CX NXT – Customer Experience BFSI Summit, London

CX NXT – Customer Experience BFSI Summit, London

3rd Global Edition | 7th May, 2024 | 116 Pall Mall, London

ABOUT THE EVENT

Banking, financial services, and insurance firms have reshaped their customer relationships as digital services become increasingly prevalent in our daily lives, influencing the way they interact with customers.

The banking industry overlooked customer focus, prioritising a product-centric approach. Banks now recognise the importance of developing enhanced services and products that meet customer needs.

Speakers

speaker
Alex Swain Digital Design Director
Deutsche Bank
speaker
Andrew Clayton Former Group Head of CX
Close Brothers
speaker
Anne-Marie Lister Chief People
Officer Atom Bank
speaker
Barry Cooper Head of Customer Service
Moneycorp
speaker
Darko Popovic COO
Multitude Bank
speaker
Ekaterina Mamonova Global Lead, Marketing and Customer Experience
Allianz Commercial
speaker
Janthana Kaenprakhamroy CEO
Tapoly
speaker
Jonathan Roomer Co-Founder
YuLife
speaker
Jonny Fry Group Head of Digital Asset Strategy
ClearBank
speaker
Michelle Prance CEO
NatWest Group
speaker
Ricardo Chaves Executive Director
BPI Caixabank
speaker
Severin Mayer-Heinisch Director, Corporate Customer Experience & Strategy
Raiffeisen Bank International AG
speaker
Stephen Yap Research Director
CCMA

Agenda

09:30 AM
Welcome Note
09:40 AM
Opening Keynote Address: Achieving a Flawless Customer Journey

In today's tech-driven landscape, where industry leaders like Netflix, Amazon, and Google set the bar for customer experiences, a bank’s or financial service firm’s ability to deliver exceptional service is paramount. In the BFSI sector, achieving a flawless digital journey, adopting an omnichannel strategy, and providing personalised interactions is imperative. But it's easier said than done! Michelle will be taking a closer look at: 

  • The evolution of BFSI compared to digital natives
  • What is the importance of data underpinning customer experiences
  • Understanding company culture
  • Looking outside in - using tools and techniques to drive CX
  • Measures of success – what matters most to customers
speaker
Michelle Prance CEO
NatWest Group
10:00 AM
Panel: What Customers Want – Understanding Customers on A Granular Level

At the heart of transformation in today’s fiercely competitive European banking landscape lies a critical imperative: customer obsession. It’s no longer sufficient for organisations to merely understand their customers’ banking needs; they must now venture into the depths of their goals, aspirations, and challenges. 

  • What the Digital Transformation journey in BFSI means for marketing
  • Sentiment analysis and customer Insights: How ML&AI can analyse solicited & unsolicited feedback to gain deeper, more actionable insight
  • The role of data analytics in personalising customer experience
speaker
Darko Popovic COO
Multitude Bank
speaker
Janthana Kaenprakhamroy CEO
Tapoly
speaker
Severin Mayer-Heinisch Director, Corporate Customer Experience & Strategy
Raiffeisen Bank International AG
10:30 AM
Keynote: Measuring What Matters: Strategies for Effective CX Measurement

Measuring customer experience (CX) is vital for organisations aiming to enhance customer satisfaction, loyalty, and business success. However, the world of CX metrics can be complex and overwhelming. This session will hear from a renowned CX expert  and thought leader to discuss the art and science of CX measurement.

  • Are existing metrics frameworks still fit for purpose?
  • Where can you encapture trust with results?
  • How do you select which CX measurement tool is the right one for your business to obtain the most accurate CX outcomes and ROI? 


10:50 AM
Panel: What Does Banking Mean to Gen Z?

Banks have to undertake a deeper analysis if they want to accommodate customers’ preferences. This panel will explore more on how the BFSI sector is accommodating more personalised experience to connect with customers and how embedding AI into products can enable a more personalised customer experience.

  • Best practices for collecting and analysing customer data
  • Applying personalised experiences that accommodate all generational needs
  • Implementing AI and machine learning for predictive recommendations
  • Case studies of successful personalisation initiatives in BFS
speaker
Andrew Clayton Former Group Head of CX
Close Brothers
speaker
Jonny Fry Group Head of Digital Asset Strategy
ClearBank
11:10 AM
Coffee Break
11:40 AM
Case study: Using gamification to "insure" customer happiness

Rewards and loyalty programs have evolved into a battleground of competition in Financial Services - but they are no longer enough. Discover firsthand how the innovative fusion of gamification, behavioural science, and rewarding strategies led to a Net Promoter Score (NPS) of 84, while achieving unparalleled customer retention and engagement in the Insurance industry.

speaker
Jonathan Roomer Co-Founder
YuLife
11:55 AM
Keynote: Beyond Transactions: Crafting Exceptional Customer Journeys in Mobile Banking

The journey for banks to evolve their mobile banking properties to match consumer expectations for personalised care has just begun. This presentation will look into how you can achieve the balance of a digital and human touch to create a seamless banking experience for the modern day customer.

