CCX FORUM: Channels & Customer Experience
16-17-18 May 2018 - London

About CCX Forum

Future started yesterday and CX & channels professionals need to shift to the new banking normal. In this rapidly evolving environment finding new ways to innovate and deliver seamless Customer Experience across cutting edge digital Channels can be tricky. The CCX Forum will turn your challenges into opportunities.

3 Days
29 Sessions
250 Seats

Speakers Download Brochure

This is part of the new experience we are now offering in our flagship conferences: When you complete your registration you are free to choose the domain of expertise  and the right expert(s) to answer your own question. At CCX-Forum you can meet up to 3 experts during one-to-one meetings. Expert may be peers working in a bank or insurance companies, Efma senior advisors, speakers, partner IT and consulting expert. You’ll be able to see their bio and make your mind or skip that step and complete your registration without expert meeting.

Karin Van Hoecke

General Manager, Mass Retail Customers of KBC Bank

Alina Agurida

Director, Digital Retail Banking of Raiffeisen Bank International

Diana Biggs

Head of Digital Innovation of HSBC

Pearlyn Phau

Managing Director of DBS Bank

Ms Pearlyn Phau is Managing Director & Deputy Group Head of Consumer Banking Group and Wealth Management, DBS Bank Limited.

In her capacity as Deputy Group Head, Pearlyn has direct management oversight in the 6 markets that the Consumer Bank operates. She drives the business agenda in growing wealth management, secured lending, deposit, insurance & investment products, credit card and unsecured lending, etc. In addition to the individual product lines, the sales & service, branding & marketing and customer experience delivery of the Consumer Banking network in the region also come under her purview.

In aligning to the overall DBS group strategy, a key priority of Pearlyn’s scorecard is to embrace the digital world in conquering mobile, social and data. As such, Pearlyn also drives the digital transformation in the markets with the extensive use of data analytics and contextual marketing to develop digital assets and roll out DBS Digibank in India, China and Indonesia.

Pearlyn joined DBS in 2003 and has assumed numerous leadership roles within DBS Group. Pearlyn was most recently the Head of Consumer Banking Group and Wealth Management, Hong Kong and before that, Regional Head of DBS Treasures and Treasures Private Client.

Her previous roles included being Head of iBanking and Head of Treasures Singapore. She also played a key role in the development of the Treasures Private Client proposition, the launch of the DBS Wealth Continuum and the set-up of DBS Asia Treasures – a premier rewards recognition platform for the bank’s wealth management clients.

Pearlyn has more than 20 years of extensive experience in consumer banking industry. Prior to joining DBS Bank, Pearlyn held various senior positions at Citibank N.A in Singapore. She is a Chartered Financial Analyst (CFA) and an Associate Financial Planner (AFP). She holds a Bachelor of Economics and Statistics degree from the National University of Singapore.

Paola Laruffa

Head of Transaction Journeys and Cross Channel Capabilities at Intesa Sanpaolo

May Michelson

Business Development Manager at PayKey

May leads Business Development and Sales for PayKey in Europe. Starting her career as a software developer, May combines her extensive technical knowledge with her experience integrating new technologies with large corporations to lead PayKey’s strategy in Europe. May holds a dual degree in Computer Science and Business Management from Tel Aviv University.

Valérie Dray

Head of Strategy & Development at InCube

Valérie is Director of Strategy and Development of the Fintech inCube who designed the PolySeme solution, the “first Savings and Protection Coach”. PolySeme is a white labelled digital platform for Financial Services: Client steers his savings through his life Projects, fund allocation is dynamically optimised.

Formerly she was Strategic Development and Marketing Director for Generali Patrimoine (Life & Savings) and Head of Innovation for Generali France and then for the Group worldwide, where she led projects of digital transformation and change management.

She launched the first dedicated innovation spaces, Studio Client and Lab in 2010. She was then Head of Partnerships for Les (BGL Group), French leader of insurance comparison and worked as Innovation advisory for start-ups and corporate group.

Janice Diner

CEO and Founder of Horizn

Janice Diner is the CEO and Founder of Horizn, launching the company 6 years ago with global technology brands. Her creative vision and determination led to the development of a self-funded, profitable, world-class SaaS company. Horizn is a growth stage company with a high-performance Knowledge Platform that operates globally aiding companies in over 40+ countries and 15 languages. The Horizn Knowledge platform helps financial institutions and technology companies dramatically accelerate digital and mobile adoption.

Janice spent the early part of her career in leading Agency roles blending senior creative leadership with business technology. She is an award winning Creative Director, an accomplished speaker, a pioneer agency brand builder and was part of the original Canadian Facebook team. Janice served as an advisor at the MaRS Discovery District helping early stage tech companies commercialize, she is a board director for the SheEO and served as a judge for the Cannes Advertising Lions.

Mark Aldred

Head of Sales of Auriga

Mark Aldred joined Auriga International during 2015 as Head of Sales based in its UK office. He has more than 25 years’ experience in the sector, focusing throughout that time on the electronic delivery of financial services. Mark has held sales and leadership roles in leading Fintech companies, including ACI, Clear2Pay and Unisys.

He has built and managed strategic relationships with Banks and other stakeholders across the Region and has developed markets for established businesses and start-ups alike.

Michael Anyfantakis

Head of Customer Journey Design - Innovation of Lloyds Banking Group

A talented and experienced advisor, who is successfully enabling senior banking executives build their digital organisations and transform customer journeys, delivering truly valuable and profitable services to their customers.

Michael helps bring together business and technology teams to rapidly design, deliver and evolve new digital products and services using service design and agile principles and methods. He is actively engaging with the digital and Fintech community through participation and contribution in key industry conferences and events.

