6th Annual Customer Experience in Financial Services 2026

17 - 18

June

2026
  • etc. Venue 155 Bishopsgate, London
  • Free
  • Why attend?
  • 2025 Agenda
  • 2025Speakers
  • Plan Your Visit
  • 2025 Sponsors
  • Contact Us

2025 Speakers Include

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Conrad Ford​

Chief Product & Strategy Officer, Allica Bank

Conrad Ford is Chief Product & Strategy Officer at Allica Bank (www.allica.bank), named by The Sunday Times as the UK’s fastest-growing company, and by Deloitte as the UK’s fastest-growing fintech firm ever. Backed by TCV - investors in the likes of Netflix, Revolut and Spotify - Allica is reimagining banking for established SMEs with the latest technology. Previously Conrad was sole founder of Funding Options - a fintech listed in the 2022 FT1000 ranking of Europe’s fastest-growing firms - that latterly sold to leading neobank Tide.

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Hugo Sousa​

Senior Director, OakNorth

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Gail Russell​

Global Head of Customer Experience and Channels, HSBC

Gail Russell is the Head of Customer Channels and Commercialisation at HSBC, based in London. With over 15 years of experience in the financial services industry, she has developed expertise in customer strategy, P&L management, product and proposition development, digital innovation, risk management and distribution.

Gail has held executive leadership positions in global, regional, and market roles across Europe, North America, Africa, and Asia, demonstrating a profound ability to navigate complex business environments.

Prior to HSBC, she served as the Regional Head of Liabilities at Standard Bank and led Banking Products and Proposition at Citi. Her career also includes roles at Lloyds Banking Group and TD Bank.

Having lived in Toronto, Johannesburg, Paris, and London, Gail brings a diverse international perspective to her work, driving impactful customer-centric strategies that enhance user experiences and growth.

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Ronit Ghose​

Global Head – Future of Finance, Citi

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Richard Frost​

Chief Information Security Officer, esure Group

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Hendrik Kleinsmiede​

SVP, Customer Experience and Design, Mastercard

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    2025 Sponsors Include

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    Company Information

    At CACI, we drive impactful and lasting transformation across the financial services landscape by combining the power of data, cutting-edge technology, and innovative design. Our human-centred solutions enable institutions to deliver seamless, secure, compliant, and positive experiences. These experiences enhance customer trust, improve operational efficiency, and empower employees to deliver exceptional service.

    Whether that’s designing innovative customer journeys and inclusive digital platforms, augmenting customer data to deliver powerful insights, or creating the right data foundations for your MarTech stack, we help you turn ambition into action.

    Company Website

    To learn more, please visit our website - https://www.caci.co.uk/

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    Company Information

    CallMiner is the global leader in conversation intelligence to drive business performance improvement. CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, Twitter and Facebook.

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    Company Information

    Capita Experience simplifies the connections between financial services business and customers by delivering innovative consulting, back-office transformation and digital services.
    With over 40 years’ experience across multiple regulated sectors, we bring together in-house expertise and capability and partner with global organisations to solve our clients’ business challenges, from the simple to the most complex – ensuring every customer contact is a positive one.
    Our experts deliver customer and technical support and bring digital innovation enabling faster and simpler access to the services they need most, making their lives easier.
    Capita operate in the UK, Europe, India and South Africa.

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    Company Information

    At Capventis, we help organisations realise new and more value through ideas and the strategic use of data.

    With the Business Model at the core, we specialise in Engagement, eXperience, Mobilisation and Analytics. The aim is to provide greater value for your customers, your business and your people. We recognise that technology alone will not deliver value, but (paradoxically) it can’t be delivered without technology.

    Our mature IMPROVE method provides the framework to turn ideas into value across your business landscape. We advocate that every business should have a Panoptic View of its landscape and environment, which includes all the things involved, as well as how they relate and interact. The Panoptic View includes the design (business model) of the business, combined with the information (data) that contained within it. This allows the business to see what is going on as well as to set priority areas and focus improvement action.

    We partner with leading global vendors, including Zendesk, Qlik, and Qualtrics. We supplement these with the best open-source technology to address complex data management, data integration, and IoT challenges.
    Capventis’ Glu R&D is reinventing how technology can support the design and enable the resulting business needs. It is next-generation technology, challenging existing paradigms and provides for unified and organised solutions to enable Step Change.

    Glu Foundation has emerged from a four-year development phase and is supporting complex business problems today.

    Company Website

    To learn more, please visit our website - https://www.capventis.com/

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    Company Information

    Powering a World That Works.
    Concentrix Corporation (NASDAQ: CNXC), a Fortune 500® company, is the global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled.

    Every day, we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise, helping over 2,000 clients solve their toughest business challenges. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. Delivering outcomes unimagined across every major vertical in 70+ markets. Virtually everywhere.

    Within the UK we work with over 30 financial services brands, with over 45,000 financial services advisors supporting our clients globally.

    Company Website

    To learn more, please visit our website - https://www.concentrix.com/

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    Content Guru makes engagement easy. A global leader in cloud communications solutions, Content Guru delivers off-the-shelf and bespoke customer engagement and cloud contact centre services, through its multi-award-winning storm® solution.

    Europe’s largest Customer Engagement and Experience solution, storm brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, which include video chat, Instant Messaging and social media, storm gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

    Company Website

    To learn more, please visit our website - https://www.contentguru.com/en-gb/

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    Company Information

    Cowry Consulting is an award-winning, global, behavioural science consultancy that helps organisations become behaviourally intelligent businesses. As AI becomes more pervasive, we partner with some of the most ambitious, customer-centric brands — including Amazon, Sky, British Gas, Tesco, and Fidelity — to humanise the technology they use, blending behavioural science and AI to create smarter, more human experiences.

