EXPERIENCE ESSENTIALS – CUSTOMERS AT YOUR CORE – IDENTIFYING OPPORTUNITIES – UNIVERSALLY ACCESSIBLE FINANCE

Name: CX BFSI Exchange UK
Start: 2026-03-16
End: 2026-03-17

📅 16-17 March 2026 📍 London, United Kingdom

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Welcome to the 15th edition of the CX Exchange for Banking, Financial Services, and Insurance UK!

When the Exchange launched a decade ago, it was right at the cusp of challenger banks and insurtechs entering the scene to shake the mould of what the financial experience should look like. Today, we are living in a digitised ecosystem with constantly connected customers who seek the speed and convenience of Amazon, but the personal touch and advise of a first-class hotel. To stay relevant in this ever-changing digital world, CX leaders need to deliver both, whilst simultaneously always staying one step ahead.

Furthermore, we live in uncertain financial times, where CX leaders need to fight hard to prove the worth of new investments, and even demonstrate why CX is needed in the first place. As customers become increasingly demanding about where and how they want to be met, it all comes down to delivering secure, personalised and innovate experiences fit for an unknown future. To add layers of uncertainty, organisations are still managing emerging guidance from the early stages Consumer Duty has to offer.

This March, we had over 80 CX leaders in the banking, financial services and insurance space come together to benchmark how to not only keep the field of CX alive, but make it the gamechanger for organisations seeking to differentiate themselves in increasingly disloyal times.

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SEE WHAT YOU MISSED AT THE 2025 EXCHANGE

Previous Expert Speakers:

Melanie Aimer

Former MD Head of International Banking & Global Head of Client Experience: Private Bank & Wealth

Former Barclays Private Bank

Sharon Miles

COO

OakNorth

Tammy Martin

Head of Customer Experience & Contact

NatWest Group

Inga Beale

Former CEO

Former Lloyds of London

Keith Richards

CEO

Consumer Duty Alliance

Alex Wood

Consultant

The Financial Fraud Awareness Campaign

George Cairns

Head of Product: Personalisation

Lloyds Banking Group

Tim Chong

CEO

Yonder

Malintha Fernando

Group Head of Digital Experience & Accessibility

HSBC

Mary MacPherson

Group Director Customer

Bank of Ireland

James Godfrey

Cost Out Delivery Transformation Director

Leading UK Insurer

Mark Brayton

Branch Network Director

Nationwide

Yawar Choudhry

Head of Client Services Proposition, Pension Risk Transfer, LGRI

Legal & General

Jen Hobbs

Former Director Experience & Development

Former The AA

Jenny Briars

Head of Customer Governance & Heritage

LV=

Chris Wainwright

Head of Customer Transformation

Skipton Building Society

Joanna Phillips

MD - Consumer Wealth

Aviva

Will Carmichael

CEO

NatWest Rooster Money

Donata Peksa

Head of Brand Experience

HSBC

Abhishek Khandelwal

MD Head of Analytics Center of Excellence

Barclays

Lyndsey Edgar

VP of Operations & 1st Line Risk

Monzo

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CX BFSI Exchange UK 2025 - In Pictures

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A UNIQUE EXCHANGE FORMAT

Interactive Roundtable Discussions:
A personalised opportunity to engage with peers facing similar challenges. Close-level collaboration and a chance to share opinions.

Think Tanks:
Exclusive and intimate, first-come first-serve. Closed door sessions enabling open group discussion of relevant topics.

One-to-One Business Meetings:
Efficient business meetings which can be pre-selected. A key way of meeting fellow legal operations leaders in a proven format.

Fireside Chats:
From business intelligence to knowledge management, expect access to informal conversations between senior CX leaders.

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How Yonder is Reinventing Customer Experience for the Next Generation | A Case Study

As a credit card designed for the modern explorer, Yonder’s approach to customer experience homes in on the key priorities for the next generation of credit card users: digital convenience, excellence in UX and fraud protection, and rewards that hold real value and are easy to redeem.

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From Policy to Practice: Consumer Duty and What it Means for the Financial Services Sector

In this interview, the CX BFSI Exchange team spoke with Keith Richards, Chief Executive Officer of the Consumer Duty Alliance – a not-for-profit professional body aiming to share good practice and support members in the implementation of Consumer Duty. Download the interview to gain insight into:

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Transforming Customer Experiences in BFSI: Q&A with Trish Wethman

In this interview, Trish Wethman, Chief Customer Officer at Best Egg, discusses how BFSI organisations can keep up with evolving customer expectations. Read on to find out what CX leaders should be doing around digital transformation, personalisation, and transparency to elevate customer experiences, foster loyalty, and build lasting trust.

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A Five Star Event!

“First time attendee and the event totally lives up to it's billing as the UK's premier meeting for Customer Experience leaders in the banking, financial services and insurance sectors.”

“A very thorough examination of relevant issues impacting customer experience today, alongside valuable use cases and presentations on where CX is going and how we can measure it.”

“The CX BFSI Exchange was an invaluable experience to me, seamlessly integrating cutting-edge insights, innovative solutions, and dynamic networking opportunities within the banking and financial services sector as well as solution providers.”

“The CX BFSI Exchange proved to be a great opportunity to network with like-minded, senior financial services professionals. The mix of workshops, think tanks and plenary presentations kept interest levels high throughout the event. Well organised at a great venue.”