Day One
7:30 am - 8:20 am
Registration & Refreshments
8:20 am - 8:30 am
Opening Remarks - WELCOME TO THE 15TH CX BFSI EXCHANGE UK!
Rose St Louis -
Customer-Focused,
Industry Expert
8:30 am - 9:00 am
KEYNOTE FIRESIDE CHAT: How to Connect with Customers Digitally
Rose St Louis -
Customer-Focused,
Industry Expert
Karen Tiltman - General Manager of UK Operations, Monzo
9:00 am - 9:30 am
KEYNOTE PRESENTATION:Innovation Under Attack: Inside the Minds of Cyber-Criminals & Unconventional Ways to Develop Smarter Defences
Fergus Hay -
Founder, Chief Executive Officer,
The Hacking Games
Cybercrime is projected to cost the global economy £12 trillion this year and the threat landscape facing financial services is escalating faster than ever. Despite cybersecurity being identified as a critical growth industry, the sector faces a severe talent gap, with millions of cyber roles unfilled globally.
For BFSI leaders, the challenge is twofold: strengthening defences against increasingly sophisticated attacks while continuing to deliver seamless, trusted customer experiences. Drawing on real-world incidents and emerging approaches, this session explores how organisations can rethink cyber resilience, talent and strategy without compromising CX.
• How the cybercrime threat landscape in BFSI is evolving and where institutions remain most exposed
• What understanding hacker behaviour and attacker psychology can reveal about strengthening defences
• How to protect customers and sensitive data without introducing friction or damaging trust
• New and innovative approaches to cyber-risk mitigation, skills development and talent pipelines
9:30 am - 10:00 am
EVENT PARTNER PRESENTATION: Breaking Free from Legacy System Constraints & Modernising Systems for Better CX Capabilities
- Assess and prioritise technology investments for maximum CX impact.
- Identify where legacy systems are holding back CX performance.
- See the methodology behind a structured, phased migration plan.
In this interactive think tank, CX leaders will explore how to put the right tools in the right hands and unpack the technologies and approaches making the biggest difference inside financial organisations today. Collectively, we’ll examine the latest innovations, share real-world examples, and debate where investment will have the greatest impact.
- Discover how the right tools improve both employee and customer experience.
- Learn how internal enablement directly improves CX and customer service outcomes.
- Share and compare the platforms, processes, and systems fueling high-performing teams.
Hyper personalisation can be the ultimate CX differentiator, if done right and within the customer’s comfort zone. With technology capabilities continuing to sweep us forward, BFSI organisations have increasing opportunities to create ultra-personalised trust building customer journeys. This think tank will dive into the practical, technical, and ethical challenges of delivering faster, more relevant outcomes while strengthening customer trust.
11:50 am - 12:20 pm
KEYNOTE CASE STUDY PRESENTATION - Applying AI in Operations to Redefine CX Beyond the Contact Center
Rohan Basu -
Global Head of Operations,
Wise
Customer experience in financial services is shaped as much by back-office operations processes as by frontline support, with smooth onboarding, effective KYC, financial crime prevention, and seamless payments just as high on customer priority lists. To deliver on these expectations at scale, learn how Wise - serving 15 million + customers globally - shows how AI can copilot with financial crime teams, payment flows, onboarding & KYC - as well as bring exceptional customer contact experiences - and bring operational efficiency while protecting customer trust. The trade off between cost, quality, and speed is no longer a trade off - you can have your cake and eat it too.
Uncover the measurable impact AI can have and walk away with practical insights on embedding it responsibly as this case study explores:
12:20 pm - 12:50 pm
EVENT PARTNER SESSION - Mapping the Moments That Matter & Prioritising Customer Journeys for Impact
With vast amounts of customer interactions happening across branches, call centres, and digital channels, how do financial services leaders prioritise the journeys that truly drive loyalty, trust, and revenue? This session delve into strategies for identifying and optimising high-value touchpoints while reducing friction in costly, low-sentiment interactions.
- Overcoming incomplete datasets to create a clear view of the customer journey.
- Identifying the customer moments with the highest emotional and financial impact.
- Using quantification methodologies to align journey improvements with measurable business outcomes.
- Leveraging analytics to enhance experiences across call centres, branches, digital touchpoints and any other channels.
1:25 pm - 2:15 pm
Networking Lunch
Customer Support & Offline Journeys
2:50 pm - 3:15 pm KEYNOTE PRESENTATION: Proving the Economic Value of CX Nagla Thabet - Insurance, Pensions and Investments Customer Services & Transformation Director, Lloyds Banking GroupAs technology continues to transform customer experience, growing in importance is predicting and demonstrating how these investments translate into measurable improvements aligned with C-level objectives.
Drawing on Lloyds’ experience within its IPI businesses, this session explores how combining customer service excellence with effective technology and AI implementation can deliver tangible business impact.
