Customer Experience in Financial Services 2023

Biography: Seb is an all round business technology professional who enjoys the Product Development process and building solutions. He has operated across many industries and worked in start-ups, scale-ups and large multinational corporations. Seb has long history in IT with an initial development background in Computing and Artificial Intelligence and has grown through the various IT disciplines to be in his current role. Seb is passionate about new ideas in technology, innovation, as well as driving change and making an impact. He holds a Masters qualification in Knowledge Based Systems, FBCS CITP, a certified PRINCE 2 Practitioner and full member of APM and a TOGAF 8 Practitioner.

Session Details: Keynote Address Joint Presentation: Looking at the world of finance through the eyes of the consumer: Adapting to evolving needs and expectations 06-09-2022, 9:00 am View In Agenda

Biography: Sharon has  a background in economic development, and consistently operating at the most senior levels within organisations, to manage and support large investment projects, enabling job creation and influencing stakeholders to achieve overall vision and success. Having worked with Investment Promotion Agencies around the world, and hundreds of high growth firms, has in-depth understanding and experience of supporting businesses to grow. From start up to scale up, leading highly strategic decision making to achieve business goals and vision.

Session Details: Diversity, equality, & inclusion: Recognising the significance of inclusion in the customer journey 06-09-2022, 2:45 pm View In Agenda

Biography: A customer centric transformation professional with a proven track record of thought leadership and delivering results by creating new and improved experiences within heavily regulated environments. This enterprise agile Product Owner holds demonstrated history of delivering customer first digital solutions within the financial services sector. Skilled in Digital Transformation (Mobile app, SaaS, Identity platforms/solutions, AI, API’s, CRM, chat), SaFe/Agile methodologies, Service Design, Digital Strategy, live service run and optimisation, Customer Acquisition and Marketing. Customer Relationship Management (CRM), and Pricing strategy.

Session Details: Keynote Address: Envisioning a seamless client journey in 2022 and beyond 07-09-2022, 9:00 am View In Agenda

Biography: Multi-faceted 20+ years experienced engineering leader, well versed in all aspects of personnel, project and software management. Result-driven, high-energy professional with a talent for leading by example and inspiring optimal performance from team members. Innovative and strategic in building teams focused on completing projects. Building, nurturing, and retaining performant staff and creating a positive work environment and growth mindset. Possesses a proven track record of successfully uniting people with various backgrounds and objectives to achieve common goals maintaining “Diversity Equity and Inclusion”

Session Details: AI and automation in action: Successfully integrating cutting-edge technology into banking 06-09-2022, 10:00 am View In Agenda

Biography: A highly experienced, dynamic and impactful senior leader, with extensive delivery experience across diverse teams, steering complex transformational business, cultural and organisational change, while working collaboratively in challenging environments. Customer and colleague focussed. Continuous improvement, end to end lens. Proven ability to turn strategy into action, to release value, achieve efficiencies and increase the flow of work.

Session Details: Panel Discussion: Happy workplace, happier customers: Achieving organisational resilience 07-09-2022, 1:45 pm View In Agenda

Biography: As Atom Bank Deputy CTO, Paul is responsible for IT Delivery across several technology teams including Architecture, Engineering, Test and Service Transition. With over 20 years’ experience managing transformational change in the FS industry, Paul has found a niche passion with challenger banks and making change happen.

Session Details: Merging digital innovation and experience: Are Fintech’s and banks competitors or collaborators? 07-09-2022, 11:15 am Panel Discussion: Happy workplace, happier customers: Achieving organisational resilience 07-09-2022, 1:45 pm View In Agenda

Biography: Experienced senior product leader with a demonstrated track record at "Head of" level, across a range of financial services. Strengths include articulate, commercially astute, and highly analytical of customer and market trends.

Session Details: Panel Discussion: It’s time for action: Showcasing innovative ESG strategies in finance 07-09-2022, 10:00 am View In Agenda

Biography:

Session Details: Making a difference in finance: The intentionality of sustainable banking 07-09-2022, 12:15 pm View In Agenda

Biography: Tom is a experienced Financial Services Sector Senior Leader and Product Development Specialist with over 17 years of experience within financial services. During Toms time in the industry, he has been successful in spearheading product development and management strategies within fast-paced ecosystems, ensuring compliance with industry-wide best practices and regulations, providing leadership to large cross-functional teams and departments, empowering organisations to uplift revenues through enriched customer experience and service offerings. Currently Tom is working as the Head of Regulated Advice by Skipton Building Society, the UK's 4th largest building society with over 1 million members and 88 branches.

Session Details: Panel Discussion Promoting the long-term financial well-being and inclusion for customers in financial services 06-09-2022, 11:15 am Optimising the customer experience in unpredictable times 06-09-2022, 4:15 pm View In Agenda

Biography: Natalie is head of customer experience and communication at Cashplus and a digital, culture, brand and customer experience strategist with over 10 years experience working both agency and client side.