A team leader and motivator, Michael is highly recognised for his customer focus, his ability to drive the right business decisions in challenging situations, his capacity to deliver complex technology solutions and achieve critical business goals.

Michael is currently Head of Customer Journey Design for Commercial Banking at LBG, having previously setup EY’s Digital Transformation Advisory practice for FS Technology and advised large financial institutions in developing innovative digital propositions, shaping their roadmaps and delivering their digital transformation programmes.

Prior to this, Michael directed teams responsible for defining, setting up and delivering major business and technology transformation programmes and successfully undertook solution architecture delivery roles in large and complex enterprise system replacement projects, across the Financial Services industry, working for IBM and PwC Consulting.

Nicolas Babel

Chief Rating Officer of D-Rating

Vincent Bastid

CEO of Efma

As CEO of Efma, Vincent Bastid is responsible for leading the organisation and setting its strategic direction, to maximise the benefits for its 3,300 retail financial services members, the largest retail banking network in the world.

He joined the business in 2015, bringing a huge amount of industry high tech and finance industry experience. Immediately prior to joining Efma, he was Head of Benchmark and Prospective for the retail banking distribution at BNP Paribas, where he identified new revenue streams and service models based on cutting edge technologies.

Vincent also spent more than 20 years at American high tech companies: ten years at Microsoft, leading marketing in education, finance, retail and services industries in France; three years at Apple Europe; and ten years at Texas Instruments, where he was in charge of the worldwide strategy for consumer products. Vincent graduated from business school and gives lectures (HEC). He has also written a number of mathematics and programming books for students.

Olivier Berthier

CEO of Moneythor

Olivier Berthier is the CEO and co-founder of Moneythor, a fintech company based in Singapore & Paris specialised in digital banking and customer analytics. He is a seasoned professional with 20 years of experience in banking technology and entrepreneurship.

Prior to Moneythor, Olivier was global solutions director at Misys (now Finastra), one of the leading banking software providers and the founder and CEO of NEOMAlogic, a company specialised in the development of innovative solutions for corporates and banks. He started his career as a project manager at BNP Paribas and holds a MSc degree in computer science and applied mathematics.

Ghela Boskovich

Head of Fintech & Regtech Partnerships of Startupbootcamp

Georges Bote

Business Developer - Luxury Department of ICARE Technologies

10 Years of experience in luxury goods, holding key position in various luxury brand and knowledge in customer behavior in this specific sector.

Tamas Braun

International Sales and Business Development Director of W.UP

Tamás Braun is a digital banking expert at the fintech provider, Misys. He covers the Europe region, championing digital transformation within retail banks of all sizes and setups. Tamas works closely with the Misys Labs team, designing new digital banking concepts, harnessing Tamás intelligence, predictive analytics, machine learning – making banking more client-focused and simple. Prior to joining Misys, Tamás delivered several digital banking projects at Bank of America, JP Morgan Chase and AIB.

James Buckley

Global Head of Financial Solutions of Infosys Finacle

James has a career spanning more than 25 years in major Financial Services transformation initiatives and technologies, focussing on next generation Solutions, Operational Agility and IT change across Europe, the Americas and Asia Pacific. He heads up the European region for infosys’ banking product set, Finacle where rapid changes in banking architectures and technologies are being reflected in Infosys’ offerings. James is also active in the Banking Industry standard group BIAN chairing their Strategic Advisory Board. the sales, programming enablement and delivery of International Banking Operations and IT.

Jamie Campbell

Head of Awareness of Bud

Sheb Camur

Success Account Manager of Pisano

As the Success Account Manager at Pisano, Seb enhances optimization of Pisano brand’s customer journey. She aims to make Pisano customers as successful as possible.

Andrei Charniauski

Product Strategy & Market Intelligence of Finastra

Andrei is part of the Product Strategy team at Finastra – the world’s 3rd largest financial technology provider – where he is responsible for providing market intelligence for decision-making on technology and product evolution. Andrei has spent his entire career as a technology analyst in financial services covering primarily retail banking and payments. Before joining Finastra, Andrei managed European financial technology research at the global analyst firm IDC.

Cameron Craig

Deputy General Counsel, Group Head of Data Privacy, Group Legal of HSBC

Sebnem Dag Guven

Vice President of Strategy of Akbank

Roberto Dalla Benetta

Head of Systems Development of BCC SI

Roberto Dalla Benetta is Head of Systems Development at BCC SI in Milan (Italy).

He has more than 20 years’ experience in the French, German and Italian financial markets, previously working at Banca Popolare Alto Adige and as COO of Italian retail banking operations at Deutsche Bank Group.

His experience includes implementing solutions for mid sized Italian retail banks, ensuring systems are integrated into operating and measurement/reporting procedures, while meeting branch automation and customer self-service objectives.

Daniel Daszkiewicz

Head of the FinTech Department at Alior Bank

Head of the FinTech Department at Alior Bank, where he is responsible, among others, for establishing investment resources and creating an accelerator for FinTech start-ups.

He has been working in the banking sector for 10 years and gained his professional experience in management positions in Citigroup headquarters in New York. From 2015, as a FinTech and Corporate Innovation Global Lead, Daniel managed a program that built strategic solutions within financial technologies for the key institutional clients. From 2014 to 2016 as Global Head of Mobile Products he was responsible for managing the global portfolio of mobile products for corporate clients in more than 100 countries. He graduated from theology and philosophy at the Cardinal Stefan Wyszynski University in Warsaw. He studied also philosophy and business ethics at the La Sapienza University in Rome.

He graduated from the Cardinal Stefan Wyszynski University in Warsaw and he holds a PhD in Theology and an MA in Philosophy. He studied also Philosophy and Business Ethics at the Sapienza University in Rome.

