Why should you attend?
Join us in November for the Customer Experience Europe Summit.
Following positive feedback from our inaugural event that took place in NYC in 2022, Customer Experience Europe makes its debut in London!
The banking landscape is evolving, and it is important to know how to stay ahead of the competition by learning from industry experts on the latest trends. CeFPro conducted 30+ research calls with subject matter experts, assembling an impressive line-up of presenters to share their insights on timely topics, creating an outstanding agenda. With 7+ hours of networking opportunities, over 20 sessions, and a networking drinks reception makes this a must-attend Summit!
Key highlights
- AI:
Understanding the incorporation of artificial intelligence in banking to deliver best customer experience
- DIGITALIZATION:
Retaining customer relationships whilst balancing the digitalisation of financial services
- CUSTOMER JOURNEY:
Understanding the importance of the customer journey to enhance the customer experience
- DATA PROTECTION:
Leveraging and reviewing data to ensure customer data is protected
- ECOSYSTEMS:
Competitive advantage, innovation, and defining objectives
- OPERATIONAL RESILIENCE:
Aligning objectives and developing frameworks to achieve customer experience objects
- KYC:
Knowing your customer and understanding their requirements
- CUSTOMER ENGAGEMENT:
Leveraging an omnichannel approach in enhancing customer engagement
An engaging and interactive agenda spread across 2-days
Participate in a comprehensive exploration of the topics at hand via presentations, panel discussions, and live Q&As to facilitate learning and engagement.
Listen in as subject matter experts share their knowledge
Our line-up of 30+ knowledgeable and experienced practitioners speakers bring the highest standard within the industry, offering fresh perspectives and insights for you to return to your department with.
7+ hours of available networking opportunities
Continue conversations from inside the auditorium over coffee, lunch, and at our complimentary drinks reception. Make meaningful career-long industry connections to use to your professional advantage.
Hear from subject matter experts and industry front-runners
Key speakers
Jürgen Blumberg
Chief Operating Officer EMEA
Goldman Sachs
Catherine Gallagher
Head of Commercial, Non-Executive Director
UBank
Ange Johnson De Wet
Director, Head of Engineering
NatWest Group
Lee Walker
Global Head of Extended Client Proposition
Barclays
Hakan Isik
Head of User Experience
Citi
Robert Garlick
Managing Director
Citi Global Insights
Yawar Choudhry
Head of Client Services Proposition
Legal and General
Philip Bonhard
Head of Experience Design – Homes & Mortgages
Lloyds Banking Group
Nick Brazier
Head of Customer, Third Party & Property
Close Brothers
Natalie Fuller
Head of Customer Experience and Communications
Cashplus
Session previews and related insights
Get an insight of what to expect from the Summit with our past and present speaker session previews.
Balancing digital implementation whilst retaining customer relationships
Balancing digital implementation whilst retaining customer relationships Yawar Choudhry, Head of Client Services Proposition, Legal & General Below is an insight into what can be expected from Yawar's participation at CeFPro's Customer Experience Summit. {{ vc_btn: title=Find+out+more+about+Customer+Experience+Europe&style=outline-custom&outline_custom_color=%23001c64&outline_custom_hover_background=%23001c64&outline_custom_hover_text=%23ffffff&link=url%3Ahttps%253A%252F%252Fwww.cefpro.com%252Fforthcoming-events%252Fcustomer-experience-europe%252F }} The views and opinions expressed in this article are those of the thought leader as an individual, and are not attributed
Ensuring generative AI tools for use within AI applications are used ethically and responsibly
Ensuring generative AI tools for use within AI applications are used ethically and responsibly Dr. John Rates Almasan, Senior Managing Director, Head of ClienTech and AI, TIAA Below is an insight into what can be expected from John's participation at CeFPro's Digital Banking Congress. {{ vc_btn: title=Find+out+more+about+Digital+Banking+USA&style=outline-custom&outline_custom_color=%23d51224&outline_custom_hover_background=%23d51224&outline_custom_hover_text=%23ffffff&link=url%3Ahttps%253A%252F%252Fwww.cefpro.com%252Fforthcoming-events%252Fdigital-banking%252F }} The views and opinions expressed in this article
Anticipating how real-time payments landscape will continue to grow over the next year
Anticipating how real-time payments landscape will continue to grow over the next year Jim Maimone, SVP, Senior Enterprise Payments Platform Product Manager, Citizens Bank Below is an insight into what can be expected from Jim's participation at CeFPro's Digital Banking Congress. {{ vc_btn: title=Find+out+more+about+Digital+Banking+USA&style=outline-custom&outline_custom_color=%23d51224&outline_custom_hover_background=%23d51224&outline_custom_hover_text=%23ffffff&link=url%3Ahttps%253A%252F%252Fwww.cefpro.com%252Fforthcoming-events%252Fdigital-banking%252F }} The views and opinions expressed in this article are those of
