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Thank You For Attending The Customer Experience Conference

Thank you for attending The Customer Experience Conference. Please see our sister event, The Customer Experiences In Financial Services Conference.

Deliver Outstanding Customer Experiences In Financial Services With The Latest Tech Innovations & Insight-Led Data, Digital, Social Media & Multi-Channel Strategies To Drive Customer Centricity, Measure ROI & Justify Investment

A One-Day, Industry-Led Conference, 22nd June 2017, The Cavendish Conference Centre, Central London. Download the brochure. Book before 16th March to save £150.

Who is this event for? Heads, Directors and Senior Managers of: Customer Experience ✓ Customer Insight ✓ Marketing ✓ Digital ✓ Customer service

Deliver Excellent Customer Experiences With The Latest Tech Innovations & Insight-Led Data, Digital, Social Media & Multi-Channel Strategies To Drive Customer Centricity, Measure ROI & Justify Investment:

    1. Excellent Customer Experiences: Next-level, insight-led strategies that improve satisfaction and results
    2. Harness Technological Innovations: Engaging, efficient customer strategies that enhance experiences
    3. Next-Level Digital Experiences: Drive digital integration and innovations which deliver results online
    4. Monetise Customer Data: Navigate large data sets and changing regulatory guidelines for actionable strategies
    5. Measure Experiences & Prove Results: Capture customer feedback for demonstrable satisfaction and bottom-line impact
    6. Action Customer Insights: Develop personalised experiences with innovative insight methodologies
    7. Optimise Multi-Channel Journeys: Deliver integrated cross-platform journeys for consistently excellent customer experiences
    8. Winning Social Media Strategies: Leverage new opportunities compliantly for engaging customer contact
    9. Nurture Intermediary Relationships: Develop a strong brand identity for increased end-customer recognition
    10. Customer-Centric Cultures: Engage colleagues at every level for a truly customer-focused business

27 Financial Brands Speaking In 1 Day: Outstanding Customer Experiences • Technology & Innovation • The Digital Experience • Leveraging Customer Data • Measuring Experience & ROI • Customer Insights & Behaviour Strategies • Multi-Channel Customer Journeys • Social Media • Customer Experiences Through Intermediaries • Customer-Centric Cultures

PLUS! This Customer Experiences In Financial Services Conference Also Covers

  • 27 Senior Level Speakers From Leading Financial Service Brands Presenting In 1 Compact Day
  • 11 In-Depth Sessions To Help Your Organisation Deliver Outstanding Customer Experiences In Financial Services
  • 2 Interactive Panel Discussions – Technology & Innovations; Customer-Centric Panels
  • 3 Facilitated Informal Lunchtime Peer-To-Peer Discussions: A) The Digital Transformation B) Building Effective Customer Propositions C) Emerging Regulation and Data Quality
  • 2 Facilitated Lunchtime Clinics: A) Regulations B) Content Strategies
  • 2 Conference Chairman
  • 1 Double Perspective On B2B Customer Experiences
  • Meet The Speakers Area
  • 1 Compact Day
  • Q&A

Book Before 16th March To Save £150. Quote ‘EB150’ Under ‘ID Code’ When Booking Online.


Can you help financial services organisations deliver improved customer experiences? For more information on how to get involved, please email partner@financialservicesconference.com or call +44(0)20 3479 2299.

Book your exhibition stand and two delegate passes before 16th March for only £2,199 +VAT (Save £500). Book your stand here. Please note that we have a limited amount of exhibition space available and stands will be issued on a first-come, first-served basis.

A Must-Attend Event For Heads, Directors & Senior Managers Of Customer Experience, Insight, Marketing & Digital!

08.30 Registration, Morning Coffee & Objective Setting

08.45 Speed Networking

09.00 GIC Welcome & Interactive Voting Introduction

09.10 Morning Chairman’s Opening Remarks
Nick Fox, Vice President, Client Data Services Transformation, Deutsche Bank AG


09.20 Winning Strategies That Meet Consumer Needs & Drive Results For Excellent Customer Experiences
Anthony Scammell, Strategic Service Development Director, Old Mutual Wealth


09.40 How Can Financial Services Organisations Harness Innovative Technologies For Enhanced Customer Engagement Strategies?
Lorna Kujawa, Assistant Retail Director, NS&I


