Customer Experience for Financial Services Exchange 2016

23 - 24 February, 2016

Hilton London Wembley, London, United Kingdom


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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.' Former 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
Willis Towers Watson
Sally Bramall
Chief Operating Officer
Willis Towers Watson
Shelley Malton
Chief Operations & Technology Officer
Atom Bank
Stewart Bromley
Chief Operating Officer
Atom Bank
Metro Bank
Iain Kirkpatrick
Managing Director
Metro Bank
Ian Ormerod
MD Group Design & Digital
Capital One
Richard Rolls
Vice President, Operations
Capital One
ING Bank
Ugur Sungur
VP, Internet Channels
ING Bank
BNP Paribas Personal Finance
Agnes Gerbaud Seuret
Global Digital Director
BNP Paribas Personal Finance
American Express
Andrew Milburn
Director of International Digital Product & Execution
American Express
Direct Line Group
Manuela Pifani
Head of Customer Strategy and Experience
Direct Line Group
Coventry Building Society
Rachel Haworth
Customer Experience Director
Coventry Building Society
Thom Groot
Digital Director
Skipton Building Society
Alison Davies
Head of Digital
Skipton Building Society
Financial Ombudsman Service
Caroline Wells
Head of Customer Experience and Insight
Financial Ombudsman Service

Customer Experience Exchange for Financial Services Photo Gallery

Sponsors & Exhibitors
Silver Plus Sponsors
Ember Services
Silver Sponsors
Dimension Data
Grass Roots Group
Mary Gober International
Pitney Bowes
R4 Technologies
Watermelon Research
Bronze Sponsor
Media Partners
Independent Research Partner
Media Partners
CX Network
Card and Payments World
Fintect Finance
Global Banking & Finance Review
Loyalty Magazine
Mobile Innovation Magazine
World Finance

  • Customer Experience LeadersCustomer Experience Leaders' Top Challenges & Investment Priorities
    Ahead of the Customer Experience Exchange for Financial Services, attendees were asked what their top business challenges are and which tools and solutions they plan to invest in over the next 6 - 18 months to ensure their customer experience initiatives result in increased customer acquisition, loyalty and profits.
  • Get into the Mind of a Customer Experience Expert – What Does the Future Hold for the Financial Services Industry?Get into the Mind of a Customer Experience Expert – What Does the Future Hold for the Financial Services Industry?
    Download this exclusive eBook to learn what CX experts from across the financial services sector have identified as the next big thing in the customer experience world! Featuring exclusive interviews and research this is a must read as we head into 2016 and beyond!
  • Does CX Drive Revenue, And How Good Is The CX Offered By Financial Firms In Europe?Does CX Drive Revenue, And How Good Is The CX Offered By Financial Firms In Europe?
    Three-quarters of companies want to improve their customer experience (CX). Yet Forrester’s Customer Experience Index (CX Index™), which covers more than 200 brands in eight industries across the UK, France, and Germany, found that most European brands deliver mediocre experiences. That is a problem in an era when customer-driven change is remaking every industry.

    In this exclsuive article Joana van den Brink-Quintanilha, Senior Analyst, Customer Experience, at Forrester Research discusses the following critical questions: 
    • What is the business impact of superior customer experience?
    • Financial services firms hold the lead in all three markets?
    • What’s driving this performance?
  • 3 Customer Experience Challenges In Financial Services 3 Customer Experience Challenges In Financial Services
    As we head towards the end of the year, no doubt heads of customer experience within the financial services industry are initiating and implementing their customer strategies for 2016 and beyond. However through research the Customer Management team has identified some of the most persistent challenges that are halting progress and making life difficult for these senior executives which have been collected into this free infographic. Take a look at the 3 most critical CX challenges facing the financial services industry, expressed by key leaders in the field. 
  • 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.