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 PRESENTATION: Proving the Economic Value of CX
Nagla Thabet -
Insurance, Pensions and Investments Customer Services & Transformation Director,
Lloyds Banking Group
As 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
9:00 am - 9:30 am
KEYNOTE PRESENTATION: Innovation Under Attack: Protecting CX from Cyber Threats
- Understand the latest fraud trends targeting BFSI, especially impersonation attacks.
- Identify vulnerabilities that emerge during rapid digital and AI rollouts.
- Build proactive, layered defences without compromising customer experience.
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
2:50 pm - 3:20 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,
HSBC
With 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.
3:10 pm - 3:40 pm
KEYNOTE CASE STUDY - The Power of Human by Design to Deliver Empathy, Build Trust & Gain Consumer Confidence
Anu Bailey -
Director of Customer Strategy,
Leeds Building Society
With consumer preference for digital self-service, the real differentiator for brand perception emerges in moments of crisis and complexity - when customers need human connection most. Yet simply hiring & building in human-touchpoints across customer journeys doesn’t guarantee empathy - it requires deliberate training, design and investment to create confidence and value for both customer and business. Leeds Building Society will share their thoughtful approach to address:
- How to embed empathy into hiring, training, and career development strategies so colleagues are equipped to resonate with customers (even without lived experience)
- How to address internal objections by showing that empathy-led service reduces cost-to-serve and builds customer lifetime value
- Better identifying which services most require empathy and control and how to design training pilots that dial up the human advantage where it matters most
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.
5:25 pm - 5:30 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.
