04 - 05 December, 2018 | Hilton London Kensington, London, United Kingdom

Agenda Day 1

8:30 am - 9:00 am Registration and Coffee

9:00 am - 9:10 am Chairperson’s Opening Remarks and Welcome

9:10 am - 9:45 am Business Case for Customer Experience: Competing in an Experience Economy

Martijn Moerbeek - Group Digital Strategy & Innovation Director, Legal and General
  • The end of good enough: Is it technology that disrupt industries, or not?
  • The good, the bad and the ugly: Why do we often get CX so horribly wrong and what’s on the horizon?
  • Show me the money: What are the financial benefits of getting CX right?
  • Exponential growth: how to achieve exponential growth through good CX?

Martijn Moerbeek

Group Digital Strategy & Innovation Director
Legal and General

9:45 am - 10:20 am Developing a Design Led Culture

Paola Miani - Head of Design Strategy, Digital Customer Experience, Lloyds
  • Creating a shared vision and establishing a design led culture: Defining, setting and implementing an effective roadmap
  • Overcoming the challenges and hurdles of embedding a design culture 
  • Exploring  different frameworks and toolkits that can connect the design community and create customer empathy across the organization

Paola Miani

Head of Design Strategy, Digital Customer Experience

10:20 am - 10:50 am Optimising the Entire CX Journey: Aligning Improvements in CX with CCM for Maximum Impact

Adrian Odds - Director of Strategy & Market Propositions, Communisis
  • Recognising the importance of CCM within the CX improvement journey
  • How should CCM operations be aligned with CX initiatives?
  • Optimising business performance: Driving down costs and improving efficiency while increasing CX impact

Adrian Odds

Director of Strategy & Market Propositions

10:50 am - 11:20 am Morning Coffee and Networking Break

  • What are the key considerations when setting a vision and mission for the CX strategy?
  • What are the best ways of communicating the strategy and should it come from the top?
  • What are the benefits of empowering front and back facing staff to take ownership of the customer experience and how can you ensure it is put into practice?
  • How can you promote and reward a customer centric culture?
  • What techniques can you use to ensure the customer is placed at the heart of proposition strategy?
  • How can technology support the CX strategy and enhance customer experience? What types of technology are currently driving the best results?

Adam Ginty

Head of Customer Experience
United Bank UK


Paola Miani

Head of Design Strategy, Digital Customer Experience


James Brindley-Raynes

Global Product Manager Staff Digitisation


Bruno Genovese

Director of Customer & Propositions
Virgin Money Digital


Wincie Wong

Digital Propositions Lead Personal & Business Banking

12:00 pm - 12:35 pm Improving Customer Experience by Enhancing Employee Engagement: Happy Staff = Happy Customers

Natalie Soderlund - Service Designer, OP Financial Group
  • Improving customer attraction and retention, raising customer satisfaction and improving customer performance by putting employee experience at the core of your business
  • Developing metrics to measure employee engagement and determine areas of improvement
  • Creating the right culture: Setting and sharing a clear vision, purpose and mission formed around CX values 
  • Investing in employees: Providing the right digital tools, training and support to ensure they are fully equipped to deliver outstanding service
  • Leveraging employees as a source of CX insight to improve products and processes

Natalie Soderlund

Service Designer
OP Financial Group

12:35 pm - 1:05 pm Automation – Are You Ready?

Doug Overton - VP, Consulting & Insight, Praxidia
  • Understanding the pitfalls of taking a technology led approach to digital transformation
  • Key essential considerations prior to embarking on digital transformation activity
  • Identifying solutions that will help prepare organisations effectively for digital transformation and reduce risk of failure


Doug Overton

VP, Consulting & Insight

1:05 pm - 2:05 pm Lunch and Networking Break

2:05 pm - 2:40 pm How Design Can Foster Innovation and Solve Business Problems

Aline Baeck - Head of Design, Capital One
  • Introducing design thinking into the business: Demonstrating value to leadership teams
  • Establishing a design team: Key factors for success
  • Experimenting with methodologies that help you exceed customer’s expectations

Aline Baeck

Head of Design
Capital One

2:40 pm - 3:15 pm Designing a Customer Experience that Drives Business Outcomes

Jane Cormack - Product Development and Delivery Director, Start Up Loans, British Business Bank
  • Aligning people, technology and processes
  • Changing mind-sets and behaviours in pursuit of a customer centric company culture
  • Creating an engaging end-to-end customer journey that supports business objectives
  • Turning the voice of the customer into actionable insights across all touchpoints

Jane Cormack

Product Development and Delivery Director
Start Up Loans, British Business Bank


This is your opportunity to meet with the vendors in our exhibition area to learn more about the technology and services that are designed to support your projects. These tech demos will last approximately 5 minutes on five cycles with the opportunity to continue your discussion throughout the networking break.

3:45 pm - 4:15 pm Afternoon Coffee and Networking Break

4:15 pm - 4:45 pm Mobile Only Banking as a Service: Putting Customer Experience at the Core of the Business

Matthew Ford - Product and Marketing Director, Tandem Bank
  • Overview of Tandem Bank, the digital model and CX strategy: Going beyond just money management and reducing stress within daily lives
  • Understanding your customers and identifying opportunities throughout the end-to-end customer journey
  • Tandem Bank’s roadmap: Building on strong foundations and expanding into different product categories

Matthew Ford

Product and Marketing Director
Tandem Bank

4:45 pm - 5:25 pm Improving Customer Loyalty and Retention through Experience: Changing Mindsets and Improving Business Outcomes

Enrique Gomez Alonso - Chief Customer Officer, Zurich Spain
  • Creating a customer experience culture: Gaining buy-in from the board by speaking in the right language, educating and delivering results
  • The business case for driving loyalty and retention vs. new business
  • Back to basics: The importance of focusing on people and internal process optimization
  • Key strategies for building customer loyalty and trust through better experiences
  • Keeping abreast of emerging technology that can support the customer strategy

Enrique Gomez Alonso

Chief Customer Officer
Zurich Spain

5:25 pm - 5:30 pm Closing Remarks from the Conference Chair and End of Conference Day One

5:30 pm - 6:30 pm Networking Drinks