EXPERIENCE ESSENTIALS – CUSTOMERS AT YOUR CORE – IDENTIFYING OPPORTUNITIES – UNIVERSALLY ACCESSIBLE FINANCE
📅 17 - 18 MARCH, 2025
📍 Hilton Syon Park, London
Day One
7:30 am - 8:15 am
Registration & Refreshments
8:15 am - 8:30 am
Opening Remarks
8:30 am - 9:00 am
Case Study Keynote: Striking Balance Between History & Modernisation For Effective Change
Inga Beale -
Former CEO,
Former Lloyds of London
9:00 am - 9:30 am
Presentation: Delivering Fraud-Free Finance
Alex Wood -
Consultant,
The Financial Fraud Awareness Campaign
9:30 am - 10:00 am
Reserved for Watermelon
Alex Wood -
Consultant,
The Financial Fraud Awareness Campaign
10:05 am - 10:35 am
Reserved for Ciklum
10:35 am - 11:05 am
Networking
11:15 am - 11:45 am
Think Tank: Identifying Gaps to Excel in Saturated Markets
10:05 am - 10:35 am
One-To-One Business Meetings & Networking
10:40 am - 11:10 am
One-To-One Business Meetings
11:15 am - 11:45 am
One-To-One Business Meetings & Networking
11:50 am - 12:30 pm
Debating The Pros & Cons To Delivering Excellent CX: Challengers vs. Incumbents
Sharon Miles -
COO,
OakNorth
Tim Chong - CEO, Yonder
Tammy Martin - Head of Customer Experience & Contact, NatWest Group
12:30 pm - 1:00 pm
Vendor Presentation: Leveraging Behavioural Analytics Across Contact Centres to Engage Consumers Across Digital Channels
Sharon Miles -
COO,
OakNorth
Tim Chong - CEO, Yonder
Tammy Martin - Head of Customer Experience & Contact, NatWest Group
1:05 pm - 2:00 pm
Networking Lunch
2:00 pm - 2:30 pm
Networking
2:35 pm - 3:05 pm
Think Tank: Becoming Intelligent with User-Friendly AI
2:00 pm - 2:30 pm
One-To-One Business Meetings
2:35 pm - 3:05 pm
One-To-One Business Meetings & Networking
3:10 pm - 3:55 pm
Leveraging Insights from Voice of Customer and Accessibility Initiatives
Malintha Fernando -
Group Head of Digital Experience & Accessibility,
HSBC
Mary MacPherson - Group Director Customer, Bank of Ireland
Will Carmichael - CEO, NatWest Rooster Money
4:00 pm - 4:30 pm
Networking
4:35 pm - 5:05 pm
Think Tank: Establishing Your Digital Customer Journey Across Insurance
Jen Hobbs -
Former Director Experience & Development,
Former The AA
4:00 pm - 4:30 pm
One-To-One Business Meetings
4:35 pm - 5:05 pm
One-To-One Business Meetings & Networking
