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Book Now For £499 (SAVE £100)! How Can You Keep Your Financial Services Customers At The Centre In A World Of Increasing Digitalisation?

Deliver Exceptional Customer Experiences & Drive Efficiencies By Accelerating Customer-Centric Digitalisation, Automation & Self-Service Banking: Balance The Human Touch With Digital, Deliver Effortless Customer Experiences & Efficiencies, Future-Focused Payments, Cashless, ATM & Frictionless Strategies • Integrated Automation Advances & The Latest Biometric & Authentication Technologies • Update Post-Pandemic Customer Expectations & Manage Sensitive & Complex Interactions • Guarantee Secure Digital Channels & Data, Prevent Fraud

A One-Day, Industry-Led Conference & Networking Event, 24th March 2022, Central London.

21 Industry Leaders Deliver Critical Insights Into Current Changes & The Future Of Digital Banking & Self-Service From Payments, To ATMs, To Changing Customer Expectations & Trends, To Fraud, Biometrics & Authentication, Data Security, Automation, Sensitive & Critical Interactions, New Technologies & Regulations

  1. Cashless, Contactless & Frictionless Payments - Cards, Wearables, Apps: Drive forward digital-first advances to improve ease of access for sky-high customer satisfaction
  2. The Latest Market Trends Around ATMs & Cash: Is the future of self-service dependent on contactless ATM capabilities, and how will this effect deposits, withdrawals and access to cash?
  3. Increase Self-Service Uptake: Match the acceleration of digitised banking methods, embed self-service… and strike the right balance moving forward
  4. Prevent Fraud, Guarantee Secure Digital Banking Solutions: Develop proactive measures to deter fraudulent
    activities and ensure the protection of customers
  5. Maximise Biometric & Authentication Technologies: Increase customer satisfaction and overcome challenges with adoption to secure greater access and convenience
  6. Data Security - Prove Safety, Retain Trust: Boost customer trust and loyalty with watertight security
  7. High-Impact AI, Chatbots & RPA: Implement user-friendly automation advances to drive greater business value
  8. Post-Pandemic Customer Expectations: Understand today’s changing needs to solidify self-service strategies in a post-pandemic state
  9. Handling Sensitive, Critical, Vulnerable & Complex Transactions & Customers: Strike the perfect balance between digital and human
  10. Power Self-Service With New, Innovative Technologies: Which new, emerging technologies will really change the face of banking?
  11. Critical Regulatory Updates: Create compliant digital banking strategies confidently within regulatory compliance

Sponsored by: 

PLUS! What's New At The Self-Service Financial Services Conference - Customer, Automation, Payments, Fraud?

  • One-Day, Financial Services Brand-Led Event, Central London
  • Brand New Speaker Line-Up Featuring Market-Leading Brands Including RBS, NatWest, Atom Bank & Many More!
  • 3 Interactive Panel Discussions: A) The Future Of ATMs & Cash B) Sensitive, Critical, Vulnerable & Complex Customers C) Emerging New Technologies
  • 4 Informal Breakout Discussions: A) Authentication B) Payments C) Demographics D) Digital Exclusion
  • Revised & Refreshed Agenda For 2022
  • Dedicated Networking

You'll Be In Safe Hands. Here's What Previous Attendees Have To Say:

‘Very informative and innovative conference.’ Legal & General Capital

‘Excellent insight from other leaders to understand their journey, challenges and priorities.’ Provident

‘Wide ranging and strategically focused day.’ Nationwide Building Society

Now Is Your Chance To Get Involved In The Self-Service Financial Services Conference!

