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25+ Speakers Including RBS, Lloyds Banking, Santander & Unum Grace The Stage To Unveil Exceptional Customer Experience Strategies & Journeys In Financial Services

Win Big With Proven Technologies & Next-Level Insights Into Customer Needs, Expectations & Behaviours For: Exceptional Customer Experience Strategies & Journeys In Financial Services
Embrace Cutting-Edge New Technologies & Digitalisation Applications Which Balance The Human Touch, Truly Understand Customer Needs, Optimise Seamless, Multi-Channel Customer Journeys Which Deliver Bottom-Line Results, Leverage Key Data Insights & The Voice Of The Customer & Put The Customer Genuinely At The Heart Of Business Strategies & Culture

A One-Day, Industry-Led Conference & Networking Event, 27th June 2019, Central London

21 Speakers Confirmed So Far... More To Be Confirmed Soon

How Can We Harness The Latest Technologies & Digital Advances & Drive Customer-Centricity Throughout The Business To Power Next-Level, Innovative Customer Experiences In Financial Services With Measurable Customer & Business Value?

  1. New Technologies, Automation & Innovation-Practical Applications: Successful, new tech advances proven to drive customer experience improvements and add value
  2. Outstanding Experiences & Seamless Journeys: Proactive approaches to innovate customer experience strategies on multiple channels for real customer value and business impact
  3. Digital Vs. Human: What’s The Perfect Balance? Embrace new digital capabilities without losing the human touch to create seamless, impactful customer journeys and experiences
  4. Behavioural Insights Into Financial Services Customer Needs & Expectations: Adapt and improve customer experience strategy and journeys for greater impact
  5. Advanced Customer Satisfaction & ROI Metrics To Prove Results: Practical techniques to gather feedback, measure satisfaction beyond NPS and prove bottom-line success
  6. Embed Truly Customer-Centric Cultures To Boost Business Performance: Influence business-wide behaviours and mindsets to drive greater focus on customer experience and win long-term loyalty
  7. Impactful, Data-Driven, Tailored Strategies: Leverage key data insights and voice of the customer to power next-level customer experience practices
  8. Successfully Align Business & Customer Values For Real Impact: Put the customer at the heart of business strategies
  9. Impactful B2B Customer Experiences: Drive tailored B2B experiences to boost results
  10. FinTech, Challengers & Disruptors Revelations: Inspiring practices from the cutting edge

Technology Innovation & Practical Implementation ▪ Challengers, Disruptors & FinTech Perspectives ▪ Customer Behaviours, Expectations & Needs ▪ Outstanding Customer Experiences & Journeys ▪ Digital Vs. Human ▪ Measuring Satisfaction & ROI ▪ Aligning Strategies ▪ Customer-Centric Cultures ▪ Data-Driven Customer Experiences ▪ B2B

08.30 Registration, Coffee & Informal Networking

09.00 GIC Welcome, Interactive Voting Introduction & Morning Co-Chairs’ Opening Remarks

Natalie Winterfrost, Client Director, Aberdeen Asset Management
Gurpreet Garcha, Director Client Experience, Silicon Valley Bank


09.20 Applying New Technologies, Automation & The Latest Innovations In The Best Way To Advance Customer Experience Strategies & Add Real Customer Value


09.40  FinTech, Challengers & Disruptors Share Inspiring Hot, New Innovation & Strategies Driving Their Customer Experience Practices

Seema Desai, Chief Operations Officer, iwoca

Adib Bamieh, Chief Operating Officer, Chip Financial Ltd

Sarah Ratner, Head of Customer Operations, Lendable

Steve Tigar, CEO, Money Dashboard

Jason Maude, Head of System Analytics, Starling Bank


10.10 In-Depth Insights Into Financial Services Customer Behaviours, Needs & Expectations To Adapt & Inform Long-Term Customer Experience Strategies

Anthony Scammell, Director of Customer Experience, Quilter

10.30 Morning Refreshment Break With Informal Networking


11.00 Innovating Customer Strategies To Drive Seamless Customer Journeys On Multiple Channels & Create Stand-Out, Value-Adding Customer Experiences With Measurable ROI

