

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

Cat 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

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

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
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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.
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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
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
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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 |
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Parag Kumar, Executive Director, Compliance and Operational Risk Digitalisation, JP Morgan |
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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.
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Co-sponsor
Content and media partners
Speakers

Juergen Blumberg
COO for EMEA GS ETF Accelerator
Goldman Sachs

Jürgen Blumberg
Jürgen Blumberg is COO for EMEA at Goldman Sachs Asset Management. He has an equity trading background followed by 11 years of experience in the ETF industry. Before joining Goldman Sachs Asset Management, Jürgen was responsible for the ETF Capital Markets Team at Invesco. He started his ETF career at iShares in Munich, focusing on the liquidity of the continental ETF platform. Jürgen has a diploma in economics from Ludwig-Maximilians-Universität Munich. In 2016 he was voted “top 40 under 40 asset management” by Financial News in London.

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

Philip Bonhard
Dr Philip Bonhard is the Head of Design – Security, Authentication and Identity at LBG. In a nutshell he makes sure security / fraud projects consider human needs before jumping to solutions and then helps getting the right designers on-board, like UX, Service, Visual, Conversation. Before that he looked after the customer experience of LBG’s mortgages business. Prior to joining Lloyds, he worked in academia, big consulting firms and ran his own design agency. He holds a PhD in Human Computer Interaction from University College London.
Most importantly he’s passionate about designing products / services that make people’s lives better. Other than that he likes to build stuff for his two daughters and tinker with his raspberry pie / arduino boards with the occasional Lego thrown in. He strongly believes that building stuff is more important than describing it.

Nick Brazier
Head of Customer, TPM & Property
Close Brothers

Nick Brazier
Nick is Fellow of the Chartered Institute of Purchasing and Supply with almost 25 years Third Party Management experience across diverse markets. A proven track record of Procurement transformation, value creation and Third Party risk management within market leading organisations.
Nick is a passionate Customer, client and partner advocate with a desire to ensure exceptional experiences and positive outcomes across the full end to end journey. Working across customer and partner insights, centrally coordinated customer and partner operating frameworks, voice of customer, metrics, vulnerability, complaints, etc
Nick’s wider experience includes strategic development and leadership of cross functional teams, managing operational teams, change management, senior stakeholder management, BPO, demand management and supply chain risk management, Property and Facilities operations, organisational transformation, M&A projects, etc.

Natalie Fuller
Head of Customer Experience and Communications
Cashplus

Natalie Fuller
Natalie is a culture, brand and customer experience strategist with over 15 years’ experience working both agency and client side in Australia and the UK. She is currently the Head of Customer Experience & Communications at Cashplus Bank, an established small business focused digital challenger with a 17 year track record of digital innovation and strong financial performance.
Natalie is a firm believer that a strong CX strategy starts with employees, and her CX work with teams has resulted in eNPS increases of 95% in just 12 months. CX strategies Natalie has led have been awarded finalist in the 2017 Lloyds National Business Awards for Customer Focus and by winning the 2018 UK Customer Experience Awards for Customer Experience Transformation.

Cat Gallagher
Head of Commercial – Non-Executive Director
UBank

Catherine Gallagher
Cat Gallagher is a seasoned commercial strategist with 17+ years’ experience in marketing and customer leadership roles across the global tech and finance sectors. She has led and optimized strategies for hyper growth publicly listed providers across the UK, Asia Pacific, and Canada, leveraging her expertise in fintech, blockchain, and digital banking. A marketer by trade, she is skilled in building international teams, designing go-to-market strategies, and leading customer experience projects across highly regulated environments.
Currently, she lives in London serving as a non-executive director for ubank, Australia’s first digital bank, while also supporting UK based start-ups as an advisor.
Additionally, she is passionate about driving gender equality and diversity in the workplace acting as an Everywomen ambassador as well as a Women in Banking & Finance (WIBF) mentor.

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

Robert Garlick
Rob Garlick, Managing Director, is Head of Innovation, Technology, and the Future of Work at Citi Global Insights.
As Head of Citi Research EMEA from 2016- 2021, Rob led the team’s rise in the Institutional Investor surveys, from: #7 to #1 in UK; #9 to #2 in Western European; #7 to #2 in CEEMEA; and #7 to #1 globally. Other industry awards included: #1 rank for ESG Research from both II and ESG Investing; Best ETF Research providers by ETF Express; and Best Innovation paper by Savvy Investor.
Rob joined Citi in 1996 and previous roles at the firm include: Global Product Head at Citi Research, driving industry-leading thematic content (#1 rated by Extel); running Citi’s US Equity Sales desk in the UK to some of the world’s leading asset managers and hedge funds; and a No.1 rated Global Specialist Salesperson, covering Media and Telecommunications.
Rob started his career in Fund Management in 1993 at Singer & Friedlander, where he helped run the US equity fund. Rob passed the AIIMR as a prize-winner in Interpretation of Accounts & Corporate Finance. Among other industry qualifications, Rob holds a BSc (Econ) degree in Accounting and Management, an MSc in Coaching and Behavioural Change and is a qualified Executive Coach.

Hasintha Gunawickrema
Chief Control Officer, Wealth and Personal Banking
HSBC

Hasintha Gunawickrema
Hasintha Gunawickrema is currently the Chief Control Officer for HSBC UK Wealth and Personal banking. Over her 17-year career in Financial Services, she has worked with markets across Europe and Asia. She is currently reading for an Executive Leadership program with Harvard Business School and is also a qualified accountant.
Hasintha has led large scale business, digital and culture transformational programs to deliver better customer outcomes, improve operational excellence and drive effective risk management.
Hasintha is passionate in coaching and mentoring and has a large mentee base across Europe and Asia. She is back in the UK after a successful stint in India as the COO for Wealth and Personal Banking for HSBC. During her time in India, Hasintha was engaged in supporting charities that are focused on educating less privileged girls. She is passionate in supporting colleagues and customers who are disadvantaged due to their physical abilities, mental health challenges and neurodiversity. She is the Diversity and Inclusion Ability lead for Global Wealth and Personal Banking in HSBC.
Hasintha leads the ‘Data driven risk management’ agenda to support businesses deliver sustainable growth and meet customer needs effectively.