Can You Help Banks & Financial Services With Their Digital & Self-Service Solutions? For more information on how to get involved, please call +44 (0)20 3479 2299 or email

Here's What Previous Sponsors Of Our Recent Digital Financial Services Conferences Have To Say:

"Really useful networking experience meeting new prospects and strengthening relationships with existing clients." ServiceTick

"Excellent. Great delegates. Keep up the good work Highly recommend!" Maru/edr

"Engaging and insightful content." VoiceSage 

08.40 Registration, Informal Networking & GIC Welcome

09.10 Morning Co-Chairs’ Opening Remarks

Wendy Redshaw, Chief Digital Information Officer, Retail Banking, NatWest Group


Sol Enenmoh, Head of Digital Transformation,
Vanquis Bank


09.20 Uncover The Latest Digital Opportunities To Drive Forward Advances In Your Payment & Frictionless Strategies To Ultimately Improve Ease Of Access, Customer Experiences & Efficiencies

  • They are the ATM of the digital banking world, but how are banking apps actually making customers’ lives easier?
  • Cashless, frictionless, microtransactions… the digital-first world is here so how are banks tackling and managing the issue of certain customer segments wanting to remain in the physical banking space?
  • It all comes down to trust… how can you encourage customers to trust contactless payment methods moving forward?
  • Cashless and cardless? What will be the new face of self-service banking and how can you drive adoption?

Aruna Kumara, Chief Executive Officer, Bank of Ceylon


09.40 Future-Focused Digital Banking: Ensure Your Digital Offering Is Fit-For-Future By Determining The Future Of ATMs & Cash In Your Financial Institution For Increased Agility & Customer Satisfaction

  •  What are the latest market trends and consumer insights around cash use post-pandemic?
  •  Is the future of self-service dependent on contactless ATM capabilities, and how will this affect deposits and access to cash?
  •  Market benchmarking: what are other markets with effective and secure contactless cash withdrawals doing to ensure highly efficient digital services?

Stella Calvo Sequeiros, International Business Manager- Digital Banking,
Banco Santander


Toni Coulson, Head of Forward Flow Lending, Starling Bank


10.10 Supercharge Your Self-Service Strategies To Align With The Rapid Acceleration Of Digitised Banking Solutions For Ultimate Efficiencies

  • The pandemic accelerated self-service and forced banks to become more digital, but how can we implement changes and embed them into long-term business transformation?
  • A one-stop-shop for all your banking needs: determine the self-service platform strategies that are best suited to our organisation and that will provide a customer’s banking needs all in one place for ease and access
  •  With increasing uptake and demand comes increasing concerns and objections… discover how simplifying explanations of digital and self-service can help colleagues and customers understand and encourage a digital mindset
  •  The fine line between educating customers and forcing them to take a digital self-service path… how far can we go to ensure customer satisfaction remains high?

Geraldine Maringo, Chief Product Owner, Nationwide Building Society

BONUS SESSION; Reserved For Exclusive Conference Partner

Ziba Goddard, Chief Consulting Officer, Cowry Consulting


Raphy March, Chief Design Officer, Cowry Consulting


10.30 Morning Refreshment Break With Informal Networking

11.00 Bonus Session; Reserved For Exclusive Conference Partner


11.30 Ensure Safe & Secure Digital & Open Banking Solutions By Developing Protective Measures To Prevent & Deter Fraudulent Activity

  •  The pros and cons of self-service: does having a more controlled digital environment help customers avoid getting into fraudulent behaviours and falling victim to fraud?
  •  Ethics, principles, blame and responsibly… if money is lost or fraud is detected, does the responsibility lie with the company, or the digital developer?
  •  Digital vs. physical: given that biometric security is present within devices but not in branches, is self-service actually more secure?
  •  Industry benchmarking: what can we do as a collective community of banks and financial institutions to prevent fraud in our ATM’s?

Carl Woolfenden, Director of Digital & Change, The Co-operative Bank plc


11.50 Equip Your Digital Strategies With The Latest Biometrics & Authentication Technologies For Greater Access & Convenience To Satisfy Customer Expectations

  •  Digital solutions are the future but adoption is the greatest challenge, so how can financial institutions incorporate tech for simpler transactions?
  • Self-service is moving in a very fast-paced environment and the appetite for biometrics is growing… are we close to a time where any transaction can be done through biometrics or face recognition?
  •  Benchmark success and uncover critical tried-and-tested insights to build the foundations in your organisation’s digital strategies

Murtuza Mehvee, Digital Adoption Lead (Associate Director), Commercial Banking, RBS



12.10 Strike The Balance Between Digital & Human To Satisfy Sensitive, Critical & Complex Interactions & Support Vulnerable Customers

  • How can banks develop innovative strategies which ensure a human touch when dealing with more sensitive matters including bereavement, mortgages, fraud and loans?
  •  Does contactless have to mean humanless? How can banks ensure support for sensitive matters and vulnerable customers?
  •  Could we ever transition to completely humanless interactions, or will we always need human channels?

