Rebecca Brindley

Head of Digital Accessibility NatWest

Day One

8:30 AM KEYNOTE PANEL DISCUSSION: How to Connect with Customers Digitally

As financial services accelerate digitalisation, many organisations are increasingly delivering self-serve journey efficiency - but not always deeper connection. Customers don’t experience life in linear paths, and neither do their financial needs. From moments where speed and self-service matter

most, to moments that are complex, emotional or deeply personal, digital experiences need to flex with both context and channel.

This panel explores how leading organisations are operationalising customer connection, using real customer interactions to continuously shape product design and service models. Learn the why and how behind new responsive and empathetic digital experiences and how connection can be designed

into systems, not left to chance.

• Learn how to design digital experiences that adapt to customer context to meet customers where they are.

• Uncover when speed, automation and self‑service truly add value, and when human support is the better choice.

• Be able to embed empathy at scale into digital product and service design.

• Take away practical methods for turning real customer interactions into insights that drive continuous improvement.

Day Two

8:50 AM KEYNOTE CASE STUDY - Mind the Accessibility Gap: Insights from Financial Services to Make Accessibility your Strategic CX Advantage

Accessibility research is essential for financial institutions to ensure fair access to services, remove barriers that prevent good CX, and address the many variables that can impact customer outcomes. For financial institutions, embedding accessibility into CX strategy means strengthened trust and loyalty across diverse customer groups. This session examines the latest research on accessibility and inclusion in technology, and the role every CX leader can play to drive meaningful change.

• Explore insights into mobile banking accessibility, digital identity in regulated environments, and the rise of AI and vocal experiences

• Understand how accessibility research is being actioned to create inclusive digital journeys that meet customer needs without adding friction.

• Learn how accessible design is enhance customer trust, strengthening loyalty and supporting business outcomes – which comes from greater accessibility of technological innovation.

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

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