Pre-Conference Day – October 24

4.00pm: Technology Showcase Hall Set Up

4.00pm – 6.00pm: Pre-Registration Option for all Delegates

Conference Day One – October 25

7.15am: Registration and Technology Showcase Hall Opens

7.15am: Coffee Available

8.45am: FinTech Network Welcome - James Taylor, Director, FinTech Network

8.50am: Chairman’s Welcome - Damir Bogdan, Digitalization & Innovation Lead, Actvide AG

Section One: Building a Customer Experience Strategy

9.00am: Revolutionising British Banking through a Superior Customer Experience

Learn how Metro Bank was launched as a customer-focussed bank at odds with the status

quo

Discover how an all-encompassing customer-driven culture was created within a high

growth company

Find out how they are continuing to deliver a superior customer journey across all banking

channels

Iain Kirkpatrick, Managing Director - Retail Banking, Metro Bank

9.30am: The Five CX Keys to Engage the New "Millennial Behaviour"

Understand the expectations of customers slowly adopting "Millennial behaviour”, a new

way of living and consuming that banking must respond to

Investigate the five pillars that define a banks relationship with its customers and how these

have evolved to become something new and disruptive to traditional banking models

Analyse a “Design Thinking” based global case study where 1500+ Millennials configured the

new expectations for CX in banking and apply the findings to your CX strategy

Maria José Jordá, Head of Customer Experience Transformation, BBVA

10.00am: Shifting from a Customer-Focused to Customer Centric Organisation

• Understand the ‘wicked problems’ customer experience faced at BOI and how a programme

was designed to change hearts and minds whilst appealing to culture and the bottom line

• Address process and practice changes that enable a shift from a customer-focused to

customer centric organisation and the tools, techniques and talent that support this

• Benefit from the key insights, issues and tangible results to learn what worked, what didn’t,

implications and next steps

Lesley Tully, Innovation Manager, Bank of Ireland

10.30am -11.00am: Coffee Break

11.00am: Customer Experience in 2020 & the Bank of the Future Panel Discussion

• What can banks learn from phenomena like Pokemon Go in terms of customer behaviours

and expectations

• Combine industry and “out of sector” best practice around customer experience (CX) to

understand the propositions needed to meet future customer interactions

• Forecast the way in which the digitalisation of banking, changing customer behaviours and

expectations will continue to shape the “bank of the future”

Moderator: Damir Bogdan, Digitalization & Innovation Lead, Actvide AG

Maria José Jordá, Head of Customer Experience Transformation, BBVA

Michael Freund, Managing Director - Information Technology, Credit Suisse AG

Rick Striano, Head of Billing and Client Experience Transformation, Deutsche Bank

Sasha Dabliz, Head of Investment Communications, Lloyds Banking Group

12:00pm: Preserve What Matters – Also in the Digital World

Analyse the digital vault as an innovative way to strengthen customer loyalty and

engagement and the strategic rationale for banks

Receive a product demonstration of the digital vault, password manager and e-delivery to

understand the implications for your customer journeys

Benefit from an outline of key learnings from FinTech & bank collaboration and apply this

practical advice to your CX strategy

Dr. Tobias Christen, Chief Operating Officer, DSwiss AG

Stephan Odermatt, Head E-Banking Innovation, UBS Switzerland AG

12.30pm – 2.00pm: Lunch Break

Section Two: Customer Centric Product Development

2:00pm: Designing Customer Experiences

Discuss the design process as unavoidable in forming businesses, technology, and services

and the implications of accidently designing the resulting customer experience

Learn how deep insight is critical to the objective of crafting experiences that both work and

delight

Outline the role of prototyping to learn from real customers and how constantly aspiring to

beauty and excellence should sit at the heart of a conscious design process

Clive Grinyer, Process Improvement Director, Barclays

2:30pm: Co-Creating Solutions - a Win/Win Situation

Learn how Tryg utilised Danske Bank’s existing IT, calculation and operational infrastructure to secure regulative compliance, operational efficiency and advanced calculation capabilities

Hear how the solution was co-created and relied on continuous development and deployment, built on frequent contact, discussions and KPI’s

Understand why Tryg and Danske Bank continue to engage in discussions on how they can co-create and utilize each other’s competences to drive new business opportunities

Mark Gervasini, Head of Concept Development & Digital Hub, Danske Bank A/S Mads Hoerberg, Chief Investment Officer, Tryg A/S

3.00pm: Designing a Bank from Scratch

Understand how Monzo has been built around the requirements of their users and the

benefits of a customer centric banking model

Examine the benefits of incorporating user feedback into the development and iterations of

banking products and what this design principle enables them to achieve

Evaluate the trade-offs of this approach with traditional banking models and apply the

lessons learnt to your customer experience strategy

Hugo Cornejo, Head of Design, Monzo

3.30pm – 4.00pm: Coffee Break

4.00pm: Customer Focused Product Development Panel Discussion

Define the role of the user experience within product development to ensure new products

meet actual rather than perceived customer needs and behaviours

Understand the role of data analytics to assess how customers interact with digital channels,

mapping customer journeys and causes of friction to improve product usability

Perform exhaustive research and product workflow mapping to create products that are

relevant, credible, authentic and have a strategic fit

Moderator: Leslie Fountain, Managing Director, Foolproof

Bruno Genovese, Head of Banking Products, Tandem

Steve Green, Vice President of Product, Funding Circle

Alice Newton, Head of Product, WorldRemit

5.00pm: Chairman’s Closing Remarks - Damir Bogdan, Digitalization & Innovation Lead, Actvide AG

5.15pm: Networking Drinks Reception Sponsored by Foolproof

7.00pm: End of Conference Day One

Conference Day Two October 26

7.45am: Registration and Technology Showcase Hall Opens

7.45am: Coffee Available

8.45am: Chairman’s Introduction - Damir Bogdan, Digitalization & Innovation Lead, Actvide AG