    Our work spans from designing behaviourally intelligent conversations in contact centres to shaping communications, brands, products and sensory environments that feel intuitive and deliver real, robust results. We uncover new ways to influence behaviour and create better outcomes for everyone — improving retention, acquisition, and customer experience across digital journeys, in-store experiences and complex service environments.

    We make technology more human, not the other way round. We help businesses humanise the AI they use and design solutions that use AI to enhance the human experience. Behavioural science sits at the heart of both — meaning we can design for how people actually think, feel and decide.

    Company Website

    To learn more, please visit our website - https://www.cowryconsulting.com/

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    Company Information

    CreateFuture (formerly xDesign) is an award-winning digital consultancy that partners with organisations to tackle their biggest challenges. With end-to-end services including Agile Software Delivery, Cloud and Infrastructure, Data and Analytics, AI Enablement Solutions, Digital Transformation & Strategy, and CX Strategy & Product Innovation, it empowers companies at every stage of their digital journey. It combines technical expertise, unwavering commitment, and a straight-talking approach to help its clients build a better future, for them and their customers.

    Headquartered in Edinburgh, with hubs in London and Leeds, CreateFuture has a strong financial services client base throughout the UK, where it provides companies—including Abrdn, Aviva, NatWest, MoneySavingExpert and more —with the technical expertise they need to address local, national, and international challenges for their customers.

    Company Website

    To learn more, please visit our website - https://createfuture.com/

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    Company Information

    CREALOGIX has over 25 years’ experience in delivering proven customer-centric systems to hundreds of the world’s leading financial institutions. The platform delivers a seamless secure service with a premium UX. Banks and wealth firms benefit from lower costs, increased efficiency, and a modern interface to support customer retention and attraction.

    Company Website

    To learn more, please visit our website - www.crealogix.com

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    Company Information

    CustomerSure help ambitious CX teams implement best-in-class VoC programmes that maximise customer satisfaction, retention and the sales growth that comes with a great reputation.

    Since 2010, we’ve supported firms in the UK mid-market by challenging our clients to think about VoC from a genuinely customer-centric point of view, and by providing our remarkably user-friendly platform which includes everything you need to run an exceptional VoC programme, and nothing you don’t.

    We’re trusted intimately by several mid-sized banks and insurance firms, both because we get results, and because we care about their customers as much as they do.

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    Company Information

    Deepdesk is an AI-powered agent assist platform that helps customer service teams across financial services and other industries deliver faster, more accurate, and consistent support. Designed to assist, not replace, human agents, Deepdesk provides real-time suggestions and automates repetitive tasks so teams can focus on high-value conversations.

    The platform integrates seamlessly with CRMs, messaging tools, and legacy systems, helping agents handle complex queries with confidence. Deepdesk is built with performance, usability, and compliance in mind, making it a strong fit for regulated environments including finance, insurance, and telecoms.

    Trusted by leading organizations across Europe, Deepdesk enables contact centers to scale quality alongside volume while empowering agents to do their best work.

    Company Website

    To learn more, please visit our website - https://deepdesk.com/

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    Company Information

    Front is a customer operations platform trusted by leading financial services firms. It centralises omnichannel client communications, automates workflows, and connects teams in one place. Firms use Front to deliver fast, personalised service that builds trust and drives retention, all while maintaining compliance and improving efficiency.

    Company Website

    To learn more, please visit our website - https://front.com/

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    Gradient Labs are automating complex customer support use cases in regulated industries with AI. Unlike others, who shy away from providing resolution results, Gradient offers guaranteed quality levels that exceed human performance.

    The AI agent comes with all necessary guardrails and controls in place to be safely deployed in financial services. It can deal with vulnerable customers, financial difficulties, complaints etc which is usually a core part of the support.

    The platform is delivering up to 80% automation and up to 92% CSAT for AI-only interactions.

    Company Website

    To learn more, please visit our website - https://gradient-labs.ai/

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    Company Information

    OpenLegacy enables enterprises to modernize their legacy systems with confidence, seamlessly bridging legacy systems and cloud environments. Our AI-driven platform automates every stage of the phased modernization—eliminating complexity, reducing risk, and accelerating cloud adoption.

    With the OpenLegacy Hub and its Planner at its core, organizations can execute agile, structured, low-risk modernization that maintains business continuity and delivers immediate value. By enabling continuous modernization, OpenLegacy helps enterprises unlock new business capabilities, integrate with modern applications, and future-proof their IT environments—without disruption.

    Trusted by global leaders including Citi, Legal & General, Resolution Life, Chubb, and Standard Chartered, OpenLegacy ensures enterprises can modernize on their own terms while accelerating digital transformation.

    Company Website

    To learn more, please visit our website - http://www.openlegacy.com/

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    Company Information

    LivingWorks’ effective, evidence-based suicide prevention and intervention training programmes exist to help you achieve a suicide-safer community. With in-person workshops and online training options, you have the ability to create a suicide-safer workforce and strengthen your workplace suicide prevention policy, your way.

    LivingWorks ASIST (two days, in-person), LivingWorks safeTALK (half-day, in-person), and LivingWorks Start (90 minutes, online), empowers your team and workplace community. Learning vital skills can help change a life, and you’re joining a global movement keeping all communities safer from suicide. Visit our website to learn more about our suicide prevention and intervention skills training programmes, and how you can learn life-changing skills today.

