5th Annual Customer Experience in Financial Services Conference 2025

Embracing the future: Innovation and Personalisation at the Forefront

18 - 19

June

2025
  • Free

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

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Ronit Ghose​

Global Head – Future of Finance, Citi

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    Sponsors Include

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    Company Information

    CACI’s mission is to help brands put their customers at the heart of their business, by doing amazing things with data. Our wide range of marketing, technology and data solutions are designed to ensure businesses are driving value at every touchpoint with their customers and prospects. Whether that’s through designing innovative customer journeys, creating clean data feeds for their marketing technology, or augmenting customer data with demographics and lifestyle variables to find new insights. With clients such as Legal & General and the RAC, we have a depth of experience in driving transformation for leading brands.

    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 deliver more business value through the strategic use of data and ideas. With expertise in Engagement, eXperience, Mobilisation, Analytics, with the Business Model at the core, we aim 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 innovative IMPROVE framework is applied to deliver real value for the business; implementing the best solution, successfully for your organisation and people. 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.
    Currently, Capventis is developing next generation technology, which is designed to facilitate the needs and demands of today’s eXperience Economy. ‘Glu’ is a concept with the Team at the centre. The business needs drive Design, which requires consideration and structure. The Technology must align to, and support the Design, as well as inform it. Glu Technology goes wide and deep addressing multiple operational needs, combined with analytical power. It is truly next generation.
    GluPlatform is coming to the market in 2024.

    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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    Company Information

    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

    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

    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 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

    Unipro have 25 years’ experience in Digital Transformation. Accelerating software development, optimising processes and integrating systems within highly regulated industries for some of the world’s leading companies.
    Our team design and implement solutions that solve complex business problems across Digital Transformation programmes.
    As the technology landscape continues to change at pace, Unipro’s experience, expertise, and flexibility ensures that our clients receive the optimal solution to accelerate their business success.

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      Why attend?

      Welcome to the 5th 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 5th 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 2024?

      200+

      Attendees

      		15+

      Exhibitors

      		20+

      Speakers

      		70%

      Attendees at Director+ level
      200+

      Attendees

      		15+

      Exhibitors
      20+

      Speakers

      		70%

      Attendees at Director+ level

      Testimonials

      Agenda

      • 18 Jun 2025
      • 19 Jun 2025
      Expand All

      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

      Enhancing customer experience through cutting edge contact center solutions

      • How cloud based solutions are redefining customer engagement
      • AI and Automation in action – real world applications of AI
      • Using data driven tools to enhance productivity and performance

      Speakers

      Christopher TS Harvey
      Head of Change, Tesco

      12:05 PM

      Panel: 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

      David Bicknell
      Principal Analyst, Thematic Research, GlobalData

      12:45 PM

      Networking Lunch Break

      1:45 PM

      Case Study: Leveraging Technology to promote financial inclusion

      • The role of digital banking and mobile money in expanding access to financial services -
      • How Fintech innovations, like peer-to-peer lending platforms are driving inclusion by reaching unbanked and underbanked populations
      • Utilising data to assess creditworthiness and provide financial services to those without traditional credit scores
      • Deep diving on key technologies driving financial inclusion – bridging the gaps for a sustainable future
      • Real world applications

      Speakers

      Janthana Kaenprakhamroy
      CEO and Founder, Tapoly

      2:05 PM

      Transforming Financial Services CX: The power of AI, Digital transformation & managed services

      • Learn how AI-driven customer service solutions are reshaping financial services
      • Discover the benefits of managed CX services in reducing costs and improving efficiency
      • See how digital transformation strategies can future-proof financial institutions

      Spotlight Sponsor - 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

      Keynote: How is consumer behaviour driving the change in financial services?

      • What it takes to deliver exceptional customer experience globally
      • From Traditional to Digital-First: considerations for multichannel experience
      • Hyper-Personalisation – how are customer demands evolving

      Speakers

      Gail Russell
      Global Head of Customer Experience and Channels, HSBC

      9:30 AM

      Case Study: Cloud computing: driving scalability and agility in financial services CX

      • Ensuring uninterrupted service during high-demand
      • Improved data management and access: learn how cloud computing enables real-time access to customer data helping to suggest offers and tailored recommendations
      • Creating a unified customer experience across mobile apps, website and customer service teams

       

      Sponsored Session – Capventis

      10 AM

      How Gen AI and Agentic AI will transform client 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

      Designing a seamless, simple, user-centered customer experience

      • Understanding the fundamentals of UCD
      • Simplifying processes to ensure all customer interactions are easy, intuitive and customer-centric
      • Designing customer journeys that seamless integrate digital, mobile and physical banking touchpoints
      • Ensuring the design is intuitive and inclusive

      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?

      Sponsor – Caci Limited

      Speakers

      Suneet Muru
      Analyst, GlobalData
      Conrad Ford
      Chief Product & Strategy Officer, Allica Bank
      Tiago Ferreira
      Client Experience Specialist, Nedbank Private Wealth

      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

      Case Study: Creating digital-native financial products and platforms that resonate with younger generations

      • What makes a product digital-native?
      • Incorporating purpose into Digital Platforms: enabling customer to easily track their impact metrics
      • Focusing on mobile-first, simple pricing models and transparency
      • Social Impact Investing: aligning financial decisions with personal values

      Speakers

      Katie Dilaj – TBC
      UK & Europe Product Head, Platform & Data Services, Treasury & Trade Solutions, Citi

      2:25 PM

      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

      3:10 PM

      The Role of Generative AI in shaping the future of customer experience in financial services

      • The rise of Gen AI in financial services, is it really disruptive?
      • Hyper-personalisation and dynamic financial advice
      • The importance of omnichannel experiences in delivering seamless service and differentiating the brand
      • The growing role of AI and chatbots in enhancing consumer interactions and providing instant assistance

      Speakers

      Euan Wielewski – TBC
      Head of Applied AI, NatWest

      3:35 PM

      Networking Coffee Break

      THEME 3: IS YOUR PRODUCT AND PLATFORM REALLY DELIVERING?

