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Today Is Your Final Chance To Book A Pass For Just £299! Leveraging Growth Opportunities & Emerging Trends In Customer Behaviours & Automation For Customer-First & Value-Adding Digital Transformation & Innovation In Financial Services
Customer Trends, Expectations & Journeys AI Value & Benefits Transformation Choreography, Methodologies & Legacy ✓ Cultural Transformation Digital & App Design & Usability Open Banking  Data Strategies Digital Payments Today  Financial Capability Sustainable Banking The Future Of Work, Challenger Banks & Disruptors. A One-Day, Financial Services-Led Virtual Conference & Networking Event, 16th September 2021

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08.30 Log In & Explore The Virtual Platform

08.40 GIC Welcome

08.50 Morning Chair's Opening Remarks

David Thomson, Senior Product Owner, Lloyds Banking Group 


09:00 Add Value & Deliver Seamless & Innovative Customer Journeys Based On Today’s Changed Customer Trends & Expectations

  • Declutter your onboarding processes to deliver instant sign-ups and new products at the touch of a button
  • How can you gain a more holistic view of the customer journey and tap into demand, expectations and trends around digital transformation?
  • Where can flexible processes enhance customer experience and ensure completion by allowing customers to dip in and out of product journeys?
  • Strategies to navigate data security requirements to offer hassle-free customer journeys when customer patience is limited

09.00 Perspective One


09.20 Perspective Two

Mercedes Clark Smith, Head of Design and Validation Retail Experience, National Savings & Investment


09:40 The True Value Of AI & Real-Life Applications That Enhance Customer & Colleague Experience

  • How can you apply AI in its simplest forms to fully leverage its value for customers and colleagues? Quantify and measure the value of AI to win buy-in and convert sceptics
  • Navigate the limits of legacy systems to find new partners and AI solutions
  • Evaluate and action the right amount of AI and RPA for your processes, what are the opportunities and limits?
  • How can we retain a human element to produce intuitive chatbots that guarantee customer uptake?

Shnay Chohan, Senior AI Product Manager, NatWest Group



Sarah Greasley, Chief Technology Officer, Architecture CoE Lead, Direct Line Group



Matthew Weil, Head of Product, VoiceSage


Pierre du Rostu, Head of Innovation, AXA XL



10.10 Bonus Session Reserved For Exclusive Conference Partner

10.25 Morning Refreshment Break With Informal Networking


10.55 Best-Practice Methodologies For Strategically Upgrading Legacy Systems & Practices To Implement Digital Transformation

  • Discover how to choreograph digital transformation for sustainable, valuable, and long-lasting change
  • How can you secure buy-in from colleagues and senior management for a frictionless transformation?
  • Leverage transformation choreography to not only prepare for the future but transform the present
  • Balance innovative transformation with restrictive regulations and real-life capabilities
  • Learning from agile, speedy fintechs whilst navigating legacy and governance restrictions

10.55 Perspective One

Sol Enenmoh, Head of Digital Transformation, Vanquis Bank




11.15 Perspective Two

Bhavik Mohandas, Director of Product Management, American Express


11.35 Overcome Colleague Hesitancy Around Change, Innovation & Digitisation To Achieve Business-As-Usual In A Post-Pandemic World

  • Define and embed digital transformation strategies that complement your company culture
  • Steps to secure stakeholder buy-in and create change champions to achieve long-term, sustainable cultural transformation
  • How do you measure the success and value-add of cultural change in digital environments?
  • How can you ensure your company culture attracts a skilled workforce capable of realising digital innovation?

Christopher Williamson, Head of IT Delivery, first direct


11.55 How Can We Leverage Greater Connectivity To Harness The True Value Of Open Banking For Companies & Customers?

  • Apply the potential of open banking and API within the constraints of historic and legacy systems to improve customer experience
  • Beyond PSD2, how do we successfully navigate data ethics when delivering open banking strategies and products?
  • Dig deeper into expectations to understand perceived roles of banks in the future and the consumer demand for open banking
  • How can you educate customer and clients of the value of open banking to kick-start and guide their open banking journey?

Jonathan Holman, Head of Digital, Santander Corporate & Commercial



12.15 Bonus Session Reserved For Exclusive Conference Partner


12.30 Overcome Reduced Customer Loyalty With User-Centred Products & Apps Which Reduce Friction & Boost Engagement

  • Discover customer-insight-driven design which prioritises simplicity for user-friendly journeys
  • Maximise design, app aesthetics and integration to win and maintain customer loyalty in dense marketplaces
  • How can you drive adoption amongst your customers to make app-use a repeat and engrained behaviour?
  • When patience is thin, how can you help your customers find the information they need quickly and efficiently on websites and apps?