    Company Website

    To learn more, please visit our website - https://livingworks.co.uk

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    Company Website

    To learn more, please visit our website - https://www.precisely.com/

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    Company Information

    Smart Communications provides the platform that leading organizations trust to deliver personalized, consistent and compliant conversations across all touchpoints and channels. The Conversation Cloud™ helps over 650 enterprise organizations across the globe simplify and automate complex processes and deliver highly secure, frictionless experiences across the customer lifecycle.

    Company Website

    To learn more, please visit our website - www.smartcommunications.com

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    Company Website

    To learn more, please visit our website - https://mlp.agency/

    Social Links:

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    Company Information

    Uniphore is the first built-for-scale, AI-native company that infuses AI into every part of the enterprise experience. Our enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data.

    We leverage Generative AI, Knowledge AI, Emotion AI and workflow automation together as your trusted co-pilot. That’s enterprise AI from Uniphore—the catalyst for the world’s most engaging customer and employee experiences.

    Company Website

    To learn more, please visit our website - https://www.uniphore.com/

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      Why attend?

      Welcome to the 6th Annual Customer Experience in Financial Services Conference

      As the financial industry evolves at an unprecedented pace, the shift towards hyper-personalisation, sophistication of AI and the integration of omnichannel experiences becomes paramount. Set against a backdrop of growing consumer demands for privacy and accessibility, the 6th Annual Customer Experience in Financial Services Conference emerges as the critical juncture for industry leaders.

      Why attend

      In a world where the consumer’s voice grows louder and the race towards innovation becomes fiercer, this niche conference presents an unrivaled opportunity to stay ahead:

      Real-life cases: Learn from the triumphs of major financial institutions, gaining invaluable insights and actionable strategies.

      Hyper-personalisation: dive deep into the art and science of creating bespoke consumer experiences that resonate on a personal level.

      Emerging technologies: Be at the forefront of discussions surrounding AI, automation and cloud computing and their revolutionary impacts on the customer journey.

      Privacy and accessibility: Address the critical concerns of the digital age, ensuring your strategies are both secure and inclusive.

      What’s new this year?

      Reflecting on the rapid advancements from 2023 to 2025, this year’s edition is all about hands-on learning and practical insights into creating hyper-personalised, seamlessly integrated customer experiences driven by AI and GEN-AI. With an amplified focus on data privacy and accessibility, prepare to challenge the status quo and redefine the boundaries of customer experience in financial services.

      Don’t miss out

      Step into the future with us. Register now and secure your spot at the forefront of customer experience innovation.

      WHAT TO EXPECT FOR 2026?

      200+

      Attendees

      		15+

      Exhibitors

      		20+

      Speakers

      		70%

      Attendees at Director+ level
      200+

      Attendees

      		15+

      Exhibitors
      20+

      Speakers

      		70%

      Attendees at Director+ level

      Testimonials

      2025 Agenda

      • 18 Jun 2025
      • 19 Jun 2025
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      Streams

      Stream one

      Stream A - The art of Adaptation – meeting the modern consumer needs

      Stream two

      Stream B – Emerging technologies reshaping the customer journey in financial services

      11:35 AM

      Reimagining CX in home insurance: How Homeprotect is Driving Digital Transformation with Journey Design and Next-Gen Tech

      • Discover how Homeprotect and Concentrix are transforming customer journeys through digital-first design
      • Explore how AI is reshaping pricing models and enabling smarter decision-making
      • See how cutting-edge technologies are unlocking speed, scale, and customer-centric innovation
      • Get a glimpse into what’s next on Homeprotect’s transformation roadmap

       

      Speakers

      Gerald Pullen
      Managing Director, Business Transformation, Concentrix
      Mark Eastham
      CEO, Homeprotect Home Insurance

      12:05 PM

      Workshop: Building Financial Loyalty – The Future of Reward Strategy in FS

      • Actionable strategies to build trust, enhance engagement and foster long-term customer loyalty
      • Explore key international and national trends shaping the future of reward strategies

      Speakers

      Simon Jamieson
      Managing Director, The Marketing Lounge Partnership Agency
      Nadia Tavernor
      Marketing and Propositions Manager, The Marketing Lounge Partnership Agency

      12:45 PM

      Networking Lunch Break

      2:05 PM

      Getting to the heart of the matter, changing customer behaviour

      Speakers

      Alex Mitchell
      Market Leader Customer Connections, Capita

      8 AM

      Registration and refreshments

      8:45 AM

      Chairs opening remarks

      Senior representative, GlobalData

      THEME 1: SETTING THE STAGE – DECODING THE NEW CONSUMER

      9 AM

      Vibe coding and CX: How new AI design tools will upend how we work

      There’s a new class of artificial intelligence tools that can design and build products on demand—have you heard?

      The infusion of artificial intelligence into every aspect of how we work has set off a cascade of changes that are poised to fundamentally change how CX practitioners create and personalize great experiences. The risks of proceeding are equally matched by the opportunity ahead to get it right. In this talk, Hendrik will explore how these new technologies are likely to reshape how we work, how we build teams, and how customers experience our brands.

      Speakers

      Hendrik Kleinsmiede
      SVP, Customer Experience and Design, Mastercard

      9:30 AM

      Mood Music: What’s the mood of your organisation, internally and externally? What does technology have to do with it? It’s a human feeling.

      Speakers

      John Glennane
      CEO, Capventis

      10 AM

      How Gen AI and Agentic AI will transform client experience

      • Will AI know about the clients than the bankers?
      • Will customers prefer an AI agent over a human for better experience?
      • Do business models need to change to adopt AI and Agentic AI driven customer experience?

