Anu Bailey

Director of Customer Strategy Leeds Building Society

Day One

4:10 PM KEYNOTE CASE STUDY - The Power of Human by Design to Deliver Empathy, Build Trust & Gain Consumer Confidence

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

Day Two

9:50 AM PANEL DISCUSSION - Making Consumer Duty a Cultural Imperative, Not a Compliance Checkbox

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..

Check out the incredible speaker line-up to see who will be joining Anu.

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