Conference Day One - All Timings in GMT

12:55 pm - 1:00 pm CHAIR'S OPENING REMARKS AND WELCOME

1:00 pm - 1:45 pm STRIKING A BALANCE BETWEEN CUSTOMERS, INNOVATION AND TECHNOLOGY

Will Bicknell - Founder, felloh!

In his career-to-date, William Bicknell has sought to create and empower his teams to use CX as a differentiator, with digital transformation and innovation underpinning his strategies. In his new venture, felloh! this includes creating a payment processing platform with a social conscience. In this exclusive discussion, he will not only give us an exciting overview in to his new venture, but also give us his thoughts and insights on key industry challenges, such as:


  • How can CX drive innovation and digital transformation strategies in a highly regulated financial services environment?
  • What are the barriers and concerns that could slow down CX innovation within FS and how can they be managed? 
  • What is the best way to assess digital maturity levels and develop smart digital transformation plans?
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Will Bicknell

Founder
felloh!

1:45 pm - 2:30 pm TOPIC TO BE ANNOUNCED SHORTLY


2:30 pm - 3:30 pm PANEL DISCUSSION: HOW THE ONGOING PANDEMIC IS FOSTERING AN ENTREPRENEURIAL SPIRIT AND DRIVING INNOVATION ACROSS CUSTOMER EXPERIENCE, DIGITAL TRANSFORMATION AND BEYOND

Simon Harrow - Chief Customer Officer, iGO4
Nick Edwards - Product Owner - Retail Service & Digital Service Director, Lloyds Banking Group
James Brindley-Raynes - Senior Global Digital Product Lead, HSBC

Innovation is born out of necessity, and for many of us, we’ve had to accept that how we currently support and drive value to our customers has had to change. However, this ‘necessity’ to adapt has accelerated many pre-existing initiatives and removed many of the more common obstacles we face when seeking to improve our customer experience. This panel, will highlight key examples of change, both positive and negative, but also debate if Covid-19 has fundamentally changed how we work and how we deliver CX, and if we will we ever go back to how we operated pre-pandemic?


  • How have the circumstances financial services have been forced in to, fuelled digital transformation and disruption?
  • With ongoing concerns over the economy, procurement-freezes and the need for businesses to prioritise their operations, how much weighting should customer experience get at a time like this?
  • What three things could you never have done culturally, structurally or because you were too risk averse prior to the pandemic?
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Simon Harrow

Chief Customer Officer
iGO4

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Nick Edwards

Product Owner - Retail Service & Digital Service Director
Lloyds Banking Group

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James Brindley-Raynes

Senior Global Digital Product Lead
HSBC

3:30 pm - 4:15 pm TOPIC TO BE ANNOUNCED SHORTLY


4:15 pm - 5:00 pm TOPIC TO BE ANNOUNCED SHORTLY


5:00 pm - 5:00 pm END OF CONFERENCE DAY ONE