      Speakers

      Ronit Ghose
      Global Head – Future of Finance, Citi

      10:25 AM

      Dragon’s Den

      10:35 AM

      Networking break

      THEME 2: LAUNCHING NEW PLATFORMS AND SERVICES

      11:05 AM

      Delivering Personalisation in a new Aige of Financial Services

      The UK has seen more than 6,000 bank closures in the past decade representing 62% of the banking network. In today’s globalised digital-first world, financial institutions must go beyond traditional customer service and embrace hyper-personalisation to meet customer expectations. In order to deliver world class customer experience, organisations must blend people and technology to ensure effective and empathetic customer outcomes. 

      The UK Customer Service Index highlights that over a third of customers who have switched banks, is due to customer service, emphasizing the need to adopt hyper-personalisation for better customer loyalty. By using AI orchestrated tools, financial institutions can deliver seamless interactions that cater to the customer’s preferences.

      Speakers

      Ed Winfield
      Vice President/Director Global Partnerships, Content Guru

      11:35 AM

      Is your AI alienating your customers? Building trust in the age of intelligence

      AI has stormed into financial services, promising a revolution. But is it a Trojan horse? While companies race to adopt, a shocking number of customers remain clueless about AI's role – and harbour deep-seated fears about its potential to wreak havoc on their finances.

      This session confronts the elephant in the room: Is AI eroding customer trust faster than it's delivering value? By leveraging behavioural science, we'll dissect the trust crisis and arm you with the Trust, Connection, Benefit framework needed to build bulletproof customer relationships with agentic AI.

      You'll walk away with:

      • The hidden psychological triggers behind AI distrust
      • Strategies for forging genuine connections in an age of automation
      • A proven framework to transform AI from a liability into your greatest customer loyalty asset

      Speakers

      Jeff Watkins
      Chief Technology Officer, CreateFuture

      12:05 PM

      Panel: What does omnichannel look like in 2025

      • How to give customers the service they want across multichannel
      • The challenges of integrating in-person, mobile, online, and chatbot interactions
      • Seamless transitions between different communication channels, is it possible?

       

      Speakers

      Suneet Muru
      Analyst, GlobalData
      Conrad Ford
      Chief Product & Strategy Officer, Allica Bank
      Tiago Ferreira
      Client Experience Specialist, Nedbank Private Wealth
      Jess Wilkie
      Director Customer Experience, CACI Ltd

      12:45 PM

      Networking Lunch Break

      1:45 PM

      Case Study: Building a culture of customer obsession

      • Understanding the leadership’s role in driving a customer centric shift through actions and communication
      • Instilling a deep-rooted commitment to customer satisfaction and value creation across all teams, from product development to marketing and support
      • Creating meaningful and personal customer relationships with humanised digital interactions

       

      Speakers

      Conrad Ford
      Chief Product & Strategy Officer, Allica Bank

      2:05 PM

      How CX Leaders Can Navigate the AI-Led Market Shift

      As AI disrupts the CX landscape, businesses are under pressure to deliver better service at lower cost, with higher stakes than ever. In financial services, the challenge is even greater: high customer expectations meet high regulatory and reputational risk. This session by Stéphane Renault, AI Product Manager at Front, cuts through the hype to offer practical insights into how AI is really transforming CX, why full automation is a myth for most, and how “human-in-the-loop” systems can deliver sustainable value without compromising trust or compliance

      Speakers

      Stéphane Renault
      Staff Product Manager AI, Front

      2:25 PM

      Cybersecurity and trust in financial services – the user Experience vs Security Trade-Off

      • Understanding the critical role cybersecurity plays in enhancing customer experience
      • How can we find the right balance?
      • Emerging cybersecurity technologies being employed worldwide
      • Building consumer confidence in digital banking and payments
      • Combating fraud and identity theft in the digital age

      Speakers

      Richard Frost
      Chief Information Security Officer, esure Group

      3:10 PM

      Creating a culture that develops AI ethically

      • What we mean by ethics in relation to AI and how does it benefit your customers and your business
      • Translating AI ethics into your organisation and fostering a healthy culture
      • How to include people in the ethical design of AI and what impact this has

      Speakers

      Kieran Harris
      AI and Data Ethics Manager, NatWest Group

      3:40 PM

      Driving competitive advantage in banking with agentic AI

      • Discover how Agentic AI transforms CX workflows—automating operations at scale to drive loyalty, efficiency, and competitive edge.
      • Learn why contact centres are a great place to start and scale AI for immediate impact.
      • See a real-time demo of Agentic AI in action—and how it accelerates and de-risks CX modernization

      Speakers

      Rhys Johnson
      Lead Solutions Engineer, Talkdesk

      THEME 3: IS YOUR PRODUCT AND PLATFORM REALLY DELIVERING?

      3:55 PM

      Networking Coffee Break

      4:25 PM

      Transforming experiences through actionable customer insights

      Financial services continue to face rising customer expectations and increasing operational pressure. Many have access to vast amounts of data from customer interactions yet still struggle to effectively uncover the value and meaning.

      This session explores how unlocking the voice of the customer can provide valuable insights to drive real change, empower frontline teams, accelerate issue resolution, remain compliant and build customer trust.

      • Unlock value from all customer interactions : Discover how to use both solicited and unsolicited feedback to generate actionable insights that drive engagement and satisfaction.
      • Empower frontline teams with insight: Learn how insights from customer interactions can help reduce friction, support regulatory adherence, and enable faster, more informed decision-making.
      • Drive meaningful change across the business: See how real-time, personalised feedback helps financial services firms spot trends faster, fix issues earlier, and build stronger relationships with customers.