Andrew Larking, Lead UX & UI Designer, Vanquis Bank


Rachel Haworth, Former Customer Experience Director, Coventry Building Society


Natalie Ledward, Head of Vulnerable Customers, Monzo Bank


Nicola Emsley, CIO, Physical Channels, Retail Banking,
NatWest Group


12.40 Lunch & Informal Networking For Speakers, Delegates & Partners


13.10 Informal Breakout Discussions

A) Authentication

B) Payments

C) Demographics

D) Digital Exclusion

13.35 Afternoon Co-Chairs’ Opening Remarks

Wendy Redshaw, Chief Digital Information Officer, Retail Banking, NatWest Group


Sol Enenmoh, Head of Digital Transformation,
Vanquis Bank


13.50 Guarantee Boosted Consumer Trust & Loyalty By Establishing Safe & Secure Digital Channels & Proven Data Security Strategies

  • With great power comes great responsibility… who is ultimately responsible for ensuring that consumers’ personal and financial data is safe and secure?
  • Discover what other financial institutions have done to adapt their self-service behaviors to reassure customers that they are not misusing their private data and information
  •  How much data do you actually need to create a safe, secure and effective product that you can roll out to consumers, and how does this work with open banking strategies?

Richard Thomas, Head of Architecture, Atom Bank


14.10 High-Impact, User-Friendly Technologies & Automation Advancements Which Drive Greater Business Value & Customer Satisfaction

  • How are banks and financial institutions developing their AI technologies now?
  • Determine how AI and automation can deliver the best elements of human interaction for your customers
  • Encourage customers to use the digital forms of self-service by ensuring
    that they are simple, effortless and effective
  •  How can AI technologies use customer information to proactively present ways that they can help themselves online?
  • What is the future of invisible banking?

Jamie Broadbent, Head of Digital, Innovation & Design, RBS International


14.30 Keep Pace With Changing Customer Needs & Expectations By Adapting Digital Strategies To Establish & Solidify Self-Service Strategies In A Post-Pandemic State

  •  The pandemic has precipitated consumers shifting from a managed exchange to a digital platform and has driven digital adoption, so how have banks transformed self-service strategies at pace?
  •  The growth of digital banking has put a spotlight on the issues within self-service and customer interfaces - banks are focusing on digital inclusion, but what about people who are digitally exclusive?
  • Market expectations have evolved and split between digital adoption and physical interaction, so how can banks drive a holistic proposition considering the full spectrum of consumer needs?

Ms. Marion King, Director of Payments, NatWest Group

14.50 Bonus Session; Reserved For Exclusive Conference Partner

15.20 Afternoon Refreshment Break With Informal Networking


15.50 Create Compliant Digital Strategies Confidently Within Regulatory Compliance By Unpicking The Boundaries & Complexities Of Regulation

  •  Overcome regulatory limitation by finding the right balance between regulatory compliance, improving digital platforms and implementing the latest tech and automation
  • As digital continues to propel self-service forward, how will regulation and guidance need to adapt?


16.10 Drive Advances & Power Self-Service Success With The Latest Technologies

  •  From text message banking to online banking and apps, what will be the new technology emerging that will really change the face of banking?
  •  Ensure your digital strategies are fit-for-future and user-friendly with innovative tech advancements
  • A look to the future! What will digital banking look like in the next 10, 20 or 30 years’ time?

Sunil Bazzaz, Head of Payables & Receivables, EMEA Product Management, MUFG

Christopher Williamson,
Evangelos Vayias, Head of Internal Digitization & Business Banking Digital Transformation, Eurobank

16.40 Afternoon Co-Chairs’ Closing Remarks

Wendy Redshaw, Chief Digital Information Officer, Retail Banking, NatWest Group


Sol Enenmoh, Head of Digital Transformation,
Vanquis Bank

16.50 Official Close Of Conference

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