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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 Online.

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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 Online.

24 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

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.

24 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, partner or arrange one-to-one meetings at this market-leading conference, please call +44 (0) 20 3479 2299 or email

08.30 Registration, Morning Coffee & Objective Setting


09.00 Pre-Recorded Welcome Video

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

Alistair Welham, Head of Marketing & Communications, Aegon


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

  • In a multi-channel strategy, how can financial services ensure that the human element is found at those crucial points of the customer journey?
  • Truly understand customer behaviours and expectations regarding self-serve and proactively fit your experience strategy around the needs of the customer
  • How can financial institutions better utilise AI to offer customers advice, whilst keeping that necessary human interaction available when things go wrong?


09.45 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

  • How can you ensure all teams across the business are bought into customer-centricity and create consistently strong customer experiences across a wide range of products and platforms?
  • Prove the value of CX and drive it to the top of the agenda for everyone across often large and complicated organisations
  • How can we inspire employees to go above and beyond and create unforgettable experiences for customers?
  • Employee behaviours influence customers and vice versa! Key tips on showcasing this connection and the value of employee-focused programmes as a key area of boosting customers experience

Michael Hunter, Marketing Director, Silicon Valley Bank

Zoe Cuthbertson, Head of Marketing, Aldermore Bank PLC

Craig Goold, Head of Customer Experience & Change Demand & Chairman at Skipton Business Finance, Skipton Building Society

Chiara Brocchi, Head of Customer Experience & Satisfaction Excellence, AXA Italia


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


11.05 Applying Behavioural Economics To Customer Experience

How to leverage our understanding of behavioural economics to craft better products and services. You'll learn about some quirks and biases we all have and how we might translate academic theory into practical UX guidance. Drawing on learning from areas diverse as psychology to town planning.

Lisa Fraser, Executive Director (VP) UX Research, Goldman Sachs


11.30 Next Generation Virtual Meeting technology for Financial Advice: A winning experience of your Brand voice in the new Meeting Place 

Ensure that your organisation is ready to compete using the next generation of virtual meeting technology

Jim Callan, Chief Executive Officer, Econiq

Stephen Blake, Chief Client Experience Officer, Econiq


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

  • What innovations can you see disrupting customers’ expectations in the future and how can financial services prepare for these?
  • Lessons to learn from! How can larger organisations with legacy systems successfully implement agile processes and mindsets into their customer experience strategy?
  • How can financial services keep pace with the market leaders in customer experience and offer best-in-class experiences that the customers of tomorrow are looking for?

Hamish Wood, Head of Customer Experience, GoCardless

Sarah Ratner, Head of Customer Operations, Lendable

Peter Behrens, Chief Commercial Officer, , RateSetter

Shubhanga Prasad, Director, Strategy (Product & Tech), OakNorth Bank


12.15 Leveraging your OneStop Customer App To Transform The Financial Customer Journey

  • Explore the rise of the digital landscape, the mobile service model, and its impact on today's customer expectations of a financial provider
  • The value of leveraging a private onestop digital channel for customers to receive premier just in time assistance - in a secure, compliant, and managed environment
  • Understand the power of holding digital presence on customer devices to build brand virality and customer loyalty
  • Explore the benefits of embracing customer-centric digital strategies to fast track transactions and increase revenue
  • A look into the future of customer convenience through an immersive, interactive virtual branch experience

Nikhita Iyar, Head of Strategic Business, Moxtra

12.30 Lunch For Delegates, Speakers & Partners


13.10 Informal Breakout Discussions

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


13.30 Afternoon Chair’s Opening Remarks

Alistair Welham, Head of Marketing & Communications, Aegon

The Secret To Better CX

13.40    The Secret To Better CX 

  • Find out why you need to stop prioritising online channels in your CX improvement programmes.
  • Learn why improving your phone call experience is the key to delighting your customers and boosting profits.
  • Discover how one of our customers used AI to improve their call experience and what the outcomes were.


Sam Hill, Infinity


13.55 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

  • What key customer trends and behaviours do financial services need to focus on to keep your customer experience strategy fit for the future?
  • With other industries setting the benchmark and changing customer’s expectations, how can financial services keep pace and consistently meet and exceed what customers expect from them?
  • What tactics ensure you truly understand customer behaviours and expectations to effectively meet their needs?

Dominic Traynor, Global Head of Digital Experience, BNY Mellon


14.20 Successfully Maximizing Customer Insights At Wise

Join UserTesting's Chief Insights Officer, Janelle Estes, and Research Director at Wise, Danielle Macdonald, to hear how the digital transformation of Financial Services has shown greater need for real human insight to fully understand customers in today's world and adapt their products to suit new expectations. You will hear an exclusive story on how Wise integrated human insight into their design process and responded to build a better experience for their audience.

Janelle Estes, Chief Insights Officer, UserTesting

Danielle Macdonald, Research Director, Wise


14.35 The Co-operative bank share how their Digital Bees Programme has helped support students get into Digital & Tech careers, assist the community in becoming more digitally confident, and its positive impact on both internal culture and the wider community

Becky Franks, Head of UX & Optimisation, The Co-operative Bank plc

15.00    Afternoon Refreshment Break With Informal Networking


15.30 The Customer Experience Trends to watch out for in Financial Services

  • 2020 shattered the status quo. From 2021 onwards, organisations will have to adapt and take the opportunity to forge a competitive edge. Changes will be especially significant in terms of the business importance their ability too create the right digital capabilities to meet markets expectations of trust and reliability. And these effects will play out against a backdrop of growing understanding of the impact of a reliably CX strategy

Hideki Hashimura
CRM & CX Strategist


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

  • Highlight customer experience as a key driver for internal change and ensure experience is seen as a key priority in your organisation
  • With larger organisations facing issues such as complex legacy systems and a large range of products, how can CX practitioners strategically bridge these gaps and create a holistic programme where CX is integrated from top to bottom?
  • What internal team structure maximises the potential of your customer experience strategy and helps turn it from theory into reality?
  • What does the future landscape look like for customer experience, and how can financial institutions ensure they’re fit for the future?

Morgane Peng, Design Director, Société Générale

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

16.20 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

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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