      4:05 PM

      From data to action: leveraging customer feedback to transform financial services experiences

      • Utilising conversational intelligence to monitor all customer interactions to identify which products and services are working, or not, and most importantly, why?
      • Providing real-time customer feedback to frontline staff to improve service interactions and address issues quicker

      Speakers

      Frank Sherlock
      VP- International, CallMiner

      4:25 PM

      Millennials and Gen Z’s: how are they redefining the fabric of financial relationships

      • Rethinking traditional concepts of money, saving, and investments, what does it mean for the financial service industry?
      • Meeting the evolving needs of younger consumers: mobile-first

      eSure – Speaker TBC

      4:45 PM

      Chairs closing remarks

      5 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

      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

      9:50 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

      10:10 AM

      Networking Break

      10:40 AM

      The Power of emotional intelligence in delivering enhanced financial services customer experience

      • The evolving expectations of modern customers – Creating human connections in a digital-first world
      • What roles does emotional intelligence (EQ) play in customer experience?
      • Implementing EQ into customer experience: training employees in emotional intelligence and creating emotional touchpoints
      • Can EQ be integrated into digital solutions/technology?

      Sponsored session by Cowry Consulting

      11:40 AM

      Roundtable 1: How are you managing privacy and compliance challenges in your organisation?

      Roundtable 2: Is Gen AI really reshaping customer experience in financial services? 

      Roundtable 3: Connecting Brand and Customer Experience – how can we close the divide? 

      Roundtable 4: Building trust through transparency and financial education

      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
      Associate Director, Centre for Digital Banking and Finance, The London Institute of Banking & Finance

      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
      Associate Director, Centre for Digital Banking and Finance, The London Institute of Banking & Finance

      3 PM

      Networking break

      THEME 6: STRATEGIES FOR RETAINING YOUR CONSUMER

      3:30 PM

      Driving Positive and Profitable Behaviours with Financial Services Customers

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

      Speakers

      Simon Jamieson
      Managing Director, The Marketing Lounge Partnership Agency

      4:15 PM

      Why retention matters – strategies to building a long-term client relationship

      • The role of retention in driving profitability vs the cost of new client acquisition
      • Understanding how long-term relationships translate into a higher customer lifetime value
      • The correlation between customer retention and word-of-mouth referrals for enhanced brand reputation

      Speakers

      Christian Steininger
      Global Head of Behavioral Economics, Allianz

      4:35 PM

      Chairs closing remarks

      Speakers

      Select a speaker to learn more

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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:

      Case Study: Leveraging Technology to promote financial inclusion

      2025-06-18, 1:45 PM

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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

      Session Details:

      Keynote: How is consumer behaviour driving the change in financial services?

      2025-06-18, 9:00 AM

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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.

      Session Details:

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

      2025-06-18, 12:05 PM

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      Katie Dilaj – TBC
      UK & Europe Product Head, Platform & Data Services, Treasury & Trade Solutions, Citi

      Session Details:

      Case Study: Creating digital-native financial products and platforms that resonate with younger generations

      2025-06-18, 2:05 PM

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      Frank Sherlock
      VP- International, CallMiner

      Based in the UK, Frank has been with CallMiner for 6 years, during which time we have seen significant business growth in the region. Frank holds a master’s degree in business administration (MBA) and a Higher National Diploma in Telecommunications engineering. He has worked in and around the contact centre and customer experience space for the last 25 years.

      Session Details:

      From data to action: leveraging customer feedback to transform financial services experiences

      2025-06-18, 4:05 PM

      View In Agenda
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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

      View In Agenda
      Next speaker
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      Rebecca Brindley
      Digital Accessibility Champion, NatWest

      Session Details:

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

      2025-06-19, 9:30 AM

      View In Agenda
      Next speaker
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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, 9:50 AM

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      Sandra Blaga
      Strategy, Innovation & Data Science Manager, NatWest
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      Helene Panzarino
      Associate Director, Centre for Digital Banking and Finance, The London Institute of Banking & Finance

      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

      View In Agenda
      Next speaker
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      Simon Jamieson
      Managing Director, The Marketing Lounge Partnership Agency

      Session Details:

      Building Financial Loyalty – The Future of Reward Strategy in FS

      2025-06-18, 2:25 PM

      Session Details:

      Driving Positive and Profitable Behaviours with Financial Services Customers

      2025-06-19, 3:30 PM

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

      Session Details:

      Why retention matters – strategies to building a long-term client relationship

      2025-06-19, 4:15 PM

      View In Agenda
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      Plan Your Visit

      Venue

      Hyatt Place London City East

      We are holding some rooms for event attendees at the Hyatt Place London City East for 2 consecutive nights (17-18 June) at a rate of £269 incl. VAT per night, including breakfast. The cutoff date is 18th May 2025. To book your group rate, please click below

      Book Your Stay

      Sponsors

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      SPONSORSHIP ENQUIRIES

      Valentin Gerasimuk

      Head of Sponsorship Sales

      +44 20 7149 5973

      SPEAKING ENQUIRIES

      Carlos Fernandes

      Conference Producer

      MARKETING ENQUIRIES

      Kellee Halliburton

      Marketing Manager

      Sponsorship Enquiries

      To enquire about sponsorship opportunities for the conference, please contact:

      Valentin Gerasimuk

      Head of Sponsorship Sales


      +44 20 7149 5973

      Speaker Enquiries

      To enquire about speaking opportunities for the conference, please contact:

      Carlos Fernandes

      Conference Producer