Ozkan Demir

CEO of Pisano

Co-founded Pisano in 2015 to enable businesses to manage their customers’ experience in a better way. Since then Ozkan is the CEO of Pisano managing its all global operatiosns in 6 countries. Ozkan is a Computer Engineer graduated from Bogazici University in Istanbul, Turkey.

Roger Dooley


Roger Dooley is the author of Brainfluence: 100 Ways to Persuade and Convince Consumers with Neuromarketing, and writes the popular blog Neuromarketing as well as columns at and He is the founder of Dooley Direct, a marketing consultancy, and co-founded College Confidential, the leading college-bound website. He’s been a serial entrepreneur since he left a senior strategy position at a Fortune 1000 company to enter the then-nascent home computer market.

Stephen Dury

Director of New Business Models of Santander UK

Yves Eonnet

CEO of TagPay

Yves is the CEO of TagPay Inc., a French FinTech that has developed TagPay, a mobile-centric core banking system.

With 20 years of experience in the payment industry, including 10 years as Head of Innovation at Schlumberger/Gemalto, in the smartcard division, Yves is a recognized expert in electronic transactions.

The TagPay CBS allows banks to build mobile digital banking products, at very low coast and with a very fast time to market. Freed from IT, the bank’s marketing team can easily launch pilots, adjust the product, and scale.

TagPay has developed universal sound payment technology called NSDT™ that turns any phone into a contactless payment tool. It is a central element of the TagPay CBS.

Banks that use the TagPay CBS benefit from its open architecture and APIs to connect with different actors of the local economy. With operations in real time, the TagPay client bank builds a network of agents that facilitates mobile financial transactions.

TagPay is now installed in 20+ countries and plays a central role in financial inclusion initiatives in Africa, Latin America and South East Asia.

Didier Farjon

CEO of D-Rating

Alberto Fernández Tome

Corporate Head of Digital Transformation of Banco Santander

John Findlay

CEO/Founder of Launchfire

John is a founding partner of Launchfire, a digital engagement shop that helps banks with the human side of digital transformation. He’s been turning boring stuff into games since he was a kid, and somehow he managed to make a career out of it!

Marcelo Frontini

Head of Digital of Banco Bradesco

Industrial Engineer and bachelor in Economics. Postgraduate qualification “Lato Sensu” MBA in Marketing. Marcelo attended some executive education programs, like Harvard AMP (183 class).

He started his career in 1989, at Credicard S.A, the leading Brazilian credit card issuer.
From 2000 to 2003, Marcelo worked at Atento, the largest call center operations company in Brazil.
In mid-2003, he joined American Express as a direct marketing sales manager and was promoted head of new card customers’ acquisition in 2005. In 2007, he started to act at the credit card division from Banco Bradesco, leading the customer acquisition department.

In July 2010, Bradesco implemented a job rotation among the department officers and he was designated the managing director of Scopus Tecnology, an IT subsidiary company of Bradesco.
From March 2014 on, together with Scopus, he run the Innovation Department of Banco Bradesco.

Elias Ghanem

FINTECH Lead for Continental Europe at Capgemini

Elias is the FINTECH Lead for Continental Europe at Capgemini, with the mission to engage with Fintech scaleups to actively and efficiently embed them with Capgemini Financial Services clients.

Elias is a payments expert and senior advisor, with 20+ years of industry experience at Visa and PayPal with roles spanning from APAC Head of Visa Consulting, up to PayPal regional MD in South East Asia & India and MENA. Since 2013, he has become a serial Fintech entrepreneur, having advised a dozen of high-growth and disruptive payment startups in Washington, Singapore, Barcelona, Beirut and Dubai. He sat at the Board or Chairmanship of some of these. He co-founded Telr in Singapore and Dubai, an online Payment Gateway, which has won the « 2014 Start-up of the Year » award in MENA. He is a certified “Scaling Up” coach; an inspiring thought leader, and enthusiast speaker on the future of payments in Emerging Markets.

Elias has lived in US, LATAM, APAC, Middle East and Europe and is fluent in English, French, Spanish, Portuguese and Arabic.

Alberto Gonzalez

Head of Global Transaction Banking, Product at Santander UK

Jennifer Grazel

Global Director, Linkedin Finance Vertical marketing of LinkedIn

Jennifer Grazel currently serves as the Global Head of Category Development for Financial Services for LinkedIn, the world’s largest professional network with over 450 million members.

A digital marketing FinServ veteran, she has dedicated the past 15 years to pioneering digital marketing landscape by building and leading interactive marketing teams at Prudential, GE Money and Citigroup.

Deniz Guven

Global Head, Design & Client Experience, Digital Banking of Standard Chartered Bank

Deniz Güven is the Senior Vice President of Digital Channels at Garanti Bank, responsible of the management of digital channels including Internet, Mobile, ATM and Call Center, interactive marketing and interactive communications. Previously, he worked as the manager of Digital Channels at GarantiBank.

He has extensive management experience in sales, marketing, channel development and operations in the conjunction of banking and information technology industries. Mr.Güven’s previous experiences include management in sales, marketing, strategic planning and international projects at Demirbank, HSBC and Finansbank.”

Jack L. Karavich

Head of Design of Walmart Labs

Eric MacNicoll

Executive Director of Exagens

Eric is a 25+ year financial services industry veteran with a history of envisioning and leading technological innovation and implementation. Eric is passionate about the customer experience and recognizes the value of how a relationship with the customer creates ongoing loyalty and strengthens engagement as well as impact to the bottom line.

