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
08.15 Registration & Informal Networking
OPENING REMARKS
09.00 GIC Welcome & Morning Co-Chairs’ Opening Remarks
Celia Shek, Head of Audit – Distribution & Servicing, Consumer Relationships, Lloyds Banking Group
Craig Bridger, Partner & Senior Operations & Performance Manager, John Lewis Financial Services
CUTTING EDGE AI & AUTOMATION INNOVATIONS
09.10 Go Beyond The Theoretical & Into Implementable, Time-Saving & Cost-Cutting Practices For Financial Services Powered By The Latest Developments In AI
- More than just a buzzword! Drive efficiencies and cost-cutting with actionable AI strategies, without compromising on quality and the need for human interaction
- Assess the landscape of self-service, apps and chatbots – what’s next for these technologies? How can chatbots be improved to limit the risk of misinformation or unethical biases?
- Explore the practical and immediate real-world solutions that AI can deliver, with clear and tangible benefits going straight to the consumer
- Human in the loop; how much human involvement and oversight do AI processes need? How far are we from automation that can be trusted to work truly independently?
THE ESSENTIAL HUMAN TOUCH: STRIKING THE PERFECT BALANCE
09.30 Calibrate Your CX Strategies To Capitalise On The Potentials Of AI Technology, Counterbalanced With The Vital Need For Soft Skills & Human Interaction
- How much is too much? AI is a powerful tool, but when should you take a step back from automation to deliver the vital human touch?
- From data hallucinations to embedded biases, understand the potential pitfalls of AI technology in order to mitigate against future problems
- The power of soft skills; prioritise empathy, ethics and engagement to mitigate difficult conversations and support vulnerable customers
- Build adaptable customer journey roadmaps that still cater for those who prefer to pick up the phone or interact face-to-face
Hannah Ratcliff-Barnes, Social Media Lead, HSBC
STREAMLINED & OPTIMISED CUSTOMER JOURNEYS
PANEL Q&A
09.50 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
Ross Barnes, Audit Director – Customer Outcomes, Standard Life UK
Laura Winter, Head of Operational Excellence, Hiscox
Shelagh Martin, Head of Customer Experience, Just Group plc
Tristan Hugo-Webb, Customer Journey Lab Lead, Aviva
