Rose St Louis

Customer-Focused Industry Expert

Rose joined Lloyds Banking Group in March 2021 as a Protection Director responsible for leading Lloyds Banking Group protection business across the intermediary, retail & digital channels. She is also CEO of Cavendish Online, which is a Protection Distribution business acquired by LBG in 2022. Rose has over 25 years’ experience in the financial services industry in a diverse range of roles from insurance to wealth management. Her background as a financial adviser for 10 years has given her real customer insight. Equally working with and for insurers, technology providers, intermediaries and consultants, she has great knowledge of the end-to-end insurance value chain. Rose is a leading figure in the UK protection market and is recognised for her inclusive approach to customer delivery underpinned by purpose and culture. She is a member of the Association of British Insurers Health & Protection board and the Insurance United Against Dementia board.

Day One

8:20 AM Opening Remarks - WELCOME TO THE 15TH CX BFSI EXCHANGE UK!

8:30 AM KEYNOTE FIRESIDE CHAT: 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

8:20 AM Opening Remarks

9:20 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..

2:50 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 Rose.

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