Day Two
8:00 am - 8:20 am
Registration, Light Breakfast & Morning Coffee
8:20 am - 8:30 am
Opening Remarks
Rose St Louis -
Customer-Focused,
Industry Expert
8:30 am - 9:00 am
KEYNOTE CASE STUDY - Mind the Accessibility Gap: Insights from Financial Services to Make Accessibility your Strategic CX Advantage
Rebecca Brindley -
Head of Digital Accessibility,
NatWest
Accessibility research is essential for financial institutions to ensure fair access to services, remove barriers that prevent good CX, and address the many variables that can impact customer outcomes. For financial institutions, embedding accessibility into CX strategy means strengthened trust and loyalty across diverse customer groups. This session examines the latest research on accessibility and inclusion in technology, and the role every CX leader can play to drive meaningful change.
• Explore insights into mobile banking accessibility, digital identity in regulated environments, and the rise of AI and vocal experiences
• Understand how accessibility research is being actioned to create inclusive digital journeys that meet customer needs without adding friction.
• Learn how accessible design is enhance customer trust, strengthening loyalty and supporting business outcomes – which comes from greater accessibility of technological innovation.
9:00 am - 9:20 am
GUEST KEYNOTE - Is AI Blind to the Needs of Disabled Customers
Amy Kavanagh -
PhD,
Disability Advocate & Accessibility Professional
Financial services are evolving at speed, with AI and digitalisation reshaping customer journeys. Yet without accessibility at the core, these innovations risk excluding millions. In this session, Dr. Amy Kavanagh, award-winning disability rights activist, shares the lived experience of navigating financial services with a disability - highlighting where journeys succeed, and where organisations should take caution.
- Understand the biases existing in AI driven platforms and how these risk delivering accessible services
- Gain real insight into how financial journeys are experienced by those with disabilities, and identify opportunities where technology can be revolutionary for creating inclusion
- Reflect on how you can engage with disabled consumers to find effective, inclusive digitalisation transformations
- Explore how technology can either empower or exclude, and how leaders can ensure inclusion is built in from the start.
9:20 am - 9:50 am
EVENT PARTNER PRESENTATION - AI-First Banking & Insurance: The New CX Operating Model
Markus Ring -
Director, AI Transformation,
NiCE Cognigy
Financial institutions are under relentless pressure: rising service costs, tighter compliance requirements, and customers who expect instant, seamless experiences.
The traditional service model is no longer built for this reality. In this live session, we’ll go beyond theory and explore how AI Agents are becoming the new operating layer for banks and insurers, transforming contact centers, automating complex service journeys, and strengthening compliance by design.
The traditional service model is no longer built for this reality. In this live session, we’ll go beyond theory and explore how AI Agents are becoming the new operating layer for banks and insurers, transforming contact centers, automating complex service journeys, and strengthening compliance by design.
Join us for a discussion on what’s working right now in FSI, where organizations see measurable ROI, and how to move from pilot to enterprise-wide impact.
9:50 am - 10:30 am
PANEL DISCUSSION - Making Consumer Duty a Cultural Imperative, Not a Compliance Checkbox
Keith Richards -
Chief Executive Officer,
Consumer Duty Alliance
John Porteous - Chief Client Officer, Charles Stanley
Nick Smith - Chief Retail Banking Officer, Alpha Bank London
Rose St Louis - Customer-Focused, Industry Expert
Jonathan Pearson - Head of Department, Consumer Policy & Outcomes Cross-Cutting Policy, Financial Conduct Authority
Anu Bailey - Director of Customer Strategy, Leeds Building Society
While Consumer Duty has sharpened the industry’s focus on fairness an good outcomes, it’s often still treated as a compliance requirement rather than a driver of cultural transformation. This session explores how to embed Consumer Duty throughout the customer journey so it delivers tangible benefits for customers - not just reports for regulators. Learn how leaders are measuring the full end-to-end experience, evidencing outcomes, and ensuring the spirit of the regulation becomes part of the organisation’s DNA.
- Mapping and measuring end-to-end customer journeys to demonstrate genuine Consumer Duty outcomes.
- Embedding Consumer Duty into company culture so it drives decisions at every level, not just compliance reporting.
- Ensuring the regulation’s intended effect — fairer outcomes and stronger trust — is realised in daily operations..
Jonathan Pearson
Head of Department, Consumer Policy & Outcomes Cross-Cutting PolicyFinancial Conduct Authority
10:35 am - 11:40 am
TRANSFORMATION THINK TANK - How to Drive CX-Led Change & Build Customer-Centric Cultures
Surina Somal -
previously, Director, Everyday Banking & Business Banking Products,
TSB
Transforming CX within a financial institution requires more than just a great idea-it demands strategic buy-in from leadership and alignment across departments with competing priorities.
Join this interactive, workshop-style session designed for leaders determined to drive change that genuinely serves their customers. Discover what it takes to unite people behind CX-led transformation - from winning executive buy-in to embedding customer-centric collaboration across the organisation.