10.00 Discuss The Latest Innovations & Technologies That Are Overhauling Traditional Financial Services For Competitive Customer Strategies
AI • Cybercrime • Blockchain • Online Payments • Smartbeta • Chatbots • Apps & Mobile
Stephen Magora, Director Data Analytics, Credit Suisse
Adam Turner, Head of Global Data Management, Allianz Global Corporate & Speciality
Steve Maile, Head of Digital, BGL Group – Beagle Street Life Insurance

10.30 From The Information Age To The Age Of Experience
Thomas Cowper Johnson, Insight Director, ServiceTick Ltd

10.45 Refreshment Break With Informal Networking


11.15 Harness Digital Design & Data To Develop Integrated, Connected Customer Experiences That Deliver Business Results & Win End Users
Joanne Phillips, Director, Head of Digital, BlackRock


11.35 Practical Strategies To Manage Data, Segmentation & Changing Regulations To Drive Actionable Results & Improve Customer Interactions
Speaker To Be Announced; Please Check The Websites For Updates


11.55 Delivering A Best-In-Class Digital Customer Experience
Hendrik Kerkhoff, VP Customer Strategy, Barclaycard
Maciej Partyka, Head of Insights, Barclaycard

David Jeans, Associate Client Director, Financial Services, Maru/edr


12.15 Improve End-To-End Customer Experiences, Secure Stakeholder Buy-In & Deliver On The Bottom Line With The Latest Measurement Techniques
Lucy Donaldson, Head of Customer Experience, Group Digital & Transformation COO, Lloyds Banking Group

12.35 Lunch & Informal Networking For Delegates, Partners & Speakers

13.05 P2P Discussions

A) Emerging Regulation & Data Quality
Geoff Barber, Head of Data & Business Intelligence, Principality Building Society

B) Building Effective Customer Propositions
Llewelyn Parkinson, Director Proposition Development, Non Personal Products, RBS

C) Digital Transformation
Steve Maile, Head of Digital, BGL Group – Beagle Street Life Insurance

13.05 Clinics

A) Regulations
Helen Kenyon, Head of Compliance & Conduct Risk, Metro Bank

B) Content Strategies
Ana Jenkins, Digital Content Producer, Investec

13.35 Afternoon Chairman’s Opening Remarks
Nick Joy, Social Media Manager, LV=


13.45 Harness Valuable Customer Insights To Deliver Outstanding Customer Experiences & Loyalty For Boosted ROI
James Baker, Head of Insight, Vitality Health


14.05 Develop Seamlessly-Integrated, Customer-Focused Multi-Channel Journeys That Drive A Consistent Brand Identity & Excellent Experiences
Andius Teijgeler, Director of Customer Experience, ABN AMRO Bank

14.25 Bonus Session; Reserved For Exclusive Partner. To get involved in The Customer Experience Financial Services Conference, please call +44 (0)20 3479 2299 or email partner@financialservicesconference.com for more details.


14.55 Technology & Customer Experience
Join NatWest as they take a practical look at up-and-coming technologies and innovations and how they can manage customer experiences for improved outcomes.
Rob Kerner
Head of Innovation, Business & Private Banking



15.10 Leverage Key Insights & Opportunities Presented By Social Media & Best-Practice Advice On Working Within Regulations To Improve Customer Contact & Experiences
Keith Lewis, UK Social Media Manager, Zurich Insurance

15.30 Refreshment Break With Informal Networking


16.00 Create Strong Brand Awareness In The B2B Market With Exceptional Campaigns That Increase End-Customer Recognition & Engage Intermediaries
16.00 Perspective One
Will Green, Customer Experience Director, Barclays

16.15 Perspective Two
Helene Gullen, Head of Customer Experience, Unum


16.30 Developing Customer Experience Strategies
Debbie Chalmers, Customer Experience Manager, Aldermore Bank PLC


16.45 Drive Change, Boost Internal Collaboration & Ensure Customer Centricity Is Part Of Your Organisational DNA

Guilherme Bueno de Moraes, Director of Customer Intelligence, Commercial Model & Tools, Santander
Gareth Howell, Managing Director Personal Direct & Retail Partnerships, AXA Insurance
Mike Hakkens, Director, Global Client Experience, Fidelity International
Rachel Haworth, Customer Experience Director, Coventry Building Society
Rod Butcher, Client Experience Development Lead, Fidelity International

17.30 Official Close Of Conference & Chair’s Closing Remarks

Please check the website regularly for updates and newly confirmed speakers. For more information on how to get involved in this Customer Experience Financial Services Conference, please email info@financialservicesconference.com or call the team on +44(0)20 3479 2299.