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 Regulations

Banking & 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
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Mark Brayton

Branch Network Director
Nationwide

Insurance

8:30 am - 9:00 am Complying With Lending Standards

Insurance

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
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Yawar Choudhry

Head of Client Services Proposition, Pension Risk Transfer, LGRI
Legal & 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
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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
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James Godfrey

Cost Out Delivery Transformation Director
Leading UK Insurer

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Keith Richards

CEO
Consumer Duty Alliance

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Jenny Briars

Head of Customer Governance
LV

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Joanna Phillips

MD - Consumer Wealth
Aviva

4:20 pm - 4:30 pm End of CX BFSI Exchange UK