During his tenure at Desjardins (largest credit union in north America $260 B asset size), Eric managed through the doubling of the web transactions to over a billion a year with 3 million plus active users in less than 5 years and most recently saw that growth rate doubled in the rapid adoption of mobile. He spearheaded the development of one the first mobile banking application in Canada by a financial institution, the first apple watch application by a financial institution in North America and an innovation zone on

Eric is currently Executive Director, Financial Services Industry for exagens where he serves as the bridge between the financial industry and the company, helping customers address digital challenges as well as providing key industry feedback for exagens to continue developing innovative products and services to meet those needs.

He will share his journey of achieving excellence in humanizing the digital channels as a case study of best practices as well as hurdles to overcome.

Edwin Madou


Anne Marcombe

Finance Account Director of LinkedIn

Sebastien Marinot

Innovation & New business models Manager | PACE | Retail Banking Services at BNP Paribas

Javier Mas

Marketing Manager of CaixaBank

Xavier Mas holds a degree in Business Administration and a Master in Business Administration from ESADE Barcelona and also has completed his education at IESE Business School. He joined CaixaBank in 1998, having worked at Henkel for 5 years as Brand Manager, prior to that. At CaixaBank, Xavier has always worked in Marketing, starting as a Product Manager, taking the responsibility of Retail Marketing in 2006 and since 2012 is the Chief Marketing Officer, leading all marketing activities of CaixaBank.
Moreover, Xavier has been involved in lots of marketing initiatives. Since 2011 is teaching Marketing at ESADE. Since 2011 he is member of the board of the Marketing Club of Barcelona. Last April he was nominated as member of the board of the Marketing Association of Spain. In addition, he is member of the CMO Advisory Council of 2 leading companies, IBM and Oracle.

Rudradeb Mitra

Serial entrepreneur and AI evangelist Google Developers Mentor

Adam Miziołek

Director of Mobile & Online Sales at PKO Bank Polski

Experienced manager with broad experience in all aspects of fin-technology, digital sales/marketing
and product/process management. In charge of cross-border expansion of mBank business model on
Czech, Slovak market.

• Digital Sales/ Product Management: First internet bank in Poland, mBank – managed to became the
market leader of CA sales and achieved significant growth in profitability of core products (current
accounts, debit cards, bancassurance)

• Digital Sales: Biggest retail bank in Poland, PKO BP – as a Head of Digital Sales achieved significant 3
digit growth in online sales of loans.

• Marketing: First banking green-field built by Polish bank abroad – launched mBank brand on CZ/SK
market. I was in charge of communications and brand management. Achieved leader position in CA
sales and awarded for the best brand and products offer with Zlatá koruna in 2008 and 2009.

• Tech Innovation: build from scratch the online sales platform for most lucrative products of PKO BP

Eylem Özen Bastürk

Strategy & Business Development Head of CBot

Eylem Özen Baştürk has started her career in Consumer Banking, at Akbank after receiving her bachelor degree at Political Science and International Relations Department, Bogazici University.

She participated in the core team, building the retail banking function in Akbank. She managed and executed various multi-party projects that involve high interaction with partners outside the banking sector. She managed the youth and affluent banking business lines, launched “exi26” youth banking programme and “Affluent Expert Line” remote RM service of the bank.

In 2014, Baştürk proceeded her carer in the Strategic Management Department at Akbank, she designed and executed sustainable strategic projects and initiatives from inception to implementation, across the business units.

She has a solid track record amid 15 years of broad experience attained in the critical subfields of marketing, segment management, product development and project management. Her advancement is based on a sophisticated and multidisciplinary experience thanks to her assignments ranging in a comprehensive spectrum.

Baştürk, is the Strategy & Business Development Head at, a San Francisco based conversational AI company, specializes in AI-based solutions for the banks and the corporations. has partnered with global top tier companies as well as banking sector leaders in Turkey. Her main responsibility at is to build the strategic growth roadmap and develop sustainable business models and long term partnerships within this framework.

Dave Palmer

Head of Mobile & Digital Banking of Nationwide Building Society

Dave Palmer is the Head of Mobile & Digital Banking at Nationwide.  Dave is accountable for the Nationwide Mobile Banking app & Internet Bank, along with key Banking product and Open Banking member journeys.With over 10 years’ experience in financial services, Dave has worked in a variety of areas, including leading teams to deliver market-leading service in retail, sponsoring large-scale technology transformation, and most recently developing Nationwide’s strategy for the future of its Mobile & Digital services.

As the world’s largest Building Society, Nationwide is heavily investing in delivering market leading digital experiences for its members.  At the core of this is marrying digital and physical experiences, and enabling our colleagues to help our members onboard to digital services.

Maritza Perez Bermundez

Executive Vice President of Retail Banking and Marketing of Davivienda

Industrial Engineer from Universidad Javeriana, with a major in Finance and Banking from Universidad de los Andes.
She joined Grupo Empresarial Bolívar through Delta Bolívar, holding the positions of Commercial and Marketing Manager, Assistant to the President, Director of Credit and Credit Professional.

Since 2007 she has served as Executive Vice President of Retail Banking and Marketing at Banco Davivienda. Before this she held various senior positions at the bank such as Assistant to the President of Personal Credit, Business Director of Personal Credit, Director of Marketing and Advertising and National Director of Personal Credit. She has led and created work teams in designing and developing corporate strategies for the mergers of Davivienda with Bancafé and Bansuperior as well as for the process of issuing shares for the acquisition of HSBC Bank in Costa Rica, Honduras and El Salvador.

Her experience in the financial sector covers marketing, strategic planning, research and development of financial products and services, and implementation of credit risk management projects for personal banking.

Robert Piotr Hibner

Director, Digital Channels Department of mBank

Jouk Pleiter

CEO of Backbase

Mr. Jouk Pleiter Co-Founded Backbase U.S.A. Inc., in 2003 and serves as its Chief Executive Officer. Mr. Pleiter is responsible for achieving Backbase’s mission to be the leading UI Management software company, globally. He has more than 10 years leadership experience in the web content management and web application development industries.

