4th Annual Customer Experience in Financial Services Conference 2024

The ultimate conference for the financial sector to drive seamless experiences and thrive in the digital age.

18 - 19

June

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

Why attend?

WHAT TO EXPECT FOR 2024?

  • Hear how top financial companies and industry leaders are addressing CX trends, challenges and strategies.
  • Gather expert insight from an impressive speaking faculty.
  • Discover the latest innovation and updates from a carefully curated agenda, which covers two content tracks and spans across two rich and fulfilling days.
  • Enjoy two days of invaluable networking opportunities.
  • Be part of timely and relevant conversations and hear about topics that are trending in the industry.

200+

Attendees

15+

Exhibitors

20+

Speakers

70%

Attendees at Director+ level

200+

Attendees

15+

Exhibitors

20+

Speakers

70%

Attendees at Director+ level

2023 Agenda

  • 27 Jun 2023
  • 28 Jun 2023
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Streams

Stream one

Changing Customer Behaviours

Stream two

Digital Innovation

11:30 AM

Making business more human to deliver digital transformation

  • Why is a people-first approach so important when delivering digital transformation
  • How can you ensure the business is ready to deliver large-scale change and innovation
  • What are the key actions needed to organise your stakeholders to ensure delivery
  • Lessons learnt and acknowledging the past to create the future you want now

Speakers

Wasim Mushtaq
Former Transformation Lead, Standard Chartered Bank

12 PM

How does a better customer experience start with engaged digital colleagues?

  • Learn how evolving customer experiences could shape your colleagues' expectations
  • How to help colleagues help clients navigate a new digital journey
  • What can be learned from multi-generational colleagues and customers

Speakers

Yohan Lobo
Industry Solution Manager - Financial Services, M-Files

12:30 PM

Panel Discussion: Harnessing AI to deliver the most value

  • Exploring the most effective applications of AI across CX
  • Boosting customer satisfaction through conversational AI
  • Looking at the importance of AI in banking, payments & fraud
  • Empowering teams and not replacing them through AI

 

Speakers

Edmund Towers
Head of Regtech & Advanced Analytics, Financial Conduct Authority
Dastan Shukanayev
Senior Payments & Strategy Lead, Marks & Spencer
Philip Hallehn
Regional Head of Customer Success, boost.ai

1 PM

Lunch break

2 PM

Fireside chat: What makes the next generation of embedded finance so powerful?

  • Investigating the key trends and implications of embedded finance and BaaS
  • Integrating financial services into digital platforms to unlock advanced consumer possibilities
  • Examining existing processes and improving areas using embedded solutions
  • How can banks co-inside with tech companies in the awakening of embedded finance?

 

Speakers

Dastan Shukanayev
Senior Payments & Strategy Lead, Marks & Spencer
Maria Campbell
Chief Operating Officer, Griffin

2:30 PM

Duty of care: Delivering ultimate CX in finance

Meeting new consumer duty regulations with ultimate CX – learn about the tools involved

  • How to wow customers in a heavily regulated environment; best-practice examples from other industries (UKPN, Tesco Bank)
  • How to address the needs of the digitally disadvantaged & financially vulnerable; NLP and introduction to TX, the true omni-channel experience
  • Quantum leap; how to represent all age demographics

Speakers

Ed Winfield
Vice President/Director Global Partnerships, Content Guru

3 PM

Fireside chat: Crypto & blockchain: Working practices or just a fad?

  • Building next-generation banking platforms through innovation
  • Looking at the development of digital assets in recent years
  • Exploring used cases of cryptocurrency and blockchain in everyday banking
  • Understanding the future financial roadmap, where do blockchain and crypto fit?
  • How do banks participate safely?

Speakers

Vivek Jain
Head of Audit – Insurance, Pensions and Investments, Lloyds Banking Group
Victor Chatenay
Digital Consultant, RBS International
Suneet Muru
Analyst, GlobalData

3:30 PM

Networking Break

8 AM

Registration and refreshments

8:45 AM

Chair’s opening remarks

Speakers

Stephen Walker
Lead Analyst, Thematic & Fintech Research, GlobalData

9 AM

Keynote Address: Moment’s that matter: Creating inclusivity for all customers

  • Considering consumer well-being across the digital customer journey and designing products for inclusivity
  • Looking to a blending offering approach across customer touchpoints to cater to generational needs and vulnerable customers
  • Managing customer-centricity in more complicated financial products

Speakers

Thomas Girling
Head of Regulated Advice, Skipton Building Society

9:30 AM

How to transition from financial services to superior financial eXperiences

  • The evolution from customer service to customer eXperience
  • What characterises the eXperience economy?
  • How does data and technology align?
  • Driving growth and value for the customer and for the business

Speakers

John Glennane
CEO, Capventis

10 AM

Panel Discussion: Digital-first vs digital only: Meeting demands of the modern consumer

  • Creating a friendly, customer-centric, and future-ready digital journey
  • Reacting to unpredictable times by bringing the human touch to the digital age and providing personalised customer support
  • Supporting late digital adopters and ensuring no customers get left behind
  • What do new digital relationships with customers look like?

