20:20 Customer Experience: Financial Services
Mar 29 2017

20:20 Customer Experience: Financial Services

Radisson Blu Portman, London

20:20 Customer Experience: Financial Services is the premier customer experience conference that brings together over 150 professionals from banking, insurance, life assurance and more.

Innovative, forward-thinking and futuristic: this event focuses on the cutting-edge of customer experience, from the Internet of Things to AI. Innovation and CX leaders at incumbents and C-level representatives from challengers will deliver insight into these revolutionary topics, as well as fundamental issues such as omnichannel and personalisation. With new interactive formats – including our new Hackathon60 – join us to be a part of the movement guiding future customer experience excellence.


Gain insight from the challengers and incumbents breaking the mould as they look to the future in our Leaders’ Forum



Hear from innovation leaders as they delve into the hot topics at the cutting edge of customer experience



Make the most of interactive formats, including our Hackathon60, to shape the conversation and take away unparalleled insights



Discover how ground-breaking technologies, from AI to IoT, are poised to be the next frontier in customer experience



Join 150+ senior professionals leading the customer experience movement and capitalise on our extensive networking opportunities



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Wednesday, 29th March 2017

Welcome address by Juliet Knight, Director, Marketforce
Chairman’s opening remarks

Session One: Envisioning CX in 2020 and beyond

Keynote opening address

Inspiring customer devotion: bucking the trend and delivering excellent CX

Tracy Garrad

Chief Executive Officer

First Direct

A whole new world: the combination of culture change and new technology
Nicola Millard

Customer Futurologist


Advisory session


Leaders’ forum

The future of customer experience in an increasingly competitive landscape

  • How is competition altering customer experience strategies?
  • How can financial institutions stay ahead of the curve as more start-ups are launched?
  • What impact will new technology have on customer experience?
  • How can incumbents make the most of new technological opportunities?
  • Engaging staff alongside new technology to improve customer service
  • Is cooperation between incumbents and challengers the way forward?
  • How can organisations keep pace in an ever-changing environment?
Phoebe Hugh

Co-founder and Chief Executive Officer


Sam White

Director of Customer Advocacy


Mark Evans

Marketing Director

Direct Line Group

Chris Jolly



Ruth Handcock

Chief Customer Officer

Tandem Bank

Refreshments and enhanced networking

Session Two: Streams

Stream A: Customer engagement and the future of personalisation
Becoming a trusted and indispensable part of customers’ everyday lives
  • Pre-empting behaviour to help customers make better financial decisions and build long-term relationships
  • How can the smartphone be better harnessed to enhance real-time, personal connections with customers?
  • Going above and beyond: the moments of unexpected delight that emotionally engage customers
Ruth Handcock

Chief Customer Officer

Tandem Bank

Case study: Internet of Things

Neos Insurance

By combining the latest smart technology, 24/7 monitoring, and premium home insurance, Neos is providing products designed around what the customer wants. A representative from Neos will explain how it is leveraging the benefits of the Internet of Things and smart home technology to deliver a truly personalised offering.

Matt Poll

Co-founder & Chief Executive


Advisory session
Live Q&A

Taking personalisation to the next level

  • How can financial institutions make the most of data in a connected world?
  • Utilising predictive analytics: the gateway to personalisation
  • How can new insights drive informed decisions at the moment of truth?
  • Recognising data has become a currency: ensuring real value in exchange for data
  • What opportunities and challenges will GDPR or replacement legislation create?
  • The problems of poor quality and disparate data: what are the best solutions?
  • How can skills issues be overcome?
  • What is the next phase for personalisation and how can we get there?
Ruth Handcock

Chief Customer Officer

Tandem Bank

Matt Poll

Co-founder & Chief Executive


Anthony Scammell

Director of Customer Experience

Old Mutual Wealth

Stream B: From automation to artificial intelligence – the new frontier in customer experience?
Enhancing the customer experience through seamless back office operations
  • Improving operational efficiency to drive customer experience change
  • Using digitalisation to improve process speed and accuracy
  • Transitioning to automated processes to meet the rising demands of customers
  • Where next: how can operational transformation continue to improve CX?
Robert Hanrahan

Director of Operational Excellence

RSA Group

Case study: artificial intelligence


Providing a quick and easy automated mortgage advice service, Trussle is putting the customers, rather than the lenders, first. Now a representative from Trussle will share how it is using this pioneering AI-enabled technology.