- Unpack what C-level leaders truly need to see to back CX-led transformation and embed customer-centricity into strategy.
- Exchange experiences on what works (and what doesn’t) when scaling CX-driven change across business units.
- Identify practical approaches to unite leadership and internal stakeholders around the customer agenda.
- •Develop the critical leadership skillset needed to influence, inspire and sustain customer-focussed transformation
11:45 am - 12:15 pm
THINK TANK - Beyond Surveys: The Next Evolution of Voice of the Customer in Financial Services
Jen Hobbs -
Head of Digital Product (Interim),
Aviva
The way financial institutions measure and act on customer sentiment is rapidly evolving. Traditional VoC programs have long relied on surveys and direct feedback, but leading organisations are now embracing predictive analytics, AIdriven sentiment tracking, and real-time customer signals to gain a more dynamic and actionable understanding of their customers. This session explores how CX leaders can modernise their VoC approach to not just listen, but anticipate, adapt, and drive business impact.
• Moving beyond traditional feedback loops to predictive and prescriptive VoC insights
• Redefining success metrics - what should CX leaders track beyond NPS and CSAT?
10:35 am - 11:05 am
One-To-One Business Meetings & Networking
11:10 am - 11:40 am
One-To-One Business Meetings & Networking
11:45 am - 12:15 pm
One-To-One Business Meetings & Networking
12:20 pm - 12:45 pm
EXPERT PRESENTATION - Borrowing Brilliance from Beyond BFSI
Preethi Gopinathan -
Chief Product Officer,
AXA UK
Customer expectations today are shaped by every experience they have and as customers grow accustomed to frictionless and personalised services in other sectors - What can BFSI leadership learn from brands and industries setting the bar for effortless experience?
It’s time to rethink what’s measured, how products are built and how culture supports great customer outcomes. Led by Preethi Gopinathan, Chief Product Officer at AXA UK, drawing on experience at both Spotify & Expedia, attendees can
learn:
- Which transferable lessons can help BFSI reimagine customer-experience thinking?
- What KPIs and success metrics capture the quality of modern customer product experiences?
- How can different brands within a group deliver CX consistency while maintaining unique identities?
- What cultural and mindset shifts are needed to make it more intuitive for customers to engage?
12:45 pm - 1:10 pm
EXPERT PRESENTATION - Giving Customers a Helpful Nudge: A New Digitalisation Journey to Self-Serve with an Accessible Human Touch
Mark Devlin -
Managing Director, Client Services, Business & Commercial Banking,
Lloyds Banking Group
Operating in a highly regulated environment, BFSI organisations must not only meet compliance requirements but also demonstrate due diligence and a deep understanding of their evolving customer bases. The question is - how can you stay attuned to changing customer circumstances, gather the necessary information to remain compliant and strengthen relationships at the same time?
Discover how Lloyds is developing a new digital journey designed to achieve exactly that - combining compliance-friendly innovation with stronger customer connection and greater operational efficiency. Learn to embed self-serve experiences into customer journeys to simplify processes and drive better outcomes for customers & KYC. Gain insight on:
- Designing and timing customer nudges to capture the information needed for compliance (e.g. AML & KYC) while enhancing engagement and encouraging selfserve
- Scaling self-serve capabilities across the organisation and practical steps for implementing new digital journeys effectively
- Building digitally enabled journeys that maintain accessibility by preserving all channels of customer choice.
Mark Devlin
Managing Director, Client Services, Business & Commercial BankingLloyds Banking Group
1:15 pm - 1:45 pm
Break & Networking
1:15 pm - 1:45 pm
One-To-One Business Meetings & Networking
1:45 pm - 2:30 pm
Lunch Networking Break
2:25 pm - 2:55 pm
Networking Break
2:25 pm - 2:55 pm
One-To-One Business Meetings & Networking
3:00 pm - 3:30 pm
EXPERT PANEL DISCUSSION - Where Empathy Meets Automation – What are the Opportunities & Boundaries for AI in Customer Journeys?
Rose St Louis -
Customer-Focused,
Industry Expert
Mike Downing - Chief Information Officer, WPA Health Insurance
Mukund Umalkar - Director, Digital Strategy and Innovation - GenAI, ING.
This panel will tackle the big question: how far should AI go before human guardrails & empathy take over? We’ll explore where AI can deliver real value to customers, when the human touch becomes non-negotiable, and how
to design journeys that meet every customer segment - from digital-first adopters to those who need the reassurance of speaking to a person.
- Where should AI step in - and where must humans stay in the lead - to deliver the best customer experience?
- What is the true “premium” empathy brings to financial services, and how do we measure it?
- How can AI meet the needs of every customer segment without eroding trust or breaching compliance?
3:30 pm - 4:00 pm
Closing Keynote - Your Presence on Stage is Requested!
This interactive session invites participants to reflect on the ideas, challenges, and questions sparked over the past two days. Together, we’ll explore what insights will shape your next CX priorities and what actions you’ll take back to your organisation to drive real change.
The best competitive intel you're ever going to get - Listen & learn how to turn insight into action.
