NatWest, HSBC and Lloyds Banking Head to London CX Conference

Customer experience in financial services is now as commercial as it is operational. Growth, retention, trust, efficiency and regulatory outcomes increasingly sit in the same conversation. That shift will be a central theme in London this May, when senior leaders from across banking, insurance and fintech gather for the Annual Financial Services Customer Experience Conference, taking place on 21 May at 10 Union Street, London.

For 13 years, Europe’s financial services sector has used this event as a forum to share how customer strategy is changing in practice, year by year.

Senior Brands, Practical Perspectives

The confirmed speaker line-up includes representatives from NatWest, HSBC, Lloyds Banking Group, Santander, Nationwide, LSEG, Bank of Ireland, Direct Line Group, Vitality, Vanquis, John Lewis Money and QBE Insurance.

That mix gives the event substance. Large retail banks, challenger brands, insurers and specialist providers may operate differently, but many are tackling the same commercial priorities around trust, efficiency, retention and service quality.

The Priorities Shaping CX in 2026

The agenda reflects where attention is moving now.

Speakers will examine how firms are using AI and automation with greater discipline, where human interaction remains critical, and how customer journeys can be redesigned across channels to remove friction. Sessions also cover personalisation, data quality, measurement, complaints handling, compliance and changing customer expectations.

Support for vulnerable customers is another important theme, with discussion around accessibility, empathy-led service design and ensuring good outcomes are built into day-to-day operations rather than treated as a standalone initiative.

Taken together, the programme points to a broader shift: customer experience is not the remit of one department. It now touches operations, technology, risk, marketing, product and leadership.

Why This Event

The strongest industry events help executives compare notes with peers facing similar pressures, hear what is working inside major organisations and leave with ideas that can be applied quickly.

That is particularly relevant in financial services, where customer patience is limited, competition is intense and poor experiences carry immediate reputational cost.

With 23 senior speakers, multiple panel discussions and dedicated networking time, the Financial Services Customer Experience Conference remains a valuable meeting point for leaders shaping the next phase of customer strategy in the sector.

Use code: FFNEWS for a discount on your delegate pass

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