The Invitation-Only Meeting For UK CX Leaders In Banking, Financial Services & Insurance

15-16 March 2027 | London, UK

2026 Post Event Report

Sponsorship Opportunities

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15-16 March 2027 | London, UK

Power the Person. Elevate the Experience

The CX BFSI Exchange returned last March for its 15th edition as the UK’s premier invitation-only forum for C-Level CX, Operations, Digital and Transformation leaders in financial services. With Chatham House Rules in place, attendees benefitted from case studies, collaborative think tanks, and personalised agendas - with exclusive access to the UK’s most forward-thinking institutions to delve into data, build empathy-driven journeys and scale AI responsibly to shape strategies that deliver differentiated, loyalty-driving end-to-end customer experiences.

Download the 2026 Post event report

Want to know what you missed?

As we prepare for the 2027 edition of the CX BFSI UK Exchange, now is the perfect time to explore what your experience at this exclusive event could look like. Our 2026 Post-Event Report is your behind-the-scenes preview - packed with exclusive insights, industry-leading statistics, emerging CX trends, and actionable takeaways from senior leaders across the UK’s banking, financial services and insurance sectors.

Download 2026 Post Event Report

Past Speaker Lineup

Rohan Basu

Global Head of Operations

Wise

Suzi Bentley-Tanner

Partner

Gate One Consulting

Jen Hobbs

Head of Digital Product (Interim)

Aviva

Karen Tiltman

General Manager of UK Operations

Monzo

Jonathan Pearson

Head of Department, Consumer Policy & Outcomes Cross-Cutting Policy

Financial Conduct Authority

Michelle Beattie

Head of Operations

Tandem Bank

Mark Krebs

Vice President of Global Sales

Celebrus

Suveer Kothari

Head of Europe

Sierra

Dimitri Masin

Co-Founder & Chief Executive Officer

Gradient Labs

Fergus Hay

Founder, Chief Executive Officer

The Hacking Games

Mark Squires

Founder & Chief Executive Officer

Watermelon Research

Sophie Stanhope

Marketing Director

Watermelon Research

Aaron Jones

Global Head of Product & Experience

Ciklum

Polina Stepanova

Lead Product Manager

Ciklum

Markus Ring

Director, AI Transformation

NiCE Cognigy

Tony Molyneux

Named Accounts, International Sales

Celebrus

Danielle Battleson-Porterfield

Executive Director - Customer Experience

JPMorgan Chase & Co.

Rose St Louis

Customer-Focused

Industry Expert

Amy Kavanagh

PhD

Disability Advocate & Accessibility Professional

Rebecca Brindley

Head of Digital Accessibility

NatWest

James Hewitson

Managing Director, Head of Customer Support

HSBC

Mark Devlin

Managing Director, Client Services, Business & Commercial Banking

Lloyds Banking Group

Surina Somal

previously, Director, Everyday Banking & Business Banking Products

TSB

Mukund Umalkar

Director, Digital Strategy and Innovation - GenAI

ING.

John Porteous

Chief Client Officer

Charles Stanley

Nagla Thabet

Insurance, Pensions and Investments Customer Services & Transformation Director

Lloyds Banking Group

Anu Bailey

Director of Customer Strategy

Leeds Building Society

Paul McGarrigle

Chief Operating Officer

Tandem Bank

Mike Downing

Chief Information Officer

WPA Health Insurance

Nick Smith

Chief Retail Banking Officer

Alpha Bank London

Keith Richards

Chief Executive Officer

Consumer Duty Alliance

Amy Blackwell

Executive Director, Service Design

JPMorgan Chase

Alexey Gabsatarov

Director of Technology, Digital Bank

Shawbrook Bank

Preethi Gopinathan

Chief Product Officer

AXA UK

Rich Wagner

Chief Executive Officer

Zempler Bank

Emyr Griffiths

Customer Success & Improvement Director

Tandem Bank

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WHAT TO EXPECT

Our 2026 Exchange Featured

70+

Attendees

Speakers

Event Highlights

Hear Directly From Our Attendees

Sponsorship and Exhibition Opportunities

Sponsorship is the most effective solution to share your company’s idea to senior professionals from across the BFSI space, who are searching for actionable CX solutions.

CX BFSI Exchange brings together senior decision-makers all looking to spend within the short-medium term and ready to take prequalified, prescheduled. 1:1 meetings.

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