CX NXT BFSI Summit, Europe

4th Edition, 24 May 2023, Leonardo Royal Hotel, London Tower Bridge, UK

ABOUT THE EVENT

Utilizing the customer experience to achieve brand loyalty and win return business has become the cornerstone of any business, including banking and financial institutions, in order to promote growth and a sustainable future. The BFSI sector must sharpen its focus on the total brand experience it offers to its clients in light of the industry’s fiercer competition.

Then CX NXT BFSI Summit was held for the first time in London on 24 May, 2023. This event  discussed the latest trends and challenges around changing consumer behaviour within the BFSI sector and explored steps on how to adapt the customer journey to the current market conditions. The event highlighted the latest technological developments that can help enhance a company’s ability to generate revenue, improve efficiency and productivity and lower cost to serve their individual customer.

WHAT TO EXPECT AT CX NXT BFSI SUMMIT

120+ Attendees

30+ Speakers 

12+ Hyper-focused CX sessions 

100+ Companies 

Speakers

speaker
Arnaud Prevel Principal Solutions Engineer
speaker
Chris Harris Head of Digital at OneBanx
speaker
David Hicks Founder & President TribeCX Ltd, Owner & Chair
speaker
Donata Peksa Head of Brand Experience
speaker
Douglas Mackenzie Chief Content Officer
speaker
Emma Lane Head of Customer Relationship Management
speaker
Jakub Weber Director, Client Experience
speaker
Jason Smith Vice President - UK and Europe
speaker
John Woods Chief Revenue Officer
speaker
Julian Douglas Managing Director
speaker
Kofi Ankomah Enterprise Account Executive
speaker
Lee Walker Global Head of Extended Client Propositions - Digital Assets, Digital Security, Digital CX,
speaker
Marcello Calabro Group Chief Marketing Officer
speaker
Matteo Pomoni Global Head of Retail Daily Banking and Funds
speaker
Mevs Chaudary Global CX Specialist for Corporate Sales and Solutions
speaker
Michael Espey Strategic Customer Success Manager
speaker
Michael Nautsch Chief Science Officer
speaker
Nancy Dafiewhare Head of Digital Marketing
speaker
Natalie Fuller Head of Customer Experience and Communication
speaker
Philip Starrett Chief Technology Officer, EMEA
speaker
Richard Davies Chief Executive Officer
speaker
Rob Webb Head of Business Transformation, Banking & Financial Markets
speaker
Robert Garlick Managing Director
speaker
Roy Jubraj Chief Strategy & Transformation Officer
speaker
Ryan Keeney Global Usability & Optimisation Manager
speaker
Sharna Thomson Head of Customer
speaker
Simon Murray Financial Services Practice Lead, Digital Strategy
speaker
Simon Lloyd Chief Marketing Officer
speaker
Stefanie Pipenhagen Sr Manager Customer Experience, Europe
speaker
Stephen Yap Research Director
speaker
Tony Crane Founder, Crane Consulting
speaker
Tyler Pathe Journalist
speaker
Vinay Kaura Executive Director - Global Head of Asset Management Digital Engineering
speaker
Wasim Mushtaq Transformation Lead, Financial Markets

Agenda

08:55 AM
Welcome Address by Chairperson

Speaker:

David Hicks - Founder & President Tribe CX Ltd, Owner & Chair, TMD

09:00 AM
Panel: Experience Economy - The new currency for capturing the Hearts and Wallets of Consumersin BFSI

This opening panel will look to understand what can be learnt from leading brands in the BFSI industry and what is driving customer experience in today’s current climate.

• How can the BFSI sector transform itself built on agility, superior CX and omnichannel banking?

• Eliminating silos for a simpler organisation

• Retaining customer trust- the importance of data compliance, privacy, and security

• Defining your digital footprint 

Panellists:

Emma Lane - Head of Customer Relationship Management, Allica Bank
Claudia Rossler - Managing Director & Chief Customer Experience Officer, J.P Morgan Chase
Marcello Calabro - Group Chief Marketing Officer, Unicredit
Michelle Nwoga - Group Head, Customer Experience, United Bank For Africa
Jason Smith - VP, UK and Europe, MoEngage

Moderator:

Douglas Mackenzie - Chief Content Officer, Fintech Finance News

09:45 AM
Keynote Fireside Chat: Reimagining CX- Driving Scale & Growth in BFSI

Today, customers are loyal to the transaction rather than the channel. A renowned expert will examine why customer experience (CX) must be a top priority for the BFSI sector and set out a longterm digital vision for the BFSI community.

