Streamline Customer Journeys, Support Vulnerable Customers, Harness Impactful Data & Strike The Right Balance Between AI Innovation & The Critical Human Element:
Address Vital Customer Needs & Deliver True Value With New Optimised, Empowering, AI-Enhanced Customer Experience Strategies In Financial Services
13th Annual | One-Day, Industry-Led Conference & Networking Exhibition, Central London | 21st May 2026
BEYOND REPLIES – BUILD A MULTI-SKILLED SOCIAL MEDIA TEAM THAT DELIVERS PERSONALISED CUSTOMER EXPERIENCE AT SCALE
09.10 Social media is often treated as a reactive, low-value channel. In reality, it’s one of the most visible and emotionally charged parts of the customer experience. This session explores how HSBC UK repositioned social media from a siloed offshore function, in a fully integrated service channel, capable of delivering personalised, high-quality interactions in real time. With a focus on:
- What personalisation actually means in a regulated, high-volume environment
- How to move from scripted responses to human interactions
- The role of multi-skilled team in improving flexibility, quality, and consistency
Hannah Ratcliff-Barnes, Social Media Lead, HSBC
INCLUSIVE DIGITAL BANKING
Embedding financial inclusion and digital accessibility into product design and delivery. Why inclusive design matters and how it drives better experiences for all customers.
Tom Paget, Head of Experience Design UK, Santander
STREAMLINED & OPTIMISED CUSTOMER JOURNEYS
PANEL Q&A
Guide Financial Services Customers Through A Streamlined, Multichannel UX Journey That Incorporates Automation, Data Insights & Key Lessons Learned
- Craft an optimised omnichannel experience by joining the dots across different platforms to maintain a seamless customer experience
- One size doesn’t fit all; mitigate churn by utilising customer data to adapt customer journeys and cater for different generations, tastes and needs
- Identity and eliminate friction through consistent testing of your customer journey roadmaps
- What are the current and upcoming innovations in automation? What lessons can be learned from other industries and self-service platforms?
Mary Burnett, Head of Customer & Analytics UK, Bank of Ireland
Shelagh Martin, Head of Customer Experience, Just Group plc
Ross Barnes, Audit Director – Customer Outcomes, formerly Standard Life UK
CRITICAL CUSTOMER-CENTRIC COMPANY CULTURES
PANEL Q&A
Instil A Customer-Centric Approach At The Heart Of Finance Business Practices By Unifying Company Culture Around Impactful CX Outcomes
- Everyone on the same page; foster a company-wide culture that promotes the value of CX and puts the customer front and centre
- Break down silos to facilitate cross-team collaboration and buy-in to a CX-driven roadmap
- Equip colleagues with the key tools and training that empower them to deliver truly first-class CX journeys
- Positive outcomes go both ways! Gather relevant employee feedback and address pain points to avoid burnout and disengagement
Susan Quain, Senior Product Owner – Workforce Planning, Lloyds Banking Group
Pietro Cagnina, Strategic Enablement & Change Delivery Lead, NatWest Rooster Money
Hannah Ratcliff-Barnes, Social Media Lead, HSBC
Holly Rylands, Head of Customer Insight, Vitality
Julie Walker, Global Scheme Manager, BSI
BUSINESS-CRITICAL MEASUREMENTS & METRICS TO SHOWCASE ROI
Leverage Vital Measurements & Metrics To Understand Your Customers’ Needs, Highlight Your CX Wins & Maintain Continuous Improvement
- Showcase your customer success stories by honing in on relevant and eye-catching metrics that tell the right narrative and show your organisation at its best
- NPS and beyond; what are the key metrics to measure customer experience outcomes, and translate this into impactful and updated future results?
- Demonstrate the clear and quantifiable value of your CX strategies to senior leadership with coherent ROI reporting
- Ensure that you are asking customers the right questions on the right platforms, and at the right time, to measure the key results where value can truly be added
Emma Latham, Head Of Business Improvement, St. James’s Place