Mr. Pleiter served as President of Tridion B.V. He founded and managed the Consultancy Unit of Twinspark Interactive People. As part of the management team, he was responsible for expanding the customer base through major accounts, increasing revenues by more than 100 percent. Mr. Pleiter started his career at EuroNet Internet, where he set up the E-solutions department and managed the largest accounts. He served as a Director of Tridion B.V. Mr. Pleiter holds a Masters degree in Business Administration from Groningen University.

Dimitrios Psarrakis

Economic & Monetary Policy Advisor of European Parliament

Financial Economist, with expertise in Financial Markets and Banks regulatory and macro-prudentialframework, monetary policies of the ECB, macroeconomic policy of the EU.

Nicolas Ribeaut

Sales Manager of Budget Insight

Udo Roos

Director and EMEA Lead Financial Services of Microsoft

Udo Roos is Director and EMEA (Europe, Middle East & Africa) Lead Financial Services for Microsoft Dynamics. He has a 20-years track record in the Financial Services Industry having worked for Management Consulting, Banking and Insurance companies and for the Software Industry.

Udo started his career in 1988 as Bank accountant at Commerzbank. After his graduation as Master of Business Administration at University of Bayreuth and Diplômé at Kedge Business School Bordeaux he worked for the Gothaer Insurance Goup as Product Manager Life Insurance. He further led the Corporate Market Research team and was member of the EUREKO Committee for Database Marketing. In 1999 he joined Steria Mummert Consulting and served as Senior Consultant for CRM Strategy, Internet Sales and Data Mining Projects. He conducted a European CRM Benchmarking study for Banking, Insurance, Telecommunication and Utilities.

In 2002 Udo joined SAP and set up the Business Consulting Practice for Financial Services. He held functions as Business Manager and Member of Steering Committees, Chief Value Architect Banking, Sales Manager Banking France and in 2008 he became Vice President Financial Services Industries for the EMEA Region. Udo joined Microsoft in 2015 and has been working as EMEA Lead Financial Services for Microsoft Dynamics.
He is married, has two children and lives in Hamburg.

Evren Sahin

Director of Digital Banking at Yapi Kredi Bankasi

Evren SAHIN has joined Yapı Kredi in 2014 as the Director of Digital Banking Channels, where he leads digital business, product and ecosystem development activities for both consumer and business segments.

He is also responsible for digital experience, sales and service design, fintech colloborations as well as innovative digital and mobile services. Besides, he takes key role in the digital transformation program of Koc Group and in digital partnerships with Unicredit Group. Prior to joining Yapı Kredi, Sahin worked at Garanti more than 8 years in Delivery Channels, Direct Banking and Social Media units where he held several positions both as a technologist and a manager.

Born in 1980, Sahin holds a M.S. degree from University of Pennsylvania and a B.S. from Bilkent University, both in Computer Science.

Tiphaine Saltini

Co-Founder and CEO of Neuroprofiler

Graduated from HEC Paris and ENS Ulm/Harvard University, Tiphaine Saltini worked in private banking where she realized that there was an issue in the way financial advisors were assessing their Clients’ Investor Profile. Since, at that time, she was also beginning her PhD in Behavioral Finance, she decided to build a business-friendly application based on Nobel Prize D. Kahneman’s
theories to help Financial Advisors assess their Customer Profiles scientifically.

Her favorite quote is from Dan Ariely (Professor of psychology and behavioral economics) : “Giving up on our long-term goals for immediate gratification, my friends, is procrastination.”

Julian Sawyer

Chief Operating Officer of Starling Bank

Roger Simpson

Omnichannel Director of HSBC

Chris Skinner

Non-Executive Director of 11FS

Chris Skinner is best known as an independent commentator on the financial markets through the Finanser ( and Chair of the European networking forum the Financial Services Club, which he founded in 2004. The Financial Services Club is a network for financial professionals, and focuses on the future of financial services through the delivery of research, analysis, commentary and debate and has regular meetings in London, Edinburgh, Dublin and Vienna.

He is the author of nine books covering everything from European regulations in banking through the credit crisis to the future of banking. He is also Chief Executive of Balatro Ltd, a research company, and a co-founder of the website Shaping Tomorrow, as well as a regular commentator on BBC News, Sky News and Bloomberg about banking issues.

He is a Judge on many awards programs including the Card Awards and the Asian Banker’s Retail Excellence Awards, as well as having worked closely with leading banks such as HSBC, the Royal Bank of Scotland, Citibank and Société Générale and the World Economic Forum. More can be discovered about Chris Skinner here:

Brad Stewart

Senior Vice President, Enterprise Artificial Intelligence Solutions of Wells Fargo

Brad Stewart is a Senior Vice President in the Artificial Intelligence Enterprise Solutions group at Wells Fargo, where he is responsible for helping set strategic direction and establish foundational AI capabilities to serve all lines of business across the bank.

Before his role with the AI team, Brad was a Group Product Manager in the Treasury Management business for over 15 years, overseeing payables and receivables automation solutions.  He was instrumental in the launch and early growth of Wells Fargo’s award winning Commercial Electronic Office® business portal.

Brad earned an MBA from the Ross School of Business at the University of Michigan, graduating with honors.  He also holds a bachelor’s degree in Computer Science from Brigham Young University in Provo, UT, where he graduated Magna Cum Laude.

Michael Stojda

CEO at Exagens

Stojda’s passion is building products and businesses which delight customers. His 25+ years of experience includes product management, customer support, start-ups, turnarounds, and taking a U.S. company public.

