Customer Experience for Financial Services Exchange 2016

23 - 24 February, 2016

London, UK


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One of the very best Customer Experience Conferences I have attended. A superb line up of speakers complemented by great delegates from across Europe. Lots of insight and sharing from everyone.' Managing Director, Metro Bank

Around the world, banking customers are feeling discomfort. They despair at their terms of contract that they can’t understand and bristle at sluggish handling of complaints. This, coupled with legislation changes and the accusations to the industry, has shaken customer confidence.

This signals a call to action, a fundamental change in direction if you will. Ultimately, this requires a business model that consistently puts the customer at the heart of all activities and decisions.

The Customer Experience Exchange for Financial Services brings together 80 C-level and VPs/Directors of Customer Experience, Marketing and Digital Strategy from across the industry to discuss the practicalities of increasing customer retention and loyalty in this hyper-competitive market.

You will access knowledge from the most advanced companies and people in the field. You can listen to them talk, but through interactive discussions and innovative networking formats, you will also get the answers to YOUR specific questions.

Attend the Customer Experience in Financial Services Exchange along with Europe's leading minds in customer and brand experience from across a range of B2B and B2C financial service organisations, to discuss key issues including:

  • Effectively managing the migration to online and mobile banking
  • Extracting maximum value from social media to ensure a holistic customer experience
  • Gaining a comprehensive understanding of the regulatory environment
  • Implementing appropriate processes and channel strategies to counter changes in consumer behaviour
  • Moving from 'big data' to actionable insight to drive continuous business improvements
  • Embedding customer centricity through effective people engagement, motivation and training

Take a look at the agenda for more insight.

2016 Speakers Include

Raja Rajamannar
Chief Marketing Officer
Atom Bank
Stewart Bromley
Chief Operating Officer
Atom Bank
Roger Miners
Chief Marketing Officer
Metro Bank
Iain Kirkpatrick
Managing Director
Metro Bank
Ian Ormerod
Customer Experience Director
ING Bank
Ugur Sungur
VP, Internet Channels
ING Bank
Skipton Building Society
Alison Davies
Head of Digital
Skipton Building Society
American Express
Andrew Milburn
Director of International Digital Product & Execution
American Express
Clydesdale Bank
Alan Radcliffe
Head of Continous Improvement
Clydesdale Bank

Customer Experience Exchange for Financial Services Photo Gallery

Sponsors & Exhibitors
Dimension Data
Mary Gober International
Ember Services
Media Partners
Independent Research Partner
Media Partners
CX Network
Card and Payments World
Loyalty Magazine
Mobile Innovation Magazine

  • Dummies Guide: Selling to Heads of Customer ExperienceDummies Guide: Selling to Heads of Customer Experience
    Customer Experience is the differentiator that large financial services organisations are using when seeking to gain competitive advantage whilst regaining trust. But the critical problem these organisations are facing is not knowing which solutions and technologies to choose from. They are continuously bombarded with the same sales message - so much so that they cannot differentiate between one offering and another!

    The Dummies Guide: Selling to Heads of Customer Experience, is a guide for solution providers focusing on what Customer Experience professionals are actually looking for, both in terms of their customer solutions technology, and more importantly in terms of the vendor relationships they wish to foster.
  • Forrester: Financial Services Firms Must Demonstrate Customer Advocacy In Every Interaction
    "If You Want Loyal Customers Don’t Waste Their Money Or Their Time". 

    Forrester Research will be presenting at the Customer Experience Exchange for Financial Services, and to give you a sneak preview, Forrester has shared this excerpt from its December report, “Actions Speak Louder Than Words When It Comes to Customer Centricity” written by VP and Principal Analyst, Megan Burns, for you to enjoy. A must read!
  • Understanding Customer Experience Leaders' with the Financial Services sector Top 10 Investment Priorities for 2015 and Beyond
    Ahead of the Customer Experience Exchange for Financial Services, we surveyed our elite group of customer experience leaders attending the event to understand their biggest customer experience challenges, and which tools and solutions they plan to invest in over the next 12 - 18 months to build customer trust and drive profitable growth with a holistic customer experience strategy.
  •  Customer Experience for Financial Services Industry Report Customer Experience for Financial Services Industry Report

    To better understand where the customer management for financial services market is headed, the Customer Management Exchange Network examined the primary challenges facing Chief Customer Officers, VPs and Directors of Customer Experience from leading UK & European retail banks, commercial banks, insurance providers, credit card agencies, consumer lenders and regulators