Richard Davies - CEO, Allica Bank

Moderator:

Julian Douglas - Managing Director, The CX Academy

10:10 AM
Panel: Prioritising a customer-centric approach for the bank of the future

The changing CX landscape is constantly adapting to new digital tools and solutions. This panel will define the key elements of a customer-centric digital transformation and how businesses can integrate the right technologies for their customers
• What does it mean to have a customer-centric digital transformation?
• Do you observe that customers from different generations vary in their expectations? How does customer-centric digital transformation cater for generational differences?
• How can we align CX transformation with operational transformation?

Panellists:

Lee Walker - Global Head of Extended Client Propositions - Digital Assets, Digital Security, Digital CX, Barclays
Jakub Webir - Director, Client Experience, Strategic Advisory, BNY Mellon
Roy Jubraj - Chief Strategy & Transformation Officer | esure Wasim Mushtaq Interim COO, CFIT

Moderator: 

Amany Elbanna - Professor in Information Systems and Digital Transformation, School of Business and Management, Royal Holloway University of London

10:10 AM
Panel: Prioritising a customer-centric approach for the bank of the future

The changing CX landscape is constantly adapting to new digital tools and solutions. This panel will define the key elements of a customer-centric digital transformation and how businesses can integrate the right technologies for their customers
• What does it mean to have a customer-centric digital transformation?
• Do you observe that customers from different generations vary in their expectations? How does customer-centric digital transformation cater for generational differences?
• How can we align CX transformation with operational transformation?

Panellists:

Lee Walker - Global Head of Extended Client Propositions - Digital Assets, Digital Security, Digital CX, Barclays
Jakub Webir - Director, Client Experience, Strategic Advisory, BNY Mellon
Roy Jubraj - Chief Strategy & Transformation Officer | esure Wasim Mushtaq Interim COO, CFIT

Moderator: 

Amany Elbanna - Professor in Information Systems and Digital Transformation, School of Business and Management, Royal Holloway University of London

10:50 AM
Keynote: Your Digital User Experience - What exactly are your customers doing when they’re banking online?

Being able to truly understand what your customers are doing online, particularly where they struggle and show frustration, is vital if you are to move towards offering a frictionless online user journey. This presentation will help the audience appreciate why being able to understand user struggle is important, the key struggle and friction types to be aware of and what to do next when you realise these within your digital platforms. We will also introduce you to some of the key and common themes experienced by Glassbox’s Usability and Optimisation team so far in 2023.

Ryan Keeney - Global Usability & Optimisation Manager, Glassbox

11:10 AM
Networking Coffee Break
11:40 AM
Panel: From touchpoints to journeys - making every move count

This panel will explore what advantages can customer journey maps provide for your financial business and how you can successfully measure ROI.
• How would you define a customer journey map in the context of the financial industry?
• The ability of financial institutions to balance technology with a human touch is becoming increasingly essential. How can banks find the right equilibrium throughout the customer journey?
• How can financial businesses successfully measure the ROI of their customer journey mapping efforts?
• How can financial institutions effectively manage data from customer-facing channels as well as internal workflows and applications to gain valuable insights?

Panellists:

Andrew Clayton - Group Head of CX, Close Brothers
Donata Peksa - Head of Brand Experience, HSBC
Nancy Dafiewhare - Head of Digital Marketing, The Phoenix Group
Natalie Fuller - Head of Customer Experience and Communication, Cashplus Bank

Moderator:

Tyler Pathe - Projects Coordinator, The Payments Association

12:10 PM
Keynote: Delivering Flawless Engagement to Digital Consumers With Truly Actionable Insights

Jason Smith - VP, UK and Europe, MoEngage

12:30 PM
Keynote: The State of Customer Service, According to Customers
  • Are perceptions of customer service getting better or worse?
  • Is growth of automation and self-serve impacting customer
    channel preference?

Stephen Yap - Research Director, Call Center Management Association

12:50 PM
Keynote: How CIO’s and CMO’s can work together to provide customers with a better CX

Simon Murray - Financial Services Practice Lead, Digital Strategy, Adobe
Philip Starrett - EMEA CTO, Adobe

01:10 PM
Networking Lunch sponsored by Adobe
02:10 PM
Case Study: The Lemonade Story

A walk through of how Lemonade began through to its expansion into Europe and how CX has always remained a top priority for their success.

Stefanie Pipenhagen - Sr Manager CX Europe, Lemonade

02:25 PM
Keynote: Driving Growth through Amazing Digital Experiences

Kofi Ankomah - Enterprise Account Executive, Fullstory

02:45 PM
Panel: Digging deep into the omnichannel CX

To keep up with growing customer expectations and – for FS firms - meet the new demands of Consumer Duty’ in, brands must power up their CX to listen more deeply, engage authentically, and build stronger relationships with their customers in real-time.
• How to develop an efficient phygital CX strategy
• What is the key to adapting to an omnichannel and personalised strategy?
• How are listening channels expanding; what we are capturing and how are we using it
• Selecting the right channels for your customer base
• How do brands deliver a consistent experience and simultaneously support those customers who might have a individual needs and/ or a vulnerability?