Session Details: Panel Discussion Promoting the long-term financial well-being and inclusion for customers in financial services 06-09-2022, 11:15 am View In Agenda

Biography:

Session Details: Banking and blockchain: How far can virtual go? 06-09-2022, 12:15 pm View In Agenda

Biography: Digital banking analyst. Ten years' experience within top tier analyst firms/retail banks; covering the market from both a customer strategy and tech enablement perspective.

Session Details: Chair’s opening remarks 06-09-2022, 8:45 am View In Agenda

Biography: Wasim’s career in financial services has focused on leading operational teams and delivering strategic change across banking sectors. Currently he is the Transformation Lead in financial markets at Standard Chartered Bank delivering global change initiatives impacting all regulatory markets.   He spent his formative years in business banking at Abbey National Bank; followed by work in global banking and markets at RBS where he managed teams supporting all libor lending across the UK for commercial and corporate banking.   Moving onto Barclays Wealth Management as VP Head of Credit Operations, and onto the Operations Lead role to launch Smart Investor. Before consulting in the CIO office to deliver group programmes covering system decommissioning, platform implementations, banking entity closures, launching new products, and structural reform for the Private Bank.   Transitioning into fintech as Director of Operations and Projects at AskIf, launching CBILS with the British Business Bank as part of the initial wave of UK lenders. Developing SME green finance innovations, managing operational third-party vendors, brokers and external client lending portfolios utilising managed services. Wasim received his Masters in Economics from the University of Glasgow and more recently completed executive certificates at Saïd Business School, University of Oxford, and MIT Sloan School of Management. His focus areas are digital transformation, business strategy, process reengineering, lending, platformification, client segmentation, corporate innovation, open finance, and outsourcing solutions

Session Details: Shedding light on operational agility: Utilising transaction cycles to deliver client journeys 06-09-2022, 5:15 pm View In Agenda

Biography: Experienced head of global communications with a history of success in the financial services industry across traditional asset management, start-ups and private markets. Skilled in strategic communications, identifying opportunities and delivering solutions for company, clients and colleagues.

Session Details: Differentiation in 4 steps 06-09-2022, 1:45 pm View In Agenda

Biography: Co-founder of ekko, a positive and transformative app, debit card and ecosystem. Ekko’s mission is to reframe people’s relationship with climate change and empower them with ways to make an impact that they can see, and feel good about. We want to be the first step in someone’s journey to a more sustainable lifestyle.

Session Details: Panel Discussion: It’s time for action: Showcasing innovative ESG strategies in finance 07-09-2022, 10:00 am View In Agenda

Biography:

Session Details: Differentiation in 4 steps 06-09-2022, 1:45 pm View In Agenda

Biography:

Session Details: Looking to the global banking network for innovation, blockchain and digital banking 06-09-2022, 5:45 pm View In Agenda

Biography: Maurizio Garro works as a Model risk manager at Lloyds Banking Group, where he works as subject matter expert for implementing model risk management policy, governance and framework and lead  the team to implement the activities defined in model risk management framework. He also provides guidance in the identification of models, documentation of model design, assumptions/limitations, administration, output and uses, governance, change management, and input processing. He has a long-standing experience as an internal auditor, consultant and banker in model risk management and previously worked in the Development and Validation teams of top-tier financial institutions in Europe, U.S., and the U.K. for over 18 years. Maurizio is a frequent speaker on various topics in risk management, a member of the Institute of Internal Auditor and the Director of the Global Association of Risk Professional (GARP) London Chapter. He has been supporting as mentor start-ups involved in the development of AI/Machine learning products. Maurizio Garro received his Master Degree in Economics from the Bocconi University of Milano and a certificate in Financial Risk Management (FRM) from GARP.

Session Details: Panel Discussion: Happy workplace, happier customers: Achieving organisational resilience 07-09-2022, 1:45 pm View In Agenda

Biography: John has 16 years’ experience in Customer Experience roles across various industries (FS, Auto, Hospitality, and B2B). An experienced CX professional, John has worked within Consulting practices (Accenture Strategy and Kantar) as well as in industry (ex-Deliveroo, and now at Domestic & General as their Customer Experience Director).

Session Details: Keynote Address Joint Presentation: Looking at the world of finance through the eyes of the consumer: Adapting to evolving needs and expectations 06-09-2022, 9:00 am View In Agenda

Biography: With 25 years’ experience working in marketing and business development, Charlie has a comprehensive background in working closely with global brands to more effectively communicate with their key customers across a diverse range of platforms. His focus for the last 10 years has been managing and growing key client partnerships throughout EMEA and APAC. 

Session Details: The science behind customer experience 07-09-2022, 11:45 am View In Agenda

Biography: Jonathan is the proud co-founder of YuLife - we have completely reimagined life insurance with a mission to inspire people to live their best lives every day! Jonathan started my career with an entrepreneurial adventure and then went into banking, became an Actuary, and eventually decided to head back to startup life. Prior to YuLife, he was the Early-Stage Lead for KPMG’s Tech Growth team, where he consulted over 200 startups. Jonathan is also a Guest Lecturer at Imperial College Business School and a frequent speaker at tech and startup events and conferences.

