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We Hope You Enjoyed The Digital Results For Financial Services Conference

We hope you all enjoyed The Digital Results For Financial Services Conference. If you were unable to make it then speaker presentations are available from just £199. Please call +44 (0)20 3479 2299 or email

We'd be delighted to welcome you to our 6th annual Financial Services Customer Experience Conference on 27th June in London!

Embrace Cutting-Edge New Technologies & Digitalisation Applications Which Balance The Human Touch, Truly Understand Customer Needs, Optimise Seamless, Multi-Channel Customer Journeys Which Deliver Bottom-Line Results, Leverage Key Data Insights & The Voice Of The Customer & Put The Customer Genuinely At The Heart Of Business Strategies & Culture. 

The 6th Annual, One-Day, Industry-Led Conference & Networking Event, 27th June 2019, Park Plaza Westminster Bridge Hotel, London

How Can We Harness The Latest Technologies & Digital Advances & Drive Customer-Centricity Throughout The Business To Power Next-Level, Innovative Customer Experiences In Financial Services With Measurable Customer & Business Value?

  1. New Technologies, Automation & Innovation-Practical Applications: Successful, new tech advances proven to drive customer experience improvements and add value
  2. Outstanding Experiences & Seamless Journeys: Proactive approaches to innovate customer experience strategies on multiple channels for real customer value and business impact
  3. Digital Vs. Human: What’s The Perfect Balance? Embrace new digital capabilities without losing the human touch to create seamless, impactful customer journeys and experiences
  4. Behavioural Insights Into Financial Services Customer Needs & Expectations: Adapt and improve customer experience strategy and journeys for greater impact
  5. Advanced Customer Satisfaction & ROI Metrics To Prove Results: Practical techniques to gather feedback, measure satisfaction beyond NPS and prove bottom-line success
  6. Embed Truly Customer-Centric Cultures To Boost Business Performance: Influence business-wide behaviours and mindsets to drive greater focus on customer experience and win long-term loyalty
  7. Impactful, Data-Driven, Tailored Strategies: Leverage key data insights and voice of the customer to power next-level customer experience practices
  8. Successfully Align Business & Customer Values For Real Impact: Put the customer at the heart of business strategies
  9. Impactful B2B Customer Experiences: Drive tailored B2B experiences to boost results
  10. FinTech, Challengers & Disruptors Revelations: Inspiring practices from the cutting edge

Why Attend The Financial Services Customer Experience Conference?

  • 6 Years Of Insights, Inspiration & Innovation!
  • One-Day, Brand-Led Event With 25+ Senior Speakers In 1 Day
  • 3 Q&A Panel Discussions: Challenge The Challengers; Customer-Centric Cultures & Digital Vs. Human
  • 3 Co-Chairs From Aberdeen Asset Management, Silicon Valley Bank & MoneyGram
  • 6 Lunchtime Peer Discussions: ✓ Social Media ✓ Loyalty & Retention ✓ Trust ✓ UX ✓ Customer Service Design ✓ Millennials + Gen Z
  • Interactive Voting & Open Q&A
  • Senior-Level Networking

Please See Below The Financial Services Customer Experience Conference Outline. For The Full Agenda, Please Click Here >>

08.30 Registration, Coffee & Informal Networking

09.00 GIC Welcome, Interactive Voting Introduction & Morning Co-Chairs’ Opening Remarks

Natalie Winterfrost, Client Director, Aberdeen Asset Management

Gurpreet Garcha, Director Client Experience, Silicon Valley Bank


09.20 Balancing Human Vs. Technology: Leveraging Customer-Centric Technologies & Tool Innovations To Deliver Stand-Out Customer Experiences & Effortless Journeys

Pol Navarro, Digital Director, TSB Bank


09.40  FinTech, Challengers & Disruptors Share Inspiring Hot, New Innovation & Strategies Driving Their Customer Experience Practices

Seema Desai, Chief Operations Officer, iwoca

Sarah Ratner, Head of Customer Operations, Lendable

Steve Tigar, CEO, Money Dashboard

Jason Maude, Head of System Analytics, Starling Bank


10.10 In-Depth Insights Into Financial Services Customer Behaviours, Needs & Expectations To Adapt & Inform Long-Term Customer Experience Strategies

Anthony Scammell, Director of Customer Experience, Quilter

10.30 Morning Refreshment Break With Informal Networking


11.00 Innovating Customer Strategies To Drive Seamless Customer Journeys On Multiple Channels & Create Stand-Out, Value-Adding Customer Experiences With Measurable ROI

Fergus Murphy, Group Customer Value Director, CYBG

11.20 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email


11.50 Embracing New Digital Capabilities Without Losing The Human Touch To Optimise Customer Journeys & Experiences & Boost Business Results

11.50 Perspective One: Tom Newbould, Chief Marketing Officer, MYJAR

12.10 Perspective Two: Alison Davies, Head of Digital, Skipton Building Society

12.30 Lunch For Delegates, Speakers & Partners

13:00 Informal Peer-To-Peer Discussions

A) Social Media: Tina Cracknell, Head of Digital Marketing UK & Jersey, UBS Wealth Management

B) Loyalty & Retention: Iain Gibbons, Marketing Director, Thomas Cook Retail and Money

C) Trust: Anna Mori, Global Head of Customer Strategy & Insight For Insurance, HSBC

D) UX: Daniel Bell, Design Lead, Close Brothers

E) Customer Service Design: Odette Maher, Head of Client Experience, Executive Director, Santander Corporate and Investment Banking UK

F) Millenials & Gen Z: James Breeze, CRM Lead, Leeds Building Society

13.30 Afternoon Chairs’ Opening Remarks
Richard Levy, Head of Marketing - Digital and Key Partnerships (Europe), MoneyGram International


13.50 Advanced Methods & Innovative Techniques For Gathering Honest Feedback, Measuring Customer Satisfaction & Demonstrating Your ROI To The Board


14.10 Embedding Truly Customer-Centric Mindsets & Cultures Within Financial Services Organisations To Power Stand-Out, Value-Adding Customer Experiences In 2019 & Beyond

Alex Latham, Chief Marketing Officer, Chip Financial Ltd

Hélène Gullen, Head of Customer Experience, Unum UK

Katy Axcell-Steele, Group Head of Customer Marketing and Brand, Wesleyan

Shnay Chohan, Digital Customer Transformation Lead, RBS

Michael Anyfantakis, Head of Innovation Design, Lloyds Banking Group

14.40 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email


15.10 Successful Strategies For Aligning Business & Customer Values To Deliver Next-Level Customer Experiences Which Exceed Customer Expectations & Achieve Measurable Business Impact

Caroline Darnbrook, Director - Products and Marketing, Darlington Building Society

15.30 Afternoon Refreshment Break With Informal Networking


16.00 Leveraging Next-Level Data Insights & Analytics To Better Understand & Interpret The Voice Of The Customer & Drive Tailored, Results-Boosting Customer Experiences

Dr. Oliver Vins, Head of Product, Moneyfarm


16.20 Next-Level, Tailored Strategies For Driving Impactful Customer Experiences In B2B Financial Services

Julian Sawyer, Head of Banking Services, Starling Bank

16.50 Chair’s Closing Remarks

17.00 Official Close Of Conference