Technologist with extensive experience across industries.

Bogdan has a track record for achieving superior customer experiences and delivering significant cost efficiencies by leveraging AI technologies worldwide.

Bogdan is also a speaker at global conferences on AI, data privacy, counter-intelligence and security.

Background in electronics and telecommunication engineering.

Sally Gaudion is Chief Customer Officer with accountability for customer experience and outcomes, savings operations, branch network, estates and facilities, and operational resilience, including first line risk and compliance (SMF24). An enterprise executive in regulated retail financial services, she has a proven track record of delivering strong customer outcomes alongside resilient, high performing operations.

Sally brings together deep customer insight with extensive operational, risk and regulatory expertise, built through senior leadership roles spanning audit, compliance, investigations and enterprise risk. This breadth enables her to translate regulatory and resilience requirements into practical, customer centred operating models that strengthen service delivery, improve efficiency and build long term trust.

She has led complex, multiyear transformation programmes delivering measurable results, including a 4.8 Trustpilot rating, top tier NPS, improved operational performance, strengthened controls and highly engaged teams. Sally is known for balancing customer obsession with disciplined execution to build resilient, purpose led organisations.

Keith Richards is the founding director and CEO of the Consumer Duty Alliance (CDA), an independent, not-for-profit professional body created by and for the sector. The CDA promotes consumer-focused good practice, engages policymakers on consumer duty, and champions the value of professional advice.

A recognised leader in financial services, Keith has over 40 years’ executive experience and a strong media profile, regularly contributing to national and trade press. He previously served as CEO of the Personal Finance Society for eight years, Chief Membership Officer at the Chartered Insurance Institute, and held senior roles at Tenet Group and Royal London Group.

Keith has actively shaped the profession through board positions with PFS, Tenet, RL Retail, AIFA, AMI, EFPA, and government/regulatory working groups. He is also founding Chair of the Financial Vulnerability Taskforce, promoting understanding and good practice around consumer vulnerability.

Keith was recently recognised for his ‘Outstanding Contribution to the Advice Industry’ at the Professional Adviser Awards 2026.

Ivan Maryasin is General Manager of Growth for Business Banking at OakNorth, the digital bank for entrepreneurs, by entrepreneurs, where he leads initiatives to scale the bank’s offering for lower mid-market businesses, driving customer acquisition, product innovation, and revenue growth. He joined OakNorth following its strategic transaction with Monite in March 2026, which brought Monite’s financial automation technology and team into the bank to enhance its business banking capabilities. Ivan founded Monite in 2020, building a fintech platform focused on embedding financial operations tools into digital products. With deep experience across fintech and banking, he has a strong track record of building and scaling technology-driven financial solutions, and now plays a key role in integrating Monite’s capabilities into OakNorth’s broader finance automation strategy.

Jonathan Roomer is a Chartered Fellow of the Institute and Faculty of Actuaries and co-founder of YuLife, where he built and scaled the customer organisation across three continents and now focuses on applying AI to real-world business problems. Before YuLife, he earned an MBA at Imperial College and led KPMG’s Tech Growth team, advising hundreds of startups on how to grow. He speaks on AI, insurance, and the shifts that matter before they become obvious.

Jonathan Pearson is an experienced regulator at the Financial Conduct Authority. He has spent over 25 years in financial services regulation working in a variety of functions including Strategy, Supervision, Competition and most recently Policy. Currently, he holds the position of Head of Department for Consumer Policy and Outcomes, with his remit including the Consumer Duty – and particularly supporting firms and consumers in realising the benefits of the Duty, as well as co-ordinating the FCA’s work on vulnerability and financial inclusion.

Samantha is a financial services executive and NED with 360-degree experience spanning tier-one banks, prominent fintechs and major regulators.

Her most recent role at Lloyds Banking Group saw her leading the strategic direction on payments and delivering critical enterprise services including payment schemes, liquidity, settlement and policy compliance.

At the Financial Conduct Authority, Samantha oversaw payments supervision and the regulator’s Innovate agenda. Prior to this, she held several senior positions in NatWest driving digital innovation, strategy and change in transaction services.

Samantha served on the Board of Swift SC, becoming its Deputy Chair, and has also worked with newer fintechs including Form3 and Fnality.

