Book Now For £599*! All Your Digital Banking, Self-Service & Automation Questions Answered In One Unmissable Day!

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.


Book Now For Just £599*!

08.40 Registration, Informal Networking & GIC Welcome

09.10 Morning Co-Chairs’ Opening Remarks

CASHLESS PAYMENTS: CARDS, WEARABLES, APPS – FRICTIONLESS | PANEL Q&A 

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

Aruna Kumara, Chief Executive Officer, Bank of Ceylon

 

AURIGASPA CASESTUDY

09.40 How To Build A Next Gen Branch Model That Is Digital, Multi-Service, Efficient & Focused On Customer Relations

Branches need to continue to adapt, change their nature and change the economics in parallel with offering better mobile and digital engagement. The in-branch journey is more than design, the bank of the future right sizes and incorporates behavior and technology inside and outside to be smarter and better as banks rethink branch role. We at Auriga have summed these needs in our #NextGenBranch offer: digital, remote, agile, customer-oriented, leveraging advanced self-service and new technologies to increase process efficiency and optimize performance.

 Mark Aldred, VP of International Sales, AurigaSpa

 

 

Paola Acciai, Head of Marketing and Communication, Banca Carige

 

 

THE FUTURE OF ATMS & CASH

09.55 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

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

 

 

Toni Coulson, Head of Forward Flow Lending, Starling Bank

INCREASING SELF-SERVICE UPTAKE

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

Geraldine Maringo, Chief Product Owner, Nationwide Building Society

COWRY CASE STUDY

10.45 Supercharging Self-Service using Behavioural Science

This talk will focus on the behavioural principles that have supercharge self service in the financial sector. This will be illustrated through business case studies and experiments.

Ziba Goddard, Chief Consulting Officer, Cowry Consulting

 

 

Raphy March, Chief Design Officer, Cowry Consulting

 

11.00 Morning Refreshment Break With Informal Networking

 VERINT CASE STUDY

11.30 Automated… But Not Robotic!

Crucial Automation Tips to Increase Efficiency and Make Customers Happier

As consumer expectations continue to grow, contact centres are increasingly leaning more heavily into the ease and convenience of automation, leveraging AI to meet these rising demands. In the drive for competitive edge and customer preference, organisations need to remodel their CX strategy  – yet meet the challenges of how bots can really understand true intent and how best to harness messaging. So how can conversational AI help financial services firms thrive? Learn:

Dr Chris Humphris, VP Customer Success, Verint

SENSITIVE, CRITICAL, VULNERABLE & COMPLEX CUSTOMERS | PANEL Q&A

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

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

 

Martin de Heus, EMEA Director, Enterprise and Corporate Solutions, Moxo

 

GENESYS CASE STUDY

12.25 Customer Intent: another piece of the puzzle!

Abstract: You’ll have many systems and platforms that track customer behaviour to derive better outcomes likely in real (or near) time. How natural do these processes feel for the customer? Can they easily deliver business insights across departments to fuel continuous improvement? Join this session to review ways of identifying customer intent, and how one in particular really cuts through.

Lloyd Buxton, Senior Enterprise Account Executive, DX AES, Genesys

12.40 Lunch & Informal Networking For Speakers, Delegates & Partners

INFORMAL BREAKOUT DISCUSSIONS

13.40 Informal Breakout Discussions

A) Authentication

B) Payments

C) Demographics

D) Digital Exclusion

14.10 Afternoon Co-Chairs’ Opening Remarks

VOICESAGE CASE STUDY

13.50 Balancing The Human and The Digital in Customer Interactions

Lee Trenam, Head of Sales, VoiceSage

DATA SECURITY: PROVE SAFETY, RETAIN TRUST

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

Richard Thomas, Head of Architecture, Atom Bank

AI, CHATBOTS & RPA

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

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

 

IE DIGITAL CASESTUDY

14.45 Evolving Customer Experience Requires A Transition From Product To Customer

Garry Larner, Commercial Director, ieDigital

POST-PANDEMIC CUSTOMER EXPECTATIONS

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

Miguel Tatay, Head of Digital Channels, Retail Bank, NatWest Group

15.20 Afternoon Refreshment Break With Informal Networking

15.50 Bonus Session Reserved For Exclusive Conference Partner

EMERGING NEW TECHNOLOGIES | PANEL Q&A

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

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

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

16.45 Official Close Of Conference

Global Insight Conferences is a rapidly-expanding and highly entrepreneurial conference company.  We only employ individuals who are passionate about conferences, passionate about their personal growth and performance and passionate about being the best.  Please send your CV with a covering letter to hr@globalinsightconferences.com.