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Senior CX leaders from key players in Banking, Financial Services and Insurance are gathering together to solve their most pressing challenges including implementing end-to-end automation, VOC platforms, implement enhanced personalisation and to take digital customer journeys to the next level. 

Take a look at who attended the CX BFSI Exchange in London in 2025.

Check out the CX BFSI UK Exchange 2025 Post Event Report to see testimonials, key takeaways, unmissable insights, and audience statistics as we gear up for 2026!

This March the CX BFSI UK Exchange is uniting CX leadership to power the person to elevate experience. With a wealth of leadership joining, we sat down with a few members of our speaking faculty to discuss their biggest lessons from their career and where they see CX going and growing in the next five years.

The Global State of CX 2025 report reveals how customer experience is being reshaped by AI, data, and rapidly changing customer expectations. It explores how organisations are transforming operations with AI, tackling persistent data challenges, and finding new ways to link CX directly to business growth. The report also uncovers the key factors influencing customer decision-making and behaviour in 2025.

Download the report to gain actionable insights and practical takeaways for CX leaders across the BFSI sector preparing for what’s next.

Uncover the 2025 investment priorities for the 70+ budget-holding Heads and Directors of CX who were present at the CX BFSI UK Exchange in March 2025 (representing Monzo, Aviva, Barclays, Coutts & many more) at this invite-only CX Banking and FS Exchange.

“Gen Zs were practically born with a mobile device in hand and millennials are just as savvy,” says Tim Chong, CEO and co-founder of credit card startup Yonder.

As a credit card designed for the modern explorer, Yonder’s approach to customer experience homes in on the key priorities for the next generation of credit card users: digital convenience, excellence in UX and fraud protection, and rewards that hold real value and are easy to redeem.

Read the interview with Tim Chong for insights into:

• How customer expectations in the BFSI sector are evolving and how Yonder is aiming to meet these
• Why perfecting the back-end infrastructure is just as important as the UX and design
• Balancing user-friendly design with unparalleled fraud protection

Access the 2024 CX BFSI UK Post Event Report here!

This exclusive report includes audience insights, key event statistics, and trusted testimonials from Lloyds, LV=, NatWest & more.

Consumer Duty was introduced by the Financial Conduct Authority in order to elevate consumer protection and outcomes in financial services. For retail financial services organisations, implementing Consumer Duty can often mean significant procedural and cultural transformation.

In this interview, the CX BFSI Exchange team spoke with Keith Richards, Chief Executive Officer of the Consumer Duty Alliance – a not-for-profit professional body aiming to share good practice and support members in the implementation of Consumer Duty. Download the interview to gain insight into:

• How Consumer Duty differs from previous regulatory frameworks
• What changes retail financial services firms are making to enhance customer outcomes as a result of Consumer Duty
• How to approach the interpretation of regulation and communication with the wider organisation
  

In this interview, Trish Wethman, Chief Customer Officer at Best Egg, discusses how BFSI organisations can keep up with evolving customer expectations. Read on to find out what CX leaders should be doing around digital transformation, personalisation, and transparency to elevate customer experiences, foster loyalty, and build lasting trust.

In this article, Ray Harris, Senior Vice President and Senior Director of Client Success at First Citizens Bank, shares insight into how enhancing employee experiences within BFSI organisations is critical for improving the customer experience. Read on to discover practical strategies and actionable tips to optimise the employee experience and drive customer satisfaction in the BFSI sector.

How are customer banking experiences and desires changing? Explore how banks are blending personalised service with cutting-edge tech to meet evolving customer expectations. This article reveals key strategies for balancing digital efficiency with human connection - without compromising either.

Read now to uncover the future of customer banking experiences. 

In uncertain times, customer experience becomes more critical than ever. This article explores how financial institutions can adapt their CX strategies to build loyalty, optimise budgets, and maintain trust - even during economic downturns. 

Download now to discover smart, customer-centric approaches for challenging times.

The CX BFSI Exchange is a long-standing event, providing extensive data to analyse changing investment priorities over the past decade.

With inevitable enhancements within CX, the BFSI has seen many shifts in customer behaviour, forcing companies to evolve. Take a look at the different areas within CX which have been prioritised by over 800 CXOs, VPs/Directors, CCOs, and Global Heads of Customer Experience from leading financial institutions.

We surveyed our network of CX leaders within banking, financial services and insurance to discover where they’re investing their budgets over the next 6-12 months. Not only did they outline their immediate investment needs* but also outlined their investment interests in areas they are wanting to learn more about. See the results below!

How Zurich Insurance is using customer insights to accelerate and personalise experiences.

There are great benefits to letting your customers do the talking. At Medallia’s London City Tour event, CX Network spoke to Clairy Moraitou, Global Head of Customer Insights and Analytics and Monika Schulze, Global Head of Customer and Digital Experience at Zurich Insurance, to discover how the insurance brand is using customer insights to accelerate and personalise experiences.

• Differentiating your strategy
• Digital transformation
• Customer engagement
• Challenges and future trends

Hear from current and previous experts over the years, including:

• EVP Global, Mastercard
• Head of Operations, AXA
• Chief Customer Officer, iGO4
• Group People & Culture Director, Virgin
• VP Internet Channels, ING Bank