Practical AI Integration, Groundbreaking New Tech, Data-Driven Insights & Consumer-Centric Strategies For Competitive Results
Cutting-Edge, High-Impact, Seamless & Consistent Customer Experience Strategies & Journeys In Financial Services
A One-Day, Industry-Led Conference & Networking Exhibition, Central London | 21st May 2025
08.15 Registration, Informal Networking & GIC Welcome
09.00 Morning Co-Chairs’ Opening Remarks
Van Valdez, Insight & Evaluation Lead, Financial Conduct Authority
Jo Phillips, Managing Director – Consumer Wealth, Aviva
CUTTING-EDGE AI & AUTOMATION INTEGRATION SPOTLIGHT
09.10 Customer Experience With Strategic AI Integration That Will Enhance Efficiencies, Build Upon Trust & Provide A Critical Human Touch
- Deep dive into the importance of balancing AI optimisation and human interaction in your onboarding process, identifying tasks suitable for automation and those requiring human oversight to streamline customer onboarding while maintaining quality
- Delve into the dangers and benefits of using AI in service delivery while understanding the synergy between AI tools and human agents
- A question of trust? Examine the factors that influence trust in AI applications and share new and proven strategies for ensuring reliable customer interactions
- Navigate the complexities of accountability for customer outcomes arising from AI interactions and discuss the implications for financial service providers
Amy Lynch, Senior Service Designer, Bank of England
THE CONVERGENCE OF HEALTH & WEALTH
09.30 Retail Banking Is Evolving. While Many Customers Now Enjoy Smarter Tools And Smoother Experiences, The Question Remains: What’s Next?
This session explores a compelling new opportunity at the intersection of financial and personal wellbeing. As health and wealth increasingly intertwine, banks have the chance to redefine their role in customers’ lives—beyond money management and the more traditional added value services.
Join us to explore:
- How shifting customer expectations are reshaping retail banking
- What “customer centricity” really looks like in 2025 and beyond
- Why health is becoming a critical part of financial conversations
- Where banks can deliver added value by supporting overall wellbeing
Key takeaways:
- Understand the emerging convergence of health and wealth—and what it means for your strategy
- Identify new ways to differentiate, build trust, and deepen customer relationships
- Explore practical ideas for creating service offerings that align with evolving consumer priorities
- Learn how banks can play a meaningful role in improving customer wellbeing while driving engagement and growth
Georgina Howe, Commercial Director, Teladoc Health UK
NEW TECHNOLOGIES & DIGITAL ADVANCES
09.45 Harness Innovative Solutions That Will Enhance the Customer Experience & Differentiate our Product Offerings in an Increasingly Competitive Landscape
- Keep on top of rapid technological changes! Upgrade your CX while effectively managing tight budgets so you can deliver premium services without compromising on customer satisfaction
- Embrace intuitive digital solutions and apps to meet the growing demand for seamless, efficient customer interactions, driving satisfaction and engagement in a fast-evolving digital landscape
- Open banking vs. traditional banking: are your customers fully embracing the shift? Unpack the security concerns and regulatory landscape, and explore the need for customer education to build trust and adoption
Ty-John Roberts, Lead UX Designer, Citi
CHANGING CUSTOMER BEHAVIOURS & EXPECTATIONS
PANEL Q&A
10.05 Adapt To The Ever-Evolving Needs Of Today’s Consumer By Anticipating Shifts In Behaviour & Meeting Constantly Rising Expectations
- Through the glass: discover the role of transparency, trust, and ethical practices in shaping modern customer expectations, and build long-term by in by addressing these values along the way
- With the younger generation of customers reshaping the FS landscape by demanding more personalised and accessible customer experiences, understand and ensure your CX strategies are evolving in line with them for maximum trust
- Revolutionise your use of data insights to anticipate emerging behaviours, allowing you to proactively adjust offerings, communication, and service to meet future customer needs
Gareth Morgan, Head of Global Brand Design, Revolut
Jonny Fry, Head of Digital Assets Strategy, Clear Bank
Edmund Shing, PhD, Global Chief Investment Officer, BNP Paribas Wealth Management
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