A constructive and impactful voice for industry evolution, Samantha is the WIBF UK Leadership Council member for AI, Tech, Digital and previously chaired the UK Finance National Payments Vision work. Samantha champions action to unlock the economic opportunity of DEI, ensuring sustainable, risk-managed growth for firms and economies alike.

Rosie Franca is the Head of Customer Experience for Commercial Mid-Market for the Midlands & East of England. Prior to that, she was responsible for Performance Management in London & South East.

Since joining NatWest in 2015, Rosie has held roles in Business Banking, Entrepreneurship, Affluent Banking, and Corporate & Commercial Banking.

Prior to that, Rosie lived in Australia for 10 years, where she led teams in Retail & Small Business Banking; and held Relationship Management roles in Commercial Banking - including Real Estate Finance, Charities and Not- for-Profit Sectors.

Rosie holds a MBA from the University of York, and a BSc (Hons) in Nutrition from the Federal University of the State of Rio de Janeiro (Brazil). She also holds qualifications in Senior Leadership & Fintech from Saïd Business School, University of Oxford.

Rosie is a Fellow of Leadership Western Australia (FLWA).

Conrad Ford is Chief Product & Strategy Officer at Allica Bank (www.allica.bank), named by The Sunday Times as the UK’s fastest-growing company, and by Deloitte as the UK’s fastest-growing fintech firm ever. Backed by TCV - investors in the likes of Netflix, Revolut and Spotify - Allica is reimagining banking for established SMEs with the latest technology. Previously Conrad was sole founder of Funding Options - a fintech listed in the 2022 FT1000 ranking of Europe’s fastest-growing firms - that latterly sold to leading neobank Tide.

Martin Canwell is a Senior Account Manager at Aptean Respond, where he works closely with financial services organisations to help them modernise and strengthen their complaints management operations. In his role, Martin supports customers in extracting maximum value from Aptean Respond’s complaints management platform, with a strong focus on regulatory compliance, operational efficiency and customer experience improvement.

Martin has extensive experience advising firms on how to apply emerging technologies, such as AI‑enabled capabilities, to reduce manual effort, improve consistency, and enhance decision‑making across the end‑to‑end complaints lifecycle. He works with organisations navigating increasing complaint volumes, complex regulatory expectations and growing demands for faster, fairer customer outcomes.

At this event, Martin will share practical insights into how AI can be effectively deployed in complaints management, helping firms balance automation with control, transparency and regulator confidence while delivering better experiences for customers.

John Porteous has over 30 years’ experience in Wealth Management, having held senior executive roles across Financial Planning, Investment Management, Proposition and Digital. He joined Charles Stanley in 2019 as Head of Distribution and now serves as Managing Director of Central Financial Services and Chief Client Officer at Raymond James Wealth Management.

A regular speaker at key industry events, John has also held several influential positions within professional bodies, including Chairman of the Society of Financial Advisers, Director of the Institute of Financial Planning, and Council Member/Director of APFA.

In his current role, John has executive responsibility for oversight of Consumer Duty strategy across Raymond James Wealth Management.

Ronelle Arbib is Chief Operating Officer at Recognise Bank, with senior leadership experience across financial services, investments, and real estate in the UK and internationally. She leads the Bank’s operations, digital innovation and technology and customer experience strategy, with a strong focus on delivering good outcomes at scale. Ronelle also leads Recognise Bank’s partnership with Women in Banking and Finance (WIBF). Earlier in her career, she spent five years in operational roles in the Air Force, managing large teams, complex projects and mission critical operations.

A twice-exited tech founder and Oxford MBA, Sonia Bainbridge is passionate about the future of digital wealth and increasing access to personalised wealth strategies. Having scaled and exited two startups, she brings a founder’s mindset to the financial industry. Sonia previously built the wealth business for Octopus and now heads Digital Distribution for EMEA at Invesco, where her work focuses on developing new digital services for digital platforms and developing new capabilities for cash to investment conversion. She is also a regular guest lecturer on Oxford University’s Saïd Business School Executive MBA programme, ranked number one globally.

Michael Olsson is Head of Product at Tesco Insurance & Money Services, with over 15 years of experience leading customer‑centric digital transformation in Financial Services.

