Keith is a founding director and CEO of the Consumer Duty Alliance (CDA), an independent, not-for-profit professional body, for the sector by the sector. The CDA is consumer focused and brings together a cross-sector Alliance for the sharing of 'good practice' to support members, engage Policymakers on key consumer duty matters and raise the profile of the profession and the value of professional advice with the public.

A recognised leader within the financial services sector, Keith has over 38 years experience operating at executive level, has an established media profile and is regularly called upon for comment both home and abroad by various organisations, including Trade and National press.

Keith established a strong media profile whilst leading the Personal Finance Society as Chief Executive Officer, also incorporating the role of Chief Membership Officer of the Chartered Insurance Institute, prior to which he was an executive board director of one of the UK’s largest IFA Networks, Tenet Group and prior to that he was Head of Retail Distribution for the largest mutual insurance company in the UK, Royal London Group. Actively engaged in the promotion of financial services within the UK and internationally, he has contributed to various boards, including PFS, Tenet, RL Retail, AIFA, AMI, European Financial Planning Association (EFPA) and various government and regulatory working groups.

Keith is also the founding Chair of the Financial Vulnerability Taskforce, which is an independent representative body covering the Personal Finance and wider Financial Services Sector. Its ultimate purpose is to promote greater understanding, encourage appropriate behaviours and establish good practice in respect of consumer vulnerability.

Jason Maude is a coder, coach, and public speaker. He has over a decade's experience working in the financial sector, primarily in creating and delivering software. He is passionate about explaining complex technical concepts to those who are convinced that they won’t be able to understand them. Jason is also host of the Starling Developer podcast which gives insider access into what goes on behind the curtain at a leading challenger bank.

Janthana is the CEO of Tapoly, a pioneering on-demand insurance provider for SMEs and freelancers. She has been recognized as the 6th Top Woman Founder to Watch by Forbes and as one of the Top 10 Insurtech Female Influencers by The Insurance Institute. Recently, she has won prestigious awards such as the Innovator Of The Year Award at the UK Fintech Awards 2023 and the Insurance Leader of the Year Award at the Women In Finance Awards 2021. Before joining Tapoly, Janthana worked at top-tier investment banks.

I’m a writer, trainer and language strategist. I believe that better writing can measurably improve every single aspect of a business, inside and out, and I spend my days trying to prove it.

Right now, I'm leading the writing team at Monzo, which I started back in 2018 (the team.. not the bank). This is my baby: monzo.com/tone-of-voice

I’ve written pretty much everything there is to write. From poems on beer cans, to HR policies, to scripts, to speeches for FTSE 100 CEOs and a former England football captain.

I’ve trained thousands of people to be more confident and effective with words, including lawyers, engineers, journalists, bankers, brand people and writers from agencies like Wieden+Kennedy, M&C Saatchi and Ogilvy.

I’ve run a whole bunch of language programmes for companies big and small; developing tone of voice principles, monster rewrites, content strategy. Whatever it is, I get the call if someone needs to balance big-picture thinking with real attention to detail* about the nuances of language.

Seasoned marketing leader with over 20 years of experience driving business growth and crafting differentiated client experiences for blue chip financial services businesses across investments, real assets, alternatives and wealth management.

Skilled at leading high-performing marketing teams and executing integrated programs in today's digital landscape. A creative strategist adept at fostering a culture of innovation, collaboration, and out-of-the-box thinking.

Core competencies include:

• Alternative investments, covering Real Estate, Infrastructure, Private Equity and Credit. Managing all external communications, brand-building and content development.
• PR & Marketing strategy and communications planning
• Digital marketing and optimization
• Brand strategy and positioning
• Advertising, agency management and creative development
• Product marketing
• Budget management and operations
• Assembling and leading teams
• Marketing transformation and change management
• Leveraging global experience to enhance multinational marketing efforts
• Fluent Italian, English and B2 French

Strategic and creative business development expert, specialising in payment propositions, with experience in client account management and SMB growth.

Payment product expert and a trusted payments advisor, able to analyse a client's unique goals and challenges to formulate and sell solutions that drive adoption, increase spend and decrease processing costs.

Transformation, Regulatory and Operations Executive with a strong track record of leading high performing teams. A demonstrable history of cross-functional collaboration with global business leaders to shape and deliver compliant business strategies for FTSE 100 and Fortune 500 businesses including digital solutions that make use of the latest technology. Skilled in transformation, operational readiness, governance and policy, international and cross-functional stakeholder management, leadership and advocacy.