Ange Johnson De Wet
Director Head of Engineering
NatWest Group

Ange Johnson De Wet
Ange is responsible for Governance and Compliance for Lloyd Banking Group’s Cloud Enabled Business Transformation Programme. Before her current role, Ange was Head of Cloud and Technology Change Risk.
Prior to working at Lloyds, Ange led transformation teams and programmes at Deutsche Bank including: Cloud Security, Risk and Compliance, Anti-Financial Crime Analytics, Data Quality People Change and Money Markets Finance, Risk and Regulatory Reporting.
Before joining Deutsche Bank, Ange worked as a Senior Manager at EY across Asia Pacific and EMEIA within the Financial Services Organisation focusing on Corporate Banking and Capital Markets transformation and business, technology and programme advisory. Ange started her career at IBM in Australia working as a developer, tester, designer and then business analyst and project manager.
Ange has an honours degree in Mechanical Engineering (Mechatronics / Robotics) and Computer Science from the University of Melbourne, Australia.

Hakan Isik
Head of User Experience
Citi

Hakan Isik
Biography Coming Soon

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

Parag Kumar
I have 25 years of experience in Automobile industry (Tata Motors, India), FinTech (Reuters Consulting, Singapore) and Banking (JPMorgan, Singapore & London). My entire career has been around change management and strategic initiatives across various functions and have in-depth understanding in both technical and financial domains.
In my 18 years with JPMorgan, I have had diverse roles in pricing and risk management technology, global P&L and risk reporting solutions and managing capital models applications to EMEA regulators for market risk & counterparty credit where I worked with various functional areas including risk, product control, operations, prudential policy, internal audit etc. Currently I am product manager and innovation champion in Compliance and Operational Risk Digitalization team, and am well recognized for my quantitative, problem solving and analytical skills.
I have a Bachelor’s degree in Technology and Master’s in Business Administration. I also hold certifications in Machine Learning, Data Science, Data Analytics and Amazon Web Services Cloud Practitioner.

Ron Lay
Director
Investia

Ron Lay
After graduating from the University of California at Berkeley, Ron started his career as a software engineer in the Silicon Valley. He has spent the last 20+ years in Digital leadership roles at some of the largest financial services companies in the world, including Lloyds Banking Group, Deutsche Bank, JP Morgan Chase and most recently at HSBC. He has led numerous successful transformation projects during this time, including the rewrite and reimplementation of the retail, investment, and commercial banking websites at Lloyds (lloyds.co.uk), Deutsche Bank (autobahn.db.com), and JPMorgan (chase.com). Most recently he was responsible for the flagship platforms HSBCnet and HSBC Connect, including manaing vendor relationships and transformation plans and processes globally, involving the nearly all of the leading players in India, China, the US, and the UK. He is comfortable running and advising both small and large teams, and is passionate about delivering value, security, and stability to customers and employees.

Ajay Mitha
former Managing Director of Servicing
Tandem Bank

Ajay Mitha
Biography Coming Soon

Paul Mullins
former Managing Director
HSBC

Paul Mullins
Biography Coming Soon

Esin Over
Head of Digital Engagement
First Direct

Esin Over
Biography Coming Soon

Andrzej Pyka
Chief Transformation Officer
Santander Poland

Andrzej Pyka
Biography Coming Soon

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

Shabbir Tahasildar
Shabbir is an Operational Risk Control professional with a blend of Risk management and Digital Transformation experience. He currently leads the second line’ oversight of Technology, Information Security Risk and Internal Controls Frameworks at Handesbanken plc and in the past he has worked with KPMG for close to 11 years in their Risk & Control Transformation practices across UK, India and Southern Africa. He is passionate about simplifying risk management and actively champions use of technology to enhance risk processes within the organisation using GRC and advanced technologies. Shabbir is an IT Engineer by qualification and holds professional certifications Certified in Operational Risk Management (CORM), Certified Information Systems Auditor (CISA), ISO 27001, Privacy Lead Auditor and PRINCE2 professional.

Simon Separghan
Managing Director, Customer Experience & Contract
NatWest Group

Simon Separghan
Biography coming soon

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

Frans Van Bruggen
Frans is speaking at Customer Experience Europe 2023.

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

Gagan Singh
Gagan Singh is the Group Data Protection and Digital Risk Manager at Legal and General. He provides Risk expertise; to ensure systems and application in Group Technology and Group Data & Analytics are compliant with GDPR and Digital products enhance customer experience while keeping the residual risk within risk appetite. Prior to joining Legal and General, he worked as Global Cybersecurity Controls Manager at HSBC and Cyber Risk Lead at Nationwide bank. He holds MBA and Bachelor of Engineering Degree.
Gagan is passionate about building customer trust by ensuring products and systems enhance Customer Experience and Data Protection. This passion has been developed while working as Product Manager for UK Current Accounts in HSBC and then transitioning in to Cyber, Digital and Data Protection Risk roles. He strongly believes that secure and privacy enhancing products earn customer trust and result in better customer journeys.

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

Lee Walker
Biography Coming Soon
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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
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Frequently Asked Questions
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- Breakfast, lunch and refreshment breaks
- Drinks reception at the end of day-1
- Q&As, panel discussions, and audience participation technology
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*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.
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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.
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