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

Sophie Heller

Chief Operating Officer - Retail Banking & Services of BNP Paribas

Ms. Sophie Heller has been Chief Operating Officer of Retail Banking & Services at BNP Paribas SA since July 4, 2016. Ms. Heller’s main task is to help the various BNP Paribas Retail banking businesses to transition their business models, enhancing the customer experience through greater use of digital tools and channels. Her major focus is to develop new, more personalised products and services that also offer the customer simplicity of use.

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.

Eva A. Kaili

Member of the European Parliament

Eva Kaili is a member of the European Parliament, representing the Panhellenic Socialist Movement (PASOK), and a former television news presenter.

Bilgen Aldan

CEO of Mynet

Bilgen ALDAN, Akbank Alternative Access Channels Marketing Vice President Bilgen Aldan started her career in Garanti Bank, after receiving her bachelor degree at Industrial Engineering department, Bogazici University.

Aldan was responsible for internet banking, mobile banking, mobile financial services and alternative delivery channels marketing activities of Garanti Bank. In 2005, Aldan proceeded in her career in Turcell, one of the leading GSM operator in Turkey, as Digital Media Manager.

She launched turkcell-im service and executed marketing activities. She proceeded her career in Turkcell as internet services manager. After leading marketing operations of 3G project, Aldan started to work as Alternative Access Channels Marketing and Mobile Banking Vice President at Akbank TAS in February, 2011. Together with internet banking, telephone banking, ATM, digital and social media, Aldan also leads mobile banking team. In addition to digital marketing activities such as Run-to-Red that was commended to number of marketing awards, she carries on her enthusiastic work with innovative applications like Send Money and Akbank Direct.

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.

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.

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.

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

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.

Marcin Dzienniak

Director of Sales and Support Application Development Department of PKO Bank Polski

Marcin Dzienniak is Director of Sales and Support Application Development Department at PKO Bank Polski. Marcin has a deep expertise in digital transformation, digital marketing, front-end application, data warehousing, business intelligence & advance data analytics in the financial services industry. Prior PKO Bank Polski, Marcin has worked as Principal at The Boston Consulting Group and Senior Manager at Accenture. Marcin graduated Information Science & Econometrics and Finance and Banking at the University of Economics in Cracow and Executive Leadership Development Programme at the
Stanford University.

Business attitude: A business has to be involving, it has to be fun, and it has to exercise your creative instincts.

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.

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.

Zachary Gipson

Senior Vice President, Chief Innovation Officer of USAA

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.”

Paul Kammerer

VP Corporate Strategy & DLT Lab of Commerzbank AG

Jack L. Karavich

Head of Design of Walmart Labs

Anne Marcombe

Finance Account Director of LinkedIn

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

Eylem Özen Bastürk

Strategy & Business Development Head of C-Bot

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.

Philippine Risch

Director Branches, ING Agents & Cash of ING Bank

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 ŞAHİN 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 Koç Group and in digital partnerships with Unicredit Group.  Prior to joining Yapı Kredi, Şahin 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, Şahin 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

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.

Massimo Tessitore

Head of Multichannel, Mobile Payment & E/M Commerce of Intesa Sanpaolo

Massimo Tessitore has a wide experience in the banking sector, built upon an international academic background. After graduating in Engineering at the Politecnico di Torino, he started his career at Sanpaolo IMI.

He then studied for a year at the San Diego University, California, before moving to Accenture and later to Oliver Wyman as Partner, in charge of the Retail Banking practice in Italy.  Joining Intesa Sanpaolo in 2012, as a member of the CEO’s staff, he directed the transformation program of the Banca dei Territori Division.

In July 2013 he was appointed Head of the Planning and control, Quality, Control and Complaints Unit, where he guided the bank towards its multichannel evolution.  Massimo Tessitore is Head Of Multichannel, Mobile Payment & E/M Commerce since November 2014, where he focuses on retail banking and works on strategic projects that aim to reshape and innovate the way Intesa Sanpaolo serves its customers, around 11 million in Italy, including families and small businesses.

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.

