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Updated For The Finance Customers Of 2021: Actionable Insights & High-Impact, Proven Technologies For Stand-Out Customer Experience Strategies & Journeys Which Deliver Real Results: Integrate The Latest Tech Advances & Measurement Techniques, Embed Customer-Centricity, Innovate Customer Journeys & Fuel Engagement Through Actionable Data & Behaviour-Led Insights To Skyrocket Customer Experience Whilst Maintaining The Human Touch & Cementing The Strategic Role Of CX. A One-Day Conference & Networking Event, 24th June 2021 in London or Online.

Updated For The Finance Customers Of 2021: Actionable Insights & High-Impact, Proven Technologies For Stand-Out Customer Experience Strategies & Journeys Which Deliver Real Results: Integrate The Latest Tech Advances & Measurement Techniques, Embed Customer-Centricity, Innovate Customer Journeys & Fuel Engagement Through Actionable Data & Behaviour-Led Insights To Skyrocket Customer Experience Whilst Maintaining The Human Touch & Cementing The Strategic Role Of CX. A One-Day Conference & Networking Event, 24th June 2021 in London or Online.

26 Heads & Directors Of Customer & Client Experience Share NEW & Innovative Insights In Just One Day: Hottest Tech Advancements & Disruptor Innovations, Creating Seamless Customer Journeys & Driving Customer-Centric Cultures, Unlocking Customer Expectations & Key Trends Through Savvy, Data-Led Strategies For Measurable Impact & Outstanding Customer Experiences In Financial Services Whilst Maintaining The Human Touch & Cementing The Strategic Role Of CX


  1. Emerging, Value-Adding Technologies & Innovations: Streamline and enhance the customer experience in financial services today
  2. Balancing Digital Experiences With The Human Touch: Unlock the perfect mix of digital and human interactions
  3. Living & Breathing Customer-Centric Cultures: Embed customer experience company-wide and put the customer at the heart
  4. Customer Journeys – Seamless & Conversion Boosting: Exceed expectations with effortless, holistic journeys across multiple platforms
  5. Groundbreaking FinTech & Challenger Insights: The hottest disrupters showcase the future of financial services customer experience
  6. Prove Value Through Feedback & Measurement: Move beyond NPS to unlock key insights into the customer experience, demonstrate ROI and win buy-in
  7. Unlocking FS Customer Behaviours, Needs & Expectations: Adapt to key customer trends with creative, insight-gathering techniques
  8. Data-Driven Experiences: Maximise the potential of your data to fuel customer journey and experience strategies
  9. The Strategic Role Of Customer Experience: Leverage and influence internal decision making with customer experience at the forefront

Proudly Sponsored By...

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Attend The Financial Services Customer Experience Conference VIRTUALLY... It's Easy!


All you need is good internet access and a password which we will provide. We also have a dedicated conference app for easy viewing! Presentations and panels are live, and you can type in questions or comments to our Q&A section, live polling or social feed. If you would like to participate in any breakout discussions, it’s just a normal zoom call. You can also direct message or request a meeting with any of the other attendees on the online platform. Sessions will be recorded and will be available as on-demand content for a short while after the event.

Inspiring Speakers - Listen to market-leading, brand-side speakers as they share their hard-won insights and experiences with hot topic presentations and panels

Connect & Network - Networking is easy with the use of our discussion board, direct messaging facility, meeting request buttons, live polling and social media feed. Have your say and meet the other attendees

Live Chat - Pose your own questions and comment via the live chat function and interact with other delegates and speakers in real time

Virtual Roundtables & Peer Discussions - There will be breakout discussions during the day to discuss specific areas of interest with like-minded attendees to tailor your experience

Virtual Exhibition - Explore the 'virtual exhibition stands' and speak directly to our carefully-chosen exhibitors to help you tackle your business challenges directly

Virtual Face-To-Face Meetings - Start a conversation with fellow delegates or exhibitors and discuss your individual needs and challenges one-to-one.

26 CX Directors From Finance Brands Share NEW, Inspiring Customer Experiences Strategies In 1 Day: Emerging Technologies • Human Touch • Customer-Centric Internal Cultures • Effortless Customer Journeys • FinTech & Challengers • Measurement, Feedback & ROI • Customer Behaviours & Expectations • Data Insights • Cross-Sector Perspectives • Strategic Role Of CX

You'll be in safe hands. Here's what previous attendees of our conference have to say:


‘Excellent insight. Very thought provoking - plenty to consider in terms of what I can implement.’

‘Great content, all the speakers were generous sharers and it made a difference.’

‘Good insight around growing and embedding customer experiences.’

This Is Your Unique Opportunity To Get Involved At Our Flagship 7th Annual Conference! Can You Help Financial Services Organisations Deliver Best-In-Class Customer Experiences? For more information on how speak, exhibit or arrange one-to-one meetings at this market-leading conference, please call +44 (0) 20 3479 2299 or email partner@financialservicesconference.com.

08.30 Registration, Morning Coffee & Objective Setting

MORNING CHAIR

09.00 GIC Welcome, Interactive Voting Introduction & Morning Chair’s Opening Remarks

Alistair Welham, Head of Marketing & Communications, Aegon

DIGITAL VS HUMAN

09.10 Integrating New Technologies Whilst Retaining The Human Touch To Consistently Offer Streamlined & Seamless Customer Journeys

Jonathan Allen, Chief Marketing Officer, Market Finance

EMERGING TECHNOLOGIES

09.30 Streamline & Enhance Your Customer Experience Through High-Impact, Innovative Technologies

Speaker to be announced. Please check the website for details.

