Management

Stewart is a seasoned financial services professional with over 20 years of experience in asset management, specialising in client assets (CASS) compliance. He is currently a Board member, Director and Head of Operations Control within a leading UK merchant banking group with over £15 billion in assets under management.

As the Head of Operations Control Stewart is responsible for ensuring the operational effectiveness of the systems and controls that safeguard the firm's compliance with CASS regulations. He also reports to the firm's governing bodies and regulators on CASS matters, oversees the key outsourced providers, and chairs the PIMFA CASS Working Group. Stewart holds a diploma in Investment Operations from the Chartered Institute of Securities and Investment, where he is a Chartered Fellow and a member of the client assets panel. He is also a Chartered Manager and a Chartered Fellow of the Chartered Management Institute.

Stewart has a proven track record of developing and implementing robust operational risk and control frameworks in asset managers, as well as handling Section 166 FCA requests and investigations. He is an industry speaker and a published author on CASS compliance best practices, operational risk management, and public speaking. Stewart is passionate about delivering the highest possible value to the firm's clients, stakeholders, and regulators, while fostering a culture of excellence, collaboration, and continuous improvement.

Session Details:

Fireside Chat: Looking at CX from a compliance perspective: how to get ready for the upcoming consumer duty regulation?

2024-06-18, 3:00 PM

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Tiago Ferreira
Client Experience Specialist, Nedbank Private Wealth

Session Details:

Panel: Rethinking our customer space

2024-06-18, 2:00 PM

Session Details:

Panel: Supporting those who need it most: serving vulnerable customers in a digital space

2024-06-18, 12:30 PM

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Lisa Elliott
Voice of the Customer Manager, Lloyds Banking Group

Lisa is a passionate customer advocate, working hard to ensure that customers have a voice and are listened to. The insights she gathers drive real change across the business. Lisa captures insights around customer pain points, struggles and frustration to fuel a packed optimisation backlog for the business to get stuck into.  With over 26 years experience working in Financial Services in Product Development, Product Management, Marketing, Digital Channel Management and Demand Conversion, this experience has lead Lisa to her current exciting role of Voice of the Customer Manager which she’s held for the past 7 years.

Session Details:

Panel: Capturing the moment with customer feedback

2024-06-19, 11:30 AM

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Tim Bennett
Head of Education, Killik & Co

Tim Bennett (MA, ACA, ASI) is Head of Education and a Partner at Investment and Wealth Management firm Killik & Co. He is responsible for a range of educational collateral that includes weekly Killik Explains videos, popular “How To” guides, and the flagship quarterly magazine, Confidant. Tim also presents at seminars and webinars and is involved with various educational programs. Prior to joining Killik, Tim was the Deputy Editor at Moneyweek and the host of the highly regarded Moneyweekvideos. Earlier in his career, Tim worked for a variety of financial services organisations, including UBS, the Securities Institute and Ernst and Young.

Session Details:

Building trust through financial education: why does education matter?

2024-06-19, 10:00 AM

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Faith Galiwango
Head of Customer Experience, By Miles

Session Details:

Panel: Rethinking our customer space

2024-06-18, 2:00 PM

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Next speaker
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Jonathan Rez
Head of Service Design, Bank of England

A human-centred-designer with over two decades of experience, helping organisations deliver better outcomes for their customers.

Session Details:

Mapping the customer journey: digital storytelling and evolving challenges

2024-06-19, 12:30 PM

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Shauna Sheedy
Customer Propositions Specialist, Bank of Ireland

Results oriented CX and Propositions Specialist with a keen interest in the digitalisation of financial services, leakage discontinuation and ESG.

Session Details:

Panel: How to meet your EX values and turn them into CX actions

2024-06-19, 3:00 PM

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Katalin Varga-Toldi
Head of Premium & Mass Customer Segment Management Retail Client Tribe, OTP Bank

Segment & customer management leader with over 15 years of experience in developing segment-tailored value propositions, driving segment growth strategies and creating differentiated client handling solutions for financial services. Skilled at leading high-performing business development & segment teams and executing integrated segment and client retention strategy programs. A creative, out-of-the-box thinker with passion for leading change with growth mindset and creating a nurturing culture of innovation.

