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
8:30 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
9:00 am - 9:30 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
- 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..
9:30 am - 9:50 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.
Banking & Financial Services
9:55 am - 11:00 am TRANSFORMATION THINK TANK - How to Drive CX-Led Change & Build Customer-Centric Cultures Surina Somal - Director, Everyday Banking & Business Banking Products, TSBTransforming 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
11:05 am - 11:35 am NetworkingInsurance
9:55 am - 10:25 am One-To-One Business Meetings & NetworkingInsurance
10:30 am - 11:00 am One-To-One Business Meetings & NetworkingInsurance
11:05 am - 11:35 am One-To-One Business Meetings & NetworkingBANKING & FINANCIAL SERVICES TRACK
11:40 am - 12:10 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 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
12:10 pm - 12:40 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
INSURANCE TRACK
11:40 am - 12:10 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
12:10 pm - 12:40 pm DISCUSSION & Q&A SESSION - The Customer Experience in Customer Communications: Supporting Outcomes for Your Customer BaseThe 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, AI-driven 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. Discuss fresh perspectives on:
1:15 pm - 3:00 pm
Lunch Networking Break
2:35 pm - 3:15 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
3:15 pm - 3:45 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.