- Discover how customer-centric technology can simultaneously elevate service quality and operational effectiveness.
- Learn how to build credible, data-driven ROI cases that connect CXinitiatives to broader business and financial goals.
Nagla Thabet
Insurance, Pensions and Investments Customer Services & Transformation DirectorLloyds Banking Group
Customer Support & Offline Journeys
3:15 pm - 3:45 pm KEYNOTE CASE STUDY - The Behavioural Science of CX - Understand What Really Drives Customers to Deliver Better Customer Outcomes with Empowered Employees James Hewitson - Managing Director, Head of Customer Support, HSBCWith behavioural intelligence revealing how employee interactions can influence customer results, this session will additionally explore how ‘powering the people’ in CX, through enhanced Employee Experience and a focus beyond Consumer Duty, is creating measurable impact. Discover how HSBC is enabling high-performing teams and take away actionable inspiration for embedding empathy at scale throughout your customer journeys.
Digital Journeys
2:50 pm - 3:15 pm EXPERT PRESENTATION - Listening, Learning & Adapting to Customer Behaviours Amongst Economic Uncertainty & Changing Expectations Rich Wagner - Chief Executive Officer, Zempler BankAs customer expectations evolve, digital-first banks are challenged to move faster, think smarter and continually deliver experiences that serve both retail and business customers alike. This session explores how one online bank is finding ways to meet shifting needs of their customers amid changing economic conditions - from entrepreneurs to everyday consumers – hear a leadership perspective on:
• The ‘why’ and ‘how’ to embedding customer-centric decision-making in company culture
• Keeping a finger on the pulse of customer needs and expectations and reacting in a targeted way to enhance experience and customer outcomes
• What smarter, data-led strategy can to acquire and engage customers more effectively
Digital Journeys
3:15 pm - 3:45 pm FIRESIDE CHAT - Ethical & Customer First UX: What Does it Take to Design Digital Touchpoints for Trust? Rich Wagner - Chief Executive Officer, Zempler BankWith customers’ perceptions often diverging from product realities, how can financial institutions design digital experiences that truly meet customers where they are? This discussion examines how to create transparent, ethical and accessible journeys that close the gap between expectation and experience – and moving beyond theory to strengthen commercial team buy-in to customer-first design principles. Discussing the ‘how to’ towards:
• How can UX frameworks ensure customers experience is received as seamless & intuitive?
• How can we better understand the psychology behind customer beliefs to identify and address misconceptions across online customer journeys?
• How can CX and commercial teams be aligned to merge ‘right by the customer’ with ‘right by the business’?
As organisations adopt AI to power customer experiences, the challenge is ensuring these systems act fairly, transparently, and in the best interests of customers. This session explores how to harness AI by being clear on the benefits it brings to the customer and knowing which initiatives are worth pursing.
- How to think about AI enablement in a way which benefits both business operations and customer experience
- Implementing measures for AI enablement which protects fairness & regulatory adherence without slowing innovation.
- Build AI-powered experiences that are transparent and trust-enhancing.
4:55 pm - 5:25 pm
EVENT PARTNER PRESENTATION - Agentic AI in Action - Elevating Customer Service Without Losing the Human Touch
Paul McGarrigle -
Chief Operating Officer,
Tandem Bank
Agentic AI is transforming customer service and contact operations, enabling faster resolutions, proactive support, and richer experiences. This case study showcases how one organisation has successfully implemented agentic AI, balancing automation with the personalisation and empathy
customers expect.
• Explore how agentic AI was deployed to improve speed, accuracy, and service quality.
• Understand the safeguards and training needed to ensure AI aligns with brand voice and service values.
• Measure the impact of agentic AI on customer satisfaction, operational efficiency, and employee
5:25 pm - 5:50 pm
PRESENTATION Building the Customer Experience Foundations for Scalable Growth at Tandem Bank
Paul McGarrigle -
Chief Operating Officer,
Tandem Bank
With a ‘customer first’ philosophy at its core, learn how Tandem Bank pairs product and customer service excellence to power their growth journey as a digital bank. This session explores how Tandem Bank is building the operational and cultural foundations for sustainable expansion, with a customer focus, scalable infrastructure and data-driven insights turning customer signals into meaningful action:
• How customer signals and sentiment data are guiding strategic priorities and investments
• Operational frameworks that connect service quality to measurable business outcomes
• How Tandem thinks about growth enabling operations and culture to scale customer first growth
5:50 pm - 6:30 pm
CHAMPAGNE ROUNDTABLES - Implementation & Regulatory Significance of AI
In this roundtable session, we’re bringing together peers to explore the most critical opportunities and challenges of AI in BFSI today, where four focussed tables mean you can take a deep dive into practical use cases, share lessons learned and debate strategic choices to determine how your organisation drives efficiency, improves CX, stays compliant and invests widely in AI capabilities – whether in-house or outsourced.
