THE UK'S PREMIER INVITATION-ONLY MEETING FOR CUSTOMER EXPERIENCE LEADERS IN BANKING, FINANCIAL SERVICES & INSURANCE
4 - 5 March 2024
| HILTON SYON PARK, LONDON
Agenda Day 1
8:35 am - 8:45 am
Opening Remarks
Gem JianwaroPassant -
CX Leader,
Azoth Consulting
8:45 am - 9:30 am
Panel Discussion: Strategically Responding And Reframing Customer Experiences With AI To Deliver Satisfaction At Pace And Low Cost
Matthew Harwood -
Head of Customer Communications,
NatWest Group
Edmund Towers - Head of Advanced Analytics and Data Science Units, Financial Conduct Authority
9:30 am - 10:00 am
Presentation: A Customer Contact Revolution: Assessing How Technology Is Changing The Customer Service Game One Complaint At A Time
10:05 am - 10:35 am
One-To-One Business Meetings & Networking
10:05 am - 10:35 am
Think Tank: An Antidote To Fraud And Deception: Finding The Right Balance Between Friction And Efficiency For Positive CX
10:40 am - 11:10 am
One-To-One Business Meetings & Networking
8:00 am - 8:30 am
Presentation: Finding the Opportunity in Obligation: How Consumer Duty is Creating the Perfect Chance To Embed A CX Culture
11:45 am - 12:15 pm
Presentation: Connecting Digital Transformation With Empathy And Experience Management For Sustained Success In 2024
12:20 pm - 12:50 pm
One-To-One Business Meetings & Networking
12:20 pm - 12:50 pm
Think Tank: Protecting Front-Line Staff To Deliver Empathy And Curb Complicated Customer Issues
12:50 pm - 1:50 pm
Interactive Lunch
12:50 pm - 1:50 pm
Lunch & Learn: Lessons from a CXO: How To Champion Disruption With CX To Propel The FS Industry Forward
Fergus Murphy -
Former Group Chief Customer Experience Officer, Virgin Money and Senior Adviser and Head of Global Institutional Banking, Blocksquare,
Former Virgin Money, Blocksquare
Fergus Murphy
Former Group Chief Customer Experience Officer, Virgin Money and Senior Adviser and Head of Global Institutional Banking, BlocksquareFormer Virgin Money, Blocksquare
1:55 pm - 2:25 pm
One-To-One Business Meetings & Networking
2:30 pm - 3:00 pm
One-To-One Business Meetings & Networking
2:30 pm - 3:00 pm
Think Tank: Implementing An Effective Customer Insight Strategy To Advance Your CX And Deepen The Relationship With Your Customers
Gleb Ivanov -
Director, Private Bank and Wealth Management Digital Channels,
Barclays
3:05 pm - 4:05 pm
Roundtable 1: Improving Experience Delivery at Low Costs To Deliver Better Results for Customers
3:05 pm - 4:05 pm
Roundtable 2: Considering Different Avenues Of Personal Development For CX Leaders For Careers Longevity And Success
3:05 pm - 4:05 pm
Roundtable 3: Perfecting The Balance Between Regulation And Experience To Fulfil Market And Consumer Expectations
3:05 pm - 4:05 pm
Roundtable 4: Utilizing Digital Solutions And Customer Communications To Deliver Effective And Reliable Messaging