      Speakers

      Jamie Harper
      Account Executive, CallMiner

      4:45 PM

      Revenue Enablement 2.0

      AI, hyper-personalisation, and the future of client success

      Speakers

      Tom Aburrow-Newman
      Senior Account Executive, Pitcher

      5:15 PM

      Chairs closing remarks

      5:30 PM

      Drinks Reception

      8 AM

      Registration and Refreshments

      8:50 AM

      Chair’s opening remarks

      Senior representative, GlobalData

      THEME 4: HUMANASING YOUR BRAND

      9 AM

      Too complex for a digital bank, too small for an incumbent: how to combine an amazing business banking digital experience with growing businesses complex needs

      Speakers

      Hugo Sousa
      Senior Director, OakNorth

      9:30 AM

      From zero to AI superhero: 10 practical ways financial institutions can win with AI

      • Discover 10 actionable AI tips that any financial organization can implement—without a massive budget or tech overhaul.
      • See how Rabobank transformed from minimal AI use to becoming one of Europe's most innovative banks.
      • Learn from real-world results: what worked, what didn’t, and how to avoid common AI pitfalls.
      • Understand how AI can improve customer experience today—across channels, teams, and touchpoints.
      • Bonus: How to get quick wins with Generative AI in compliance-sensitive environments

      Speakers

      Brian Reijngoud
      VP of Sales, Deepdesk

      10 AM

      The need for accessibility – how can financial service companies bridge this gap and make themselves visible?

      • Understanding the growing importance of accessibility in today’s consumer experience landscape
      • From visual, auditory, cognitive and physical, what are the challenges they face on a day to day and how they affect customer experience
      • Designing Accessible digital experiences and making disabled customers feel valued

      Speakers

      Rebecca Brindley
      Digital Accessibility Champion, NatWest

      10:25 AM

      Scaling Accessibility: How One Company Turns Inclusion into Impact – Sponsored by Level Access Inc

      • Firsthand insight into Kurtosys’ digital accessibility journey—why they got started, what they’ve achieved, and what they’ve learned along the way.
      • Key challenges they faced in scaling accessibility across complex digital experiences, multiple teams, and high volumes of content—and how they navigated them.
      • How they’re maturing their accessibility program with a focus on long-term sustainability, organizational alignment, and measurable business impact.

      Speakers

      Michelle Wright
      Chief Product Officer, Kurtosys

      10:40 AM

      Networking Break

      11:10 AM

      Nobody goes banking for fun

      In recent years, the holy grail of digital servicing has been customer engagement – however, most banking customers don’t see the relationship this way.
      How can you transition customers from a purely transactional relationship to an engagement driven relationship, and how do you generate business value from it?

       

      • How banks changed – transactional vs engagement
      • The engagement curve
      • What customers really want
      • Engagement vs business value

      Speakers

      Marcus Alexander
      Design Lead, Lloyds Banking Group

      11:30 AM

      Compassion by Design: Using Behavioral Science to Support Vulnerability

      • Explore how grief and scarcity mindsets reduce cognitive capacity and increase vulnerability—making even simple tasks feel overwhelming.
      • Discover behavioural science principles that support emotional resilience, restore a sense of control, and gently prompt action.
      • See real-world examples of how small design changes can create more compassionate, human-centred experiences in financial services.

      Speakers

      Raphy March
      Managing Director, Cowry Consulting
      Sarah Murray
      Consultant Director, Cowry Consulting

      11:50 AM

      Panel Discussion: Debating the combined effect between AI technology and human touch in service delivery

      • What is the right balance between human interaction and automated solutions and what are the challenges in achieving it?
      • The enduring importance of the human touch and the limits of AI in handling sensitive, high-stakes interactions
      • From financial advisors to customer service agents - utilising AI to empower human employees rather than replacing them

      Speakers

      Janthana Kaenprakhamroy
      CEO and Founder, Tapoly
      Simon Fitz-Gerald
      AI and Data Ethics Manager, NatWest Group
      Stéphane Renault
      Staff Product Manager AI, Front
      Simon Jamieson
      Managing Director, The Marketing Lounge Partnership Agency

      12:30 PM

      One Workforce™: Unifying the Workforce for the Modern Financial Institution

      In today’s fast-evolving digital landscape, organisations face a growing Engagement Capacity Gap—driven by rising customer expectations, an explosion of communication channels, and limited resources. This session introduces One Workforce™, a transformative approach to customer experience management that unifies engagement channels, AI, and data into a single, agile framework

      Speakers

      Steve Chaplin
      Sales Consultant, Verint

      1 PM

      Lunch break

      Speakers

      Esther Marfo
      Project Leader, Health Equity And Population Sciences, Hoffman La Roche

      THEME 5: BUILDING TRUST AND SAFEGUARDING YOUR CONSUMER

      2 PM

      Panel Discussion: The friction debate in financial services, not all bad.

