Power the Person. Deliver Better Outcomes. Elevate Experience.

15-16 March 2027 | London, UK

2026 Post Event Report

15-16 March 2027 | London, UK

Building Frictionless Financial Experiences by Connecting Data, Teams & Customer Journeys

Customer expectations are changing faster than ever. As AI reshapes how people discover, choose and interact with financial services, organisations face growing pressure to deliver seamless experiences while maintaining trust, navigating regulation and proving commercial impact.

The 16th CX BFSI Exchange is the UK's leading invitation-only event for senior CX, Digital, Operations, Transformation and Automation leaders shaping the future of customer experience in financial services. Over two days, you'll join a carefully curated group of peers from across banking, insurance and financial services to benchmark strategies, exchange hard-won lessons and explore the trends defining the next era of CX. Through candid discussions, real-world case studies, interactive roundtables and meaningful networking, discover how leading organisations are delivering measurable AI ROI, strengthening customer trust and driving customer-centric transformation at scale.

Leave with actionable insights, valuable new connections and a clearer view of where financial services CX is heading next.

Past Speaker Lineup

Rose St Louis

Customer-Focused

Industry Expert

Preethi Gopinathan

Chief Product Officer

AXA UK

James Hewitson

Managing Director, Head of Customer Support

HSBC

Rohan Basu

Global Head of Operations

Wise

Mark Devlin

Managing Director, Client Services, Business & Commercial Banking

Lloyds Banking Group

Anu Bailey

Director of Customer Strategy

Leeds Building Society

Nagla Thabet

Insurance, Pensions and Investments Customer Services & Transformation Director

Lloyds Banking Group

Keith Richards

Chief Executive Officer

Consumer Duty Alliance

John Porteous

Chief Client Officer

Charles Stanley

Rich Wagner

Chief Executive Officer

Zempler Bank

Amy Kavanagh

PhD

Disability Advocate & Accessibility Professional

Rebecca Brindley

Head of Digital Accessibility

NatWest

Mike Downing

Chief Information Officer

WPA Health Insurance

Nick Smith

Chief Retail Banking Officer

Alpha Bank London

Amy Blackwell

Executive Director, Service Design

JPMorgan Chase

Alexey Gabsatarov

Director of Technology, Digital Bank

Shawbrook Bank

Mukund Umalkar

Director, Digital Strategy and Innovation - GenAI

ING.

Surina Somal

previously, Director, Everyday Banking & Business Banking Products

TSB

Mark Krebs

Vice President of Global Sales

Celebrus

Suveer Kothari

Head of Europe

Sierra

Suzi Bentley-Tanner

Partner

Gate One Consulting

Dimitri Masin

Co-Founder & Chief Executive Officer

Gradient Labs

Mark Squires

Founder & Chief Executive Officer

Watermelon Research

Sophie Stanhope

Marketing Director

Watermelon Research

Aaron Jones

Global Head of Product & Experience

Ciklum

Polina Stepanova

Lead Product Manager

Ciklum

Markus Ring

Director, AI Transformation

NiCE Cognigy

Tony Molyneux

Named Accounts, International Sales

Celebrus

Emyr Griffiths

Customer Success & Improvement Director

Tandem Bank

Michelle Beattie

Head of Operations

Tandem Bank

Paul McGarrigle

Chief Operating Officer

Tandem Bank

Danielle Battleson-Porterfield

Executive Director - Customer Experience

JPMorgan Chase & Co.

Fergus Hay

Founder, Chief Executive Officer

The Hacking Games

Jen Hobbs

Head of Digital Product (Interim)

Aviva

Karen Tiltman

General Manager of UK Operations

Monzo

Jonathan Pearson

Head of Department, Consumer Policy & Outcomes Cross-Cutting Policy

Financial Conduct Authority

VIEW ALL SPEAKERS

CX BFSI UK
Community Alumni

Wondering what's in store?

As we prepare for the 2027 edition of the CX BFSI UK Exchange, now is the perfect time to explore what your experience at this exclusive event could look like. Our 2026 Post-Event Report is your behind-the-scenes preview - packed with exclusive insights, industry-leading statistics, emerging CX trends, and actionable takeaways from senior leaders across the UK’s banking, financial services and insurance sectors.

Why should you attend?

✔️ Peer-to-peer networking in a closed-door environment

✔️ Industry-leading thought discussion by CX leaders dedicated to transformation

✔️ Actionable case studies giving you real-world insights to take back to the office

Download 2026 Post Event Report

Sponsorship and Exhibition Opportunities

Sponsorship is the most effective solution to share your company’s idea to senior professionals from across the BFSI space, who are searching for actionable CX solutions.

CX BFSI Exchange brings together senior decision-makers all looking to spend within the short-medium term and ready to take prequalified, prescheduled. 1:1 meetings.

Ready to put your solutions front of mind in front of a senior audience and secure actionable leads which can't be achieved at generic conferences?

Learn More

A Word From our Attendees

A fantastic conference that struck the perfect balance between industry insight and great fun - It truly connected the dots between financial services and customer experience in a way that was both engaging and impactful.

Assurant

Great meeting interacting with other peers across financial institutions. Good blend of key note speakers and networking opportunities.

Nationwide

The event is an invaluable insight into the best thinking in the CX world of financial services. It's a highlight of my professional year.

Alpha Bank London

The CX BFSI Exchange UK 2026 was a genuinely valuable experience. The keynote sessions were powerful, especially the discussions on accessibility, innovation under attack, and consumer duty. I made some great connections through the 1:1 meetings, with several meaningful follow ups already planned for April and May. A really well curated event that offered insight, inspiration, and practical takeaways.

The Nottingham Building Society

Really enjoyed the forum especially because there were not too many people there. It made it feel intimate and easier to meet new people (vs. feeling like you are just one person in a giant crowd).

Monzo

Great event, would definitely return. Attendees, speakers and topics were all brilliant - much valued time out from day to day.

Just Group

Attending the CX BFSI Exchange UK 2026 was an incredibly valuable experience. Over two days, I gained fresh perspectives from engaging speakers and had meaningful conversations with industry peers

BNY

Key Themes for 2027

Turning Customer Experience into Commercial Impact

Move beyond satisfaction scores and demonstrate the business value of CX. Discover how leading organisations are measuring impact, securing investment and building compelling business cases that turn customer experience into a driver of growth, loyalty and performance.

Designing Digital Journeys for a New Customer Era

Customer expectations are evolving fast. Explore how leading financial institutions are using personalisation, behavioural insight and smarter journey design to create seamless experiences that customers trust, understand and value.

Smarter Service, Better Outcomes

Reimagine customer service for an era of automation. Learn how organisations are combining technology, operational excellence and empowered teams to reduce effort, improve outcomes and deliver the human experiences customers still value most.

Preparing for the Future of Financial Services CX

Look beyond today's priorities and explore the forces shaping tomorrow's customer experience landscape. From AI-powered interactions and emerging payment models to cyber resilience and changing customer behaviours, gain insight into what's next and how to prepare for it.

Breaking Down Barriers to Transformation

Customer-focused transformation depends on more than technology alone. Discover how leaders are overcoming silos, legacy systems and organisational complexity to align teams, accelerate change and deliver better customer outcomes at scale.