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!

an engaged audience of risk professionals at Customer Experience Europe by CeFPro Events

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

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Jürgen Blumberg
Chief Operating Officer EMEA
Goldman Sachs

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Cat Gallagher
Head of Commercial, Non-Executive Director
UBank

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Ange Johnson De Wet
Director, Head of Engineering
NatWest Group

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Lee Walker
Global Head of Extended Client Proposition
Barclays

Hakan Isik, Head of User Experience at Citi is speaking at Customer Experience Europe

Hakan Isik
Head of User Experience
Citi

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Robert Garlick
Managing Director
Citi Global Insights

Parag Kumar, Executive Director, Compliance and Operational Risk Digitalisation at JP Morgan is speaking at Customer Experience Europe on AI

Parag Kumar
Head Executive Director, Compliance and Operational Risk Digitalisation
JP Morgan

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Philip Bonhard
Head of Experience Design – Homes & Mortgages
Lloyds Banking Group

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Nick Brazier
Head of Customer, Third Party & Property
Close Brothers

Natalie Fuller, Head of Customer Experience and Communications at Cashplus is speaking at Customer Experience Europe

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

CeFPro Connect, Knowledge sharing platform for risk professionals

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

View Session Details

  • 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
Frans

Frans Van Bruggen, Senior Policy Officer – Fintech & Artificial Intelligence, De Nederlandsche Bank

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Shabbir Tahasildar, Operational Risk Lead for Technology, Information Security and Third-Party Risk, Handelsbanken plc. (UK)

9:50 – 10:30

VALUE
Measuring and demonstrating the value of driving customer experience

View Session Details

  • 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
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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

View Session Details

  • 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
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Philip Bonhard, Head of Experience Design – Homes & Mortgages, Lloyds Banking Group

Parag Kumar, Executive Director, Compliance and Operational Risk Digitalisation at JP Morgan is speaking at Customer Experience Europe on AI

Parag Kumar, Executive Director, Compliance and Operational Risk Digitalisation, JP Morgan

Paul Mullins

Paul Mullins, former Managing Director, HSBC

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

View Session Details

  • 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?
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Robert Garlick, MD, Head of Innovation, Technology and Future of Work, 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

View Session Details

  • 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
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Simon Separghan, Managing Director, Customer Experience & Contact, NatWest Group

2:10-2:40

DIGITALIZATION
Balancing digital implementation whilst retaining customer relationships

View Session Details

  • 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.

Click here to view Yawar’s pre-event interview.

2:40-3:10

Afternoon refreshment break and networking

3:10-3:50

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

View Session Details

  • 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
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Esin Over, Head of Digital Engagement, First Direct

3:50-4:30

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

View Session Details

  • 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

4:30-5:10

DATA PROTECTION
Gaining customer trust and reassurance that data is protected

View Session Details

  • 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
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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.

View Session Details

  • 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
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Hakan Isik, Head of User Experience, Citi Commercial Bank

9:40 – 10:30

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

View Session Details

  • 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
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Hasintha Gunawickrema, Chief Control Officer, Wealth and Personal Banking, HSBC

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Cat 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

View Session Details

  • 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
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Nick Brazier, Head of Customer, TPM & Property, Close Brothers

11:40-12:10

OPERATIONAL RESILIENCE
Aligning strategic customer experience objectives with operational resilience requirements

View Session Details

  • 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

Click here to read Ron’s pre-event interview.

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Ron Lay, Director, Investia

12:10-1:10

Lunch break and networking

1:10-1:50

KYC
Understanding the customer and their requirements

View Session Details

  • 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
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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

View Session Details

  • 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
  • Attracting institutional clients to services
  • Process automation for professional customers
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Lee Walker, Global Head of Extended Client Propositions, Digital Assets, Digital Security, Digital CX, Barclays

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Juergen Blumberg, COO for EMEA GS ETF Accelerator, Goldman Sachs

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Natalie Fuller, Head of Customer Experience and Communications, Cashplus

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Ajay Mitha, former Managing Director of Servicing, Tandem Bank

2:40-3:10

Afternoon refreshment break

3:10-3:50

CRISES
Supporting customers through economic crises and offering tailored services