Session Details: Panel Discussion: Happy workplace, happier customers: Achieving organisational resilience 07-09-2022, 1:45 pm View In Agenda

Biography: Seb Reeve is a customer experience industry leader who is always seeking to provide thought-leadership, lateral-thinking and decision-support for Fortune 1000 Enterprises who are both his customers and partners. Reeves has more than fifteen years of experience in deploying technologies to improve the user experience. He is currently one of the top managers in charge of the design, strategy and value proposition of Nuance’s Intelligent Engagement business which promotes the best practices in AI and Machine Learning to the world of Customer Experience.

Session Details: Behind the innovation: The underlying goals driving CX leaders 06-09-2022, 10:30 am View In Agenda

Biography: Tariq Khan is Client Development Director at Objectway - global player offering end-to-end digital-ready solutions for Wealth, Bank & Asset Managers. Tariq has been working with UK wealth managers for over 10 years, with a focus on digital transformation, advising firms on how they can make the most of digital solutions in order to improve their client experience, operational efficiency, and become future ready.

Session Details: Future forecast: The ever-growing importance of customer experience in wealth management 06-09-2022, 11:45 am View In Agenda

Biography: Owen joined Kofax in 2015 and is responsible for helping companies wishing to leverage Intelligent Process Automation, to positively impact key business processes – customer-facing and back-office.   With over 25 years of sales experience, most recently at Opentext and EMC Documentum where he managed a number of initiative customer experience solutions that streamlined the customer engagement.  Owen has extensive knowledge on how Information Management adds value within the financial services industry, and has presented at many events throughout Europe.

Session Details: Does your current Customer Experience ensure shared documents are validated in real-time? 07-09-2022, 10:30 am View In Agenda

Biography: With a deep understanding of technology transformation across CRM, ERP and Practice Management systems drawing on more than 20 years of experience with blue chip clients. Ben works with the UK's leading financial and professional services firms as a Microsoft Accredited expert in Business Transformation.

Session Details: Revenue Operations: An effective framework for delivering CX 07-09-2022, 2:15 pm View In Agenda

Biography: David has worked in the Digital IT Sector helping businesses adopt and improve their business practices and processes for over 20 years. Over this time David has help deploy enterprise-wide solutions to the some of the world's leading global brands which have resulted in significant, tangible cost savings, better user experiences and business processes. David believes that technology should operate as the vehicle to enable us to focus on what is important so we can put our time and energy executing against our core values and business strategy.

Session Details: How financial services can enhance the customer experience with a "Single Source of Truth" to work Smarter, not harder 06-09-2022, 4:45 pm View In Agenda

Biography:

Session Details: Panel Discussion: It’s time for action: Showcasing innovative ESG strategies in finance 07-09-2022, 10:00 am View In Agenda

Biography: Hannah currently leads J.P. Morgan Payments’ Marketing Campaign Strategy for the EMEA region. Equal parts strategist and creative, much of her time is spent thinking about the future of Payments, from the perspective of end users, merchants, and processors, and conveying that in a digestible format for all audiences, regardless of their Payments acumen. Passionate about Gender equity, Hannah Co-Chaired the Gender Network at Barclays, where she founded the Barclays Career Kickstarter, an initiative designed to dispel the misconception of an ‘ideal candidate’ in early careers. The scheme provides resources and advice to students, largely targeting those not yet considering a career in Financial Services, aiming to increase black, female and non-STEM graduate representation. At J.P. Morgan Payments, Hannah has remained passionate about early careers, currently leading the London Payments Apprenticeship programme. Dubbed One to Watch by Brummell Magazine, Hannah is part of a new generation of Payments professionals driving the next phase of change in our industry.

Session Details: B2B customers now expect B2C customer experiences 07-09-2022, 3:45 pm View In Agenda

Biography: Mike is a Head of Design at Lloyds Bank, where he leads teams of design practitioners, writers, researchers, data scientists, service designers, UI and UX designers to drive improvements to the customer experience.

Session Details: The currency of change: Delivering CX improvements in a complex, ever-changing change environment 07-09-2022, 4:15 pm View In Agenda

Biography:

Session Details: "It’s not you, it’s me:" Fixing the financial services CX by transforming your CX team 07-09-2022, 9:30 am View In Agenda

Biography:

Session Details: Using behavioral insights for a competitive edge in digital banking 06-09-2022, 3:15 pm View In Agenda

Biography:

Session Details: Driving successful financial outcomes for customers 06-09-2022, 2:15 pm View In Agenda

Biography: A product evangelist with 15 years of experience in the financial services industry. He has previously worked with companies like Visa, 10x Banking and Metro Bank. Currently, the Product Director at Monese, leading product propositions across Credit, Savings and Investments.

Session Details: Panel Discussion Promoting the long-term financial well-being and inclusion for customers in financial services 06-09-2022, 11:15 am View In Agenda

Biography: Shimona comes from a legal background and works with Moxo's EMEA clients to modernize their client interaction workflows. She specialises in helping clients control the chaos of client management by orchestrating end-to-end client collaboration with the power of their one-stop client portal.

Session Details: View In Agenda