Bill Sullivan

Head of Global Financial Services Market Intelligence, Senior Director of Capgemini Financial Services

Bill Sullivan is the Global Head of Capgemini’s Financial Services Market Intelligence Group. He is responsible for Capgemini’s global portfolio of financial services thought leadership and oversees a team of strategy consultants and sector analysts who bring together a wide range of strategic research and analysis capabilities to help Capgemini’s financial services clients across the globe to address complex, strategic issues.

He has over 15 years of strategy and transformation consulting experience in the Financial Services sector having both worked and lived in the U.S., Europe, and Asia. Over the past two decades, Bill has overseen the development of some of the industry’s most recognized and leading thought leadership, including the World Wealth Report, Asia-Pacific Wealth Report, World Retail Banking Report, and World Insurance Report.

He was recently named to Financial Brand’s “FinServ25: Most Influential Voices in Banking » and serves on the panel of judges for the “PWM/The Banker Global Private Banking Awards.” Before running the Market Intelligence team in India and the U.S, Bill held a variety of global roles including overseeing Capgemini’s Global Wealth Management Center of Excellence, leading Capgemini’s Global Financial Services Lab in Paris, France, and managing the Americas’ Strategic Research Group based in Cambridge, Massachusetts.

Bill was born in Boston, Massachusetts and graduated with a degree in Economics and Psychology from Tufts University in Medford, Massachusetts. He currently resides in Virginia with his wife and two daughters after living and working in Hyderabad, India from 2009 through 2012. You can follow Bill on Twitter (@WFSullivan3) and LinkedIn.

Emel Temuçin

Senior Advisor and Regional Manager Turkey of Efma

Ahmet Tirakiogullari

CX Assistant Manager at Isbank

Ahmet is responsible for all aspects of customer experience including customer understanding, measurement and design.

Maciej Ulaszewski

Co-founder and COO of Consdata

Maciej Ulaszewski is co-founder and COO at Consdata.

Maciej is responsible for software development processes and products development strategy. He has a deep expertise in electronic banking and digital transformation projects in banks and Financial institutions. He also has practical experience in implementing big projects in the field of telecommunication and eCommerce.

Maciej has successfully implemented agile methodologies in Consdata and propagates agile cooperation with Consdata customers.

Joana van den Brink-Quintanilha

Principal Analyst, serving Customer Experience Professionals

Based in London, Joana serves Customer Experience Professionals. Her areas of expertise include digital customer experience, tools like journey mapping and Agile methods. Joana also focuses on brand, and leads CX Index research in Europe.

Before joining Forrester, Joana was the senior customer experience manager at Elsevier, a leading provider of science and health information. She was responsible for all aspects of customer experience including measurement, strategy, customer understanding, and design. She set up and managed a team of Customer Experience Professionals in charge of delivering customer insights to the business through customer journey and ecosystem mapping as well as implementing projects that drove customer satisfaction and reduced customer effort at Elsevier. Joana has a strong background in digital customer experience through her role as editor-in-chief of Elsevier’s digital platform from 2008 to 2011.

Joana has also held a number of positions as a reporter covering financial services companies in the Benelux for Bloomberg, Dow Jones Newswires, and The Wall Street Journal. She has wide knowledge of the Dutch and U.K. markets.

Joana holds an M.A. (Hons) in international relations and modern history from the University of St. Andrews, in Scotland. She is fluent in Dutch and Portuguese and speaks conversational Spanish and basic Italian.

Pieter van der Werf

Head of Customer Experience Branches of ING Netherlands

Pieter van der Werf (1966) was appointed as Head of Customer Experience Branches as of April 2016. In this role he is responsible for the customer experience, remodeling and innovation of Branches for ING Netherlands, including hiring and coaching of all new branch advisors.

Prior to this he was responsible for the set up and roll out of the post merger branch network of ING in the Netherlands.

Pieter has a MSc degree in Economics and joined ING in 2001. Pieter has built up a wide experience within retail in food and non food before joining ING.

Remco Veenenberg

International Sales Evangelist of W.UP

Remco has worked in startups focusing on emerging technologies for 5 years, most recently established more than 40+ applied Artificial Intelligence communities worldwide as part of the core team of CITY.AI before evangelizing the use of data and machine learning for retail banking with W.UP.

Valerie von Lucke

Responsible DLT Lab activities of Commerzbank

Since 2017 Valerie has been delegated to Commerzbank’s DLT Lab in London with focus on FinTech participations, Trade Finance and Cash on Ledger projects; before that she worked in the Group Strategy of Commerzbank AG in Frankfurt and 10 years at Arkwright Consulting AG in Hamburg, Oslo and Zürich with focus on innovation projects for energy clients (u.a. smart grid, renewable energies) and media companies (online/ print-disruption)

Andrew White

Vice President, EMEA of Vidyo

A seasoned and high energy international Sales and Marketing executive with an extensive knowledge of the EMEA, APAC and Americas Enterprise Applications and IT Management market landscape.

Results orientated with a proven track record of building high performance ‘trans-cultural’ sales, marketing, services and support teams for direct and indirect sales strategies across all major geographies.

Constantly exceeding sales objectives and optimizing marketing investment. A thought leader in SaaS / cloud based collaboration applications, IT Service and application performance Management.

Mark Wood

Group Design Director of Lloyds Banking Group

Mark joined the Bank in August 2016 working in the Digital Transformation Programme with a specific focus on Customer Journey Transformation. He leads the design, digitising the front and back-end of the bank to deliver market-leading customer propositions.

His role also involves establishing our in-house product management and integrated design capability. Mark brings experience of consulting across the Retail and Corporate Banking Industry as he was previously an Associate Partner at PwC and a Director at KPMG.

