The European Meeting Point for Financial Services Professionals Working to Improve Customer Experience

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KEYNOTE SPEAKERS INCLUDE

• THE ROAD TO CX CENTRICITY • REGULATION & THE API ECONOMY

• PRODUCT DEVELOPMENT • DATA ANALYTICS

• CULTURE & INNOVATION

• PERSONALISATION

Nick Harrison Commercial Director First Direct

Hetal Popat Head of Open Banking and PSD2 HSBC

Fergus Murphy Group Customer Value Director Clydesdale and Yorkshire Bank

Paola Miani Head of Design Strategy Lloyds Banking Group

Bil Ahmed Head of Product Innovation Investec

Sarah Maguire Head of Products and CX Analytics RBS

CUSTOMER EXPERIENCE SOLUTION SPONSORS:

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CXC EU 2018 Conference Snapshot “Excellent networking opportunities. Getting to meet industry front runners and

share experiences and ideas on the future was a valuable two days” Laura Humphries, Digital Business Analyst, Davy

Technology Showcase Hall

With 8 Exhibitors

150+ Delegates

Taking over CityPoint

40 Industry-Leading

Speakers

Thought- Leadership

From Leading Industry Experts 40%

of Attendees from Financial Institutions

24% of delegates from

the C-Suite

Interactive Break-Out Workshops

Network Opportunities over 2 days

• THE ROAD TO CX CENTRICITY: Hear how customer-centric strategies improve operating performances and allow businesses to envisage the future role of customers

• REGULATION & THE API ECONOMY: Discuss the opportunity new regulations provide for agile partnerships within your business

• CULTURE & INNOVATION: Discuss how to create a cultural of innovation that focuses on the needs and behaviors of digital customers

• PRODUCT DEVELOPMENT: Learn how lean, agile, and design led-methodologies can help product teams co-create prototypes that meet the end-users demands

• DATA ANALYTICS: Understand how the adoption of data-led initiatives, insight tools and CRM systems will develop a concordant understanding of the customer

• PERSONALISATION: Examine the use-case for AI and new technologies and the progressive impact they could have on customer-centric initiatives

“Very interesting with a wide range of speakers approaching the topics from various angles”

Matt Hayward, Digital Specialist, Zurich

“Very thorough and relevant presentations across a range of company types. Really inspired and reminded me of clear principles I can take

back into my organisation. One of the best conferences I have been to.” Stacy Richards, PM- Customer Experience, Cardtonics UK

Embracing Digital Transformation

Fintech Network first recognised the value in developing a conference dedicated to customer experience in 2016. Since then, we’ve seen the financial industry go through substantial structural changes; Open Banking and PSD2 are transforming the market and more recently GDPR has reinforced the focus on the customer, making the conference even more relevant.

At CXC EU 2018, we’re bringing together the organisations with a vigorous focus on who the customer is, their experiences and how they navigate the services provided. Those organisations with the customer truly at the centre of the business are the ones seeing results in customer satisfaction rates, improved and higher profitable revenue and are outperforming their competitors.

Join us for 2 days of immersive discussions, thought-leadership presentations and ground-breaking new technologies to evaluate the face of customer experience. Highlights include:

• The Road to CX Centricity: Hear how financial organisations including Legal and General, RBS and LV have welcomed customer-centric strategic changes and the impact this has had on their operating performances

CXC EU 2018 - This year’s objective

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“Good conference, some interesting presentations indeed.” Katie Dilaj, Vice President – Global Transaction Banking, Product

Development, Deutsche Bank

JESSICA FAIRBANK Project Manager

T: +44 (0) 203 409 8415 E: jfairbank@fintecnet.com

• Regulation & The API Economy: Discuss the opportunity new regulations provide for agile partnerships and hear how HSBC are transforming the SMEs sector

• Culture & Innovation: Debate the most effective ways to create meaningful innovation and customer-centric cultures with case-studies from CYBG, First Direct and the Bank of Ireland

• Product Development: Learn how lean, agile, and design led-methodologies have helped Investec and Lloyds Banking Group co- create prototypes that meet the end-users demands

• Data Analytics: Understand how the adoption of data-led initiatives, insight tools and CRM systems are helping FS organisations including RBS to personalise content at scale

• Personalisation: Examine the use-case for AI and Virtual Assistance with Nordea and discuss the progressive impact this could have on customer-centric initiatives

My aim is to bring together real-world programmes and initiatives executed by market leading financial service organisations to provide you with insight into proven, best in class CX strategies.

