Customer Experience in Financial Services 2022
The Waldorf Hilton, London
6th-7th September, 2022
Customer Experience in Financial Services 2022
DAY 1|6th September 2022
DAY 2|7th September 2022
8:45 am Chair’s opening remarks

Stephen Walker
Lead Analyst, Thematic & Fintech Research
GlobalData
9:00 am Keynote address Joint Presentation: Looking at the world of finance through the eyes of the consumer: Adapting to evolving needs and expectations
- Breaking down traditional barriers and strategies to enhance the customer experience
- Recognising the changing customer behaviours and interactions with finance and insurance products
- Combining the power of behavioural data and innovation to further understand consumer preferences
- Incorporating customer-centric strategies while transitioning call center services to digital and web-based platforms; how can we ensure no customer gets left behind?

Gayle Terry
Chief Marketing Officer
Domestic & General

Seb Chakraborty
Chief Digital and Technology Officer
Domestic & General
9:30 am Modernizing client lifecycle management in financial services
- Modernize your client interaction management with a secure, onestop interaction workflow platform
- Building a onestop hub to manage your complete client life cycle in banking across account onboarding, account servicing, and exception handling
- Rethinking today’s costly, inefficient, and fragmented client engagement model, which requires significant manual intervention
- Streamline client business processes across your finance firm and orchestrate each step of your workflows to fast-track client business

Shimona Pinto
Senior Corporate Solutions
Moxo
10:00 am AI and automation in action: Successfully integrating cutting-edge technology into banking
- Combining the human touch with technologies such as chatbots and voice recognition to create a smooth and seamless customer journey
- Automating data sourcing and lead enrichment for improved predictive modelling and customer reach
- Using the Omi channel path to provide a unified user experience
- Implementing internal strategies to organise and focus the organisation when implementing new platforms
- Looking at the upcoming trending tech in CX in banking such as Whatsapp, voice tech and more

Rahul Mundke
VP Technology
Bank of America Merrill Lynch
10:30 am Showcasing AI solutions for a consistent customer journey
Nuance conversational AI solutions for the finance industry deliver intelligent, consistent omnichannel experiences across the customer journey, assisting financial institutions in converting and retaining more customers, providing more support to agents, and preventing more fraud.

Sebastian Reeve
Director of Intelligent Engagement
Nuance
10:45 am Networking break
11:15 am Panel discussion Promoting the long-term financial well-being and inclusion for customers in financial services
- Understanding how vulnerable customers play into CX journeys and designing products for inclusivity
- Exploring the different aspects of vulnerability, the different capabilities and the need to create meaningful consumer experiences
- Incorporating a larger social cause and tailoring services to a customer’s lifestyle
- Taking inspiration from innovators and emphasising the need for the financial industry to become more financially inclusive
Thomas Girling, Head of Regulated Advice, Skipton Building Society
Heather Hearn-Poole, Digital Experience Lead, RBS International
Natalie Fuller, Head of Customer Experience and Communication, Cashplus
Reserved for Sponsor – Moxo

Thomas Girling
Head of Regulated Advice
Skipton Building Society

Heather Hearn-Poole
Digital Experience Lead
RBS International

Natalie Fuller
Head of Customer Experience and Communication
Cashplus
11:45 am Reserved for – ObjectWay
12:15 pm Fireside chat Digital assets & virtual banking: The next steps to banking the network
- Unleashing the potential of digital, cryptocurrency and blockchain in banking
- Do we need to prepare for a completely virtual world in light of new generational needs and emerging technology?
- Where does the bank fit in the metaverse and this new decentralized world?
- Exploring why banks must participate in the reality of virtual banking or risk being left behind
- Will the British pound continue to exist in the future?

Victor Chatenay
Digital Consultant
RBS International

Stephen Kennedy
Director of Solutions
eGain
12:45 pm Lunch break
1:45 pm Differentiation in 5 steps
With the world becoming increasingly digitalized and the financial industry adapting to customer needs and implementing cutting-edge technology, how can value be added as an individual organisation?
How different are we if take away logos and branding?
This interactive session will present five innovative and exciting ways for organisations across the finance sector to differentiate themselves and add maximum value for customers

Mike Davies
Head Of Business Development
Yorkshire Building Society

Laurence Hunter
VP of Insurance
Laka

Louise Somers
Head of Global Comminications
Architas

Ben Symth
Founder
Arma Karma
2:15 pm Reserved for – Medallia
2:45 pm Diversity, equality, & inclusion: Recognising the significance of inclusion in the customer journey
- Enhancing the financial sector through inclusion both in the customer journey and in talent acquisitions
- Exploring how banks can support customers further and enable better social mobility
- Putting customers at the heart of your business, leading by example and making the correct social decision

Sharon Rai
Diversity & Inclusion Partner
NatWest
3:15 pm Reserved for Glassbox Digital
3:45 pm Networking break
4:15 pm Optimising the customer experience in unpredictable times
- Delivering seamless and personalised tailored customer journeys
- Exploring the impacts of the pandemic: What has the finance industry learnt?
- Using data-driven decision making to turn customer insights into action
- Navigating customer-centricity in more complex financial products such as mortgages: what does the future hold?
- Learning from others; how can we boost the customer journey by looking outside the industry

Thomas Girling
Head of Regulated Advice
Skipton Building Society
4:45 pm Available for Sponsorship
5:15 pm Shedding light on operational agility: Creating future-ready banking lifecycles
- Adopting a data-driven approach to banking’s digital transformation and successfully applying change management techniques
- Emphasizing the operational departments’ strategic objectives and demonstrating successful strategies for creating operational resilience
- Examining risk management and prevention techniques from a regulatory and corporate standpoint
- Adhering to upcoming policies and regulations: what can we do to prepare?