      • Is friction always bad? Can it sometimes be a necessary or beneficial part of the customer’s journey?
      • The balance between simplicity and necessary complexity in financial services products such as investment tools and loan applications

      Speakers

      Tiago Ferreira
      Client Experience Specialist, Nedbank Private Wealth
      Marcus Alexander
      Design Lead, Lloyds Banking Group
      Helene Panzarino
      Chief Mindset Officer in Financial Vulnerability & Education

      2:40 PM

      Financial education: empowering consumers for better financial decisions and enhanced customer experience

      • Understanding the link between financial education and customer satisfaction and loyalty
      • Exploring innovative approaches to delivering financial education through digital channels and personalized content

      Speakers

      Helene Panzarino
      Chief Mindset Officer in Financial Vulnerability & Education

      3 PM

      Networking break

      THEME 6: STRATEGIES FOR RETAINING YOUR CONSUMER

      3:30 PM

      Workshop: Driving Positive and Profitable Behaviours with Financial Services Customers

      • Learn about strategies for behaviour reactivation, habit formation and habit consolidation within FS

      Speakers

      Sarah Turner
      Marketing and Propositions Director, The Marketing Lounge Partnership Agency
      Sian Larsen
      Marketing and Loyalty Strategist, The Marketing Lounge Partnership Agency

      4:15 PM

      Stick around: How Allianz unlocks loyalty with Behavioral Economics

      • Why customers leave
      • How to prioritise touchpoints for maximum impact
      • Designing stickier journeys with behavioral economics
      • Beyond retention: growing customer value

      Speakers

      Christian Steininger
      Global Head of Behavioral Economics, Allianz

      4:35 PM

      Chairs closing remarks

      2025Speakers

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      Janthana Kaenprakhamroy
      CEO and Founder, Tapoly

      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.

      Session Details:

      Panel Discussion: Debating the combined effect between AI technology and human touch in service delivery

      2025-06-19, 11:50 AM

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      Tiago Ferreira
      Client Experience Specialist, Nedbank Private Wealth

      Session Details:

      Panel Discussion: The friction debate in financial services, not all bad.

      2025-06-19, 2:00 PM

      Session Details:

      Panel: What does omnichannel look like in 2025

      2025-06-18, 12:05 PM

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      Ed Winfield
      Vice President/Director Global Partnerships, Content Guru

      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.

      Session Details:

      Delivering Personalisation in a new Aige of Financial Services

      2025-06-18, 11:05 AM

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      Suneet Muru
      Analyst, GlobalData

      Session Details:

      Panel: What does omnichannel look like in 2025

      2025-06-18, 12:05 PM

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      Ronit Ghose
      Global Head – Future of Finance, Citi

      Session Details:

      How Gen AI and Agentic AI will transform client experience

      2025-06-18, 10:00 AM

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      Gail Russell
      Global Head of Customer Experience and Channels, HSBC

      Gail Russell is the Head of Customer Channels and Commercialisation at HSBC, based in London. With over 15 years of experience in the financial services industry, she has developed expertise in customer strategy, P&L management, product and proposition development, digital innovation, risk management and distribution.

      Gail has held executive leadership positions in global, regional, and market roles across Europe, North America, Africa, and Asia, demonstrating a profound ability to navigate complex business environments.

      Prior to HSBC, she served as the Regional Head of Liabilities at Standard Bank and led Banking Products and Proposition at Citi. Her career also includes roles at Lloyds Banking Group and TD Bank.

      Having lived in Toronto, Johannesburg, Paris, and London, Gail brings a diverse international perspective to her work, driving impactful customer-centric strategies that enhance user experiences and growth.

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      Conrad Ford
      Chief Product & Strategy Officer, Allica Bank

      Conrad Ford is Chief Product & Strategy Officer at Allica Bank (www.allica.bank), named by The Sunday Times as the UK’s fastest-growing company, and by Deloitte as the UK’s fastest-growing fintech firm ever. Backed by TCV - investors in the likes of Netflix, Revolut and Spotify - Allica is reimagining banking for established SMEs with the latest technology. Previously Conrad was sole founder of Funding Options - a fintech listed in the 2022 FT1000 ranking of Europe’s fastest-growing firms - that latterly sold to leading neobank Tide.

      Session Details:

      Panel: What does omnichannel look like in 2025

      2025-06-18, 12:05 PM

      Session Details:

      Case Study: Building a culture of customer obsession

      2025-06-18, 1:45 PM

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      David Bicknell
      Principal Analyst, Thematic Research, GlobalData

      David Bicknell has over 30 years’ experience in writing about and analysing the technology sector, both from the vendor and the user perspective, both in the UK and the US. His career in technology journalism and analysis has included detailed research into IT projects and he has co-authored a book, ‘Crash’, which explored why and how IT projects go wrong. He has also co-authored a novel on the life of computer pioneer Charles Babbage. Prior to joining Thematic Research, David spent six years editing a GlobalData title exploring the use of technology in the UK public sector. He is currently also studying part-time for an Undergraduate Certificate in the History of Art at the University of Oxford.

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      Hugo Sousa
      Senior Director, OakNorth

      Session Details:

      Too complex for a digital bank, too small for an incumbent: how to combine an amazing business banking digital experience with growing businesses complex needs

      2025-06-19, 9:00 AM

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      Rebecca Brindley
      Digital Accessibility Champion, NatWest

      Becks leads Digital Accessibility across NatWest Group, a team she founded. She heads a specialist team tasked with building an accessible bank by design, with a company wide remit she focuses on technology innovation and how everyone can play a role. Prior to this, Becks has worked in both technical and UX roles, giving her a broad perspective and insight into how to create the best accessible experiences.

      When she’s not working on accessibility, she runs the virtual code club sessions with school kids. Thanks to her work on leading accessibility and guiding children into coding has been awarded winner of Outstanding Transformation of the year at Women in Tech Excellence 2022, NatWest Gender Network Women in Tech 2023 and Best Digital Accessibility Mission 2023.

      She's also talked about the impact of being Neurodivergent in her career, as well as how she manages a chronic condition. If you ever meet in person Becks she is open to a 'warm hug', coffee and a chat.

      Session Details:

      The need for accessibility – how can financial service companies bridge this gap and make themselves visible?