12.30 Perspective One

Richard Beaumont, Director of Design, Direct Line Group



12.50 Perspective Two

Srivigneshwar Prasad, Senior Product Designer, Portify



13.10 Morning Chair's Closing Remarks 

13.15 Lunch Break & Informal Networking


12.15 Discuss Critical Topics & Solutions With Your Industry Peers

A) Digital Inclusion

Sol Enenmoh, Head of Digital Transformation, Vanquis Bank



B) Sustainability

Lydia Malakis, Senior Advisor, Gossmann & CIE Group



C) Future Of Advice

Paul Selman, Senior Digital Product Owner, M&G



D) Insurtech

14.00 Afternoon Chair's Opening Remarks

David Thomson, Senior Product Owner, Lloyds Banking Group


14.05 Collect, Harness & Leverage Data To Power Your Digital Transformation & Innovation

  • Navigate regulations to harness GDPR-compliant data that boosts your digital innovation and proves the value-add of your transformation strategies
  • Unlock meaningful insight from your data to streamline transformation and support change
  • Compliantly and efficiently collect customer data throughout product journeys to harness their voice and complement your metrics
  • Overcome the security barriers of accessing sensitive data to enable business-as-usual for remote teams

Eddie Yanez, Head of Digital & AI Strategy, AIG

The Developer Experience In Financial Services

14.25 In Today’s Age, Financial Services Companies Are Having To Transform Into Tech Companies. Developers Are The New Rock Stars Of Banking. But What Does This Mean For Your Business?

  • How can you keep up with this trend?
  • How are developers needs different from other financial services roles?
  • How can you leverage user research to improve the developer experience?

Lisa Fraser, Executive Director (VP) UX Research, Goldman Sachs



Lorisa Dubuc, Executive Director (VP) Head of User Research, Goldman Sachs



14.45 Bonus Session Reserved For Exclusive Conference Partner


15.00 How Are NatWest Harnessing Digital Technology To Drive Climate Transformation?

Kari-Anne Clayton, Head of Transformation & Strategy - Retail Banking Digital & Technology, NatWest



15.20 Afternoon Refreshment Break With Informal Networking


15.50 The True Value Of AI & Real-Life Applications That Enhance Customer & Colleague Experience

With Covid-19 accelerating digital inequalities, find solutions for customers limited by digital device access, ability, mobile data allowance and smartphone capabilities
How are you digitising customer journeys and applications to make them increasingly accessible to your most vulnerable customers?
How can digital technologies be harnessed to encourage customers to address their financial wellbeing and build their financial literacy and capability?
Proactive, preventive innovations and early intervention tools to save your customers from falling into financial hardship

Kat Mann, Savings & Investment Specialist, Nutmeg



Mercedes Clark Smith, Head of Design and Validation Retail Experience, National Savings & Investments



Ullas Kishore, Senior Manager, Transformation Strategy, Lloyds Banking Group



Paul Selman, Senior Digital Product Owner, M&G



Carl Spilker, EVP of Analytics & Advisory, GDS Link





16.20 Set-Up, Set-Backs & Success: The Vision & Strategies That Define & Drive Your Digital Transformation & Innovation Journey

  • Cultivate business cases to overcome doubts and preconceptions around digital transformation and secure stakeholder buy-in and company-wide backing
  • From concept to viable product and successful integration and adoption: timelines and lessons-learnt
  • Entrepreneurial tactics to deliver quick, agile transformation within a traditional organisation• Identify and measure the value added and tangible impacts of digital transformation, not just for customers but for your business
  • How do you ensure you have the right digital architecture in place to support your transformation, grow with you and overcome regulation to deliver powerful results?
Speaker To Be Announced
16.40 Bonus Session Reserved For Exclusive Conference Partner


16.55 Add Value & Deliver Seamless & Innovative Customer Journeys & Experiences Based On Today’s Changed Customer Trends & Expectations

Paul Selman, Senior Digital Product Owner, M&G


17.55 Innovate & Overcome The New Challenges In A Digital-First World As We Move Towards Post-Pandemic “Business As Usual”

  • Explore the Covid-powered customer behaviours that are here to stay and those that will fade
  • How has Covid-19 accelerated workplace digital transformation and how can you adapt work environments to get the best out of your workforce and measure output wherever they are?
  • How to implement the new opportunities which have emerged from a period of disruption for sustained innovation
  • Navigate the pending digital skill shortage to empower your workforce, maintain efficiency and power innovation
  • How can you navigate data and privacy regulations and vulnerabilities to offer a viable working from home experience?

Amy Brettell, Head of Customer, UK Claims, Zurich Insurance Group



Christopher Williamson, Head of IT Delivery, first direct



Bhavik Mohandas, Director of Product Management, American Express



17.45 Closing Remarks & Close Of Conference


Now Is Your Chance To Get Involved In The Digital Transformation & Innovation In Financial Services Conference!

Can You Help Financial Services Professionals Boost Their Digital Transformation & Innovation To Improve Customer Experience & Deliver Seamless Journeys? For more information on how to get involved, please call +44 (0)20 3479 2299 or email

Here's What Previous Sponsors Of Recent Digital Finance 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