Sought after speaker on matters of policy and technological innovation, most recently spoke at the Connect Global Group's Automation and Innovation in Wealth Management Conference UK. This was a panel discussion centered around the use of technology such as AI in the Wealth Management arena and the regulatory implications of a more digital centered approach within the industry.

A vocal advocate for diversity, equity and inclusion; provides thought leadership to global businesses on matters of racial equity and anti racism. Sought after speaker on issues related to racial and gender diversity, equity and inclusion.

A pro-active and committed leader who is passionate about delivering great customer experiences and outcomes. Lead, engage and drive change across the business through voice of the customer insight and systems thinking.

Stewart is a seasoned financial services professional with over 20 years of experience in asset management, specialising in client assets (CASS) compliance. He is currently a Board member, Director and Head of Operations Control within a leading UK merchant banking group with over £15 billion in assets under management.

As the Head of Operations Control Stewart is responsible for ensuring the operational effectiveness of the systems and controls that safeguard the firm's compliance with CASS regulations. He also reports to the firm's governing bodies and regulators on CASS matters, oversees the key outsourced providers, and chairs the PIMFA CASS Working Group. Stewart holds a diploma in Investment Operations from the Chartered Institute of Securities and Investment, where he is a Chartered Fellow and a member of the client assets panel. He is also a Chartered Manager and a Chartered Fellow of the Chartered Management Institute.

Stewart has a proven track record of developing and implementing robust operational risk and control frameworks in asset managers, as well as handling Section 166 FCA requests and investigations. He is an industry speaker and a published author on CASS compliance best practices, operational risk management, and public speaking. Stewart is passionate about delivering the highest possible value to the firm's clients, stakeholders, and regulators, while fostering a culture of excellence, collaboration, and continuous improvement.

Lisa is a passionate customer advocate, working hard to ensure that customers have a voice and are listened to. The insights she gathers drive real change across the business. Lisa captures insights around customer pain points, struggles and frustration to fuel a packed optimisation backlog for the business to get stuck into.  With over 26 years experience working in Financial Services in Product Development, Product Management, Marketing, Digital Channel Management and Demand Conversion, this experience has lead Lisa to her current exciting role of Voice of the Customer Manager which she’s held for the past 7 years.

Tim Bennett (MA, ACA, ASI) is Head of Education and a Partner at Investment and Wealth Management firm Killik & Co. He is responsible for a range of educational collateral that includes weekly Killik Explains videos, popular “How To” guides, and the flagship quarterly magazine, Confidant. Tim also presents at seminars and webinars and is involved with various educational programs. Prior to joining Killik, Tim was the Deputy Editor at Moneyweek and the host of the highly regarded Moneyweekvideos. Earlier in his career, Tim worked for a variety of financial services organisations, including UBS, the Securities Institute and Ernst and Young.

A human-centred-designer with over two decades of experience, helping organisations deliver better outcomes for their customers.

Results oriented CX and Propositions Specialist with a keen interest in the digitalisation of financial services, leakage discontinuation and ESG.

Segment & customer management leader with over 15 years of experience in developing segment-tailored value propositions, driving segment growth strategies and creating differentiated client handling solutions for financial services. Skilled at leading high-performing business development & segment teams and executing integrated segment and client retention strategy programs. A creative, out-of-the-box thinker with passion for leading change with growth mindset and creating a nurturing culture of innovation.

Edward Winfield is Director of Global Partnerships at Content Guru, a global leader in cloud contact centre and customer experience solutions. A veteran in the SaaS and technology space, Edward has over 25 years’ experience in the telecommunications space, which he leverages to create lasting partnerships, deliver cutting-edge solutions that anticipate evolving customer needs, and to help businesses to create outstanding customer experiences through seamless engagement and data-driven insights.

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.

John Glennane, CEO and founder of Capventis, has been pursuing the goal of aligning technology and systems to serve the real-world needs of people and business for over 35 years. In 1999 he established Capventis, to help organisations and people deliver more value through the strategic use of data and ideas. The ideas, issues and imperatives that start us off on the journey to value, all need consideration, knowledge, skills, resources, structure, rigour and good design. The resulting solutions also need appropriate technology, combined with experience to make them viable and successful. John’s mission today is to empower a new generation of our smartest and best-educated people to be equipped with next-generation technology (‘Glu’) and the knowledge, skills and freedom to drive step-change improvement in our most critical public and private sector organisations.