Fergus Murphy, Group Customer Value Director, CYBG

11.20 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email


11.50 Embracing New Digital Capabilities Without Losing The Human Touch To Optimise Customer Journeys & Experiences & Boost Business Results

11.50 Perspective One: Tom Newbould, Chief Marketing Officer, MYJAR

11.50 Perspective Two: Alison Davies, Head of Digital, Skipton Building Society

12.30 Lunch For Delegates, Speakers & Partners

13:00 Informal Peer-To-Peer Discussions

A) Social Media: Tina Cracknell, Head of Digital Marketing UK & Jersey, UBS Wealth Management

B) Customer Service Design: Odette Maher, Head of Client Experience, Executive Director, Santander Corporate and Investment Banking UK

C) Loyalty & Retention D) Trust E) Regulations F) Millennials & GenZ

13.30 Afternoon Chairs’ Opening Remarks
Richard Levy, Head of Marketing - Digital and Key Partnerships (Europe), MoneyGram International


13.50 Advanced Methods & Innovative Techniques For Gathering Honest Feedback, Measuring Customer Satisfaction & Demonstrating Your ROI To The Board


14.10 Embedding Truly Customer-Centric Mindsets & Cultures Within Financial Services Organisations To Power Stand-Out, Value-Adding Customer Experiences In 2019 & Beyond

Caroline Darnbrook, Director - Products and Marketing, Darlington Building Society

Alex Latham, Chief Marketing Officer, Chip Financial Ltd

Hélène Gullen, Head of Customer Experience, Unum UK

Katy Axcell-Steele, Group Head of Customer Marketing and Brand, Wesleyan

Shnay Chohan, Digital Customer Transformation Lead, RBS

Michael Anyfantakis, Head of Innovation Design, Lloyds Banking Group

14.40 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email


15.10 Successful Strategies For Aligning Business & Customer Values To Deliver Next-Level Customer Experiences Which Exceed Customer Expectations & Achieve Measurable Business Impact

15.30 Afternoon Refreshment Break With Informal Networking


16.00 Leveraging Next-Level Data Insights & Analytics To Better Understand & Interpret The Voice Of The Customer & Drive Tailored, Results-Boosting Customer Experiences

Dr. Oliver Vins, Head of Product, Moneyfarm


16.20 Next-Level, Tailored Strategies For Driving Impactful Customer Experiences In B2B Financial Services

Julian Sawyer, Head of Banking Services, Starling Bank

16.50 Chair’s Closing Remarks

17.00 Official Close Of Conference

How Can You Get Involved?

  • MAIN STAGE SPEAKING: Secure a prime-time speaking session, host a peer-to-peer discussion or present alongside the brands in a panel discussion.
  • ONE-TO-ONE MEETINGS: Private meetings with delegates of your choice confirmed prior to the event.
  • PREMIUM EXHIBITION AREA: 3 x 3 metre area in a premium position in the main networking room.
  • EXHIBITION AREA: 3 x 2 metre area in the exhibition and networking room.

Why Sponsor?

  • LEAD GENERATION: Secure fresh leads and new clients through built-in, facilitated networking sessions.
  • BRAND POSITIONING RAISED: Position your brand as a thought-leader in front of a senior-level paying delegation (83% brand-side across our events).
  • STAY AHEAD OF YOUR COMPETITION: Distinguish your expertise and stay ahead in a competitive market by being visibly present. Your competitors are limited at the event so your message remains undiluted.
  • STRENGTHEN CLIENT RELATIONSHIPS: Build upon client loyalty and reassure your clients by aligning your company with our first-rate speakers and delegation.

Previous Sponsor Testimonials:

  • ‘A good event. The quality of attendees and our meetings were great.’ IDIO
  • ‘We were very happy with the conference and had some great conversations.’ Rocketfuel
  • ‘The delegates are at the right level and seniority.’ Qualtrics
  • ‘Lots of content.’ SugarCRM
  • ‘Targeted, a good experience’ Brandworkz
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GIC (1GGS)-149

One day, one stage, countless opportunities for you to generate leads, cement existing client relations and stand out from the competition. Download the partnership and exhibition brochure here to see a full breakdown of opportunities. We offer bespoke packages tailored to your individual company's needs. For more information on how you can get involved please call +44(0)20 3479 2299 or email