Speakers

Wasim Mushtaq
Former Transformation Lead, Standard Chartered Bank
Thomas Girling
Head of Regulated Advice, Skipton Building Society
Emma Lane
Former Head of Client, Allica Bank
Natalie Fuller
Head of Customer Experience and Communication, Cashplus Bank
Stephen Kennedy
Director of Solutions eGain
Paul Sweet
Head of Customer Experience, FSCS

10:30 AM

Control the chaos of managing external workflows in financial services

  • Modernize your client interaction workflows to drive efficiency and increase retention
  • Streamline your external business processes with guided assistance across account acquisition, onboarding, underwriting, and account servicing
  • Rethinking today’s costly, inefficient, and fragmented external engagement model, which requires significant manual intervention
  • Orchestrate each step of your external processes to fast-track client workflows and drive efficiency, with a great experience

Speakers

Shimona Pinto
Senior Corporate Solutions, Moxo

11 AM

Networking break

11:30 AM

Fireside Chat: Women in finance: Moving in the right direction

  • Is the industry doing enough to promote gender equality?
  • Why aren't there more women in finance leadership positions?
  • What can the industry forecast for the future and how can we ensure diversity is within this?

Speakers

Tracey Davidson
Deputy, CEO, Handelsbanken
Emma Lane
Former Head of Client, Allica Bank
Ranila Ravi-Burslem
Distribution Director, Scottish Widows

12 PM

Driving successful financial outcomes for customers

Learn how Fidelity, Volvo, and Santander use their Voice of Customer program to deliver better experiences and outcomes for their customers. Through real-life examples, experts from Medallia will share how leading Financial Services deliver customer-centric programs, better understand customers, solve problems, influence decisions, and create financial value.

Speakers

Matt Churchill
Senior Director, Medallia

12:30 PM

Panel Discussion: Revolutionising financial services through technology and innovation

  • How can financial service organisations use AI to redesign customer experience?
  • What practical steps can financial service organisations take to integrate AI and innovation into their CX strategy today, and what resources are available to help them?
  • In the context of financial services, what makes the launch of ChatGPT intriguing and unique? What sets it apart?
  • What are the initial significant trends that are emerging as a result of the introduction of ChatGPT?

Speakers

Janthana Kaenprakhamroy
CEO and Founder, Tapoly
Jason Maude
Chief Technology Advocate, Starling Bank
Leon Gauhman
Co-founder and Chief Product & Strategy, Elsewhen
Shaun Edmeston
Head of Customer Experience, Absa Bank

1 PM

Lunch break

2 PM

Designing client experiences of the future in wealth management

  • Navigating industry CX and digitalisation trends
  • Exploring key personalisation strategies
  • Looking to the wealth and investable asset area for inspiration

Speakers

Gleb Ivanov
Director, Barclays Wealth Management

2:30 PM

When it comes to CX, now is the time to ask for more:

  • Ask more from your people
  • Ask more from your agency/partners
  • Ask more from your customers

Speakers

Charlie Attenborough
Chief Marketing and Commercial Officer, The BIO Agency

3 PM

Nudging passives into promoters: Listening, learning and acting on customer feedback

Those who score us a passive 7 or 8 out of 10 (NPS) are essentially telling us that we have delivered a perfectly adequate experience, but not why it didn’t warrant a 9 or a 10:

  • What do we need to do to truly create that wow factor?
  • The time has come to stop crossing our fingers that 10s would start rolling in but instead take action to bring them there through
  • Effortless every day and extraordinary when it matters experiences
  • Hear how NatWest have moved away from an internal culture of chasing scores towards a mission to create genuinely happy customers

Speakers

Ian Goulding
Head of Insight Operations, NatWest Group
Emma Duguid
Customer Insight Lead, NatWest Group

3:30 PM

Networking Break

4 PM

Panel Discussion: Building strategic alliances to accelerate digital transformation in banking

  • Navigating 2023 valuations and Fintech predictions
  • Investigating modern eco-systems: What can FinTech’s teach traditional banks?
  • Where are the collaboration opportunities in the Fintech landscape?
  • Are big tech essential future partners or existential threats?

Speakers

Kevin Mountford
Co-Founder, Raisin UK
Inès Rigaud
Innovation Analyst, HSBC
Suneet Muru
Analyst, GlobalData
Raj Sharma
Account Director, Quantum Metric
Phillip O’Neill
Financial Services Director (Europe), Kin + Carta's

4:30 PM

The future of customer service in a ChatGPT world

  • Introducing the AI Agent
  • How generative AI coexists with conversational AI in customer service
  • How the AI Agent coexists with the human agents

Speakers

Alan Ranger
VP Marketing, Cognigy

5 PM

Putting the CX talk into practice: How do our customers want us to approach innovation?

  • Utilising innovation to advance relationships with clients
  • Understanding what consumers mean and expect by 'innovation'
  • Navigating obstacles and hidden obstructions; how will the recession risk affect future financial innovation?
  • Investigating the top CX trends; how does empathy enable innovation?

Speakers

Dominique Gribot-Carroz
Global Head of Customer Experience, Moody's

5:30 PM

Chairs closing remarks

Speakers

Stephen Walker
Lead Analyst, Thematic & Fintech Research, GlobalData

5:40 PM

Drinks Reception

8 AM

Private Breakfast Briefing: Financial services: Upgrade your UX with a one-identity strategy

In today's digital world, customers and partners won't tolerate poor user experiences from legacy financial organisations. Millennials and Gen Z, the largest adult cohort globally, expect streamlined, personalised, secure access to financial services and are willing to switch providers if dissatisfied. Many incumbents struggle to compete due to legacy systems, resulting in multiple logins and a fragmented view of financial products. As a result, nimble FinTechs provide a hyper-personalised experience, causing concern among 88% of banks, insurers, and investment managers according to a PwC study.

  • What are the expectations of Millennials and Gen Z when it comes to accessing financial services?
  • How do legacy systems impact the user experience for customers of financial services incumbents?
  • What are the consequences for financial organizations that fail to provide a satisfactory user experience?
  • What are the main concerns of customers and partners in the digital world regarding financial services?
  • How can modern technology help financial organizations compete with FinTechs?
  • What are some strategies that financial services incumbents can adopt to improve their competitiveness in the digital age?