Anticipating how real-time payments landscape will continue to grow over the next year
Anticipating how real-time payments landscape will continue to grow over the next year Barry Baird, Head of Payment, TD AMCB, TB Bank Below is an insight into what can be expected from Barry's participation at CeFPro's Digital Banking Congress. {{ vc_btn: title=Find+out+more+about+Digital+Banking+USA+&style=outline-custom&outline_custom_color=%23d51224&outline_custom_hover_background=%23d51224&outline_custom_hover_text=%23ffffff&link=url%3Ahttps%253A%252F%252Fwww.cefpro.com%252Fforthcoming-events%252Fdigital-banking%252F }} The views and opinions expressed in this article are those of the thought leader
Sponsors
Would your organisation like to partner with us?
To discuss how we can deliver your thought-leadership at the event, help you generate leads, and provide you with unique networking and branding opportunities, please contact sales@cefpro.com or call us on +44 (0)207 164 6582 for more information.
Co-sponsor
Content and media partners
Agenda
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
 |
Vivek Jain, Head of Audit, Insurance & Investments, Data, Lloyds Banking Group |
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Shabbir Tahasildar, Operational Risk Lead for Technology, Information Security and Third-Party Risk, Handelsbanken plc. (UK) |
 |
Frans Van Bruggen, Senior Policy Officer – Fintech & Artificial Intelligence, De Nederlandsche Bank |
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
 |
Ange Johnson De Wet, Director Head of Engineering, NatWest Group |
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
 |
Philip Bonhard, Head of Experience Design – Homes & Mortgages, Lloyds Banking Group |
 |
Andrew Fleming, VP, ML and Reporting Demand and Programme Management, Deutsche Bank |
|
|
Parag Kumar, Executive Director, Compliance and Operational Risk Digitalisation, JP Morgan |
11:50-12:30
Driving employee experience to drive customer experience
Reviewing the changing servicing model and evolution of expectations as a result of pandemic
- CX is barbelling into automated solutions and higher end service. Humans are needed to deliver both, yet employee engagement levels are low today and anxiety is rising.
- This anxiety comes partly from increasing fears that both Artificial Intelligence and digital labour will substitute workers.
- How can we manage the opportunities and challenges to drive Employer Experience in order to drive Customer Experience?
 |
Robert Garlick, Managing Director, Citi Global Insights |
12:30-1:30
Lunch break and networking
1:30-2:10
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
 |
Simon Separghan, Managing Director, Customer Experience & Contact, NatWest Group |
2:10-2:40
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.
 |
Yawar Choudhry, Head of Client Services Proposition, Legal & General |
2:40-3:10
Afternoon refreshment break and networking
3:10-3:50
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
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Andrzej Pyka, Chief Transformation Officer, Santander Poland |
3:50-4:30
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
 |
Jürgen Blumberg, Chief Operating Officer EMEA, Goldman Sachs |
4:30-5:10
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
 |
Gagan Singh, Group Data Protection and Digital Risk Manager, Legal and General |
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
 |
Hakan Isik, Head of User Experience, Citi |
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
 |
Hasintha Gunawickrema, Chief Control Officer, Wealth and Personal Banking, HSBC |
 |
Catherine Gallagher, Head of Commercial – Non-Executive Director, UBank |
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
 |
Nick Brazier, Head of Customer, TPM & Property, Close Brothers |
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
 |
Ron Lay, Senior Executive, Investia |
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
- Prioritizing the outcome of products
|
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Hasintha Gunawickrema, Chief Control Officer, Wealth and Personal Banking, HSBC |
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
 |
Lee Walker, Global Head of Extended Client Propositions, Digital Assets, Digital Security, Digital CX, Barclays |
 |
Natalie Fuller, Head of Customer Experience and Communications, Cashplus |
 |
Ajay Mitha, former Managing Director of Servicing, Tandem Bank |
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
Would your organization like to partner with us on this event?
