Day Two
7:45 am - 8:35 am
Registration, Light Breakfast & Morning Coffee
8:20 am - 8:30 am
Opening Remarks
Rose St Louis -
Customer-Focused,
Industry Expert
8:50 am - 9:20 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
9:20 am - 9:55 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
- 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
9:55 am - 10:15 am
GUEST KEYNOTE - Is AI Blind to the Needs of Disabled Customers
Amy Kavanagh -
PhD,
Disability Advocate & Accessibility Professional
- 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.
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
BANKING & FINANCIAL SERVICES TRACK
12:05 pm - 12:30 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 GroupOperating 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
BANKING & FINANCIAL SERVICES TRACK
12:30 pm - 12:55 pm EXPERT PRESENTATION - The Power of Human by Design to Deliver Empathy, Build Trust & Gain Consumer Confidence Anu Bailey - Director of Customer Strategy, Leeds Building SocietyWith 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
INSURANCE TRACK
12:05 pm - 12:30 pm EXPERT PRESENTATION - Borrowing Brilliance from Beyond BFSI Preethi Gopinathan - Chief Product Officer, AXA UKCustomer 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?
INSURANCE TRACK
12:30 pm - 12:55 pm DISCUSSION & Q&A SESSION - Beyond Surveys: The Next Evolution of Voice of the Customer in Financial Services Jen Hobbs - previously, Digital Experience & Development Director, The AA
With the inherent complexity of insurance products and the communication requirements insurers must meet, this contradicts customer preference for simple, easy-to-understand communication. How can insurers make their messaging more straightforward and deliver it in a way that truly supports
better customer outcomes? And how can communication be better tailored to reflect where customers are in their individual journeys? This session will foster cross-learning among insurers to explore the opportunities behind creating more sophisticated yet customer-centric communication strategies.
• Benchmark how communication approaches are being tailored to enhance customer experience.
• Discuss how to overcome complexities across large supplier networks to identify where simplification and consistency can be achieved - and felt - by customers.
• Explore how to ensure compliance while still delivering effective, relevant communications that meet customers where they are in their journey.
1:30 pm - 2:15 pm
Lunch Networking Break
2:50 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.
Nagla Thabet - Insurance, Pensions and Investments Customer Services & Transformation Director, Lloyds Banking Group
- 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?
Nagla Thabet
Insurance, Pensions and Investments Customer Services & Transformation DirectorLloyds Banking Group
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.