What is a one-Identity strategy? And How a one-Identity strategy with Okta can help FS organisations.

Speakers

Kevin Butler
Principal Solutions Engineer, Okta

8 AM

Registration and Refreshments

8:45 AM

Chair’s opening remarks

Speakers

Steve Walker
Lead Analyst, Fintech & Thematic

9 AM

Fireside chat Adapting business models: Banking strategies for a new era

  • Preparing for economic turbulence
  • Changing culture and mindset
  • Building an insight strategy for the future
  • Emerging and disrupting technologies in finance

Speakers

Conrad Ford
Chief Product & Strategy Officer, Allica Bank
Stephen Walker
Lead Analyst, Thematic & Fintech Research, GlobalData

9:30 AM

Customer data: How today’s technology can help gain control, ensure compliance to achieve monetisation

  • Gain control over your data
  • Use your customer data to take understanding your customer to the next level
  • Tips to ensure the compliance of customer data and its usage to today's privacy regulation
  • How a customer data platform support strategies to enhance customer trust and help organisations to act on insights in a safe environment

Speakers

Chris Thomson
Senior Account Director, Treasure Data

10 AM

Panel Discussion: Happy workplace, happier customers: Achieving organisational resilience

  • How do you break free from old habits and systems?
  • What are some creative business models to consider?
  • What steps must you take to foster a culture of long-term innovation?
  • Promoting well-being and assisting efforts to keep employees engaged and upbeat in both the real and virtual worlds
  • Ensuring CX success by bridging the digital skills gap through effective training and development

 

Speakers

Shaun Edmeston
Head of Customer Experience, Absa Bank
Dan Pass
Chief Technology Officer, Perenna
Ronelle Arbib
Chief Operating Officer, Recognise Bank
Sarah Green
Business Development Director, Client Partner, Mortgages, Capita
Suneet Muru
Analyst, GlobalData

10:30 AM

Delivering usable, inclusive, and secure authentication across the customer lifecycle

  • Leading financial services firms are modernizing their approach to remote customer authentication
  • Authentication methods often impacted customer usability, fail to be secure, and result in performance issues and customer abandonment
  • Discover how financial services firms are ensuring they deliver usable, inclusive and secure authentication across the customer lifecycle
  • Hear key case studies, the changing regulatory and standards landscape and highlight the key recommendations for appropriate and proportionate authentication in different use cases

Speakers

Anthony Lam
Head of Product, iProov

11 AM

Networking break

11:30 AM

Fireside chat: ESG & Financial services: What’s on your green agenda?

  • Managing ESG priorities in an increasingly difficult economic environment
  • Learning from consumer and employee insights and behaviours
  • Avoiding greenwashing and establishing successful communication strategies
  • Digitalisation and sustainability, where are we?

 

Speakers

Kirstie Ross
Sustainability Lead, TSB
Oli Cook
CEO & Co-Founder, ekko
Stephen Walker
Lead Analyst, Thematic & Fintech Research, GlobalData

12 PM

Building a trusted, connected, and inclusive experience-based customer journey in financial services

  • Financial services are on a journey of transformation from a service led industry, to one where customers and clients expect an experience across all interactions which allows them to feel excited about working with your organisation
  • There is a new thought growing ever more popular, which is customer experience management (CXM), and one of our key focusses here is how organisations can maintain a clear line of sight on the customer – and not neglecting the human, both from a customer and employee perspective
  • CXM focusses on bringing firm existing internal tools, ecosystems, process automation, journey orchestration and communication channels together, to seamlessly connect the customer journey
  • Our insights can help you understand the current situation and what the expectations are of the future – and how the right solutions, in the right place at the right time, can grow your customer experience

 

Speakers

Lee Russell
Client Solutions Director, Davies Group
Michael Anderson
VP – Client Management, Consulting, Davies Group

12:30 PM

The future workplace of the finance industry

  • How will Artificial Intelligence impact work?
  • How will digital labor affect the UK finance industry?
  • Ensuring CX success by bridging the digital skills gap through effective training and development

Speakers

Robert Garlick
Managing Director, Citi

1 PM

Lunch break

2 PM

Revolutionise your team collaboration through monday.com

  • Maximize project success; optimize resource allocation for optimal outcomes in the financial sector
  • Agile excellence; embrace dynamic methodologies for timely delivery and continuous improvement
  • Risk mitigation and compliance; safeguard stakeholder interests with robust financial project management
  • Create high performance teams through automations eliminating manual work

Speakers

Tooba Ahmed
COO, Aulysius

2:30 PM

Laying the groundwork for a first-class consumer journey

  • Striking a balance between technology, speed of delivery and maximising personal relationships
  • Examining the risks of growing automation in banking and reassessing self-service consumer journeys
  • What consumer channels should be prioritised in 2023 and beyond?