Monica Hovsepian, Financial Services lead at OpenText, drives the financial services global strategy and marketing efforts across business solutions. With over 25 years of financial industry expertise, she's a respected authority and thought leader, having worked with various major banks worldwide, spearheading operational enhancements and customer-centric innovations, including initiatives designed to revitalize the customer experience. An Economics graduate from York University, she holds an MBA from Hult International Business School, London. Monica is also a member of the Forbes Finance Council.

With a career spanning 30 years, Alan has held a variety of sales, marketing and leadership roles, both in start-up and large enterprise software companies. Before joining Cognigy, he led global market development at LivePerson where, during his six-year tenure, revenues doubled from $223m to $470m. As Cognigy’s VP Marketing, Alan’s focus is on leading and inspiring his high-performance global team to deliver programmes across branding, product marketing, demand generation, events and social media.

Alan is also responsible for leading market expansion in high growth regions such as the USA, UK and APAC, and building a global community of Cognigy advocates, including customers, industry experts, partners and prospects. In his spare time, he is a volunteer puppy trainer for the Hearing Dogs for Deaf People charity and was a coach and referee at his local junior rugby club for 11 years. Alan maintains that training dogs is easier than children!

Jo Phillips leads the Direct Wealth business at Aviva, where she and her team are democratising the notion of Wealth by making it easier for people to save and invest via a market leading digital platform. Throughout her career Jo has built teams and products that have grown businesses and transformed customer experiences. Prior to joining Aviva she held multiple executive leadership positions at American Express and BlackRock; with career highlights including include transforming American Express’ billion-dollar B2B payments platform and re-imagining BlackRock’s award-winning web and mobile ecosystem.

Yohan leads the development of our solutions for Financial Services clients following 16 years in commercially focussed roles within the consumer and B2B payments industry. He has held a range of key sales, sales-leadership, and commercial delivery roles during periods of rapid change. He has worked with a range of sectors including business services, local government, and alternative finance. Yohan has always had a focus on bringing the voice of clients into product, marketing and operational functions.

https://www.linkedin.com/in/yohan-lobo/

Christopher TS Harvey has spent the past two decades mastering the complexity of change and how to manage change successfully.

Since studying alongside Prince William and Kate at the University of St Andrews, Chris has been busy in the change space. Unaware at the time, he was somewhat of a trailblazer in the Change Management domain, obsessed with the human-centric, psychological nature of change. Pushing himself ever since to operate at the ‘bleeding edge’ of the change sphere.

What makes him a standout as a speaker is his ability to convert extensive academic understanding and hands on experience of complex change, into meaningful learnings and tangible takeaways for the audience to better manage through change. All done against a captivating backdrop of 80s/90s soundtracks, balloon metaphors and ‘tongue in cheek’ British humour.

Chris has been published extensively in GQ Magazine around the world, on change subjects ranging from natural disasters to workplace burnout. He’s also written for the Daily Mail, The Telegraph, HR Magazine, Business Insider, been interviewed by BBC, TalkRadio and many more. His proudest achievement will be publishing the book he continues to work on, whilst educating the next generation of change leaders through his guest lecturing.

With every editorial or speaking engagement, Chris’s aim always remains the same at its core: to ‘Demystify Change!’

Lead service designer who co-ordinates user centred design efforts to balance user needs and business strategy. Over 15 years hands-on design experience across a range of sectors, services and products.

Nikhil Kamdar is a seasoned professional with a passion for pioneering technology solutions across the realms of mobile telecommunications, enterprise security, mobile security, endpoint protection, and cloud-based biometrics. With an extensive career that encompasses notable roles at EE, Samsung Electronics, and his current role at iProov, Nikhil is committed to advancing innovation and bolstering security in the digital landscape. Nikhil's dedication to technology extends beyond his professional pursuits. He is deeply committed to staying at the forefront of emerging technologies and industry trends. As an active participant in industry forums, he engages with thought leaders, attends conferences, and frequently contributes valuable insights to discussions on the future of mobile security and biometrics.

With a background in new product development, pricing and UX design and over 12 years of experience in financial services and payments (American Express, Barclays), Meera has seen how businesses work and what drives them. A desire for creativity and real consumer impact. The experience of creating engaging and meaningful products in a structured way led her to focus on user-centric design. Clients include Handlesbanken, Bank of England, Cabot financial and several others.

