Is Customer Experience the Financial Services Industry’s Most Expensive Broken Promise?

Financial institutions have spent a lot on customer experience initiatives, promising seamless interactions and exceptional service. Yet, when customers share their experiences, the feedback often tells a different story:

• Why are so many financial institutions failing to deliver on their CX promises?
• Are CX efforts hindered by CFO skepticism, unclear KPIs, etc?
• How can financial organizations translate customer-centric strategies into tangible revenue growth?

If these questions trigger something in you, this webinar will provide clarity, insights, and actionable guidance.

Join our expert panel discussion as we uncover the uncomfortable truths behind the persistent CX gap in financial services, explore why significant investments haven’t always translated into better customer experiences, and—crucially—what your organization can do to break the cycle.

What you’ll learn:

• The Real CX Disconnect: Why financial institutions keep falling short, despite extensive investments.
• Financial Impact & KPIs: Identifying which CX metrics truly resonate with CFOs and the wider C-suite.
• Mindset over Technology: How to shift from a tech-first approach to true customer-centric transformation.
• Navigating the pitfalls in CX: Overcoming common concerns and aligning the entire organization—not just leadership.

If you’re ready to confront the uncomfortable truth, drive meaningful conversations internally, and finally deliver on your Customer Experience promises—this session is your starting point.

About the Speakers

Richard Jeffreys – A former Banking Managing Director and FinTech Executive, Richard brings over 30 year’s experience to help C-Suite leaders elevate customer and employee experience, drive revenue, optimise cost, improve compliance, and transform organisations.

With global expertise across the US, Europe, and Asia, he delivers measurable results by aligning customer insights, digital solutions, and cultural change. He is viewed as a leader in many fields across CX and EX, including Contact Centre AI and Customer Success transformation. With deep expertise in FinTech, Banking, and SaaS, Richard brings strategic insight and hands-on experience to help unlock an organisation’s growth potential.

Ekaterina Mamonova – Ekaterina leads strategic initiatives to enhance broker relationships and deliver tailored solutions that align with Liberty’s commitment to product, service and proposition excellence globally.

With a strong background in customer experience, marketing, research and consulting, Ekaterina has held key leadership roles at AIG and Allianz Commercial, where she drove transformation programs focused on customer centricity, proposition and product development, digital innovation, and strategic partnerships. Her experience spans global customer experience leadership, strategy development, commercial enablement and market activation, making her a recognized expert in driving customer-led growth within the commercial insurance industry.

A Certified Customer Experience Professional (CCXP) and Bain-Certified CX Practitioner (Bain CCX), Ekaterina is passionate about leveraging data-driven insights to enhance customer engagement and business performance. Her expertise continues to help position commercial insurance businesses as leaders in delivering best-in-class solutions to brokers and clients worldwide.

Brian Harkin – Brian is the Head of Technology and Innovation at Centrus, and a visiting lecturer at Bayes Business School (City St. Georges, University of London).
He has developed the Galapagos Framework (http://www.galapagosframework.com/) and has written the book Evolving from Digital Transformation to Digital Acceleration using The Galapagos Framework to help leaders and organisations transform the way they direct digital change.
All opinions are his own and he welcomes debate and comment!

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