Speakers

Thomas Simpson
Managing Director, YBS Commercial

3 PM

Fireside chat: Injecting life into the customer onboarding experience

  • Making first impressions count: ensuring a smooth client journey from day one to establish future connection and engagement
  • Streamlining the customer onboarding process with integrated technology and a well-thought digital journey
  • Drawing attention to tried and tested methods for optimizing customer onboarding through digital identity schemes, automation, and one-stop-shop portals

 

Speakers

Lisa Elliott
Voice of the Customer Manager, Lloyds Banking Group
Shaun Edmeston
Head of Customer Experience, Absa Bank
Ronelle Arbib
Chief Operating Officer, Recognise Bank

3:30 PM

Chairs Closing Remarks

Speakers

Stephen Walker
Lead Analyst, Thematic & Fintech Research, GlobalData

3:40 PM

Close of Conference

2023 Speakers

Select a speaker to learn more

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Gleb Ivanov
Director, Barclays Wealth Management

A successful hands-on team lead and product owner using agile principles for successful delivery. Has worked in multiple financial organisations and different regions undertaking development, business analysis and project management tasks. Operates at the intersection of the business and the technology leveraging the domain knowledge. Has experience with different asset classes (equities, equity derivatives, rates) and both buy and sell sides. Worked on multiple applications covering different aspects of the banking business (manual trading, automated market making, algorithmic trading strategies, risk, analytics and surveillance).Passionate about User Experience and Design. Knows what good looks like

Session Details:

Designing client experiences of the future in wealth management

2023-06-27, 2:00 PM

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Edmund Towers
Head of Regtech & Advanced Analytics, Financial Conduct Authority

Ed is a specialist in Data, Analytics, Innovation, Strategic Transformation and Cultural Change. He is Head of the FCAs Advanced Analytics function and Data Science Units. Prior to the FCA he was a Manager in Accenture’s Financial Services Change practice

Session Details:

Panel Discussion: Harnessing AI to deliver the most value

2023-06-27, 12:30 PM

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Conrad Ford
Chief Product & Strategy Officer, Allica Bank

After an early career in banking which included a spell in corporate strategy, Conrad gained a passion for digital whilst COO of a member of the ‘Deloitte Fast 500’ fastest-growing technology firms. This led Conrad to start his own digital financial technology (fintech) business Funding Options, which is listed in the 2022 Financial Times 'FT 1000' fastest-growing firms in Europe, and has an exceptional 95%+ Trustpilot customer satisfaction rating.

Now Conrad enjoys doing things that make use of his unique experience, having led both corporate business units as well as new digital ventures, built market-leading direct channels as well as blue-chip partnerships, and been at the centre of an industry responding to unprecedented disruption.

Session Details:

Fireside chat Adapting business models: Banking strategies for a new era

2023-06-28, 9:00 AM

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Tracey Davidson
Deputy, CEO, Handelsbanken

Tracey joined Handelsbanken from Barclays in 2003 to help to establish banking operations in the UK, where she then became Senior Vice President and Head of Northern UK in 2010. Having successfully secured the acquisition of Heartwood Wealth Management Limited, In 2013 she joined the company as Executive Director, where she led the integration and business development agenda. Tracey subsequently became Chief Executive Officer in 2014 and is now Deputy CEO of Handelsbanken Plc.  She remains the Chair at Handelsbanken Wealth and Asset Management.

  • Board Member of the Personal Investment Management & Financial Advice Association (PIMFA)
  • Board Member at the Chartered Institute for securities and investments (CISI)
  • Chair of the Integrity and Ethics Committee at the Chartered Institute for Securities and Investments (CISI).

 

Tracey holds the IAC certificate from the CISI and the ACIB qualification from the London Institute of Banking & Finance.

 

Session Details:

Fireside Chat: Women in finance: Moving in the right direction

2023-06-27, 11:30 AM

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Robert Garlick
Managing Director, Citi

*Investment Banking (28+ years and several 1000 meetings with CEOs and CFOs) *Management (17+ years in UK, EMEA, US and Global roles) *Author (Theme Investing, Innovation, Future of Work, Education, Digitisation) *Speaker *Qualified Executive Coach *L&D *Recruitment *Product Management *Sales *Capital Raising *Fund Management *Investment Analyst *Charity

Session Details:

The future workplace of the finance industry

2023-06-28, 12:30 PM

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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 Discussion: Revolutionising financial services through technology and innovation

2023-06-27, 12:30 PM

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Vivek Jain
Head of Audit – Insurance, Pensions and Investments, Lloyds Banking Group

Senior Audit Leader with multi-disciplinary experience of over 22 years in the area of digital transformation, technology and business auditing. Expertise in risk and controls within financial services (retail, markets, insurance, investments, wealth), digital, technology, cyber, resilience, emerging technologies, data and sourcing.  Building collaboration and engagement across senior leaders, regulators and control functions.

Currently, Head of Audit with Lloyds Banking Group covering Insurance, Investments, Wealth, Stockbroking business areas and strategic technology platforms, digital transformation, data management and migration. Previously, worked with Deutsche Bank, Bank of Africa UK, Credit Suisse, KPMG and Oracle.

Session Details:

Fireside chat: Crypto & blockchain: Working practices or just a fad?

2023-06-27, 3:00 PM

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Natalie Fuller
Head of Customer Experience and Communication, Cashplus Bank

Natalie is head of customer experience and communication at Cashplus and a digital, culture, brand and customer experience strategist with over 10 years experience working both agency and client side.

Session Details:

Panel Discussion: Digital-first vs digital only: Meeting demands of the modern consumer

2023-06-27, 10:00 AM

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Kirstie Ross
Sustainability Lead, TSB

Session Details:

Fireside chat: ESG & Financial services: What’s on your green agenda?

2023-06-28, 11:30 AM

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Thomas Simpson
Managing Director, YBS Commercial

A dynamic, people focused leader with experience of launching and growing a scale Commercial Lending business driving rapid business growth via execution of a clear strategy.

Has a significant breadth of experience to draw on having undertaken a wide range of roles ranging from compliance, AML, operations, strategy and transformation at both leading professional services, (Big-4 and boutique consultancy) and industry firms.