Guy Ziv

VP of Sales of PayKey

Guy leads the global sales at PayKey, a Fintech startup empowering banks with a Social Banking Solution. He has over 10 years of experience in the technology industry and an extensive background in project management, technology sales and establishing business partnerships, out of which over 8 years at IBM. Guy holds an MBA in Management of Technology, Entrepreneurship and Innovation from Tel Aviv University. Guy is an experienced sales executive, who is passionate about driving change and making an impact.


Banks are threathened, digital is everywhere, Uber has no taxis, customers are more demanding with expectations shaped by the customer experience delivered by other cool industries, ... Such general considerations will be addressed only in the introduction, so that all speakers can focus solely on their content.
Philippe Van Fraechem Efma General Manager, North Europe & Worldwide Programme Director Belgium
How to achieve greater marketing success while spending less money: with a focus on neuroscience and behavior research
Roger Dooley Author - Keynote Speaker - Forbes Contributor USA
Sébastien Marinot BNP Paribas Innovation & New business models Manager | PACE | Retail Banking Services France
Alberto Gonzalez Santander Global Transaction Banking , Head of Product Development UK Global Transaction Banking UK
How to survive the projected chaos - does the solution lie in offering a supreme human experience to customers? And, if so, what is it?
Ozkan Aykut Demir Pisano CEO Turkey
Evren Sahin Yapi Kredi Bankasi Director of Digital Banking Channels Turkey
Pearlyn Yee Meng Phau DBS Bank Managing Director Singapore
Alberto Gonzalez Santander Head of Global Transaction Banking UK
Roundtable thematic discussions at each table during lunch: new data privacy regulations, examples of customer experience best practices from other industries, best examples of collaboration with fintechs.

Channels stream

- Rethinking multichannel interactions to eliminate customer hassles - Driving transformation through customer journey management
Paola Laruffa Intesa Sanpaolo Head of Transaction Journeys and Cross Channel Capabilities Italy
Findings of a global survey on open banking covering the evolution of banking business models, IT architecture and approaches to talent acquisition.
Andrei Charniauski Finastra International Limited Global Product Strategy and Market Intelligence Manager United Kingdom
Our 1st year as a digital mobile-only bank - Revenue model - Building an ecosystem/marketplace - Customer experience - “Starling Pulse,” a real-time feed that displays all account activities - Future of payments
Julian Sawyer Starling Bank Chief Operating Officer United Kingdom
Is the bank branch really doomed? How the hybrid branch can strike the right phygital balance to keep the customer relationship at the centre of bank strategy.
Mark Aldred Auriga Head of Sales Italy
Roberto Dalla Benetta BCC SI Head of Systems Development Italy
In this session Horizn with Nationwide Building Society will share best practices and demonstrate how to empower your entire workforce to enable digital transformation. The demonstration will also illustrate how customer digital awareness, fluency, and ultimate adoption can be swiftly achieved with next-generation technologies.
Janice Diner Horizn CEO Canada
Dave Palmer Nationwide Building Society Head of Mobile & Digital Banking UK
Olivier Berthier Moneythor CEO France
Round tables composed of 10 participants will brainstorm on outstanding Channels experience. The various tables will have different themes such as: For Channel Workshop you should prepare tables with titles ; Physical Channels, Internet Banking, Mobile App, Contact Center, ATM A summary will be discussed in plenary in the afternoon on day 3 in a new session.

Customer Experience stream

Guy Ziv Paykey CMO Israel
Maritza Perez Bermudez Banco Davivienda EVP Retail Banking Colombia
How KBC stays in the sweet spot of long-term winners. How we create a user experience that makes our customers smile : -)
Karin Van Hoecke KBC Bank General Manager, Mass Retail Customers Belgium
- Banking as a Platform – based on an API Marketplace economy shows that the bank of the future will be open, modular and unique for every customer. Learn why banks need to develop a solid platform strategy focused on business benefits to deliver a truly superior customer experience.
James Buckley Infosys Finacle VP and Global Head of Solution Consulting UK
Jouk Pleiter Backbase CEO Netherlands
Round tables composed of 10 participants will discuss features that improve customer experience. The various tables will have different themes such as: Awareness, Consideration, Application, Approval, Usage, Upsell/Cross Sell A summary will be discussed in plenary in the afternoon on day 3 in a new session.

Channels stream

- What does it take to build the next generation mobile banking apps? - How to sell more through mobile - A user-centric design approach - Agile delivery model
Alina Agurida Raiffeisen Bank International Director, Digital Retail Banking Austria
- How to design mobile UX to drive customer engagement and traffic - How to convert mobile apps from a service into a sales channel - How to combine big data, UX and customer context to deliver real mobile first products
Robert Piotr Hibner mBank Director, Digital Channels Department Poland
How the biggest bank in Poland entirely recreated its digital onboarding? How was it possible in 3 months? What made conversion rate instantly skyrocket? How eximee platform lets PKO Bank Polski digitalize more processes by themselves?"
Adam Miziołek PKO Bank Polski Director of Mobile & Online Sales Poland
Maciej Ulaszewski Consdata Co-founder and COO Poland
Ahmet Tirakiogullari Isbank CX Assistant Manager Turkey
Sheb Camur Pisano Success Account Manager Turkey
Several 2017 Efma-Accenture innovation awards winners and nominees will be presenting their innovations. Presentations will be short (maximum 10min) and will focus on the essential details: concrete results, demo, etc. Confirmed winners: “ISP Digital Learning – Portal and Smartphone App to Learn Anytime, Anywhere” from Intesa Sanpaolo winner in the category “Workforce Empowerment & behavior”
Nicolas Babel D-Rating Chief Rating Officer France
John Findlay Launchfire CEO & Founder Canada

