Manuela Pifani

Founder & Managing Director CXellence Consulting

Manuela Pifani is an exec-level CX consultant, Board advisor and thought-leader who founded CXellence Consulting to help organisations set customer strategy, co-design needs-based customer propositions and transform customer journeys to increase loyalty and business profitability. She is also a Board member for the HRBS bank in the UK and for the global Customer Institute. Previously, she spent 15+ years as CX Director for FTSE100 retail and financial services organisations across the UK and Europe, including Direct Line Group, RBS/Natwest, Barclays, ASDA and Kingfisher. She has won 20+ prestigious awards, including Global CX Leaders Insight Award 2022 and CX Influencers 2021.

Day 1

8:30 Chairperson’s Opening Remarks

8:40 Panel Discussion | Designing Responsible AI by Balancing Customer Desire, Regulation & Ethical Use

As AI adoption accelerates, financial institutions face growing tensions between innovation, regulation and ethical data use. Regulation can hinder technological agility, but customer expectations continue to rise. CX leaders must meet demand for intelligent, personalised experiences while ensuring compliance, transparency and responsible governance. In this panel, leaders explore how to design AI strategies that build trust, satisfy regulators and deliver competitive advantage.

Communicating data use, governance and safeguards to increase transparency and trust
Identifying where AI genuinely enhances customer value
Embedding agility while maintaining strong ethical and regulatory guardrails

18:05 Chairperson's Closing Remarks

Day 2

8:45 Chairperson's Opening Remarks

15:45 Chairperson's Closing Remarks

Check out the incredible speaker line-up to see who will be joining Manuela.

Download The Latest Agenda

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