Session Details:

Laying the groundwork for a first-class consumer journey

2023-06-28, 2:30 PM

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Janthana Kaenprakhamroy
CEO, Tapoly

Janthana is listed by Forbes as number 6 of the top 100 women founders to watch, and is among the Top Ten Insurtech Female Influencers according to The Insurance Institute. She is the founder of Tapoly, the leading on-demand insurance company for the sharing and gig economy, as seen in the Top 5 Insurtechs at the European Fintech Awards 2017. She is a chartered accountant and former investment banking professional, as well as a co-author of the InsurTECH Book.

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Thomas Girling
Head of Regulated Advice, Skipton Building Society

Tom is a experienced Financial Services Sector Senior Leader and Product Development Specialist with over 17 years of experience within financial services.

During Toms time in the industry, he has been successful in spearheading product development and management strategies within fast-paced ecosystems, ensuring compliance with industry-wide best practices and regulations, providing leadership to large cross-functional teams and departments, empowering organisations to uplift revenues through enriched customer experience and service offerings. Currently Tom is working as the Head of Regulated Advice by Skipton Building Society, the UK's 4th largest building society with over 1 million members and 88 branches.

Session Details:

Panel Discussion: Digital-first vs digital only: Meeting demands of the modern consumer

2023-06-27, 10:00 AM

Session Details:

Keynote Address: Moment’s that matter: Creating inclusivity for all customers

2023-06-27, 9:00 AM

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Ranila Ravi-Burslem
Distribution Director, Scottish Widows

Ranila is currently working as a distribution director at Scottish Widows and previously has lead the customer strategy for the SME market as Director of SME Solutions for Aviva in the UK. Before this she was Director of marketing for NEST Pensions where she had responsibility for customer strategy, propositions, distribution, and digital across commercial and retail markets. She has deep experience of delivering business growth and strategies in diverse sectors such as professional services, financial services and charities. She has also been on the board of international development charities and is passionate about gender issues.

Session Details:

Fireside Chat: Women in finance: Moving in the right direction

2023-06-27, 11:30 AM

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Emma Lane
Former Head of Client, Allica Bank

Emma is is responsible for the development and performance of Allica’s growing UK network of Business Relationship Managers and further accelerates the Bank’s focus on restoring relationship banking to SMEs. Emma joined Allica from Allied Irish Bank (GB) where she led their team of relationship managers in the South East.  Prior to this, Emma held a number of senior roles at Lloyds Banking Group. Allica is the only fintech challenger bank in the UK dedicated to providing a full range of credit and payment services to established, growing SMEs – combining proprietary technology and experienced local relationship managers to provide great customer experience

Session Details:

Panel Discussion: Digital-first vs digital only: Meeting demands of the modern consumer

2023-06-27, 10:00 AM

Session Details:

Fireside Chat: Women in finance: Moving in the right direction

2023-06-27, 11:30 AM

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Stephen Walker
Lead Analyst, Thematic & Fintech Research, GlobalData

Digital banking analyst. Ten years' experience within top tier analyst firms/retail banks; covering the market from both a customer strategy and tech enablement perspective.

Session Details:

Chair’s opening remarks

2023-06-27, 8:45 AM

Session Details:

Fireside chat Adapting business models: Banking strategies for a new era

2023-06-28, 9:00 AM

Session Details:

Fireside chat: ESG & Financial services: What’s on your green agenda?

2023-06-28, 11:30 AM

Session Details:

Chairs Closing Remarks

2023-06-28, 3:30 PM

Session Details:

Chairs closing remarks

2023-06-27, 5:30 PM

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Wasim Mushtaq
Former Transformation Lead, Standard Chartered Bank

Wasim’s career in financial services has focused on leading operational teams and delivering strategic change across banking sectors. Partnering with global banks to execute large-scale transformation, and advising innovative startups to launch new products and services.

 

He spent his formative years in business banking at Abbey National Bank; followed by global banking and markets at RBS where I managed teams delivering all UK Libor lending for commercial and corporate banking.

Moving onto Barclays Wealth Management as VP Head of Credit Operations, and onto the Operations Lead role to launch Smart Investor. Before consulting in the CIO office to deliver group programmes covering system decommissioning, platform implementations, banking entity closures, launching new products, and structural reform for the Private Bank.

 

Transitioning into fintech as Director of Operations and Projects at AskIf, launching CBILS with the British Business Bank as part of the initial wave of UK lenders. Developing SME green finance innovations, managing operational third-party vendors, brokers and external client lending portfolios utilising managed services.

 

Most recently as the Transformation Lead in Financial Markets at Standard Chartered Bank delivering global change initiatives impacting all 45 regulatory markets. Leading the plan, design and transition of a material outsourcing programme under NDA within a full RFP lifecycle. Delivering business outcomes in people, operations, technology, communications, finance, risk & transition workstreams.

 

Wasim received his Master’s in Economics from the University of Glasgow and more recently completed executive certificates at Saïd Business School, University of Oxford, and MIT Sloan School of Management. His focus areas are business strategy, digital transformation, client journeys, process reengineering, lending, regulatory adherence, corporate innovation, platforms, open finance, and outsourcing solutions.

Session Details:

Panel Discussion: Digital-first vs digital only: Meeting demands of the modern consumer

2023-06-27, 10:00 AM

Session Details:

Making business more human to deliver digital transformation

2023-06-27, 11:30 AM

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Stephen Kennedy
Director of Solutions eGain

Stephen Kennedy heads the EMEA solutions team for eGain.  Working with eGain’s customers and prospects, he helps clients understand the benefits that can be obtained with a successful eGain implementation. Stephen started his career with Sterling Software where he managed the Northern European support centre. Using effective knowledge during his tenure at Sterling software, he moved into a Pre-Sales role, working with prospects and customers to achieve some of the results he attained. For the last 20+ years, Stephen has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits.

