CX BFSI Exchange UK

15-16 March 2027 | London, UK

Power the Person. Elevate the Experience

The CX BFSI Exchange returned last March for its 15th edition as the UK’s premier invitation-only forum for C-Level CX, Operations, Digital and Transformation leaders in financial services. With Chatham House Rules in place, attendees benefitted from case studies, collaborative think tanks, and personalised agendas - with exclusive access to the UK’s most forward-thinking institutions to delve into data, build empathy-driven journeys and scale AI responsibly to shape strategies that deliver differentiated, loyalty-driving end-to-end customer experiences.

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

Previous #BFSIExchange Attendees

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

Key Themes from 2026: Connect Data, Empathy & Experience to Deliver Meaningful Customer & Commercial Outcomes

Make Smarter CX Decisions - ROI Uncovered

Although evidence continues to build around the business value of CX, the pressure to demonstrate its measurable economic impact is intensifying.

Amid sceptical leadership, data limitations and shrinking budgets, proving the value of CX often determines whether programmes expand…or face cuts.

This March, discover how your BFSI peers are realising measurable gains through digital transformation and technology innovation - so you can confidently prioritise investments that maximise CX impact and build stronger alignment with your commercial teams.

Capitalising on AI for Operational & CX Gains

AI is no longer experimental – it’s a business critical capability to master.

As the next phase of CX excellence depends on how effectively organisations harness the full potential of AI, ensuring its scalable and ethical implementation will be critical to realising that vision.

Through case studies and interactive roundtables, learn how financial institutions are reimagining operations and driving smarter, faster and more personalised financial services, to take away a clear AI implementation roadmap built on robust guardrails and ‘human in the loop’ oversight.

From Fraud Prevention to Relationship Building

As digital channels expand, fraud risk has exploded - worsened by the cost-of-living crisis and AI-enabled scams.

With the ‘cat-and-mouse’ game between businesses and fraudsters reaching new levels of intensity and cost, see how businesses are applying consistent vigilance and evolution of fraud capabilities to take fraud from a top complaint to a differentiating strength – creating experiences where customers feel secure, not slowed down.

Accessible Finance & Delivering on Consumer Duty Outcomes

Two years after Consumer Duty’s launch, organisations are still embedding it in culture, KPIs and service design. The challenge is sustaining momentum beyond compliance.

Benchmark against organisations leading the way in customer-first culture, as where compliance is fully operationalised, accessibility to financial services improves,

C-level leaders are engaged and measurable customer outcomes are achieved. Leave equipped to build your own blueprint for embedding a customer focus into the heart of every strategic decision.