CUSTOMER-CENTRIC CULTURES - Q&A Panel

09.50 Put Theory Into Practice! Develop An Internal Culture Where Everybody Is Bought Into CX From Top To Bottom & Truly Make Your Customer Experience Strategy Live & Breathe

Michael Hunter, Marketing Director, Silicon Valley Bank

Zoe Cuthbertson, Head of Marketing, Aldermore Bank PLC

Lynzi Harrison, Customer Experience Director, LVFS

Hazel Pitchers, Global Head of Marketing, AXA Investment Managers

Jonathan Coleman, Head of Digital Customer Experience & Engagement, HSBC

Keith White, Head of Digital, Leeds Building Society

BONUS SESSION

10.20 Making Financial Services As Human As Humanly Possible: The Science Behind Exceptional Experiences

  • See how Aegon used pictures to paint a thousand words and numbers in their annual customer statements
  • Understand how birdsong and video games such as Call of Duty helped drive positive behaviour change
  • Learn how behavioural science can create positive outcomes for colleagues, customers and the company

Jez Groom, Founder & CEO, Cowry Consulting

10.35 Morning Refreshment Break With Informal Networking

CUSTOMER JOURNEYS - Double Perspective

11.05 Drive Streamlined & Seamless Customer Journeys That Demonstrably Boost Both Customer Experience & Revenue

11.05 Perspective One
Catherine Yardley, Director, Customer Management Product & Strategy - UK Card, Capital One

11.25 Perspective Two
Saurabh Bahadur, Head of Customer Experience Insight, Domestic & General

BONUS SESSION 

11.45 Enabling Your Financial Advisors To Deliver Superior Client Experience In (Remote) Meetings?

Jim Callan, Chief Executive Officer, Econiq

Stephen Blake, Chief Client Experience Officer, Econiq

NEW FINTECH & CHALLENGER INNOVATIONS - Q&A Panel

12.15 Expert Insights From FinTechs & Disruptors On The Innovations That Will Be Reshaping & Driving Customer Experience In The Near Future

William Bicknell, Chief Innovation Officer, Oakbrook Finance

Hamish Wood, Head of Customer Experience, GoCardless

Sarah Ratner, Head of Customer Operations, Lendable

Julian Sawyer, Managing Director, Europe, Gemini

Jonathan Hodge, Chief Operating Officer, RateSetter

Roberto Napolitano, Marketing Director, Seedrs

Malina Ciolpan, Product Owner, Yolt

12.45 Lunch For Delegates, Speakers & Partners

PEER-TO-PEER DISCUSSIONS ON INDUSTRY HOT TOPICS

13.15 Informal Breakout Discussions

A) Employee UX
Gary Razzell, Head of User Experience IT, M&G

B) UX

C) Contact Centres

D) Vulnerable Customers

E) Trust

F) Open Banking

AFTERNOON CHAIR

13.45 Afternoon Chair’s Opening Remarks

Alistair Welham, Head of Marketing & Communications, Aegon

FEEDBACK & MEASUREMENT

13.55 Practical Insights On Gathering Key Customer Feedback To Create Data-Driven Strategies & Prove The Value Of Your Customer Experience Programme

Madeleine Linden, Senior Manager, CX Insight, Virgin Money

CUSTOMER EXPECTATIONS

14.15 Get To The Core Of What Customers Expect From Financial Services Institutions & Truly Understand Their Needs To Ensure The Customer Is At The Heart Of Your Business

Dominic Traynor, Global Head of Digital Experience, BNY Mellon

BONUS SESSION - Reserved For Conference Partner

14.35 Can You Help Financial Services Organisations Deliver Best-In-Class Customer Experiences? This is your opportunity to showcase your expertise in front of your target audience. We have a variety of speaking, exhibition and one-to-one meetings packages available, but hurry as opportunities remain strictly limited to join our brand-led speaker line-up on stage! Call us now on +44 (0)20 3479 2299 or email partner@financialservicesconference.com.

NEW DATA STRATEGIES

15.05 Navigate Complex Data Sets To Determine Actionable Insights Which Measurably Boost Customer Experience

15.25 Afternoon Refreshment Break With Informal Networking

INVESTING IN EXPERIENCE 

TBC. Investing in Experience

Lead Experience Strategist – Nomensa

Jan De Schepper, Chief Sales and Marketing Officer, Swissquote

RBS CASE STUDY

15.55 Rapid Application Development Through Experience Led Transformation & Customer Experience

Priyesh Ranmal, Head of Digital Experience, RBS

STRATEGIC ROLE OF CX - Double Perspective

16.15 Employ CX As A Strategic Lever For Change & Growth Within Internal Processes & Move The Customer To The Centre Of Business Decision-Making

16.15 Perspective One
Kathryn Rioch, Head of Client Experience Corporate Digital Banking, Barclays

16.35 Perspective Two
Morgane Peng, Design Director, Société Générale

16.55 Afternoon Chair’s Closing Remarks
Alistair Welham, Head of Marketing & Communications, Aegon

17.00 Close Of Conference

This is your opportunity to get involved , be a part of the agenda and showcase your expertise in front of your target audience. We have a variety of speaking, exhibition and one-to-one meetings packages available, but hurry as opportunities remain strictly limited to join our brand-led speaker line-up on stage! Call us now on +44 (0)20 3479 2299 or email partner@financialservicesconference.com.

Here's What Our Previous Partners & Sponsors Have To Say:

'Excellent organisation, great speakers, rich
content and strong brands!'

Next-Level, Customer-Centric Contact Centres: Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation

A One-Day, Brand-Led Conference & Networking Event, 23rd June 2021, Central London. Coronavirus Update >>

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Global Insight Conferences is a rapidly-expanding and highly entrepreneurial conference company.  We only employ individuals who are passionate about conferences, passionate about their personal growth and performance and passionate about being the best.  Please send your CV with a covering letter to hr@globalinsightconferences.com.