Panellists:

Mevs Chaudary - Global CX Specialist for Corporate Sales and Solutions, Citi
Simon Murray - Financial Services Practice Lead, Digital Strategy, Adobe
Vinay Kaura - Executive Director - Global Head of Asset Management Digital Engineering, Goldman Sachs
Matteo Pomoni - Global Head of Retail Daily Banking and Funds, ING

Moderator:

Tony Crane - Crane Consulting

03:15 PM
Keynote: The ‘Rise of the Human’ in CX

The physical world is giving way to the ever-expanding digital landscape with much being blended into a new hybrid world. The rise of innovation and the use of new technologies is not a new concept and is very much on every business’ agenda – Including the human element which is critical to the success of these programmes. During this talk, NTT DATA UK’s Head of Business Transformation in Banking & Financial Markets, Rob Webb, discusses how financial institutions can take learnings from other markets on how to continuously disrupt their own markets by
putting the ‘Human’ at the centre of everything, both internally and externally to their organisations.

Rob Webb - Head of Business Transformation, Banking & Financial Markets, NTT Data

03:35 PM
Networking Break
03:55 PM
Panel debate: What does banking need more - Customer experience or product innovation?

Experts debate who’s the real winner when comparing the roles of CX and product innovation in shaping banking’s future.
• How has the banking industry come to a point where a conversation like this needs to be discussed?
• In such a competitive industry landscape, what will attract and retain customers more: an exceptional experience or
groundbreaking product innovation?
• Looking at both sides of the coin, can you provide examples of when prioritising customer experience has cultivated business benefits?
• Similarly, how have those that excel in product innovation gained benefits? 

Panellists:

Simon Lloyd - Chief Marketing Officer, Aldermore Bank
Chris Harris - Head of Digital, One Banx

Moderator:

Tyler Pathe - Projects Coordinator, The Payments Association

04:15 PM
Keynote: CX in the age of AI - the value of design for AI in Financial Services

ChatGPT has shown us that the only UI we need is a text box. Or has it? What are the considerations when we design user experiences that are driven by data and AI? How do we design interactions that enable the exchange of data and recommendations and that drive the best actions and outcomes for our users? This presentation will look at technologies, old and new, that advance CX by using data and AI

Michael Natusch - Former Chief Scientific Officer, Prudential

04:35 PM
Keynote: Who’s winning the CX battle, FinTechs or Banks?

Discover the global trends, what good looks like and how you can gain quick benchmarks and world class examples. See where the industry is going and how you can be part of it.

John Woods - Chief Revenue Officer, Zenus Bank

04:50 PM
Fireside chat: Make every one count: How happy employees improve customer experience

Employees are essential to building a bank’s reputation and fostering deep client relationships. How can companies effectively and successfully improve their employee experience strategy, in the era of digitalisation.
• How digitalisation impacts employee experience
• Navigating the talent crisis
• Empowering your employees through effective management, training, data access and technology
• Listening, learning and acting on employee feedback to deliver customer experience

Robert Garlick - Managing Director, Citi Global Insights
Sharna Thompson - Head of Customer, UK Claims, Zurich

Moderator:

Andrew Clayton - Group Head of CX , Close Brothers

speaker
Chris Harris Head of Digital at OneBanx
speaker
David Hicks Founder & President TribeCX Ltd, Owner & Chair
05:20 PM
CX Event Cocktail Hour sponsored by Fullstory
05:55 PM
Panel debate: What does banking need more - Customer experience or product innovation?

Experts debate who’s the real winner when comparing the roles of CX and product innovation in shaping banking’s future.
• How has the banking industry come to a point where a conversation like this needs to be discussed?
• In such a competitive industry landscape, what will attract and retain customers more: an exceptional experience or
groundbreaking product innovation?
• Looking at both sides of the coin, can you provide examples of when prioritising customer experience has cultivated business benefits?
• Similarly, how have those that excel in product innovation gained benefits? 

Panellists:

Simon Lloyd - Chief Marketing Officer, Aldermore Bank
Chris Harris - Head of Digital, One Banx

Moderator:

Tyler Pathe - Projects Coordinator, The Payments Association

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Venue

Leonardo Royal Hotel London Tower Bridge, UK

Leonardo Royal Hotel London Tower Bridge, UK

Leonardo Royal London Tower Bridge redefines luxury accommodation and events facilities within the famous Tower Bridge district.do Royal Hotel London Tower Bridge, UK

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