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The Customer Experiences In Financial Services Conference Programme

Deliver Outstanding Customer Experiences In Financial Services With The Latest Tech Innovations & Insight-Led Data, Digital, Social Media & Multi-Channel Strategies To Drive Customer Centricity, Measure ROI & Justify Investment

A One-Day, Industry-Led Conference, 22nd June 2017, The Cavendish Conference Centre, Central London. Download the brochure. Book today to save £100.

08.30 Registration, Morning Coffee & Objective Setting

08.45 Speed Networking

09.00 GIC Welcome & Interactive Voting Introduction

09.10 Morning Chairman’s Opening Remarks
Nick Fox
Vice President, Client Data Services Transformation

Deutsche Bank AG


09.20 Winning Strategies That Meet Consumer Needs & Drive Results For Excellent Customer Experiences

  • Drive long-term customer loyalty with successful strategies that can be tailored to work across a varied customer base
  • What do customers want? Ensure your customer feedback and satisfaction rates influence your strategies for truly excellent customer experiences
  • Examine the latest industry insights for ‘Know Your Customer’ initiatives and changing customer needs to successfully engender trust and drive positive results

Anthony Scammell
Strategic Service Development Director

Old Mutual Wealth


09.40 How Can Financial Services Organisations Harness Innovative Technologies For Enhanced Customer Engagement Strategies?

  • How can organisations identify where to deploy customer-facing technology?
  • Tackle demands for immediacy with a practical look at implementing front-end technology, adoption timescales and realistic benefits to customer journeys
  • Explore new methods of customer engagement and the impact of moving away from human interfaces to ensure quality customer and business outcomes
  • How can financial services organisations leverage tech advancements and an increasingly tech-savvy public?
  • Harness technology to engage and solve customer problems when your company has infrequent interaction with customers

Lorna Kujawa
Assistant Retail Director



10.00 Discuss The Latest Innovations & Technologies That Are Overhauling Traditional Financial Services For Competitive Customer Strategies
AI • Cybercrime • Blockchain • Online Payments • Smartbeta • Chatbots • Apps & Mobile

  • Improve online processes by utilising new technological opportunities and insights for streamlined customer experience programmes
  • Educate your team and consumers on upcoming technological innovations to continue delivering excellent customer service
  • How will Fintech change the future of customer experience in financial services with the likes of Robo-advisors, AI, mobile and more coming to the fore?
  • Develop technological innovations whilst maintaining the traditional human interface for integrated strategies that provide tailored customer experiences

Stephen Magora
Director Data Analytics

Credit Suisse

Adam Turner
Head of Global Data Management

Allianz Global Corporate & Speciality

Steve Maile
Head of Digital

BGL Group – Beagle Street Life Insurance

Jonathan Hey
Head of User Experience


Tim Pritchard
Managing Director, Customer Experience
Kantar TNS UK

10.30 From The Information Age To The Age Of Experience
Join ServiceTick as they explore why customer experience has become the battleground for brands and what it takes to create an experience that strengthens brand-customer relationships.

Thomas Cowper Johnson
Insight Director

ServiceTick Ltd

10.45 Refreshment Break With Informal Networking


11.15 Harness Digital Design & Data To Develop Integrated, Connected Customer Experiences That Deliver Business Results & Win End Users

  • Digitalise your customer base to create winning digital experiences online and via mobile that improve customer satisfaction and engagement
  • Is the shift to digital customer driven? Examine the role of the customer in client-centric design and the impact client-centric experiences have on customer loyalty
  • Integrate digital with traditional channels for the optimum tailored customer experience programme that fully meets consumer demands
  • Boost the bottom line and gain stakeholder buy-in by growing your digital capabilities and using data to drive road maps and experiences

Joanne Phillips
Director, Head of Digital



11.35 Practical Strategies To Manage Data, Segmentation & Changing Regulations To Drive Actionable Results & Improve Customer Interactions

  • Explore the best tools and methods for analysing trends from behavioural metrics to segmentation and communicating with customers
  • How are financial services dealing with big data? Investigate successful management methods for actionable data sets that enrich customer experiences
  • Marry feedback, research and customer data analytics to create a culture of insight for enhanced targeting and improved interactions
  • Examine how new regulations like GDPR will change data strategies to ensure you’re ready for 2018 and beyond

Speaker To Be Announced; Please Check The Websites For Updates


11.55 Delivering A Best-In-Class Digital Customer Experience

Hendrik Kerkhoff
VP Customer Strategy


Maciej Partyka
Head of Insights


David Jeans
Associate Client Director, Financial Services



12.15 Improve End-To-End Customer Experiences, Secure Stakeholder Buy-In & Deliver On The Bottom Line With The Latest Measurement Techniques

  • Guarantee effective customer outcome measurement with the right metrics and KPIs
  • Harness feedback and engagement metrics to benchmark and prove customer satisfaction, ROI and value to win buy-in
  • Build strategies that deliver change within the business with measurement methods that go beyond the metrics to prove value
  • Face the challenge of improving customer experience vs. driving internal revenue by building business cases that prove ROI