      2025-06-19, 10:00 AM

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      Marcus Alexander
      Design Lead, Lloyds Banking Group

      Session Details:

      Panel Discussion: The friction debate in financial services, not all bad.

      2025-06-19, 2:00 PM

      Session Details:

      Nobody goes banking for fun

      2025-06-19, 11:10 AM

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      Helene Panzarino
      Chief Mindset Officer in Financial Vulnerability & Education

      Session Details:

      Panel Discussion: The friction debate in financial services, not all bad.

      2025-06-19, 2:00 PM

      Session Details:

      Financial education: empowering consumers for better financial decisions and enhanced customer experience

      2025-06-19, 2:40 PM

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      Simon Jamieson
      Managing Director, The Marketing Lounge Partnership Agency

      Simon is MD of MLP, one of the UK’s biggest rewards and loyalty businesses. Simon is also a fellow and marketer in residence at Lancaster University.

      He is a self-confessed loyalty, rewards, and gamification geek with over 20 year’s marketing experience, both client and agency side, creating award-winning marketing campaigns and loyalty propositions for some of the world’s biggest brands.

      Simon’s life mission is to 'create positive emotions' - as he believes that true loyalty (and profitability) comes from creating emotional connections and relationships with clients and customers– or, as he calls it “ Delighting Customers, Delivering Results

      Session Details:

      Workshop: Building Financial Loyalty – The Future of Reward Strategy in FS

      2025-06-18, 12:05 PM

      Session Details:

      Panel Discussion: Debating the combined effect between AI technology and human touch in service delivery

      2025-06-19, 11:50 AM

      View In Agenda
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      Christian Steininger
      Global Head of Behavioral Economics, Allianz

      Session Details:

      Stick around: How Allianz unlocks loyalty with Behavioral Economics

      2025-06-19, 4:15 PM

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      John Glennane
      CEO, Capventis

      Business Consultant, since 1987. Founder and director of Capricorn Ventis (Capventis) since 1998.
      Specialising in helping businesses to be more effective and profitable, through better business alignment and through utilisation of technology.

      Core focus and specialisms today in eXperience Management, Data Analytics, Business Improvement and Digital Solutions. Evolving from historical focus in CRM/CX and BI.

      Lead creator (with Capventis team) of IMPROVE methodology which combines eXperience Journey Mapping (XJM) with business and digital solutions design. Addressing core business challenges relating to performance improvement with data as the core ingredient.

      Source and partner with the best technology to enable the business strategy. Today's focus on powerful, flexible and cost effective technologies that people "like" to use.

      Implementation services to "make good things happen" in good time, including large to medium scale project management of business-only and technology related projects.

      Session Details:

      Mood Music: What’s the mood of your organisation, internally and externally? What does technology have to do with it? It’s a human feeling.

      2025-06-18, 9:30 AM

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      Richard Frost
      Chief Information Security Officer, esure Group

      Session Details:

      Cybersecurity and trust in financial services – the user Experience vs Security Trade-Off

      2025-06-18, 2:25 PM

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      Kieran Harris
      AI and Data Ethics Manager, NatWest Group

      Kieran is an AI and Data Ethics Manager at NatWest. He has 17 years experience working at the bank, primarily in a Risk and Control role where he has supported with the safe implementation of changes to key digital services such as online and mobile banking, as well as the AI chatbot Cora. Over the past year he has been working in the newly formed AI and Data Ethics team who support to ensure the banks development and deployment of AI is aligned with the banks AI and Data Ethics Code of Conduct, as well as enhancing the internal policies, processes and governance to be compliant with AI related regulations, such as the EU AI Act

      Session Details:

      Creating a culture that develops AI ethically

      2025-06-18, 3:10 PM

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      Simon Fitz-Gerald
      AI and Data Ethics Manager, NatWest Group

      Simon is a manager in the AI and Data Ethics team at NatWest Group. He has spent just short of a decade in the financial services industry, covering various roles from customer engagement to financial crime policy. He is primarily responsible for responding to new and emerging AI regulation, guidance and industry best practice with a focus on the implementation of the EU AI Act

      Session Details:

      Panel Discussion: Debating the combined effect between AI technology and human touch in service delivery

      2025-06-19, 11:50 AM

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      Stéphane Renault
      Staff Product Manager AI, Front

      Session Details:

      How CX Leaders Can Navigate the AI-Led Market Shift

      2025-06-18, 2:05 PM

      Session Details:

      Panel Discussion: Debating the combined effect between AI technology and human touch in service delivery

      2025-06-19, 11:50 AM

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      Jeff Watkins
      Chief Technology Officer, CreateFuture

      Jeff is the CTO for Edinburgh HQ'ed tech consultancy CreateFuture, leading the AI strategy and enablement team. A lifelong technologist, having started coding at the age of six, Jeff has been in the industry for over 25 years. He has a love for CyberSecurity and AI, especially the human elements of both subjects. Working in the consultancy space, he's seen the world change to be product and service-oriented, and bangs the drum for ensuring that everybody is involved in delivering secure and usable offerings

      Session Details:

      Is your AI alienating your customers? Building trust in the age of intelligence

      2025-06-18, 11:35 AM

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      Alex Mitchell
      Market Leader Customer Connections, Capita

      Session Details:

      Getting to the heart of the matter, changing customer behaviour

      2025-06-18, 2:05 PM

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      Matthew Baxter
      Head of UX & Design, Accounting Domain, Deutsche Bank
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      Brian Reijngoud
      VP of Sales, Deepdesk

      Session Details:

      From zero to AI superhero: 10 practical ways financial institutions can win with AI

      2025-06-19, 9:30 AM

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      Paul Sene
      Associate Partner, CACI Ltd
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      Jamie Harper
      Account Executive, CallMiner

      Session Details:

      Transforming experiences through actionable customer insights

      2025-06-18, 4:25 PM

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      Sarah Turner
      Marketing and Propositions Director, The Marketing Lounge Partnership Agency

      With over 20 years’ experience delivering award-winning campaigns, Sarah brings deep industry insight and infectious enthusiasm to everything she does. She’s worked across in-store, CRM, email and digital customer experience, with over a decade spent client-side in financial services before joining MLP. Her passion lies in creating loyalty strategies that actually work - turning customers into brand advocates and helping businesses build meaningful, profitable relationships. Sarah’s all about making loyalty more human (and more fun), and she’s never short of real-world stories, straight-talking advice, and a healthy dose of energy.

