8:00 – 8:50

Registration and breakfast

8:50 – 9:00

Chair’s opening remarks

9:00 – 9:50

REGULATION – PANEL DISCUSSION
Analyzing the regulatory landscape and further changes on the horizon

• Managing global regulatory change
• Prioritizing protection of customers
• Managing impact to customers
• Impact of financial promotions restrictions
  • Managing messaging for customers
• Balancing onboarding experience with requirements
• Interpretation of regulations across organizations
• Future UK and EU AI regulations
• Balancing data privacy regulations with innovation
• Ethical considerations with changing landscape
• Introduction of consumer duty
  • Prioritizing changes and implementation

9:50 – 10:30

VALUE
Measuring and demonstrating the value of driving customer experience

• Investing in customer centricity
• Building capabilities around customer experience
  • Developing across the organization
• Data and analytic capabilities to identify value
  • Tracking and modeling benefits
• Building breadth and depth of customer centric capability
  • Developing a strategy across the organization
• Moving away from legacy systems and integrating cloud and AI technology
• Mapping UX and CX with budget and operational cost savings

10:30-11:00

Morning refreshment break and networking

11:00-11:50

AI – PANEL DISCUSSION
Weaving artificial intelligence and machine learning into customer experience and customer service

• Leveraging AI to drive customer experience
• Impact of ChatGPT on AI product launches
• Effective deployment to protect reputation
• Streamlining processes and terminology
• Understanding the potential of AI and large language models
• Introducing new products through an AI powered engine
• Leveraging for KYC to tailor products
• Managing risks of AI from a bad actor perspective

11:50-12:30

BOTS
Balancing innovation with customer experience and re-building customer trust in use of bots

• Reviewing use of bots for customer help and support
• Engagement strategies with customers
  • Personalizing engagement
• Feeding bots information to cover scope of customer enquiries
• Leveraging bots for secure customer authentication
• Ethical considerations with potential misinformation
• Reassuring customers that engagement is protected and encrypted
• Optimizing cost efficiency without compromising customer service
• Balancing when human empathy is needed with then chat bots could best serve

12:30-1:30

Lunch break and networking

1:30-2:10

DIGITALIZATION
Balancing digital implementation whilst retaining customer relationships

• Identifying areas digitalization can enhance
  • Complementing human relationships
• Understanding complexities of customer populations
• Prioritizing budget and resources
• Making the digital customer journey seamless
• Digitalization as a competitive advantage
• Leveraging omnichannel support
• Understanding customer age segmentation and services they are looking for.

2:10-2:40

PERSONALIZATION
Leveraging analytics to personalize products to specific target customer segments

• Reviewing mass, group and individual personalization
• Leveraging AI predictive analytics for algorithm scoring
• Identifying customer propensity to use products
• Personalizing offers unique to affordability
• Market segmentation for product tailoring
• Tailoring products to a profile or spending pattern
• Increasing engagement and building loyalty
• Leveraging to differentiate from competition offerings

2:40-3:10

Afternoon refreshment break and networking

3:10-3:50

CUSTOMER DEMANDS
Keeping up with customer demands as digital expectations and sophistication continue to evolve

• Change requirements of organizations and product offerings
• Simplicity of products to communicate effectively
• Designing products around the whole customer experience
• Keeping products competitive and good value
• Satisfying regulatory requirements whilst keeping things simple for customers
• Reviewing challenger bank approaches
• Innovation for business banking accounts

3:50-4:30

DATA PROTECTION
Gaining customer trust and reassurance that data is protected

• Gathering and protecting customer data
• Managing reluctance to share personal data
• Data governance and privacy requirements
• Collecting and leveraging unstructured data
• Developing safeguards to protect data
• Increased sophistication of threat actors
• Managing antiquated customer expectations
  • Favoring postal service over technology authentication

4:30-5:10

SERVICE MODEL
Reviewing the changing servicing model and evolution of expectations as a result of pandemic

• Evolution from in branch to website to app reliance
• Servicing customers on areas outside of basic app functionality
• Customer service call center roles
  • Customer perception of call center teams
• Managing slow pace of change within large financial institutions
• Trend towards reduction in branch footprint
• Impact of digital only experiences on loyalty

5:10-5:20

Chair’s closing remarks

5:20

End of day one and networking drinks reception

8:00 – 8:50

Registration and breakfast

8:50 – 9:00

Chair’s opening remarks

9:00 – 9:40

DATA PROCESSING
Leveraging data driven decision processes and enhancing financial opportunities for customers.