  • Personalising the Digital Experience
  • Where can emerging AI technologies and virtual assistants aid the customer journey?
  • Humanising customer service channels
12:10 PM
Panel Debate: Getting the Best of Both Worlds: People and Tech in Customer Contact

With AI becoming increasingly essential in customer contact, let's talk about how this shift affects those working in contact centres. How can we create an environment that brings out the best in both our skilled professionals and the cutting-edge technology we use?

speaker
Barry Cooper Head of Customer Service
Moneycorp
speaker
Stephen Yap Research Director
CCMA
12:40 PM
Keynote: Branding & UX Design: The Visual Elements of CX

Explore the visual aspects of branding and UX design and their impact on CX.

  • The role of branding in shaping customer perceptions
  • Design principles for creating user-friendly digital interface
  • Case studies of successful branding and UX design strategies
speaker
Alex Swain Digital Design Director
Deutsche Bank
12:55 PM
Lunch Break
02:00 PM
Navigating Regulatory Waters: CX Compliance in the Era of Consumer Duty and PSR Regulation

Along with evolving expectations around the customer experience, banks need to align customer-centric transformation with changing regulatory requirements. Consumer Duty a year on and changes to the Payment Systems Regulator (PSR) have significantly reshaped the regulatory framework in the industry. This presentation delves into the intricacies of these regulatory shifts and their profound impact on Customer Experience. Join us for an insightful exploration of how BFSI organisations can successfully navigate these regulatory waters while delivering exceptional CX

02:15 PM
Fireside chat: Neobanks in the Digital Era: Unleashing AI's Potential for Financial Innovation

With the advent of digitalisation and advancements in technology, neobanks are capitalising on the power of artificial intelligence (AI), machine learning, big data analytics, and cloud computing to provide a range of financial solutions. In this panel we will look to see how traditional banks are also taking gain with emerging technologies or is it neobanks steering the wheel?

  • How have CX expectations evolved for the modern-day customer?
  • How neobanks make customer-centricity a foundational element of their DNA. Explore how this commitment shapes their product offerings, service, and overall business approach
  • How might the importance of trust in the relationship between neobanks and customers shape the future of the financial industry?
  • Harnessing the current technology,  innovative functionality and smart marketing techniques to attract and retain users
02:35 PM
Panel: Validating ROI: The Quest for CX Excellence

Join us for an insightful panel discussion where industry leaders and experts explore the intricate journey of validating Return on Investment (ROI) within the realm of Customer Experience (CX)

  • Metrics that Matter. Identifying and prioritising key performance indicators (KPIs) crucial for measuring CX impact.
  • Insights from CXOs on aligning metrics with overall business objectives.
  • Financial Lens on CX: Perspectives from CFOs on quantifying the financial impact of CX initiatives.
  • Balancing short-term gains with long-term customer loyalty for sustained financial success.
  • Strategic Marketing Alignment: CMOs' insights into aligning CX efforts with marketing strategies for maximum impact.
  • Leveraging customer experience as a competitive differentiator in the market.
speaker
Ekaterina Mamonova Global Lead, Marketing and Customer Experience
Allianz Commercial
03:05 PM
Coffee Break


03:35 PM
Case study: AI as a Person: How to leverage ML and generative AI to achieve mass personalisation in financial services

Everyday we are closer to having available the technology to achieve superior levels of automation with “human like” levels of product and service customization to each customer needs, behaviours and context. Nevertheless, most large companies struggle to transform their businesses to achieve state of the art outcomes based on AI. The challenge is far beyond capex and we’ll deep dive into the key success factors to achieve a transformation based on AI and deliver a hyper-personalised experience to your client while streamlining your delivery model.

speaker
Ricardo Chaves Executive Director
BPI Caixabank
03:50 PM
Keynote: Nurturing Exceptional Talent: Driving EX and CX Success in BFSI

As Richard Branson says, “Loyal employees in any company create loyal customers, who in turn create happy shareholders.” Hear from an industry expert who will echo this statement and explores how talent shapes a brand’s CX offering, including the various ways they support employees and how that support translates to customer engagement, empathy, and trust. 

speaker
Anne-Marie Lister Chief People
Officer Atom Bank
04:05 PM
Closing Remarks
04:10 PM
Networking Reception

Sponsors

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Past Sponsors
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Venue

116 Pall Mall

116 Pall Mall, London SW1Y 5ED, United Kingdom

116 Pall Mall is a magnificent Georgian building in the heart of London, just moments from some of the city’s most sought-after spots. Opened in 1828, it’s now home to the Institute of Directors.

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