I hope that you can join us in October where we bring together the very best CX initiatives designing the experiences tomorrows customer’s expect.

BREAKFAST MORNING LUNCH AFTERNOON EVENING

PRE-CONFERENCE MEETUP

OCTOBER 29

Exhibition Setup and Pre-Conference Registration

CX STRATEGY: REGULATION AND

CULTURE OCTOBER 30

Registration and

Networking Session

Business Case for CX• The Digital Customer • Staying Competitive • The Regulatory Review

NetworkingSession and Breakout

Workshops

Putting the Customer First• Building A Culture• Driving Internal Innovation• Internal Digital Transformations • The Role Of Fintechs

Networking Drinks Reception

PRODUCT DEVELOPMENT

OCTOBER 31

Networking Session

Product Development • Co-Creation • Agile Methodologies • API’s

NetworkingSession and Breakout

Workshops

Technology Innovations• AI and Virtual Assistance • Integration of New Technology • Digital Market Place

CXC EU 2018 Conference at a Glance

KEYNOTE PRESENTATIONS 150+ DELEGATES TECHNOLOGY SHOWCASE HALL INTERACTIVE WORKSHOPS

“Beyond expectations. The breadth and content of presentations gave a deep view on the current financial marketplace. Relevant and

thought provoking.” Samantha McGrath, Competitive Markets & Business Policy, Lloyds Banking Group

CXC EU 2018 Expert Speakers

THE BUSINESS CASE FOR CX

Martijn Moerbeek Group Digital Strategy & Innovation Director Legal and General

Gayathri Sudhakaren Head of Self-Serve & Propositions Lv=

Francis Mac Aonghus Strategic Industry Lead CX Strategy Oracle

Wincie Wong Digital Propositions Lead Personal & Business Banking RBS

BUILDING A CULTURE OF INNOVATION

Kate O’Byrne Head of Customer Distribution Channels Bank of Ireland

Fergus Murphy Group Customer Value Director CYBG

Nick Harrison Commercial Director First Direct

Sharifah Amirah Chief Client Officer Intent HQ

Hetal Popet Head of Open Banking and PSD2 HSBC

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PRODUCT DESIGN AND DEVELOPMENT

Aline Baeck Head of Design Capital One

Bil Ahmed Head of Product Innovation Investec

Paola Miani Head of Design Strategy Lloyds Banking Group

Carol Liao Product Designer MoneyFarm

Daniel Kornitzer Chief Business Development Officer Paysafe

Matt Ford Product and Marketing Director Tandem

CXC EU 2018 Expert Speakers

USING DATA TO YIELD CUSTOMER INSIGHT

Junior Hewitt Director of Customer Success Chattermill

Sarah Maguire Head of Products and CX Analytics RBS

Pedro Martin-Steenstrup Data Analyst TransferWise

Michael Anyfantakis Head of Customer Journey Design Lloyds Banking Group

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EMBRACING TECHNOLOGY TO REMAIN COMPETITIVE

Ishaan Malhi Founder & CEO Trussle

Anna Metsäranta Head of Automated Remote Customer Experience Nordea

Chris Bradbury Product Designer MoneyFarm

Hannah Isaacs Management Consultant Pen CX

WANT TO BE A SPONSOR OR EXHIBITOR?Get in touch with Jessica Fairbank today at jfairbank@fintecnet.com to see how you can benefit from CXC EU 2018

“Found it useful to hear from the new entrants on their models and partnerships.”

Helen Hobbs, Senior Manager, Lloyds Banking Group

SECTION 1: EVOLVING THE BUSINESES CASE FOR THE DIGITAL CUSTOMER The CX Kaleidoscope in Financial Services• Learn how Oracle deploys each customer journey as an

individual dataset and how they are brought together to drive customer experiences

• Review the challenges of customer demands and expectations driving change and determine how we interpret the infinite number of paths chosen by the end-user

• Examine how Oracle manages customer interactions providing an adaptive, fluid and connected environment to bring the customer to the centre of CX strategy

Francis Mac Aonghus, Strategic Industry Lead-CX Strategy, ORACLE

The Business case for Customer Experience • Asses the role that fintech’s can play with a more

efficient and flexible approach to customer experience and how ‘good enough’ is no longer acceptable for the end-user

• Discuss why it’s important to be meaningfully different in the new digital age to realise how important company values are to the customer

