EXPERIENCE ESSENTIALS – CUSTOMERS AT YOUR CORE – IDENTIFYING OPPORTUNITIES – UNIVERSALLY ACCESSIBLE FINANCE
📅 16-17 March 2026
📍 London, United Kingdom
Day Two
7:30 am - 8:15 am
Registration & Refreshments
8:15 am - 8:25 am
Opening Remarks
Banking & Financial Services
8:30 am - 9:00 am Consumer & Corporate RegulationsBanking & Financial Services
9:00 am - 9:30 am Presentation: Delivering To Customers Where They Are: Not Just Digital, Blending Human Interaction To Thrive Mark Brayton - Branch Network Director, Nationwide
Insurance
8:30 am - 9:00 am Complying With Lending StandardsInsurance
9:00 am - 9:30 am Presentation: Balancing The Digital Experience of an Aging Demographic When Delivering Complex Services Yawar Choudhry - Head of Client Services Proposition, Pension Risk Transfer, LGRI, Legal & General
Yawar Choudhry
Head of Client Services Proposition, Pension Risk Transfer, LGRILegal & General
9:35 am - 10:05 am
Vendor Presentation: Advancing Customer Touchpoints Through Consistently Delivering High Level Satisfaction Across The Consumer Journey
10:10 am - 10:40 am
Networking
10:45 am - 11:15 am
Think Tank: Keeping Customer at the Heart of a Tech Transformation
Chris Wainwright -
Head of Customer Transformation,
Skipton Building Society
11:20 am - 11:50 am
Networking
10:10 am - 10:40 am
One-To-One Business Meetings & Networking
10:45 am - 11:15 am
One-To-One Business Meetings
11:20 am - 11:50 am
One-To-One Business Meetings & Networking
11:55 am - 12:35 pm
Embedding Gen AI At Every Pont of Experience
11:55 am - 12:35 pm
AI - Pre-Adoption
11:55 am - 12:35 pm
AI - Getting Started
12:35 pm - 1:05 pm
Vendor Presentation: Personalization Through Orchestrated Data
1:05 pm - 2:00 pm
Networking Lunch
2:00 pm - 2:30 pm
Think Tank: Enhancing Real-Time Customer Feedback
2:35 pm - 3:05 pm
Networking
2:00 pm - 2:30 pm
One-To-One Business Meetings & Networking
2:35 pm - 3:05 pm
One-To-One Business Meetings
3:10 pm - 3:40 pm
Presentation: Sustainable Change: Implementing The Practices Which Will Transform Your Market Position
James Godfrey -
Cost Out Delivery Transformation Director,
Leading UK Insurer
3:40 pm - 4:20 pm
Presentation: Consumer Duty – what are you doing now?
Keith Richards -
CEO,
Consumer Duty Alliance
Jenny Briars - Head of Customer Governance, LV
Joanna Phillips - MD - Consumer Wealth, Aviva
