Customer Experience in Financial Services 2022
The Waldorf Hilton, London
6th-7th September, 2022
Customer Experience in Financial Services 2022
After a successful virtual event in 2021 Arena International are delighted to launch the inaugural in person Customer Experience in Financial Services conference, in London on the 6th and 7th of September 2022.
Building upon key themes across our financial services portfolio, the event will offer a dedicated space to explore next-level thinking and innovation transforming how the sector delivers excellence in client service.
Attendees will gain exclusive insight into the exciting initiatives in customer-centric transformation and digitalisation. The conference is an unmissable opportunity for financial services professionals to stay on top of the latest advancements in the industry.
We look forward to seeing you there!
What to Expect for 2022?
The annual Customer Experience in Financial Services conference is the ultimate conference for the financial sector to drive seamless experiences and thrive in the digital age as we enter the ‘new normal’
100+
Attendees to meet each year
10+
Exhibitors to meet each year
15+
Talks from
70%
Attendees at Director+ level
Why attend?
Network
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Meet relevant specialists and form long-lasting connections
Inspire
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Hear high-level case studies from industry leaders
Action
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Arrange 1-2-1 meetings and turn insights into action to succeed

Gayle Terry
Chief Marketing Officer,Domestic & General
Biography: A customer-focused commercial leader with over 15 years’ experience in both the financial services and utility industries.Gayle has a general management skillset developed through a portfolio of roles and from leading functional areas including: customer, product development, marketing, commercial, operations and change management. Currently working as Chief Marketing Officer at Domestic & General Gayle is most passionate about: 1. Driving positive customer value and experience, 2. Providing great leadership for my teams and 3. Creating a culture of ownership, opportunity and high performance.
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

Seb Chakraborty
Chief Digital and Technology Officer,Domestic & General
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

Sharon Rai
Diversity & Inclusion Partner,NatWest
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

Geraldine Maringo
Chief Product Owner Self Service,Nationwide Building Society
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

Vinita Ramtri
Global Head - API Standards and Governance,HSBC

Rahul Mundke
VP Technology,Bank of America Merrill Lynch
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

Vikki Williams
Chief Customer Experience Officer,Starling Bank
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

Paul Trotter
Deputy Chief Technology Officer,Atom bank
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

Ben Mitchell
Director of Savings,Tandem Bank
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

Tom Harding
Head of ESG & Sustainability,Aldermore
Biography:
Session Details: Making a difference in finance; The intentionality of sustainable banking 07-09-2022, 12:15 pm View In Agenda

Thomas Girling
Head of Regulated Advice,Skipton Building Society
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

Heather Hearn-Poole
Digital Experience Lead,RBS International
Biography: As a Digital Experience Lead for RBS , Heather manages complex projects on web that most recently have included Operational Tax data collection and an AEM website migration. Also leading RBS strategy and partner management with Contentsquare.
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

Natalie Fuller
Head of Customer Experience and Communication,Cashplus
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

Mike Davies
Head Of Business Development,Yorkshire Building Society
Biography: Experienced business development professional currently with YBS Commercial. Focused on delivering award winning commercials finance products through our broker network and direct to borrowers.
Session Details: Differentiation in 5 steps 06-09-2022, 1:45 pm View In Agenda

Victor Chatenay
Digital Consultant,RBS International
Biography:
Session Details: Fireside chat Digital assets & virtual banking: The next steps to banking the network 06-09-2022, 12:15 pm View In Agenda

Stephen Walker
Lead Analyst, Thematic & Fintech Research,GlobalData
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

Wasim Mushtaq
Transformation Lead,Standard Chartered Bank
Biography:
Session Details: Shedding light on operational agility: Creating future-ready banking lifecycles 06-09-2022, 5:15 pm View In Agenda

Louise Somers
Head of Global Comminications,Architas
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 5 steps 06-09-2022, 1:45 pm View In Agenda

Oli Cook
CEO & Co-Founder,ekko
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

Laurence Hunter
VP of Insurance,Laka
Biography:
Session Details: Differentiation in 5 steps 06-09-2022, 1:45 pm View In Agenda

Ben Symth
Founder,Arma Karma
Biography:
Session Details: Differentiation in 5 steps 06-09-2022, 1:45 pm View In Agenda

Desmond Chin
Compliance and Private Banking Specialist,Standard Chartered Bank
Biography:
Session Details: Breaking down digital dynamics and meeting the needs of all customer demographics 07-09-2022, 3:45 pm View In Agenda

Anuj Agarwal
Data and Analytics Lead,Natwest
Biography:
Session Details: Looking to the global banking network for innovation, blockchain and digital banking 06-09-2022, 5:45 pm View In Agenda

Karen Greenall
Head of Performance and Development,Aldermore
Biography:
Session Details: Fireside chat - Welcoming changes to the banking business operating model to ensure a positive client experience 07-09-2022, 4:15 pm View In Agenda

Maurizio Garro, FRM, PRMIA SME
Model risk Manager ,Lloyds Banking Group
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











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Sponsor Information
To enquire about sponsorship opportunities for the conference, please contact:
Ben Lloyd-Davies
Head of Sales
T: +44 207 936 6552
E: benlloyd-davies@arena-international.com
Speaker Information
The Customer Experience in Financial Services programme is written in collaboration with industry, if you would have a case study, idea or just a comment, please contact:
Megan Gleave
Conference Producer
T: +44 (0) 20 4540 7727
E: megan.gleave@arena-international.com