Session Details:

Panel Discussion: Digital-first vs digital only: Meeting demands of the modern consumer

2023-06-27, 10:00 AM

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Shimona Pinto
Senior Corporate Solutions, Moxo

Shimona comes from a legal background and works with Moxo's EMEA clients to modernize their client interaction workflows. She specialises in helping clients control the chaos of client management by orchestrating end-to-end client collaboration with the power of their one-stop client portal.

Session Details:

Control the chaos of managing external workflows in financial services

2023-06-27, 10:30 AM

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David Craggs
Major Accounts Executive, M-Files

David has worked in the Digital IT Sector helping businesses adopt and improve their business practices and processes for over 20 years. Over this time David has help deploy enterprise-wide solutions to the some of the world's leading global brands which have resulted in significant, tangible cost savings, better user experiences and business processes. David believes that technology should operate as the vehicle to enable us to focus on what is important so we can put our time and energy executing against our core values and business strategy.

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Dastan Shukanayev
Senior Payments & Strategy Lead, Marks & Spencer

Dastan is an experienced senior professional with a founder and a bias for action mentality. Proven track record of success leading projects in technology, large infrastructure, industrial IoT, organisational digital transformation, finance, strategic investments planning and foresight. An excellent problem solver with strong analytical, negotiation and interpersonal skills. Fluent in English, Russian, Kazakh and a good level of French.

 

He is interested in Digital Transformation, Robotics, AI, Quantum Computing as well as Energy Transition and Climate Change initiatives, especially in R&D. Regularly follows the topic of how Climate Change could affect corporate valuations and how corporations should make investments in sustainable initiatives.

Session Details:

Panel Discussion: Harnessing AI to deliver the most value

2023-06-27, 12:30 PM

Session Details:

Fireside chat: What makes the next generation of embedded finance so powerful?

2023-06-27, 2:00 PM

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Charlie Attenborough
Chief Marketing and Commercial Officer, The BIO Agency

Session Details:

When it comes to CX, now is the time to ask for more:

2023-06-27, 2:30 PM

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Ian Goulding
Head of Insight Operations, NatWest Group

Ian has over twenty years of experience in the field of insight.  Having begun his career with Behaviour & Attitudes in Dublin, he moved client-side with Royal Bank of Scotland in 2011.  Over his time with the bank he has worked across a number of strategic roles, in functions and operations environments.  He is currently Head of Insight Operations at NatWest, tasked with improving the capability, tooling, and future focus of insight at the Group.

Session Details:

Nudging passives into promoters: Listening, learning and acting on customer feedback

2023-06-27, 3:00 PM

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Emma Duguid
Customer Insight Lead, NatWest Group

Emma has been working in the Customer Insight team at NatWest for almost 6 years having spent 14 years prior to that working with market research agencies including GfK and Populus, working across a number of industries. At NatWest, Emma has worked with both the Retail and Wealth franchises and her main role is to understand what customers are thinking, feeling and doing. She then shares that actionable insight back to the business so they can consider the voice of the customer in every decision, to ensure customer-driven CX improvements.

 

Session Details:

Nudging passives into promoters: Listening, learning and acting on customer feedback

2023-06-27, 3:00 PM

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Victor Chatenay
Digital Consultant, RBS International

Session Details:

Fireside chat: Crypto & blockchain: Working practices or just a fad?

2023-06-27, 3:00 PM

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Kevin Mountford
Co-Founder, Raisin UK

Session Details:

Panel Discussion: Building strategic alliances to accelerate digital transformation in banking

2023-06-27, 4:00 PM

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Inès Rigaud
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.

Session Details:

Panel Discussion: Building strategic alliances to accelerate digital transformation in banking

2023-06-27, 4:00 PM

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Dominique Gribot-Carroz
Global Head of Customer Experience, Moody's

Dominique is an innovation-driven executive with deep experience designing, operationalizing and executing growth and customer-centric strategies across business units of Moody's Corporation, a $6.2B Fortune 500 Company.

Dominique is currently Moody's Analytics Head of Customer Experience, obsessing on improving customer experience at scale for more than 15,000 accounts.

A few recent accomplishments include:

  • Transformed Moody's Analytics to double revenues within five years through organic growth and acquisitions.
  • Achieved 10% increase in key segments' sales through cross-selling and higher retention rates.
  • Improved customer digital engagement and Net Promoter Score (+5-10 points).

Session Details:

Putting the CX talk into practice: How do our customers want us to approach innovation?

2023-06-27, 5:00 PM

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Oli Cook
CEO & Co-Founder, ekko

Co-founder of ekko, a positive and transformative app, debit card and ecosystem. Ekko’s mission is to reframe people’s relationship with climate change and empower them with ways to make an impact that they can see, and feel good about. We want to be the first step in someone’s journey to a more sustainable lifestyle.

Session Details:

Fireside chat: ESG & Financial services: What’s on your green agenda?

2023-06-28, 11:30 AM

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Chris Thomson
Senior Account Director, Treasure Data

Chris Thomson is a Senior Account Director with Treasure Data's EMEA team. He has been a Data and Digital professional for over 30 years, working with leading Banks, Insurance, and Telecommunications companies. Chris has spent many successful years at IBM, Oracle, Autonomy and recently 8 years in the Strategic Accounts team at Adobe. Chris is now focused on supporting clients discover the power of Treasure Data's Advanced CDP, and how a more personalised real-time experience can drive customer satisfaction, business growth and loyalty.