Session Details:

Panel: Designing a unique CX and UX vision for 2025

2024-06-18, 10:00 AM

Session Details:

Reboarding: a strategic framework to create bond and grow value in your existing client portfolio

2024-06-18, 11:30 AM

View In Agenda
Next speaker
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Inès Riguard
Innovation Analyst, HSBC

Inès is an Innovation Analyst at HSBC working with Large Language Models and Generative AI. The focus of her work is exploring the potential of Generative AI to derive insights and create new ways to approach and solve problems. She uses her expertise to help her colleagues to better understand Generative AI and empower them to utilise these tools. In her spare time, Inès enjoys exploring her creative side through arts and crafts.

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Hakan Isik
Global Head of User Experience, Commercial Banking, Citi Bank

Session Details:

Panel: Rethinking our customer space

2024-06-18, 2:00 PM

Session Details:

Panel: How do we become a digitally focused, customer-centric company?

2024-06-18, 12:30 PM

View In Agenda
Next speaker
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Marcus Martinez
Financial Services Worldwide Industry Advocate, Microsoft

Session Details:

Private Dinner

2024-06-18, 6:50 PM

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Ed Winfield
Vice President/Director Global Partnerships, Content Guru

Edward Winfield is Director of Global Partnerships at Content Guru, a global leader in cloud contact centre and customer experience solutions. A veteran in the SaaS and technology space, Edward has over 25 years’ experience in the telecommunications space, which he leverages to create lasting partnerships, deliver cutting-edge solutions that anticipate evolving customer needs, and to help businesses to create outstanding customer experiences through seamless engagement and data-driven insights.

Session Details:

Harnessing AI to optimise your CX strategy

2024-06-18, 2:30 PM

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Ben Revill
Financial Service Business Manager, Xpedition

With a deep understanding of technology transformation across CRM, ERP and Practice Management systems drawing on more than 20 years of experience with blue chip clients. Ben works with the UK's leading financial and professional services firms as a Microsoft Accredited expert in Business Transformation.

Session Details:

Panel: How do we become a digitally focused, customer-centric company?

2024-06-18, 12:30 PM

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John Glennane
CEO and Founder, Capventis

John Glennane, CEO and founder of Capventis, has been pursuing the goal of aligning technology and systems to serve the real-world needs of people and business for over 35 years. In 1999 he established Capventis, to help organisations and people deliver more value through the strategic use of data and ideas. The ideas, issues and imperatives that start us off on the journey to value, all need consideration, knowledge, skills, resources, structure, rigour and good design. The resulting solutions also need appropriate technology, combined with experience to make them viable and successful. John’s mission today is to empower a new generation of our smartest and best-educated people to be equipped with next-generation technology (‘Glu’) and the knowledge, skills and freedom to drive step-change improvement in our most critical public and private sector organisations.

Session Details:

Reserved for John Glennane, CEO and Founder, Capventis

2024-06-18, 10:30 AM

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Monica Hovsepian
Financial Services Lead, OpenText

Monica Hovsepian, Financial Services lead at OpenText, drives the financial services global strategy and marketing efforts across business solutions. With over 25 years of financial industry expertise, she's a respected authority and thought leader, having worked with various major banks worldwide, spearheading operational enhancements and customer-centric innovations, including initiatives designed to revitalize the customer experience. An Economics graduate from York University, she holds an MBA from Hult International Business School, London. Monica is also a member of the Forbes Finance Council.

Session Details:

Reserved for Monica Hovsepian, Financial Services Lead, OpenText

2024-06-18, 4:00 PM

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Valentin Gerasimuk

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+44 20 7149 5973

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Nina Beddoe

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+44 20 4540 7650

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Moona Popal

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

Valentin Gerasimuk

Head of Sponsorship Sales


+44 20 7149 5973

Speaker Enquiries

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

Nina Beddoe

Conference Producer


+44 20 4540 7650