Nagla Thabet

Insurance, Pensions and Investments Customer Services & Transformation Director Lloyds Banking Group

Day One

8:30 AM KEYNOTE PRESENTATION: Proving the Economic Value of CX

As technology continues to transform customer experience, growing in importance is predicting and demonstrating how these investments translate into measurable improvements aligned with C-level objectives.

Drawing on Lloyds’ experience within its IPI businesses, this session explores how combining customer service excellence with effective technology and AI implementation can deliver tangible business impact.

Discover how customer-centric technology can simultaneously elevate service quality and operational effectiveness.
Learn how to build credible, data-driven ROI cases that connect CXinitiatives to broader business and financial goals.

Day Two

2:35 PM EXPERT PANEL DISCUSSION - Where Empathy Meets Automation – What are the Opportunities & Boundaries for AI in Customer Journeys?

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?

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

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