The Financial Service Leaders Dinner

An exclusive dinner discussion for C-level executives and CX leaders from London's fast growing firms

Transforming CX with an Automation-First Strategy


Customer expectations are changing as digital channels serve as viable gateways for on-demand support. And yet, customer support failures continue to plague most companies. Repetitive tasks such as updating credentials, checking account details, and scheduling a call can be automated without flooding your call center – but only with the right AI-powered platform. CX leaders are seeking solutions that exceed customer expectations, while offering features that allow the company to scale and expand. How ready is your business for an automation-first support strategy?

  • How is AI helping agents provide better customer service?
  • What types of customer service interactions represent the best opportunities for automated interactions?
  • What are some strategies for achieving optimal human capital with digital transformation?

6:30 pm: Arrival of guests and reception
7:00 pm: Welcome by The Ortus Club and short address from Ada
7:10 pm: Discussion instigated by the moderator and continued by the group
7:45 pm: Mains are served
8:00 pm: Discussion brought to a close and guests are encouraged to continue networking
9:00 pm: Change of seats before dessert

Dukes Hotel London
35 St James’s Pl, St. James’s, London SW1A 1NY, United Kingdom

Tuesday, 26th of November 2019

Dukes Hotel, London

Attended by:

Deputy COO at HSBC
VP of CIB Digital Strategy & Fintech at JP Morgan
VP of Retail and Personal Banking Audit at Barclays
VP and Head of EMEA Investing and Lending Technology at Goldman Sachs
Vice President of Operations at Funding Circle
VP of Market & Customer Insights, Advanced Analytics at Barclays
Head of Customer Management Credit Program at Capital One
Head of Digital Operations Performance at Lloyds Banking Group
Head of Customer & Fraud at Barclays
Head of Procurement at Link Asset Services
Head of Fintech EMEA, CIB and Executive Director at JP Morgan
Head of Marketing for the Consumer and Investment Management Division at Goldman Sachs and Head, Product and Marketing at Marcus by Goldman Sachs
Head of Digital Propositions and Customer Experience, Digital Proposition and CX Director at Aviva
Global Product Head at  HSBC
Customer Director at Vanquis Bank
Director of Digital Strategy & Fintech at JP Morgan
Director of Operational Strategy and Automation at Lloyds Banking Group

Hosted by:

Nathalie OnaThe Financial Service Leaders Dinner