• Hear more about the role of technology in customer experience and why Legal and General have invested in AI to focus on protecting their core values

Martijn Moerbeek, Group Digital Strategy & Innovation Director, LEGAL AND GENERAL

CXC EU 2018 Main Conference Agenda

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Talking to the Connected Consumer• Understand how we continue to prioritise customer

experience while dealing with the implications of customers continually changing their expectations

• Review the latest CX use cases to discover how technology can transform the journey into seamless experiences for the customer

• Hear how LV= have introduced technology to enable greater customer centricity through personalisation; driving value for business by lowering costs of distribution at scale

Gayathri Sudhakaren, Head of Self-serve & Propositions Digital, LV=

6 Steps to Bake an Innovation Cake• Discuss how Open Banking has accelerated the need for

rapid innovation in financial services by looking at how RBS, a traditional incumbent has had to become more agile

• See how RBS are building their innovation labs and how they are developing the steps needed to build a successful new digital proposition

• Review RBS’s success cases to discuss the relevance of innovative propositions for CX to help futureproof your business to meet the customers of tomorrow

Wincie Wong, Digital Proposition Lead, RBS

SECTION 2: MOVING BEYOND REGULATION TO DELIVER VALUE How is Regulation Creating Opportunities to Transform Customer Experience?• Discuss how banks can leverage the emerging

ecosystem to support customer outcomes• Understand how financial institutions can deliver

niche propositions at scale, with a focus on the growing demands of SME’s delivering niche propositions at scale

• Hear how HSBC have approached meeting and moving beyond regulatory requirements to create customer value from Open Banking and PSD2

Hetal Popet, Programme Director/Head of UK’s CMA Open Banking, HSBC

Building The Bank Without the Balance Sheet• Understand how Yolt is building an app from scratch

that can manage your entire personal financial world• Discover the architecture of connected value-added

services covering every money touch point• And, most importantly, discuss how to ensure that it

is a personalised end-to-end experience for each user Roderick Simons, Chief Technology Officer, YOLT (ING)

CXC EU 2018 Main Conference Agenda

SECTION 3: ESTABLISHING A CULTURE OF INNOVATIONBe the Difference: Enabling our Customers, Colleagues & Communities to thrive• Benefit from an overview of the Bank of Ireland’s “Be the

Difference” colleague engagement initiative • Hear examples of where engaged colleagues and

innovative projects have delivered value to customers across multiple touchpoints along the journey

• Understand the BOI’s perspective on what more needs to be done to improve the way colleagues manage customers to provide a better experience in financial services

Kate O’Byrne, Head of Customer Distribution Channels, BANK OF IRELAND

Embracing Innovation in the New Era of Banking • Relive the journey that CYBG have taken to transform into

a full-scale challenger bank in the UK and learn lessons from their experiences

• Debate how a strong cultural foundation is important to ensure companies protect their values when expanding digitally

• Review the work CYBG are doing with their digital bank ‘B’ as they outline how to embrace innovation in the new digital era

Fergus Murphy, Group Customer Value Director, CLYDESDALE & YORKSHIRE BANK GROUP

Putting the Customer First• Identify what the modern successful bank will look

like as First Direct explains the need to remain both personal and relevant

• Understand how restructuring your business around the customer will improve the ROI helping to safeguard the service you provide

• Discuss what it means to put the customer first in the new world of Open Banking and the challenges that are holding bank innovation potential

Nick Harrison, Commercial Director, FIRST DIRECT

Being Customer First - How Do You Drive That Transformation? • Get to the bottom of what ‘customer first’ means in

today’s multi-channel global marketplace• Discuss how financial organisation can leverage

data and bring the voice of the customer into organisations to influence the transformation process

• Take a look at cross industry best practices by hearing how Intent HQ brings together data to activate the voice of the customer driving digital transformations forward

Sharifah Amirah, Chief Client Officer, INTENT HQ

SECTION 4: CUSTOMER CENTRIC PRODUCT DEVELOPMENT The Ever-Changing Face of Product• Review the evolution of product development by

following the developer’s journey through fragmentation and isolation to get to where we stand today

• Delve into the imperative of knowing the client’s needs, future uses and expectations to better understand the point of friction

• Consider what technology will influence the future of product development within financial services to keep up with the extreme pace of customer cycles

Bil Ahmed, Head of Product Innovation/ Business Strategy, INVESTEC

Panel Discussion: Putting the Individual First • Discuss how the financial sector can improve customer

engagement, loyalty and retention by understanding their customers better and personalising content at scale