Customer Experience stream

Findings of a video banking survey conducted by Vidyo, Efma and CUNA - How video banking is transforming the customer experience and driving operational efficiency - Key considerations for a successful video customer engagement strategy
Andy White Vidyo VP EMEA UK
Roger Simpson HSBC Omnichannel Director UK
Some case studies explained: - How to win the digital customer? - Next generation of intelligence systems Joint sessions with a customer
Udo Roos Microsoft Dynamics EMEA Dynamics Lead Financial Services Industry Germany
Key takeaways: • Understand how banks can build loyalty with the quality of their experience • Hear how emotion holds the key to banks achieving CX leadership • Learn how banks can apply CX trends and findings to their ongoing improvement efforts
Joana van den Brink-Quintanilha Forrester Principal Analyst, serving Customer Experience Professionals UK
Several 2017 Efma-Accenture innovation awards winners and nominees will be presenting their innovations. Presentations will be short (maximum 10min) and will get to the essential: concrete results, demo, … Confirmed winners: “KBC’s My car – driving customer experience in car loans” from KBC Bank Winner in the category “Customer Experience & Engagement”
Eylem Özen Baştürk cBot Strategy & Business Development Head USA
Roundtable thematic discussions at each table during lunch: new data privacy regulations, examples of customer experience best practices from other industries, best examples of collaboration with fintechs
Bill Sullivan Capgemini Financial Services Head of Global Financial Services Market Intelligence, Senior Director USA
Vincent Bastid Efma CEO France
Chris Skinner 11FS Non-Executive Director UK
Bill Sullivan Capgemini Financial Services Head of Global Financial Services Market Intelligence, Senior Director USA
6 FinTechs will come on stage to present their solutions 3mn pitches and 5mn Q&A from the audience
Exagens Canada
PayKey Israel
Neuroprofiler France
inCube France
Icare Technologies France
Budget Insight France
All 6 FinTechs will come back on stage to pitch their solutions for 30 seconds again. Then attendees will vote for the Best FinTech 2018 Award on site via an interactive voting system.
Anne Marcombe LinkedIn Finance Account Director France
Ghela Boskovich Startupbootcamp Head of Fintech & Regtech Partnerships UK
Panel discussion moderated by Elias Ghanem
Jennifer Grazel LinkedIn Global Director, Linkedin Finance Vertical marketing USA
Ghela Boskovich Startupbootcamp Head of Fintech & Regtech Partnerships UK
Jamie Campbell Bud Head of Awareness UK
Yves Eonnet TagPay CEO France
Stephen Dury Santander UK Director of New Business Models UK

Channels stream

• GiseExtra: The quick, easy e-teller • Using the mobile app in the branch • Redefining Mobility: New customer flows, choreography, lobby management • Increasing Quality Time: New roles and responsibilities, processes and screens for Branch Personnel
Sebnem Dag Guven Akbank Vice President of Strategy Turkey
Pieter van der Werf ING Bank Head of Customer Experience Branches Netherlands
Alberto Fernández Tome Banco Santander Corporate Head of Digital Transformation Spain
Efma is organising an interesting exhibition during the CCX forum in the CCX village. Different gamification approaches will be proposed during the village visit, including a best-of-show contest.
- Standard Chartered in digital - A day without money - New business models for connected customers
Deniz Guven Standard Chartered Bank Global Head, Design & Client Experience, Digital Banking Singapore
- The impact of emerging technologies on bank proposition - Developing proposition opportunities - Driving real innovation through testing and learning
Diana Biggs HSBC Head of Digital Innovation UK

Customer Experience stream

AI at Bradesco - This presentation will explore AI usage for our customers through our mobile app. - How we started our journey, challenges and results.
Marcelo Frontini Banco Bradesco Head of Digital Brazil
How we’ve organized for success, leveraging AI to benefit the Customer.
Brad Stewart Wells Fargo Senior Vice President, Enterprise Artificial Intelligence Solutions USA
How can Machine Learning be successfully applied in Retail Banking
Rudradeb Mitra Google Developers Serial entrepreneur and AI evangelist Google Developers Mentor UK
Discover through live use cases, how major retail banks leverage customer data on a recurring basis, transform it into insights for better customers' interactions.
Edwin Madou NGDATA VP Sales Belgium
• Current trends in digital banking sales • Best practices in digital sales, key KPIs and conversion benchmarks • Strategies to win in the digital race • Data-driven insights in cross- and upselling
Tamas Braun W.UP International Sales and Business Development Director UK
Remco Veenenberg W.UP International Sales Evangelist Hungary
- Building an effective digital transformation strategy - Being customer-focused in the new digital environment - The future role of the branch and its fit with the digital strategy of retail banks
Daniel Daszkiewicz Alior Bank Head of the FinTech Department Poland
- How is the UK’s largest retail bank transforming itself, to succeed in the new digital era? - How do we apply service design thinking to transform customer journeys, end-to-end? - How are we exploiting our data and emerging technologies to re-invent digital interactions? - How do we use agile, experiments and labs to incrementally deliver customer value?
Michael Anyfantakis Lloyds Banking Group Head of Customer Journey Design - Innovation United Kingdom
Mark Wood Lloyds Banking Group Group Design Director United Kingdom
Next wave of digital data analytics, open API, monetizing data, limits of GDPR, customer consent, etc.
Cameron Craig HSBC Craig, Deputy General Counsel, Group Head of Data Privacy UK
Valerie von Lucke Commerzbank Responsible DLT Lab activities UK

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Frequently Asked Questions

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Venue info

Address: Grange Tower Bridge Hotel, 45 Prescot St, London E1 8GP, United Kingdom

Contact: +33 1 47 42 52 72