Wasim Mushtaq
Transformation Lead
Standard Chartered Bank
5:45 pm Looking to the global banking network for innovation, blockchain and digital banking
- Exploring what banks are doing globally and what can we learn from this
- Navigating cryptocurrency and blockchain in everyday banking and looking at how this technology may impact the world of finance
- Presenting global case studies and looking at the key themes
- What does the future of blockchain and cryptocurrency look like?

Anuj Agarwal
Data and Analytics Lead
Natwest
6:15 pm Chairs closing remarks
6:30 pm Drinks Reception
7:30 pm Dinner – Sponsored by Nuance
8:00 am Registration and refreshments
8:45 am Chair’s opening remarks
9:00 am Keynote address Envisioning a seamless client journey in 2022 and beyond
- Creating concrete value for your company and consumers through next-level customer service and reinventing innovation
- What do modern banking customers expect, and how will this change in the future?
- Becoming more open and collaborative as an organisation and creating digital platforms that are relationship-based
- Moving forward: Designing platforms that meet customer and regulatory requirements

Geraldine Maringo
Chief Product Owner Self Service
Nationwide Building Society
9:30 am Reserved for– Quadient
10:00 am Panel discussion It’s time for action: Showcasing innovative ESG strategies in finance
- Providing effective automated climate change incentives through a simple customer journey
- Using behavioural science to provide positive reinforcement to customers, such as the FOG behavioural theory and the nudge theory
- Displaying apps and innovations that show customers the impact of their transactions and purchases on their carbon footprint
- Transitioning to net-zero and investigating the roles that the industry can play in combating climate change
- Ensuring that ESG strategies are in place to meet consumer and communities expectations; can we incorporate this in financial education?
Vinita Ramtri, Global Head – API Standards and Governance, HSBC
Ben Mitchell, Director of Savings, Tandem Bank
Oli Cook, CEO & Co-Founder, ekko
Available for Panel Sponsor

Ben Mitchell
Director of Savings
Tandem Bank

Oli Cook
CEO & Co-Founder
ekko
10:30 am Technology Spotlight Available for Sponsorship
10:45 am Networking break
11:15 am Merging digital innovation and experience; Are Fintech’s and banks competitors or collaborators?
- Getting up to speed on the current and upcoming evolution of Fintech’s disrupting the market in 2022
- Exploring the modern ecosystems; What can traditional banks learn from Fintech’s?
- Unleashing the benefits of collaboration for both Fintech’s and traditional financial institutions and showcasing why collaboration can be critical
- Considering the long-term consequences of failing to embrace new customer experience innovation strategies

Paul Trotter
Deputy Chief Technology Officer
Atom bank
11:45 am Reserved for - Bio agency
12:15 pm Making a difference in finance; The intentionality of sustainable banking
- What is the industry doing to help change lives and become more sustainable
- Exploring methods of measuring value in sustainable banking
- Taking a customer-centric approach and putting the customer at the center of business decisions
- How can the banking industry genuinely make a difference to customers?

Tom Harding
Head of ESG & Sustainability
Aldermore
12:45 pm Lunch break
1:45 pm Panel discussion - Happy workplace, happier customers: Achieving organisational resilience
- How do you break free from old habits and systems?
- What are some creative business models to consider?
- What steps must you take to foster a culture of long-term innovation?
- Promoting well-being and assisting efforts to keep employees engaged and upbeat in both the real and virtual worlds
- Overcoming cultural obstacles while delivering transformational change and showcasing examples of a 4-day working week
Paul Trotter, Deputy Chief Technology Officer, Atom bank
Vikki Williams, Chief Customer Experience Officer, Starling Bank
Available for Panel Sponsor

Paul Trotter
Deputy Chief Technology Officer
Atom bank

Vikki Williams
Chief Customer Experience Officer
Starling Bank

Maurizio Garro
Model risk Manager
Lloyds Banking Group
2:15 pm Available for Silver Sponsor
2:45 pm Consumer experience through the eyes of a merchant
- Building and leading high-performing teams to improve consumer experience
- Gaining a better knowledge of what customers want and boosting the relevance of brands to customers
- Maintaining meaningful client interaction and expanding sales opportunities are key touchpoints

Sheetal Joshi
Leader Customer Success, Europe & Australia,
PayPal
3:15 pm Networking break
3:45 pm Breaking down digital dynamics and meeting the needs of all customer demographics
- Creating intuitive customer journeys that are guided by a variety of customer needs
- Constructing a 360-degree view of customers when implementing digital journeys and technology
- Assessing self-service consumer journeys and exploring the danger of increasing automation in finance
- Looking to the future and digging deeper into consumer requirements: Is it possible to make all customer groups happy?

Desmond Chin
Compliance and Private Banking Specialist
Standard Chartered Bank
4:15 pm Fireside chat - Welcoming changes to the banking business operating model to ensure a positive client experience
- Overcoming cultural challenges while delivering transformational change and addressing economic challenges
- Adapting to rapid and unexpected changes and preparing the workplace for the unknown
- Driving collaboration to stay ahead of the competition and achieve corporate and team goals

Karen Greenall
Head of Performance and Development
Aldermore
4:45 pm Chairs Closing Remarks
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