View Session Details

  • 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

3:50-4:20

PERSONALIZATION
Leveraging analytics to personalize products to specific target customer segments

View Session Details

  • 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

4:20-4:30

Chair’s closing remarks

4:30

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

CeFPro Connect, Knowledge sharing platform for risk professionals

Speakers

#image_title

Juergen Blumberg
COO for EMEA GS ETF Accelerator
Goldman Sachs

#image_title

Philip Bonhard
Head of Experience Design – Homes & Mortgages
Lloyds Banking Group

#image_title

Nick Brazier
Head of Customer, TPM & Property
Close Brothers

#image_title

Natalie Fuller
Head of Customer Experience and Communications
Cashplus

#image_title

Cat Gallagher 
Head of Commercial – Non-Executive Director
UBank

#image_title

Robert Garlick
MD, Head of Innovation, Technology and Fire of Working
Citi Global Insights

#image_title

Hasintha Gunawickrema
Chief Control Officer, Wealth and Personal Banking
HSBC

#image_title

Ange Johnson De Wet
Director Head of Engineering
NatWest Group

#image_title

Hakan Isik
Head of User Experience
Citi

Parag Kumar, Executive Director, Compliance and Operational Risk Digitalisation at JP Morgan is speaking at Customer Experience Europe on AI

Parag Kumar
Executive Director, Compliance and Operational Risk Digitalisation
JP Morgan

#image_title

Ron Lay
Director
Investia

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Ajay Mitha
former Managing Director of Servicing
Tandem Bank

Paul Mullins

Paul Mullins
former Managing Director
HSBC

HEADSHOT8-1-100x100-1-2

Esin Over
Head of Digital Engagement
First Direct

#image_title

Andrzej Pyka
Chief Transformation Officer
Santander Poland

#image_title

Shabbir Tahasildar
Operational Risk Lead for Technology, Information Security and Third-Party Risk 
Handelsbanken plc. (UK)

#image_title

Simon Separghan
Managing Director, Customer Experience & Contract
NatWest Group

Frans

Frans Van Bruggen
Senior Policy Officer – Fintech & Artificial Intelligence
De Nederlandsche Bank

#image_title

Gagan Singh
Group Data Protection and Digital Risk Manager
Legal and General

#image_title

Lee Walker
Global Head of Extended Client Propositions, Digital Assets, Digital Security, Digital CX
Barclays

Sponsors

Co-sponsor

Content and media partners

CeFPro Connect, Knowledge sharing platform for risk professionals

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.

Venue & FAQs

Etc. venues Monument
Principal Suite (4th Floor)
8 Eastcheap
London
EC3M 1AE

There is no accommodation available at the venue however, there is plenty available near by. For recommendations, please click below.

Frequently Asked Questions

Can I share my thought leadership at Customer Experience Europe?

CeFPro are happy to discuss speaking opportunities at the Customer Experience Europe Summit. For further information on this please contact production@cefpro.com if you are from a financial institutions / sales@cefpro.com if you are an information/service provider or call us on +44 (0)207 164 6582.

Will there be opportunities to network with other attendees?

There are ample opportunities for networking and interaction throughout the Summit, such as:

  • 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?

Registration includes breakfast, refreshment breaks, lunches, the drinks reception at the end of day-1, full access to the sessions and exhibition area. Presentations from the sessions are also available via our post-event website, available on CeFPro Connect under Course Materials once the Summit has taken place.

Where can I find the Summit documentation and speaker presentations?

All registered attendees will receive an email with access to documentation and speaker presentations after the Summit* We will work with our presenters to include as many presentations as possible on our App during the Summit.

*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?

Yes. As with all of our events the Center for Financial Professionals will be providing brilliant coffee, breakfast, lunch, refreshments, and smaller bites during the networking breaks.

Are there any rules on dress code?

Business attire is requested. The Summit is a formal opportunity to network with like-minded professionals and to gain knowledge from the industry’s finest risk management experts.

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 by September 29 to take advantage of our Super early bird offer.

Need assistance with your registration? Get in touch with us via email below, or call us on +44 (0)207 164 6582.

Super early bird rate | Expires Sept 29

Representing a financial institution or government body
£599*

E.g. Bank, Insurance company, Asset manager, Regulator

Representing an information or service provider
£1399*

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.