Matt Gibson is Chief Commercial Officer and Associate Director at Cyber-Duck, a CACI Business - a user-centred digital transformation agency based out of the UK. With nearly 20 year’s background in Interaction Design, Matt helps oversee all aspects of Cyber-Duck’s production lifecycle including research, design, and delivery of inclusive products and services, for organisations like Sport England, Compare the Market and the Bank of England. As a BIMA Hot 100 top creative in the UK, Matt is a champion for sustainable design, and accessibility best practices – based on his firm belief in the universality of the web and the power sustainable research and design has in creating better customer experiences for everyone – levelling up CACI’s team and clients’ awareness and knowledge to deliver this. Also speaking at SXSW, UXPA, UX London, and Business X Design on the topic.

I am a seasoned customer experience expert with a career covering operational support of contact centres as well as provision of CX services and solutions. My role is to develop capabilities within the firm and with our clients using market leading CX analytics methodologies to create measurable and transformational operational improvements, including cost optimisation and compliance improvements across retail, telecommunications and financial services customers across the UK and overseas.

Over the past 35+ years, I’ve been fortunate enough to work with some of the UK’s and the world’s most recognised and respected brands to deliver successful customer-centric transformation. I specialise in supporting our clients to deliver improved customer experiences through operational transformation, strategic outsourcing, and business change. My sector expertise and experience cover a broad range of industries including retail, consumer goods, travel, and insurance.

CEO and founder of Elephants don't forget, the world's leading company in using Artificial Intelligence (AI) to augment employee performance and optimise enterprise outcomes. With over 10 years of experience in this field, I have successfully created and delivered cutting-edge AI solutions that enhance human capital and reduce risk and compliance issues for enterprises across 45 countries and 14 languages.

Our flagship product, Clever Nelly, is a low-cost, easy-to-deploy, and super-secure AI platform that ensures employees are competent and fit for their specific job roles. We have won multiple awards and attracted some of the world's largest and smallest companies as clients, who share our vision of creating the fairest and best possible customer outcomes, at the lowest cost and with the least number of mistakes. My mission is to make Elephants Don't Forget the global leader in AI-powered employee competency solutions, and to sail the Atlantic, single-handed, one day.

Howard has undertaken a diverse range of roles in the financial services sector spanning the disciplines of operational management, corporate relationship management, strategy and risk management.

Passionate about preventing Economic Crime his current role is to provide Oversight of Economic Crime risks with particular focus on screening and transaction monitoring.

He is an advisory board member for Cifas, the UKs largest cross-sector fraud data sharing organisation, as well as a member of the European Banking Federation Exco financial crime strategy group. He is also an active member of the Europol Financial Intelligence Public Private Partnership.

As an active LinkedIn member Howard regularly shares thoughts and insights into the world of Economic Crime Prevention and the latest developments around the globe.

In her 20 years with Nationwide, Theresa has gained experience across the business including customer facing roles, contact centre planning and customer experience.  She brings her passion for the customer to the fore in her current role leading Nationwide’s customer feedback programme, providing a detailed view of performance through the eyes of the customer.

Dr. Adam Flitton is a behavioral scientist who leads teams and projects that drive measurable behavior change. Working across multiple sectors, his goal is to improve outcomes by helping people to make better decisions.

My name is Amna Mujahid, and I am a Senior Analyst in Strategic Intelligence.​

I author and manage a portfolio of reports related to demographic trends and their impacts on businesses, focusing in on Generation Z, social media, influencer marketing, and the creator economy as a whole. I have also written more broadly on the impacts of emerging technologies across key sectors, including mining, agriculture, power, tourism, and more. I aim to provide valuable insights and strategic recommendations. ​

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.

Mahari is a highly experienced people focused leader with over 20 years’ experience in the Financial Services Sector. His passion for helping others and translating complex information into simple and effective content, has seen him have a very rewarding career, especially in his current role as Director in the Innovation & Transformation Team at Lloyds Banking Group.

Mahari is also the Co-chair of the very influential employee resource group – B.O.L.D: Black Organisation for Leadership & Development. The networks vision is for Lloyds Banking Group to have more Black colleagues in senior leadership roles, by continuing to drive the change needed in areas that are considered barriers for minority ethnic colleagues. He features on the Lloyds Banking Group 2023 Ethnicity Role Models list, Winner of the ‘Best Financial Services employee’ at the 2023 UK Black Talent Awards, ‘Professional of the Year’ winner at the 2023 Phoenix Business Club awards, and has been recognised as one of the Empower Global Top 100 Future Leaders in 2022.

Darren has been helping organisations with their CX Strategy and Voice of the Customer programmes for the last 14 years. With a particular interest in ensuring insights lead to actual action, he works with organisations to ensure VoC delivers real ROI and customers experience genuinely improved experiences as a result.