• Harnessing data to better serve customers
• Introduction of AI and interoperability with data driven support
• Passing new products to customer to support their journey
  • Providing support amidst economic volatility
• Segmenting populations to target specific products to provide assistance
• Ensuring complete and timely data with full lineage
• Developing analytical processes to collect and analyze data
• Leveraging AI for scenario analysis to enhance decision making

9:40 – 10:30

STARTUP ECOSYSTEM – PANEL DISCUSSION
Navigating the competition landscape and staying ahead of innovation

• Competing with large organizations launching finance products
  • Apple cards and finance product
• Working with technology companies with limited compliance experience
• Attracting and retaining talent in traditional banking organizations
• Competing against agile nature of fintech and smaller companies
• Remaining competitive against technology driven fintechs
• Infrastructure investment requirements
• Educating customers on digital banking
• Simplification of processes from fintech

10:30-11:00

Morning refreshment break and networking

11:00-11:40

PARTNER ECOSYSTEM
Developing partner ecosystem and leveraging outsourced services to achieve objectives

• Maintaining service and keeping pace with technology
• Leveraging partner experience and use cases
• Ensuring service is fit for purpose and resilient
• Regulations on criticality of suppliers and concentration risk
• Ensuring continuity of service for customers
• Blending in-house and outsourced teams for CX
• Offshoring teams’ impact to experience with balancing quality
• Delivering consistent, high-quality assurance
• Considerations for business reputation damage

11:40-12:10

OPERATIONAL RESILIENCE
Aligning strategic customer experience objectives with operational resilience requirements

• Reviewing regulation and potential fines
• Maintaining services and mitigating customer outages
• Developing a framework to ensure business continuity
• Reviewing important business services
• Maintaining a customer centric lens
• Addressing materiality of service providers

12:10-1:10

Lunch break and networking

1:10-1:50

KYC
Understanding the customer and their requirements

• • Prioritizing the outcome of products
    • e., mortgages as a means to a home
  • Aiding customers to achieve outcomes in an ethical way
  • Implementing a culture of transparency
  • Understanding the human problem and need
  • Enhancing design functions to understand the customer

1:50-2:40

CUSTOMER ENGAGEMENT – PANEL DISCUSSION
Leveraging an omnichannel approach to enhance engagement of customers

• • Operationalizing end to end processes
  • Considering emotion and sentiment in relationships
  • Humanizing the digital experience
  • Developing a holistic approach to behavioral science
  • Changing culture to prioritize customers over revenue targets
  • Tailoring marketing to demographics
    • Connecting imagery
  • Leveraging complaints data to identify product gaps

2:40-3:20

CRISES
Supporting customers through economic crises and offering tailored services

• Help and support during cost of living crisis
• Offering advice to customers in hard times
• Ensuring products are fit for purpose in new environment
• Putting the customer at the heart of what you do
• Gathering data to understand customer challenges
• KYC practices to enhance service

3:20-3:50

Afternoon refreshment break

3:50-4:30

CUSTOMER JOURNEY
Understanding the ‘why’ in customer journey to enhance customer experience

• Reviewing the process to enhance customer and colleague journey
• CX and design influence to create a customer first focus
• Understanding the theory behind customer journey
• Service design and CX
• Requirements during discovery phase to enhance problem solving
• Developing a unified language for service design
• Approaches to customer experience
• CX as the new marketing arm
• Development of professional service design qualifications

4:30-5:10

COLLABORATION
Managing meeting overload and enhancing efficiency in a remote environment

• Enhancing efficiency in meetings to drive collaboration
• Balancing remote and in office efficiencies
• Impact of ‘zoom culture’
• Innovative solutions to enhance collaboration remotely
• Updating culture for virtual collaboration
• Allocating diary space outside of zoom meetings

5:10-5:20

Chair’s closing remarks

5:20

End of Summit