At Tesco, Michael focuses on how digital identity underpins customer experience, trust, and accessibility at scale. He has led the product direction for integrating millions of insurance customers onto Tesco’s core identity capability following the divestiture of Tesco Bank - ensuring continuity of experience, minimising customer effort, and supporting colleagues through complex change.

Michael brings a product‑led perspective on identity as a front‑door experience, not just an enabling technology. His work centres on reducing friction, lowering cognitive load for infrequent customers, and designing trust into everyday journeys. At this conference, he shares practical lessons on why identity is one of the most repeated - and most overlooked - customer experiences.

Ian Finn FCIM CMkr MIoD is a Senior Product Leader and author with 18 years of experience delivering transformational outcomes at enterprise scale across Identity, platforms, and AI-driven personalisation — spanning retail technology, financial services, and central government.

At Tesco PLC, Ian leads the Identity platform — the authentication and access layer serving tens of millions of customer accounts across five markets and several Group brands. Under his leadership the platform has reduced unnecessary authentication challenges by 35% through a fundamental rebuild of the platform's authentication approach, and played a central role in two landmark corporate milestones: the £700m divestiture of Tesco Bank to Barclays in November 2024, and Tesco's historic Group-level identity integration, bringing Tesco Insurance & Money Services onto the core identity platform.

His thinking on product leadership at scale is documented in Product Truths: Five Principles for Building Products That Work at Scale, published by At Scale Publishing and available on Amazon.

Earlier career highlights include VP Product at Barclays — delivering the bank's first digital self-service insurance platform — and Associate Director at Fidelity International, defining next-generation digital experience for 550,000 UK pension members.

'Liz Lumley is an independent journalist, podcaster, keynote speaker and moderator. She is a global specialist commentator on global financial technology or “fintech”. She has spent over 30 years working in the financial technology space, most recently as deputy editor at The Banker. She writes frequently for publications such as Compliance Corylated, Treasury Today, and Fintech Futures. She was also a director at VC Innovations and architect of the FTT Festival, managing director at Startupbootcamp FinTech London, and an editor at financial services and technology newswire, Finextra. She was named Journalist of the Year for Technology and Digital Finance at State Street’s UK Press Awards for 2022.

Humera joined Pay.UK in July 2022 as Head of Fraud to stand up a Fraud function and deliver creative solutions to aid the fight against fraud within the financial industry. Pay.UK runs the UK’s retail payments systems including the Faster Payments System, BACs and Image Cheque Clearing system. Pay.UK were heavily involved in the implementation of the PSR's APP fraud reimbursement policy which went live in October 2024. Since then, Pay.UK are committed to expand their fraud solutions to help PSPs fight fraud. Humera has many years of experience and expertise in anti-fraud solutions, with a prior banking background where she led the delivery of complex large-scale IT and business-led transformation programmes in Financial Services and Financial Technology. She headed up the Fraud and Financial Crime Platforms at TSB and before that, Humera worked for many years at Barclays.

Michelle Monck is Director of Marketing at Redwood Bank, a specialist business bank launched eight years ago to challenge mainstream lenders and better serve the UK’s underserved SME market. Based in Letchworth and Warrington, Redwood combines relationship banking with modern technology and achieved profitability within three years, one of the fastest results for a start up bank. Michelle leads marketing strategy and manages relationships across the existing lending customer portfolio, with a focus on driving growth and increasing lifetime value through targeted marketing and brand building on a budget.

Joseph Jack is Head of Compliance at ArvatoConnect, with over 15 years’ experience across contact centre operations and regulated financial services, spanning both first-line Operations and second-line Risk & Compliance roles. He has a particular focus on the Consumer Duty, supporting the business to translate regulatory requirements into practical processes that drive good customer outcomes. More recently, his work has centred on the use of AI in operational environments, with a specific interest in how to deploy and manage the technology in a way that supports the delivery of good outcomes for all customers, including those in vulnerable circumstances.

Junior is an award-winning executive coach, facilitator, and experienced ERG leader with over 18 years’ experience in the financial services industry and leadership.

He works with senior leaders, and individuals from the global majority to unlock their potential and excel in their careers.