Celina Waleskiewicz

Deputy CEO/Board Member covering Digital Banking, Technology & Ops of Alior Bank

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

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
Sophie Heller BNP Paribas Chief Operating Officer - Retail Banking & Services France
How to survive the projected chaos - does the solution lie in offering a supreme human experience to customers? And, if so, what is it?
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

- 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 United Kingdom
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
Olivier Berthier Moneythor CEO France
Efma is organising an interesting fintech exhibition during the CCX forum in the fintech village. Different gamification approaches will be proposed during the fintech village visit, including a best-of-show contest
Round tables composed of 10 participants will brainstorm on brand new features that could be created for customers using the different bank channels: in collaboration with Pisano. The various tables will have different themes such as: physical channels, mobile banking, internet banking, customer contact centres, ATMs, etc. Each table will produce a summary of new functions. The new features will be discussed in plenary in the afternoon on day 3 in a new session.

Customer Experience stream

Member First: a legacy of service to those that have served
Zachary Gipson USAA Senior Vice President, Chief Innovation Officer USA
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
James Buckley Infosys Finacle Global Head of Financial Solutions UK
Jouk Pleiter Backbase CEO Netherlands
Guy Ziv Paykey VP of Sales Israel
Maritza Perez Bermudez EVP Retail Banking Banco Davivienda Colombia
Janice Diner Horizn CEO & Founder Canada
Efma is organising an interesting fintech exhibition during the CCX forum in the fintech village. Different gamification approaches will be proposed during the fintech village visit, including a best-of-show contest
Round tables composed of 10 participants will brainstorm on brand new features that could be created for improving the customer experience: in collaboration with Pisano. The various tables will have different themes such as: digital marketing, big data, AI, design thinking, … Each table will distribute a summary of new functions per theme. The new features 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?"
Marcin Dzienniak PKO Bank Polski Director of Sales and Support Application Development Department Poland
Maciej Ulaszewski Consdata Co-founder and COO Poland
Rethinking multichannel interactions to eliminate customer hassles - Driving transformation through customer journey management
Massimo Tessitore Intesa Sanpaolo Head of Multichannel, Mobile Payment & E/M Commerce Italy
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: “Augmented Agricultural Banking App” from DenizBank winner in the category “Best New Product or Service” “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

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” Others to follow.
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 5mn pitches and 5mn Q&A from the crowd
Exagens Canada
Icare Technologies France
Neuroprofiler France
Onfido UK
Budget Insight France
Anne Marcombe LinkedIn Finance Account Director France
Ghela Boskovich Startupbootcamp Head of Fintech & Regtech Partnerships UK
All 6 FinTechs will come back on stage to pitch their solutions for 1 minute. Then attendees will vote for the Best FinTech 2018 – Crowd’s Choice Award on site via an interactive voting system.
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

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
Philippine Risch ING Bank Director Branches, ING Agents & Cash Netherlands
Alberto Fernández Tome Banco Santander Corporate Head of Digital Transformation Spain
Efma is organising an interesting fintech exhibition during the CCX forum in the fintech village. Different gamification approaches will be proposed during the fintech 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
Data Management Platform (DMP) or audience targeting
Bilgen Aldan Mynet CEO Turkey

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
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
Efma is organising an interesting fintech exhibition during the CCX forum in the fintech village. Different gamification approaches will be proposed during the fintech village visit, including a best-of-show contest
- 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
Celina Waleśkiewicz Alior Bank Deputy CEO 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
Eva A. Kaili Member of the European Parliament Greece
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
Paul Kammerer Commerzbank VP Corporate Strategy & Blockchain Lab Germany

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Frequently Asked Questions

While you are making your registration you are able to pay directly by credit card on our secure website or to ask for an invoice to pay as soon as it is sent to you.
Good news! We offer discount prices from 3 people registering from the same institution. For more details do not hesitate to contact
Please refer to the Cancellation Policy mentionned below.

This event is essential for banks that want to deliver the experience tomorrow’s customers expect. Choose a package and book your place now to make sure you won’t miss out!

From 800
1 Day Pass

  • Rich content in parallel streams
  • Top level bankers & experts
  • Co-creation workshops
  • 1-1 meetings with experts
  • ... and many more!

From 1600
2 Day Pass

  • Rich content in parallel streams
  • Top level bankers & experts
  • Co-creation workshops
  • 1-1 meetings with experts
  • ... and many more!

From 2400
3 Day Pass

  • Rich content in parallel streams
  • Top level bankers & experts
  • Co-creation workshops
  • 1-1 meetings with experts
  • ... and many more!

Venue info

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

Contact: +33 1 47 42 52 72