 

Session Details:

Customer data: How today’s technology can help gain control, ensure compliance to achieve monetisation

2023-06-28, 9:30 AM

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Leon Gauhman
Co-founder and Chief Product & Strategy, Elsewhen

I’m the co-founder and Chief Product & Strategy Officer at Elsewhen the Digital Product Consultancy. Among our clients are companies like Spotify, Google, Microsoft and Mastercard.Our mission is to empower leaders to harness a cutting-edge approach to design and technology to deliver positive impact for their organisations. We have three service offerings – Digital Strategy, Digital Transformation and Product Design. I write for publications including Sifted, Venturebeat, City AM and Fintech Futures. I love using my experience in engineering and product to invest in promising early-stage founders.

Session Details:

Panel Discussion: Revolutionising financial services through technology and innovation

2023-06-27, 12:30 PM

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John Glennane
CEO, Capventis

Business Consultant, since 1987. Founder and director of Capricorn Ventis (Capventis) since 1998.
Specialising in helping businesses to be more effective and profitable, through better business alignment and through utilisation of technology.

Core focus and specialisms today in eXperience Management, Data Analytics, Business Improvement and Digital Solutions. Evolving from historical focus in CRM/CX and BI.

Lead creator (with Capventis team) of IMPROVE methodology which combines eXperience Journey Mapping (XJM) with business and digital solutions design. Addressing core business challenges relating to performance improvement with data as the core ingredient.

Source and partner with the best technology to enable the business strategy. Today's focus on powerful, flexible and cost effective technologies that people "like" to use.

Implementation services to "make good things happen" in good time, including large to medium scale project management of business-only and technology related projects.

Session Details:

How to transition from financial services to superior financial eXperiences

2023-06-27, 9:30 AM

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Lisa Elliott
Voice of the Customer Manager, Lloyds Banking Group

Session Details:

Fireside chat: Injecting life into the customer onboarding experience

2023-06-28, 3:00 PM

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Paul Sweet
Head of Customer Experience, FSCS

Paul Sweet is Head of Customer Experience at the Financial Services Compensation Scheme (FSCS) – the UK’s statutory compensation scheme for customers of authorised failed financial firms.

Responsible for ensuring that FSCS is known and trusted for its financial protection through outstanding customer experience, Paul is currently running a long term transformation programme which is re-designing how customers of the future will be paid compensation promptly and efficiently.

Paul has over 20 years’ experience in Financial Services operations having previously worked in a number of roles in the Insurance sector. He first joined FSCS in 2016 initially taking the lead on a variety of customer focused improvement programmes, and was appointed Head of Customer Experience in July 2022.

Between 2000 and 2016, Paul held a number of roles at RSA Insurance, including Sales, Operations, HR and Operational Excellence. Prior to that he was a Navigation Officer in the Royal Navy.

Session Details:

Panel Discussion: Digital-first vs digital only: Meeting demands of the modern consumer

2023-06-27, 10:00 AM

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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:

Duty of care: Delivering ultimate CX in finance

2023-06-27, 2:30 PM

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Philip Hallehn
Regional Head of Customer Success, boost.ai

Since early 2020 Philip has in various roles guided customers within Banking, Insurance, E-commerce, Telecommunications and Public sector to success using the boost.ai conversational AI platform. Currently Philip leads a team supporting around 50 customers in the Nordics to maximise their potential. He’s driven by seeing the small details grow from idea to reality and step by step making an impact on CSAT and ROI.

Session Details:

Panel Discussion: Harnessing AI to deliver the most value

2023-06-27, 12:30 PM

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Lee Russell
Client Solutions Director, Davies Group

Session Details:

Building a trusted, connected, and inclusive experience-based customer journey in financial services

2023-06-28, 12:00 PM

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Michael Anderson
VP – Client Management, Consulting, Davies Group

Session Details:

Building a trusted, connected, and inclusive experience-based customer journey in financial services

2023-06-28, 12:00 PM

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Yohan Lobo
Industry Solution Manager - Financial Services, M-Files

Yohan leads the development of our solutions for Financial Services clients following 16 years in commercially focussed roles within the consumer and B2B payments industry. He has held a range of key sales, sales-leadership, and commercial delivery roles during periods of rapid change. He has worked with a range of sectors including business services, local government, and alternative finance. Yohan has always had a focus on bringing the voice of clients into product, marketing and operational functions.

Session Details:

How does a better customer experience start with engaged digital colleagues?

2023-06-27, 12:00 PM

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Alan Ranger
VP Marketing, Cognigy

With a career spanning 30 years, Alan has held a variety of sales, marketing and leadership roles, both in start-up and large enterprise software companies. Before joining Cognigy, he led global market development at LivePerson where, during his six-year tenure, revenues doubled from $223m to $470m. As Cognigy’s VP Marketing, Alan’s focus is on leading and inspiring his high-performance global team to deliver programmes across branding, product marketing, demand generation, events and social media.

Alan is also responsible for leading market expansion in high growth regions such as the USA and the UK, and building a global community of Cognigy advocates, including customers, industry experts, partners and prospects. In his spare time, he is a volunteer puppy trainer for the Hearing Dogs for Deaf People charity and was a coach and referee at his local junior rugby club for 11 years. Alan maintains that training dogs is easier than children!