He is also a peer mentor for the NHS, and community volunteer for African Rainbow Family, supporting LGBT people seeking asylum and refugees with access to healthcare and navigating life in the UK.

Junior hosts the annual Black Voices in Coaching Research Conference and has spoken at large scale events globally.

He applies an inclusive lens to all that he does, promoting a culture of acceptance without exception, tackling systemic barriers, cultural intelligence, and unconscious bias - and has been listed on the INvolve Role Models list for the past three years and recognised in the LGBT Awards, Ethnicity Awards and most recently the Black Talent Awards.

Lightbox Wealth CEO and co-founder Phil Watson is an investment executive and entrepreneur focused on helping family offices, wealth managers, and institutional investors make better investment decisions through technology, governance, and data intelligence. Formerly a Managing Director at Citi, Phil held senior leadership roles spanning investment strategy, innovation, and client solutions, including serving as Global Head of the Investment Lab and Chief Innovation Officer within wealth management.

Phil now leads Lightbox Wealth, a firm dedicated to delivering “simpler, smarter, safer” investment decisioning capabilities through its Optimised-CIO platform. His work focuses on combining institutional-grade governance, portfolio analytics, AI, and decision architecture to support family offices and professional investors in navigating increasingly complex markets.

A regular speaker on wealth management, AI, and investment governance, Phil is passionate about transforming how investment organisations operate - moving from fragmented reporting toward proactive, intelligent decision environments.

Steve is a Lead Analyst within Global Data's Financial Services Practice responsible for Fintech and Thematic content. His research covers all areas of digital transformation strategy from both a customer and technology perspective, with a particular focus on disruptive new business models. Prior to GD, Steve spent time at Forrester and Corporative Executive Board (CEB), and within Strategy roles at Lloyds bank.

Kapil Ahuja is Partner Director and CTO at Nagarro Ventures & Studios, where he leads the practice designing and building AI-native digital experience platforms for global enterprises.

His view: most CX transformation fails not at the vision layer but at the execution gap. Real progress requires AI working on both sides: in the experience the customer encounters, and in the build process that creates it. He writes and speaks on intent-driven AI development, the principle that AI should work from human intent across the full build cycle, not just as a feature in the finished product. He works directly with CMOs and CXOs on platform strategy, experience architecture, and end-to-end delivery.

Lidia Treiber, CFA®, is a globally experienced investment professional, author, and Non-Executive Director with expertise spanning traditional and alternative investments. She has worked at leading asset managers, including BlackRock, Wellington, Invesco, and WisdomTree, contributing to the growth of their international investment businesses and sharing investment insights with institutional investors, wealth managers, and family offices to support informed decision-making.

She has been featured in the Financial Times, on CNBC, and in leading European publications and is known for translating complex financial concepts into clear, practical insights. As a CFA charterholder with credentials in sustainable investing, she combines technical expertise with a deeply human approach to wealth.

Drawing on her international career across the US, UK, and Europe, Lidia is passionate about empowering others to engage confidently with wealth management. Through her new book Build Out Wealth, and speaking engagements, she demystifies investing and helps professionals align financial success with long-term purpose and values.

Mark is Head of Behaviour Change at reChanneld, a Nordics company that blends the learnings from behavioural economics and cutting edge technology to help motivate consumers into taking action. Tech on its own, without a profound understanding of human preferences and behaviours, has a habit of missing the mark. By putting consumer behaviour front and centre of any tech solution, we have managed to deliver behaviour change at scale for our clients. Together, our team has nudged millions of customers towards faster, more efficient digital self-serve with intuitive signposting tools and simple user chosen pathways.

A stalwart and mainstay of the contact centre industry almost his entire career, Alex Clay has a genuine passion for helping organisations unlock the full potential of their customer engagement and operational platforms. From his experiences as a customer agent to supervisor, then project and technical consultant, Alex has delivered real value from modernisation programs, upgrades and migrations from old to new platform with minimum disruption and maximum results.

Mark Cunningham is the UK Managing Director at PriceHubble, Europe’s leader in property data solutions for finance and real estate. He brings deep expertise in property data, analytics, and digital transformation, with a strong track record of helping financial institutions and real estate players unlock value through data-driven insights.