Section Three: Enabling Customer Experience Excellence

9.00am: Generating & Using Customer Insight to Design Better Products & Experiences

Highlight key criteria within your analytics and research teams and how you should converge

analytics and research to generate deeper insights

Understand what best practice personalisation looks like in today’s channels and how to co-

create with your customers to make it meaningful and impactful

Discuss how to effectively measure your customer experiences and the metrics that really

work

Moderator: Paul Laughlin, Founder and Managing Director, Laughlin Consultancy

Robin Peters, Business Planning and Development Director - UK Digital, Aviva

Ian Hood, Head of Digital, Fidelity International

Lucy Donaldson, Head of Customer Experience Strategy & Planning, Lloyds Banking Group

10.00am: How to Avoid Becoming the Small Big Bank

Tap into Aldermore’s approach to customer experience and centricity to discover key takeaways of the programme that can be applied to your business

Understand the role of customer champions within Aldermore and how they helped overcome barriers to their customer experience strategy

Learn how Aldermore measured the overall impact of the programme and tracked the differences it made to the business

Pamela Brown, Marketing Director, Aldermore

10:30am – 11:00am: Coffee Break

11.00am: Customer Experience and Compliance

Explore how customer experience design can and should embrace rather than fear regulation

Understand what it means to be doing regulated business from a customer experience perspective

Assess regulatory considerations including JMLSG guidelines, PSD II and new data protection compliance and how these can be incorporated into your customer experience strategy

Sophie Lessar, Managing Associate, Financial Services, Simmons & Simmons LLP

Jamie Bell, Head of Banking Intelligence & Themes Unit, FCA

11.30am: Customer Experience Means Talking to Customers

As interest in design thinking and customer-centricity increases, companies continue to

deliver customer experience initiatives without a genuine understanding of customer need

and behaviour

Understand how to combine a range of advanced data analysis and research techniques to

drive improvements in customer experience in a structured and consistent way

To become truly customer-centred, discover the importance of organisations building these

methodologies into the heart of how they operate

Nick Parminter, Managing Consultant - Financial Services, EY Seren

12:00pm: Digitising the Physical Distribution Model

Discover how to delight customers who need to speak to an advisor in branch right now,

whilst managing the commercials of your distribution channels

Referencing a U.K. case study hear how organisations are overcoming this conundrum by

digitalising the traditional advisor model to deliver better outcomes for all

Gain insight to an analytical approach which helps organisations define the impact their

current operating model has on customers and how to improve CX whilst delivering fiscal

return

Andrew Nation, Senior Manager, Cisco Systems

12.30pm – 1.30pm: Lunch Break

Section Five: Next Gen Customer Experience Technologies

1.30pm: Customer Data – At The Heart of Building the Future Digital Relationship Bank

Understand why the single customer view is an essential component for the Digital

Relationship Bank and the customer experience benefits this can yield

Discover how a single customer view can remove friction from the customer journey and

other CX benefits

Discuss the role that Master Customer Data and Data Governance play in enabling a single

customer view

Patrik Felixson, Head of Customer and Counterparty Data, Nordea Bank

2.00pm: Digital Engagement Driving Customer Intimacy

Understand how to map customer journeys and manage the online customer lifecycle to

remove friction and enhance interactions

Outline the key elements of a Customer Engagement Model and the significance of the

SingleBrain

Learn how to reap the rewards of real-time, contextual communication and engagement

understand what this means for the customer

Dharmesh Mistry, UXP and Product Director, Temenos

2.30pm: Leveraging Great Technology to Deliver a More Personalised Customer Experience

Understand the power of new technologies’ impact on customer experience and the central role they play in CivilisedBank’s proposition

Asses why automation is only part of the customer experience answer and highlight crucial features that others may have missed to strengthen your strategy

Learn how CivilisedBank are focused on creating the ideal SME customer experience and benefit from lessons learnt through their experience

Will Beeson, Head of Operations & Innovation, CivilisedBank

3.00pm – 3.30pm: Coffee Break

3.30pm: Customer Experience is Defined by the Best in All Markets: How Do Banks Respond?

Learn how to engage your customers to design your products and understand how data and new ways of working enable the best to succeed

Building an ecosystem of partners to fast track testing and rollout of new customer experience propositions is essential but how do you control them in a regulated industry

Understand the central role of technology in enhancing the customer experience as banking products become digitalised and prove new revenue generating ventures

Moderator: Richard Peers, Managing Director - Financial Services, Microsoft

Panellists: Bragi Fjalldal, CMO & VP Business Development, Meniga

Mark Doherty, Vice President of Product, Monitise

D.P. Kruyswijk, Digital Finance Strategist, Virtual Affairs

Dharmesh Mistry, UXP and Product Director, Temenos

4.30pm: Digital Processes & Electronic Signatures

Understand what the trends that relate to digital processes and paperless transactions,

focusing on electronic subscription, and how they all effect customer experience

Examine how a 360° Electronic Signature approach can improve customer experience and

increase the adoption of current and new products

Take a look at the future developments around digital processes and electronic signatures

and how these are likely to customer experience

Aldo Lo Castro, Director, AliasLab UK

5.00pm: Customer Experience and Technology

Understand the central role of technology in enhancing the customer experience as banking

products become digitalized and prove new revenue generating ventures

Discuss the importance of building an ecosystem of technology partners and how engaging

with start-ups can fast track testing and rollout of new customer experience propositions

Learn how technology is enabling the bank of the future, ensuring relevance with changing

customer expectations and matching future customer needs with technology opportunities

Grant Sidwell, Vice President- MasterCard Acceptance Innovation, Mastercard

5.30pm: End of Conference