Ishaan Malhi

Founder & CEO


Advisory session
Live Q&A
  • How can key processes be automated effectively to speed up assistance? 
  • How can automation be used to keep track of customer needs?
  • Striking the balance between staff and new technology
  • Does the increased use of virtual assistants carry the risk of becoming too impersonal?
  • What can be done to limit the damage of a malfunctioning machine?
  • Using deep analytics and cutting-edge technology to make decisions and adapt to change at a quicker pace
  • What will it take for new technology to be truly welcomed by the customer?
Robert Hanrahan

Director of Operational Excellence

RSA Group

Ishaan Malhi

Founder & CEO



Session Three: Towards the ultimate omnichannel experience

Developing a successful omnichannel strategy
  • Staying true to the goal: keeping the customer at the heart
  • Understanding the limitations of different devices: what to offer on which channels?
  • How can emerging channels such as social media be included? How does this impact strategy?
  • How can new technology be used to ensure smooth cross-channel experiences?
Advisory session
Hackathon60: new solutions to the omnichannel challenge

Overcoming the challenges of providing a frictionless omnichannel experience

A seamless omnichannel proposition has been a goal in the industry for some time now. With many strategies in place across the sector, there are still many hurdles in achieving this end. This session will give delegates the opportunity to discuss the obstacles to a complete omnichannel experience and possible strategies to overcome them.

How it works:

1. Before the conference you tell us the biggest challenges in achieving a frictionless omnichannel experience

2. We divide the room into groups to tackle different challenges

3. Delegates discuss the problem and brainstorm ideas and strategies to tackle them

4. Each group provides feedback on what was discussed


Session Four: Technology game-changers

Disruption and transformation: a vision of the future
  • What are the most exciting technological innovations in customer experience?
  • Timing is everything: staying ahead of the curve but not jumping the gun
  • Attracting and retaining the right talent to fuel innovation
  • How will customers benefit from the disruption to come?

    Advisory session
    Live Q&A

    Understanding opportunities of technology game-changers

    • How can the customer remain the focus in this new environment?
    • How can the Internet of Things evolve in an increasingly connected world?
    • Artificial intelligence: is current enthusiasm a tipping point or just another cyclical high?
    • How can augmented reality be adopted to boost customer experience?
    • How is blockchain technology set to transform the customer experience in the long term?
    • How can a concrete business case for technological investment be presented?
    • What will customer experience in financial services look like in 2020 and beyond?
    Rod Willmott

    Fast Track Innovation Director


    Alex Letts

    Chief Executive Officer


    Renaud Million

    Co-founder and Chief Executive Officer


    Chairman’s closing remarks and end of conference

    Download Brochure Print Programme

    Why delegates attended this year:

    • Gained a board-level perspective from customer experience leaders
    • Explored how insight and analytics can be exploited to improve the customer journey
    • Discussed the obstacles and opportunities in building a true omnichannel service
    • Gained insights into how you can orient your operations and processes around the customer’s demands.
    • Discussed how to improve loyalty through customer feedback and engagement
    • Learnt how advancing technology and new challengers will transform customer expectations
    • Took advantage of unparalleled networking opportunities with fellow professionals from across the financial services sector.

    Who attends?

    Companies that attended last year included:

    • 1st Central
    • Adrian Swinscoe
    • AEGON
    • Ageas
    • AIB Group
    • Al Rayan Bank PLC
    • Allianz Group
    • Aviva
    • AXA Group
    • Bactest
    • Barclays Group
    • BGL Group
    • BookingBug
    • Bright Grey
    • BrightCultures
    • Caja Laboral Euskadiko Kutxa
    • Campaign for Community Banking
    • Canada Life
    • Capital Chase
    • Close Brothers Group
    • Confirmit
    • ContactPartners
    • Customer Buyology
    • Deloitte
    • EDM
    • Euroclear
    • Fintech Finance
    • Henley Business School
    • Hiscox
    • Hood Group
    • Interactive Intelligence
    • Investec
    • iRise
    • John Lewis Insurance
    • Just Retirement
    • K2
    • KBC Group
    • KNIF Insurance
    • Lithium
    • Lloyds Banking Group
    • LV=
    • M&G Investments
    • MatsSoft
    • Maze & Partners
    • MetLife
    • Metro Bank
    • National Savings & Investments
    • Network Research
    • Nordea
    • Open Text
    • ORC International
    • PA Consulting Group
    • Partnership
    • Personetics Technologies
    • Phoenix Group
    • Pierre Audoin Consultants
    • Principality Building Society
    • Prudential
    • Qubit
    • QuestBack
    • RaboDirect
    • RBS Cards
    • Retail Banking Research
    • Royal Bank of Scotland
    • Royal London Group
    • RSA Group
    • Saga Group
    • Santander
    • SAS
    • Sberbank
    • SEB Group
    • Serco Group
    • Sopra Group
    • Standard Life Group
    • Swiss Post
    • Target Group
    • Tesco Bank
    • Tesco Underwriting
    • Towry
    • Turn2Us
    • UniCredit Group
    • University of Nottingham
    • Verisec
    • West Bromwich Building Society

    Last year's attendee breakdown


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    Group bookings of 3 or more people will receive an automatic 15% discount. Prices listed exclude VAT.
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    £795.00 + VAT Until 16/12/16
    £895.00 + VAT Until 24/02/17
    £995.00 + VAT Standard

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