• Address the most effective design methodologies that embrace co-creation resulting in a better product and service for the end user

• Discuss how we design products that serve long-term value for the customer and establish relationships to ensure loyalty to the brand

David Mitchell, Business Director, FUTURICE Aline Baeck, Head of Design, CAPITAL ONE Daniel Kornitzer, Chief Business Development Officer, PAYSAFE Matt Ford, Product Director, TANDEM

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CXC EU 2018 Main Conference Agenda

Staying Creative in a Traditional Industry• Explore some of the seminal limitations that

new innovative companies must navigate to stay innovative in an industry that is traditionally restrictive

• Hear how Moneyfarm prioritise the user in the design process to continue to be innovative and keep up with changing trends

• Take a look at Moneyfarm’s current projects identifying how they apply their process to continue to design delightful moments that meet their customers’ requirements

Carol Liao, Product Designer, MONEYFARM

Designing Cohesive Experiences at Scale • Hear how Lloyds Banking Group are using tools

and frameworks to support quality and efficiency across multiple product teams to deliver a cohesive experience

• Delve deeper into changes Lloyds Banking Group have implemented including engagement initiatives, design projects and C-Suite engagement to foster a collaborative environment

• Review why it was essential Lloyds developed a human centred approach and the benefits this had brought to deliver a cohesive experience

Paola Miani, Head of Design Strategy, LLOYDS BANKING GROUP

SECTION 5: USING CUSTOMER DATA TO YIELD CUSTOMER INSIGHTThe Closed Loop Feedback Model: Using Data to Harvest Customer Feedback• Hear how RBS use data to develop a true understanding

of customers experience, driving action based on data to enhance the capability of staff

• Understand the benefits of building a cross-functional team to drive cultural change around the customer’s experience to add value to each individual exchange

• Learn how a Closed Loop Feedback Model reduces costs while driving customer advocacy creating learnings that can be applied to any organisation

Sarah Maguire, Head of Products and Customer Experience Analytics, RBS

Panel Discussion: Understanding the Real Needs of Digital Customers • Asses the ways financial institutions are looking to

transform themselves, to succeed in the new digital era by analysing insight tools including customer journey mapping

• Review the structural challenges that are slowing down the development of digital customer engagement as well as the opportunities and concerns for financial institutions

• Explore some of the successful tools financial institutions are spearheading to manage customer experiences by evaluating our ability to address real-time issues

Hannah Isaacs, Management Consultant, PEN CX Michael Anyfantakis, Head of Customer Journey Design, LLOYDS BANKINGChris Bradbury, Product Developer, MONEYFARM

SECTION 6: EMBRACING TECHNOLOGY TO REMAIN COMPETITIVE Using Technology to Put the Customer at the Core• Hear how Trussle uses modern messaging methods

to build rapport and provide a personalised experience without meeting customers face-to-face

• Learn how Trussle works alongside traditional financial services and navigates complicated relationships to create successful partnerships

• See how Trussle leverages algorithms to help everyone love their journey of owning a home, and how Real-Time analysis benefits the customer experience

Ishaan Malhi, Founder & CEO, TRUSSLE

Panel Discussion: The Future Role of Virtual Assistance in Financial Services• Explore how to capitalise on the opportunities new

technology brings and the benefit provides the customer and financial service organisation

• Learn how algorithms track and maintain customer profile data offering personalised financial products or services that add value to the customer

• Discuss the latest use cases for innovative CX technologies that provide a frictionless engagement for the customer via voice recognition and biometrics

Anna Metsäranta, Head of Automated Remote Customer Experience, NORDEA

OUR METHOD: We build each of our sessions around one sponsor, working exclusively with each to ensure theirs is the only voice heard on a given topic. We’ll work with you to ensure you only pay for what you need and ensure added value at every point of your engagement. Our approach has been to deliver exceptional value to sponsors

SPONSORSHIP OPPORTUNITIES AT CXC EU 2018If you are launching a product or solution aligned with customer experience including data analytics, AI, banking platforms, CRM systems, design– we want to hear from you!