Lucy Donaldson
Head of Customer Experience, Group Digital & Transformation COO

Lloyds Banking Group

12.35 Lunch & Informal Networking For Delegates, Partners & Speakers

13.05 P2P Discussions

A) Emerging Regulation & Data Quality

Geoff Barber
Head of Data & Business Intelligence

Principality Building Society

B) Building Effective Customer Propositions
Llewelyn Parkinson
Director Proposition Development, Non Personal Products


C) Digital Transformation
Steve Maile
Head of Digital

BGL Group – Beagle Street Life Insurance

13.05 Clinics

A) Regulations
Helen Kenyon
Head of Compliance & Conduct Risk

Metro Bank

B) Content Strategies

13.35 Afternoon Chairman’s Opening Remarks
Nick Joy
Social Media Manager



13.45 Harness Valuable Customer Insights To Deliver Outstanding Customer Experiences & Loyalty For Boosted ROI

  • With the diminishing role of traditional channels, how important is the human aspect for financial services organisations to retain a loyal customer base?
  • Utilise key insights into the changing relationship between customers and financial services organisations to continue meeting customer needs
  • From Brexit to the rise of challenger banks to the digital shift, investigate how today’s unpredictable environment will impact consumer behaviours
  • Examine changing insight methodologies to make the most out of customer feedback for quality experiences and new engagement
  • Create a culture of insight which informs content and channel strategies for customer experience programmes that consistently deliver excellent outcomes

James Baker
Head of Insight

Vitality Health


14.05 Develop Seamlessly-Integrated, Customer-Focused Multi-Channel Journeys That Drive A Consistent Brand Identity & Excellent Experiences

  • Streamline and integrate your touchpoints to provide customers with a choice of consistently smooth journeys and a uniform brand identity
  • Create adaptable, efficient customer management across your touchpoints with best-practice advice on using the right channel for the right customer
  • Examine the impact of digital on customer journeys across the channels to modernise your strategies and keep pace with shifting trends
  • Investigate the ‘ideal’ customer journey and the common challenges faced

Andius Teijgeler
Director of Customer Experience



14.55 Technology & Customer Experience
Join NatWest as they take a practical look at up-and-coming technologies and innovations and how they can manage customer experiences for improved outcomes.
Rob Kerner
Head of Innovation, Business & Private Banking



15.10 Leverage Key Insights & Opportunities Presented By Social Media & Best-Practice Advice On Working Within Regulations To Improve Customer Contact & Experiences

  • Utilise social media as an insight and engagement tool with advice on the right channels, content and timings for your audience to grow your follower base
  • Create rapid-response strategies for social media customer feedback and crises to protect brand reputation and ensure customer satisfaction
  • Discover the platforms that are right for different customers and the best approach for interacting with new platforms to continue engaging customers
  • A look at up-and-coming social media trends, the opportunities they present for the financial sector and the influence they could have on banking

Keith Lewis
UK Social Media Manager

Zurich Insurance

15.30 Refreshment Break With Informal Networking


16.00 Create Strong Brand Awareness In The B2B Market With Exceptional Campaigns That Increase End-Customer Recognition & Engage Intermediaries

  • Improve brand exposure and deliver outstanding experiences for end-customers in a market of intermediaries
  • Increase organic end-customer approaches whilst nurturing your financial advisor relationships
  • Meet intermediary demands and encourage middlemen recommendations for excellent campaigns

16.00 Perspective One
Will Green
Customer Experience Director


16.15 Perspective Two
Helene Gullen
Head of Customer Experience



16.30 Developing Customer Experience Strategies
Aldermore discuss their customer-centric strategies for improved satisfaction and excellent customer experiences.

Debbie Chalmers
Customer Experience Manager

Aldermore Bank PLC


16.45 Drive Change, Boost Internal Collaboration & Ensure Customer Centricity Is Part Of Your Organisational DNA

  • Create cross-functional working for a genuinely customer-centric company that delivers at every point of business
  • Drive colleague engagement with motivational programmes that transform customer-centric thinking into a living, breathing concept
  • Prove that looking after the customer means the commercial will look after itself for internally endorsed customer-centric programmes

Guilherme Bueno de Moraes
Director of Customer Intelligence, Commercial Model & Tools


Gareth Howell
Managing Director Personal Direct & Retail Partnerships

AXA Insurance

Mike Hakkens
Director, Global Client Experience

Fidelity International

Rachel Haworth
Customer Experience Director

Coventry Building Society

Rod Butcher
Client Experience Development Lead

Fidelity International

17.30 Official Close Of Conference & Chair’s Closing Remarks

PLUS! Bonus Session With KCOM:
Darryl Beckford
Head of Digital Acceleration

Time TBC

Please check the website regularly for updates and newly confirmed speakers. For more information on how to get involved in this Customer Experience Financial Services Conference, please email info@financialservicesconference.com or call the team on +44(0)20 3479 2299.