      Session Details:

      Workshop: Driving Positive and Profitable Behaviours with Financial Services Customers

      2025-06-19, 3:30 PM

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      Nadia Tavernor
      Marketing and Propositions Manager, The Marketing Lounge Partnership Agency

      Nadia is a Marketing and Propositions Manager at MLP, where she specialises in the financial services and insurance sector. She works with MLP's key clients to create customer engagement, retention and loyalty strategies that build stronger, more meaningful relationships. With a deep understanding of customer behaviour, Nadia helps brands navigate customer journeys and develop propositions that drive customer engagement, profitable behaviours and loyalty.

      Session Details:

      Workshop: Building Financial Loyalty – The Future of Reward Strategy in FS

      2025-06-18, 12:05 PM

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      Sian Larsen
      Marketing and Loyalty Strategist, The Marketing Lounge Partnership Agency

      Sian is a Marketing and Loyalty Strategist at MLP, where she helps brands build stronger, more authentic relationships with their customers. A Certified Loyalty Expert™ with five years of client-side experience in loyalty, incentives, and promotions, Sian brings a fresh perspective to strategy; combining creativity, psychology, and technology to drive deeper engagement. Guided by the belief that “loyalty is earned when you listen, engage, and serve better than anyone else,” she’s passionate about keeping marketing meaningful, human-centred, and results-focused.

      Session Details:

      Workshop: Driving Positive and Profitable Behaviours with Financial Services Customers

      2025-06-19, 3:30 PM

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      Jess Wilkie
      Director Customer Experience, CACI Ltd

      Session Details:

      Panel: What does omnichannel look like in 2025

      2025-06-18, 12:05 PM

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      Hendrik Kleinsmiede
      SVP, Customer Experience and Design, Mastercard

      Session Details:

      Vibe coding and CX: How new AI design tools will upend how we work

      2025-06-18, 9:00 AM

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      Gerald Pullen
      Managing Director, Business Transformation, Concentrix

      Gerald is a renowned, award-winning expert in intelligent automation and AI, with a proven track record of delivering large-scale solutions across various sectors, especially in complex, regulated environments. His previous roles encompass customer journey transformation, operations leadership, complaint management, and extensive customer remediation. Currently, Gerald serves as the Managing Director of Business Transformation at Concentrix, where he oversees the implementation of technology-driven solutions to address client challenges

      Session Details:

      Reimagining CX in home insurance: How Homeprotect is Driving Digital Transformation with Journey Design and Next-Gen Tech

      2025-06-18, 11:35 AM

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      Mark Eastham
      CEO, Homeprotect Home Insurance

      Session Details:

      Reimagining CX in home insurance: How Homeprotect is Driving Digital Transformation with Journey Design and Next-Gen Tech

      2025-06-18, 11:35 AM

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      Rhys Johnson
      Lead Solutions Engineer, Talkdesk

      Rhys Johnson is a seasoned Solutions Engineer at Talkdesk with over 10 years of experience in solution engineering and AI-driven customer experience solutions. He brings deep AI expertise and a proven track record of advising multiple financial services institutions on their digital transformation efforts—helping them streamline operations, automate workflows, and elevate client satisfaction. Rhys is skilled in public speaking and technical sales, and holds a BA in International Business from The University of Hull

      Session Details:

      Driving competitive advantage in banking with agentic AI

      2025-06-18, 3:40 PM

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      Michelle Wright
      Chief Product Officer, Kurtosys

      Michelle is the Chief Product Officer at Kurtosys, where she brings extensive international experience in digital product leadership from major financial centres including London, New York, and Singapore. With a proven track record of building transformative client-facing platforms for global leaders across Banking and Data Services, Michelle's entrepreneurial and client-centric approach refines products to drive revenue growth, meeting evolving client needs. Her experience encompasses the full spectrum of digital product design, delivery, and market introduction. Michelle has a demonstrated history of redefining product development strategies and spearheading innovation across numerous international enterprises.

      Session Details:

      Scaling Accessibility: How One Company Turns Inclusion into Impact – Sponsored by Level Access Inc

      2025-06-19, 10:25 AM

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      Tom Aburrow-Newman
      Senior Account Executive, Pitcher

      Session Details:

      Revenue Enablement 2.0

      2025-06-18, 4:45 PM

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      Steve Chaplin
      Sales Consultant, Verint

      Session Details:

      One Workforce™: Unifying the Workforce for the Modern Financial Institution

      2025-06-19, 12:30 PM

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      Raphy March
      Managing Director, Cowry Consulting

      Session Details:

      Compassion by Design: Using Behavioral Science to Support Vulnerability

      2025-06-19, 11:30 AM

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      Sarah Murray
      Consultant Director, Cowry Consulting

      Session Details:

      Compassion by Design: Using Behavioral Science to Support Vulnerability

      2025-06-19, 11:30 AM

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