Session Details:

The future of customer service in a ChatGPT world

2023-06-27, 4:30 PM

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Shaun Edmeston
Head of Customer Experience, Absa Bank

As a seasoned commercial executive, with over 20 years’ experience I have worked for some of South Africa’s largest JSE listed companies.. As an accomplished turn around agent I have an excellent track record of engaging and reinvigorating businesses to ensure I streamline the divisions I run to create highly efficient and profitable businesses. My ability to motivate teams and drive new business initiatives has provided me with opportunities that have greatly enriched my experience as an astute commercial business person. I have excellent marketing, branding skills and possess the skills to reposition the companies I run in the market by improving their performance. The scope of industry sectors I have worked in have provided me with an ability to work at any level in any in complex environments. I am currently the Director of Customer Experience for Absa Bank Mauritius Limited where I lead the transformation of CX across all segments, aligned to our digital transformation. I also lead the CX roll out across the African continent, in 10 countries, as we standardize towards a single experience across the region.

Session Details:

Fireside chat: Injecting life into the customer onboarding experience

2023-06-28, 3:00 PM

Session Details:

Panel Discussion: Happy workplace, happier customers: Achieving organisational resilience

2023-06-28, 10:00 AM

Session Details:

Panel Discussion: Revolutionising financial services through technology and innovation

2023-06-27, 12:30 PM

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Tooba Ahmed
COO, Aulysius

Accomplished financial services professional with 20+ years of experience in digital transformation at top tier organisations. Exceptional acumen underpinned by successful delivery track record, wealth management background and MBA from Imperial College

Session Details:

Revolutionise your team collaboration through monday.com

2023-06-28, 2:00 PM

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Ronelle Arbib
Chief Operating Officer, Recognise Bank

Ronelle has worked in a number of senior management and operational roles across the investment, real estate and financial services sectors, both in the UK and overseas. Upon joining Recognise she created the Bank’s customer experience strategy, developing processes and journeys to achieve good outcomes for lending and savings customers.

As COO she leads on all activities in support of the Bank’s operational policies and objectives, in particular supporting the development of Recognise’s digital innovation capability.

Ronelle volunteers as a Senior Project Manager for The Parasol Foundation Trust, a charity helping disadvantaged women succeed in the business world, and she also leads the Bank in its partnership with Women in Banking and Finance (WIBF).

Session Details:

Fireside chat: Injecting life into the customer onboarding experience

2023-06-28, 3:00 PM

Session Details:

Panel Discussion: Happy workplace, happier customers: Achieving organisational resilience

2023-06-28, 10:00 AM

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Dan Pass
Chief Technology Officer, Perenna

Session Details:

Panel Discussion: Happy workplace, happier customers: Achieving organisational resilience

2023-06-28, 10:00 AM

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Sarah Green
Business Development Director, Client Partner, Mortgages, Capita

Sarah Green is Business development director for mortgages and banking and client partner for two of our key banking clients.

Sarah has 23 years experience in the mortgage and financial services industry, having held roles at Homeloan Management (now CLS), Capita mortgage Services and was an CF1 director and board member of Sutherland Mortgage Services UK Ltd. Sarah has held both operational and client success roles, giving her a good understanding of our clients challenges. In addition, she has experience across  digital transformation, intelligent automaton and artificial intelligence.

Session Details:

Panel Discussion: Happy workplace, happier customers: Achieving organisational resilience

2023-06-28, 10:00 AM

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Maria Campbell
Chief Operating Officer, Griffin

Session Details:

Fireside chat: What makes the next generation of embedded finance so powerful?

2023-06-27, 2:00 PM

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Raj Sharma
Account Director, Quantum Metric

Raj Sharma is an Account Director at Quantum Metric, where he joined in 2022. With an impressive background in the IT industry spanning over two decades, Raj brings a wealth of knowledge and expertise to his role, and is currently working to help create powerful partnerships with FSI customers across EMEA.

Raj has a deep understanding of software technologies, having worked with industry-leading companies such as MicroStrategy, IBM, Oracle, and Adobe to help the biggest names in FSI improve and deliver digital experiences.

Session Details:

Panel Discussion: Building strategic alliances to accelerate digital transformation in banking

2023-06-27, 4:00 PM

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Anthony Lam
Head of Product, iProov

Anthony Lam is Head of Product at iProov, a biometric authentication company whose technologies have been deployed across public and private sector organizations worldwide including the U.S. Department of Homeland Security, Singapore GovTech, U.K.’s National Health Service (NHS), UBS, and Eurostar. Anthony has led iProov’s biometric innovation since 2020, while also serving as a Co-Chair of the Face Verification working group at the FIDO Alliance.

His previous experience spans other technology endeavours including big data roles at SAP and public policy at Microsoft.

Session Details:

Delivering usable, inclusive, and secure authentication across the customer lifecycle

2023-06-28, 10:30 AM

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Phillip O’Neill
Financial Services Director (Europe), Kin + Carta's

Phil’s career has taken him on a two decade journey of digital transformation. He has helped organisations such as Money Supermarket, AIB, Worldfirst and Santander to achieve success through the power of technology. With over ten years’ experience in digital leadership roles within financial services he has developed deep sector knowledge. This has led to his current role as Director of Financial Services & Insurance at Kin + Carta.

Session Details:

Panel Discussion: Building strategic alliances to accelerate digital transformation in banking

2023-06-27, 4:00 PM

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Matt Churchill
Senior Director, Medallia

Matt has over 10 years experience as a an advisor to many of Medallia's largest global/multi-market programs, focusing on design and deployment best practices. Mostly focused on Insurance/FS, Telco and B2B industry. Matt previously worked as a CX Advisor, leading Net Promoter Certification Courses in Europe, Asia and Australia.

Session Details:

Driving successful financial outcomes for customers

2023-06-27, 12:00 PM

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