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

Name: CX BFSI Exchange UK
Start: 2025-03-04
End: 2025-03-05

📅 17 - 18 MARCH, 2025 📍 Hilton Syon Park, London

BRAND NEW 2025 AGENDA

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Welcome to the 14th 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.

Join us in March as CX leaders from across the 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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Why should you sponsor a CX BFSI Exchange?

Experience of Speaking at a CX Exchange

FIND OUT MORE ABOUT THE CX BFSI EXCHANGE

Our Star 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

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

UK Transformation Director

RSA

Mark Brayton

Branch Network Director

Nationwide

Yawar Choudhry

Head of Client Services Proposition, Pension Risk Transfer, LGRI

Legal & General

Jen Hobbs

Director, Experience & Development

The AA

Jenny Briars

Head of Customer Governance & Heritage

LV=

WIll Carmichael

CEO

Rooster Money

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

View All Speakers

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.

Learn More

How To Get Your Customer To Fall In Love With You [Monzo]

We sat down with Rona Ruthen, Director of Customer Operations at Monzo to understand more about how banks today are getting their customers to fall in love with them.

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What I Wish I Knew Before Implementing My CX Strategy

Hear from the likes of Mastercard, AXA, Virgin, ING Bank & more about what they wish they knew before implementing their CX strategies.

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How VoC Data Has Won NPS Boosts For Zurich Insurance

CX Network spoke to Clairy Moraitou & Monika Schulze at Zurich Insurance, to discover how the insurance brand is using customer insights to accelerate and personalise experiences.

DOWNLOAD

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.”

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Secure Your Place at the Exchange

To ensure the CX Exchange offers the highest degree of relevancy for attendees, only senior Customer Experience Professionals responsible for CX within their organisation are invited.

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