Prior to joining PriceHubble, Mark co-founded WhenFresh, a leading provider of UK property data and analytics for banks, insurers, and utilities that was acquired by PriceHubble at the end of 2023, becoming a key part of its UK operations. With a background in venture start-ups, commercial development, and data architecture, Mark has founded and led several businesses at the intersection of data and innovation

Emily Gore is Vice President of Strategy and Business Development for Broadridge Customer Communications International. She brings a wealth of expertise, working with leading firms to modernise communications management and improve customer experience and outcomes. Emily also leads on BRCC International’s rolling programme of industry research shining a light on best practice CX, customer understanding and outcomes and the communications modernisation agenda.

Matthew Dijkstra is Chief Customer Officer at Vitality UK, where he leads the strategy that places customers at the heart of everything the business does.

During his time at Vitality, Matthew has driven the transformation of operations — embedding enabling technologies and processes, championing a Customer Charter, and building a playbook for exceptional member experiences at every touchpoint. This work has earned Vitality recognition at the European Contact Centre & Customer Service Awards and the UK Customer Experience Awards.

A qualified pharmacist with experience across the private and public sectors in South Africa and the UK, Matthew brings a rare mix of clinical insight and operational expertise. This background shapes his passion for supporting Vitality's Health and Life insurance members during their most vulnerable moments and times of need.

Declan Ivory, VP of Customer Support at Fin (formerly Intercom), is an experienced senior leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations through major business transformation. Prior to joining Fin, Declan worked for nearly a decade at Amazon Web Services, Tableau Software, and Google Cloud, where he specialized in building scaled support operations, improving operational excellence, and driving technical innovation in the delivery of support.   At Fin, Declan is driving an AI-first ‘Customer Service’ strategy that is focused on transforming the customer experience, enhancing the support role, and moving support to be a real driver of value for the business. Designing customer journeys that are smarter, faster, and deeply human where needed.

Prerna is COO of Freedom, a fintech building the payments and income layer making it easier for retirees to access and manage money they spent decades saving. She was part of the founding team at Project Nemo, leading strategy, operations, and its outputs including the podcast and resource hub. The team won the Money20/20 Grand Prix Diamond Award. Her career spans twenty years in financial infrastructure, including serving on the founding team at ClearBank, as COO at Seccl, and through Rygur, where she advises banks, fintechs and regulators across the UK, Middle East, India and North America. She backs early-stage impact businesses through Vriksh Impact Partners and mentors girls in Navi Mumbai through Shaktii Education. Her work has been recognised by the Innovate Finance Women in FinTech Powerlist, ETA 40 Under 40 and the PayTech Awards.

Andreza Pires is Strategy Director at CI&T EMEA, where she leads digital product strategy and experience design for complex platform ecosystems across financial services and living sectors. She brings extensive experience in product leadership, user research, and large-scale platform delivery, with a focus on creating accessible, user-centred solutions.

Andreza was the product lead in the concept creation of Project Nemo, an initiative focused on improving financial accessibility for adults with learning disabilities. Working alongside a cross-sector team, she helped shape the product vision, user experience, and strategic direction of the app.

She focuses on translating business strategy and user insight into scalable digital products, with experience spanning digital transformation programmes in payments, insurance, hospitality, industrial manufacturing, and logistics across Europe, the United States, and Latin America.

Anthony Eghan is a highly experienced business and technology professional with a proven track record of helping organisations improve customer experience, operational performance and service delivery. Combining strong commercial insight with deep technical expertise, he has spent his career working with businesses across regulated industries, supporting digital transformation programmes, stakeholder engagement and innovative solutions that drive measurable results.

Known for his collaborative approach and ability to connect strategy with practical execution, Anthony has successfully worked with senior leaders, clients, and cross-functional teams to deliver impactful outcomes. His expertise spans consulting, business development, customer operations, and technology-enabled change.

Passionate about continuous improvement and innovation, Anthony is also an advocate for professional development and knowledge sharing. His engaging style, industry experience, and commitment to excellence make him a valued contributor at conferences, industry forums, and leadership events.

"Hi, I'm Will. I lead Financial Services Growth at Atombit. We help our customers orchestrate Data, Analytics, AI & Automation to deliver guaranteed ROI & measurable outcomes for customer experience, whilst strengthening profitability and compliance.