THE PROGRAMME: CXC EU 2018 is a programme developed for financial services, delivered by financial services. We work with a select handful of solution providers to ensure a balanced perspective on each topic, giving sponsors a truly unique platform alongside senior executives from leading UK and European Financial Services to build their brand

THE AUDIENCE: Our audience consists of senior financial service executives defining their organisations customer experience strategy, digital transformation initiatives or specialist programmes such as AI or design. Our model puts 150 of the right people in the audience, giving you a highly qualified and effective platform to position you as a thought leader

Benefits of Sponsoring CXC EU 2018

WANT TO BE A SPONSOR OR EXHIBITOR?Get in touch with Jessica Fairbank today at jfairbank@fintecnet.com to see how you can benefit from CXC EU 2018

“Great ROI, packed programme, engaging speakers and relevant participation.”

Paul Prior, Managing Director, FTI Consulting

2018 SPONSORS INCLUDE:

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CXC EU 2018 Audience Overview

“Informative and insightful. Good to see the thought process and consideration of the wider industry.”

Duane Campbell, Head of Loans Development & Strategy, Tesco Bank

CXC EU 2018 is a programme designed for financial services and delivered by financial services. A minimum of 40% of attendees represent either a UK or European incumbent, tier 2, challenger banks and insurance companies and typically have a leadership role within a business unit like retail/business banking,Insurance or asset management or are a subject matter expert around customer experience, digital transformation, innovation, insight, AI and data.

Top Banks Top Financial Services Organisations Top Challengers and Fintech’s

Bank of Ireland AIG Bought By Many

Barclays Aviva UK Digital Curve

BBVA Capital One UK Funding Circle

Credit Suisse AG Close Brothers iam Bank

Deutsche Bank Direct Line Group iZettle

HSBC Fidelity International Monitise

Intesa Sanpalo Janus Henderson Monzo

Lloyds Banking Group Mastercard Nutmeg

Metro Bank Method PayKey

Nationwide PayKey Raisin

Nordea Paysafe Tandem

RBS Royal London World-first

TSB Bank Standard Life WorldRemit

UBS Switzerland AG Zurich Intermediary Group ZopaREGISTER TODAY >>

The remaining delegates represent global tech companies, innovative Fintech players or government, customer experience specialists and trade bodies. In 2018, we are planning to bring together 150 of the leading lights in European financial services.

GROUP BOOKING DISCOUNTSSending a large delegation? Email us directly at jfairbank@fintecnet.com or call us on 0203 409 8415 to secure a group discount before space runs out.

DATE & VENUEOctober 30-31, 2018CityPoint, 1 Ropemaker St, London

Book by August 24th to Save £700 £595 +VAT

Book by September 28th to Save £400 £895 + VAT

FULL PRICE £1295 +VAT

Secure your place now and join confirmed attendees from

Call us directly on 0203 409 8415 to secure your place

Register onlineEmail us directly at jfairbank@fintecnet.com with your chosen pass type

Register in 3 easy steps before all passes sell out!

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Terms & Conditions: Payment Policy: Full payment is due within 28 days of ticket reservation and must be paid in full 1 week prior to event registration, whichever comes first. Registration will not be confirmed until full payment has been received. Cancellation and Refunds: Cancellations must be received in writing. If cancellation is received within 28 days of the conference, the attendee will receive a full credit to a future conference. If cancellation is received more than 28 days from the conference, FinTech Network Ltd will retain 10% of the attendance fee for administration purposes or offer a full credit to a future conference. Places are transferable at no extra charge. In the event that FinTech Network Ltd cancels a conference, payments received at the cancellation date will be credited back in full to all attendees. All conference credit notes remain valid for 2 years. Changes to Conference Programme and Agenda: FinTech Network Ltd reserves the right to postpone or cancel an event, to change the location or alter the advertised speakers for an event at any time. Any Changes to the agenda will be updated on our website as soon as possible. Design by www.TheCreativeTree.co.uk

What’s Included:• 3 day Conference Pass• Access to Technology Showcase Hall• Networking drinks Reception and Luncheon• Post Conference Proceedings

What’s Included:• 2 Day Conference Pass• Access to Technology Showcase Hall• Networking Drinks Reception & Luncheon• Post Conference Proceedings

Book by August 24th to Save £700 £495 +VAT

Book by September 28th to Save £400 £795 + VAT

FULL PRICE £1195 +VAT

STANDARD PASSBook before Aug 24th and Save £700

What’s Included:• 2 Day Conference Pass• Access to Technology Showcase Hall • Networking Drinks Reception and Luncheon • Post Conference Proceedings

Additional Premium Pass Features:• Preferential Access to Training Workshops• Priority Conference Room Seating• Express Registration

Register for CXC EU 2018

PREMIUM PASSBook before Aug 24th and Save £700