Customer Experience Leadership Series – Designing the future of CX

Join us along with other leaders in customer experience, operations and regulation for the launch of our Customer Experience Leadership Series. During this launch roundtable discussion we will explore some of the core challenge areas impacting financial services leaders in this space and consider how we can work collaboratively to design the future of customer experience and operations.

Customer expectations, AI innovation and regulatory pressure are reshaping the role of customer experience and operations across the financial services industry.

Organisations must now deliver effortless, end-to-end journeys, harness AI and data responsibly, improve customer outcomes and empower a rapidly evolving workforce.

Brought to you in partnership with Kura, this leadership series will bring together senior CX, operations, digital and regulatory leaders to work together collaboratively to tackle core challenges and design the future of customer experience and operations.

Core pillars:

1) Effortless Customer Experience & Journey Excellence

2) Trust, Compliance & Customer Outcomes

3) AI, Data & Intelligent CX Transformation

4) Workforce, Culture and CX Leadership

Through expert keynotes, roundtables, consultations  and cross department working groups, the leadership series will explore how to design seamless journeys, deploy AI and automation effectively, build trust and compliance into experiences, and develop the culture and leadership needed to deliver next-generation customer experience.

The initial focus of the first session is as follows:

Agenda

9:00am
Arrival & Networking
9:30am
Welcome, Owen Campbell, CEO, Kura
9:35am
Session Opening, Chair, Ian Davey, Founder & CEO, FinTech-Tables
9:40am
Introductions
9:50am
Pillar: AI, Data & Intelligent CX Transformation
Keynote 1:
How AI & Data can transform customer trust, improve customer outcomes and deliver compliance. Graham McDonald, Head of Complaints and Compliance, Nationwide.
10:00am
Pillar: Effortless Customer Experience & Journey Excellence
Keynote 2:
The operating model behind better customer experience. Kevin Murphy, Chief Operating Officer, NatWest, Rooster Money
10:10am
Group Discussion:
1) Group perspectives on the above keynotes and core challenges in customer experience
2) How do we close the gap between what the regulator now expects and what our operating model can produce, when we don't fully control the operating model?
11:20am
Closing Comments
11:30am
Networking Brunch
12:30am
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Tuesday 16 June 2026
9:00am to 12:30pm
Barclays Campus, Glasgow

Barclays Campus, Glasgow

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Speakers

Confirmed Speakers

Graham McDonald Head of Conduct & Compliance, Nationwide
Kevin Murphy Chief Operating Officer, NatWest, Rooster Money

Organisers

Ian Davey, FinTech-Tables
Maddy Cooper-Chessar
Laura Walker, FinTech-Tables

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