To discuss how we can deliver your thought-leadership at the event, help you generate leads, and provide you with unique networking and branding opportunities, please contact sales@cefpro.com or call us on +44 (0)207 164 6582 for more information.
Sponsors
Co-sponsor
Content and media partners
Speakers
Jürgen Blumberg
Chief Operating Officer EMEA
Goldman Sachs
Philip Bonhard
Head of Experience Design – Homes & Mortgages
Lloyds Banking Group
Nick Brazier
Head of Customer, TPM & Property
Close Brothers
Yawar Choudhry
Head of Client Services Proposition
Legal & General
Andrew Fleming
VP, ML and Reporting Demand and Programme Management
Deutsche Bank
Natalie Fuller
Head of Customer Experience and Communications
Cashplus
Catherine Gallagher
Head of Commercial – Non-Executive Director
UBank
Robert Garlick
Managing Director
Citi Global Insights
Hasintha Gunawickrema
Chief Control Officer, Wealth and Personal Banking
HSBC
Vivek Jain
Head of Audit, Insurance & Investments, Data
Lloyds Banking Group
Ange Johnson De Wet
Director Head of Engineering
NatWest Group
Hakan Isik
Head of User Experience
Citi
Parag Kumar
Executive Director, Compliance and Operational Risk Digitalisation
JP Morgan
Ron Lay
Senior Executive
Investia
Ajay Mitha
former Managing Director of Servicing
Tandem Bank
Andrzej Pyka
Chief Transformation Officer
Santander Poland
Shabbir Tahasildar
Operational Risk Lead for Technology, Information Security and Third-Party Risk
Handelsbanken plc. (UK)
Simon Separghan
Managing Director, Customer Experience & Contract
NatWest Group
Frans Van Bruggen
Senior Policy Officer – Fintech & Artificial Intelligence
De Nederlandsche Bank
Gagan Singh
Group Data Protection and Digital Risk Manager
Legal and General
Lee Walker
Global Head of Extended Client Propositions, Digital Assets, Digital Security, Digital CX
Barclays
Sponsors
Co-sponsor
Content and media partners
Venue & FAQs
Etc. venues Monument
Principal Lounge (4th Floor)
8 Eastcheap
London
EC3M 1AE
There is no accommodation available at the venue however, there is plenty available near by.
Frequently Asked Questions
Can I share my thought leadership at Customer Experience Europe?
Will there be opportunities to network with other attendees?
- Breakfast, lunch and refreshment breaks
- Drinks reception at the end of day-1
- Q&As, panel discussions, and audience participation technology
What is included within the registration fee?
Where can I find the Summit documentation and speaker presentations?
*Please note that our speakers often have to gain permission from their relevant compliance departments to release their presentations. On rare occasions compliance may not allow presentations to be distributed.
Will breakfast, lunch and refreshment be provided?
Are there any rules on dress code?
Register
Register for Customer Experience Europe today and join the likes of 150+ industry professionals and subject matter experts looking to engage in meaningful conversation and discuss the latest industry developments, challenges, and trends.
Register now and take advantage of CeFPro’s special Launch rate offer.
Don’t miss out, we only have a limited number of tickets available.
Need assistance with your registration? Get in touch with us via email below, or call us on +44 (0)207 164 6582.
Launch rate special | Expires Aug 25
E.g. Bank, Insurance company, Asset manager, Regulator
E.g. Consultant, Vendor, Executive search firm, Law firm
Prices do not include VAT
*To qualify for the preferential ‘early bird’ rates, registration must be received by the close of the ‘early bird’ working day, and payment can be made at the time of registering, or up to a week after registration is made an invoice sent. CeFPro reserves the right to increase rates should payment be delayed significantly. Should a delegate register at a rate that is inaccurate, CeFPro reserves the right to issue an additional invoice for the outstanding amount.