Discover how leading insurers are transforming customer experience in an increasingly complex, AI-driven landscape.

The Insurance CX Playbook explores the critical moments that define trust - onboarding and claims - and reveals how organisations can simplify complexity, improve transparency, and deliver seamless, customer-centric journeys. From practical strategies to industry insights, this report equips you with the tools to enhance efficiency, strengthen relationships, and stay ahead of evolving customer expectations.

Download now to learn how to turn operational excellence into a competitive advantage. 

With thanks to the industry experts and contributors whose insights and experiences helped shape this report.

The CX BFSI Exchange UK Post‑Event Report provides a focused view of the key shifts shaping customer experience leadership across banking, fintech and insurance in 2026. Written for Chief Customer Officers, CX Directors, Operations and Digital Experience Leaders, it captures the real discussions taking place among senior financial services executives responsible for building trust, embedding Consumer Duty and turning AI ambition into measurable value.

Featuring insights from 74 senior leaders, 29 expert speakers and 360 one‑to‑one meetings, the report explores how organisations are scaling trust‑first AI, designing inclusive and accessible experiences, proving CX ROI, and aligning technology, talent and culture to deliver seamless customer and employee journeys.

Distilling five critical takeaways, the report highlights a shared industry shift from tech‑led experimentation to problem‑led innovation—where trust, empathy and accessibility are emerging as strategic differentiators. Packed with peer insights and practical guidance, it's an essential resource for CX leaders accelerating customer‑centric transformation in financial services.

See an exclusive audience breakdown, imminent investment priorities and more  - download your copy of the report now!

What can today's CX leaders teach us about tomorrow? We sat down with members of the 2026 speaker faculty to reflect on the career lessons that shaped their leadership and share their predictions for where customer experience is heading over the next five years.

“Gen Zs were practically born with a mobile device in hand and millennials are just as savvy,” says Tim Chong, CEO and co-founder of credit card startup Yonder.

As a credit card designed for the modern explorer, Yonder’s approach to customer experience homes in on the key priorities for the next generation of credit card users: digital convenience, excellence in UX and fraud protection, and rewards that hold real value and are easy to redeem.

Read the interview with Tim Chong for insights into:

• How customer expectations in the BFSI sector are evolving and how Yonder is aiming to meet these
• Why perfecting the back-end infrastructure is just as important as the UX and design
• Balancing user-friendly design with unparalleled fraud protection

Consumer Duty was introduced by the Financial Conduct Authority in order to elevate consumer protection and outcomes in financial services. For retail financial services organisations, implementing Consumer Duty can often mean significant procedural and cultural transformation.

In this interview, the CX BFSI Exchange team spoke with Keith Richards, Chief Executive Officer of the Consumer Duty Alliance – a not-for-profit professional body aiming to share good practice and support members in the implementation of Consumer Duty. Download the interview to gain insight into:

• How Consumer Duty differs from previous regulatory frameworks
• What changes retail financial services firms are making to enhance customer outcomes as a result of Consumer Duty
• How to approach the interpretation of regulation and communication with the wider organisation
  

In this interview, Trish Wethman, Chief Customer Officer at Best Egg, discusses how BFSI organisations can keep up with evolving customer expectations. Read on to find out what CX leaders should be doing around digital transformation, personalisation, and transparency to elevate customer experiences, foster loyalty, and build lasting trust.