Power Panel: Why Fintech Will Revolutionise Customer Experience & How Financial Services Providers Can Compete In A Hyper Personalised World. What Are The Key Lessons To Learn From Other Industry Verticals & From How Big Tech Companies Build Customer Trust?

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Power Panel: Why Fintech Will Revolutionise Customer Experience & How Financial Services Providers Can Compete In A Hyper Personalised World.  What Are The Key Lessons To Learn From Other Industry Verticals & From How Big Tech Companies Build Customer Trust?

Power Panel: Why Fintech Will Revolutionise Customer Experience & How Financial Services Providers Can Compete In A Hyper Personalised World. What Are The Key Lessons To Learn From Other Industry Verticals & From How Big Tech Companies Build Customer Trust?

About the speakers
  • Katharina Lueth
    Katharina Lueth
    Chief Client Officer & Managing Director at Raisin
    As Chief Client Officer & Managing Director, Katharina Lüth is responsible for communications, operations and customer service across the entire company. She has been and is pivotal in establishing Raisin as a leader in the savings and investments space. Before becoming managing director Katharina focused on Raisin’s internationalization across the EU and UK. A sought after speaker and expert voice in the field of banking and fintech, she’s been featured in top tier German and international media and conferences. Prior to joining Raisin, Katharina spent seven years at McKinsey & Co. As a senior project manager there, she primarily advised large European universal and private banks on asset management and private banking, pricing, advisory concepts, and lean transformation. Core projects included the end-to-end transformation of a large European bank, the development of advisory concepts and strategies for a number of private banks and asset managers after the financial crisis, and the pan-European analysis of deposit products. Katharina has worked primarily in Europe but also in Latin America and Africa. She holds an MBA from IESE Business School and a BSc in international business, focusing on finance, jointly from Northeastern University in the U.S. and Reutlingen University in Germany. In her private life Katharina has two young daughters and enjoys running, yoga and traveling.
  • Kate Moody
    Kate Moody
    Strategy Director, Customer Experience at 11:FS
    Kate is a highly experienced mixed methodology research and Jobs To Be Done expert, applying qualitative and quantitative techniques to identify underserved customer needs that inform new propositions and services. Prior to 11:FS, she worked with clients across multiple sectors, including insurance, telecoms, health and fitness and the gig economy. Topic expertise: Customer experiences JTBD Insurance
  • Chris Waring
    Chris Waring
    Head of Digital Customer Journeys at NatWest
    Chris has a background in both banking and technology. After completing his computer science degree at Cambridge, he ventured into commercial banking and took on various commercial and digital roles at both Barclays and HSBC. His work at HSBC was primarily focused on global digital initiatives, especially Digital Business Banking in the UK and Hong Kong. He also spent time in the Middle East as the COO of a regional financing house. More recently, Chris has worked at UK Fintechs Revolt and Trade Ledger. In 2022, he joined NatWest, to work on enhancing digital customer journeys for the Commercial and Institutional division.
  • Pinar Ozcan
    Pinar Ozcan
    Professor of Entrepreneurship and Innovation at Said Business School
    Pinar Ozcan is Professor of Entrepreneurship and Innovation. She is also the academic director of the Oxford Entrepreneurship Centre and the Oxford Future of Finance and Technology (Fintech) Initiative. She serves in advisory roles working with regulatory authorities such as the UK's Competition and Markets Authority and the Financial Conduct Authority, the European Commission, and the (Organisation for Economic Co-operation and Development) OECD on these topics. Pinar completed her PhD at the Stanford Technology Ventures Program (STVP) at the Stanford University Management Science and Engineering Department, and also holds a Master of Science and dual Bachelor’s degrees from Stanford. At Stanford, Pinar directed the AEA Stanford Executive Institute, a summer executive program for the high-tech industry for three consecutive years. She also organised the Stanford Entrepreneurship Thought Leaders Seminars, and helped create the Stanford Entrepreneurship Corner for entrepreneurship educators worldwide. Since completing her PhD, Pinar has received the Excellence in Research Award at IESE, the EFMD Best Teaching Case Award, the IDEA Entrepreneurship Thought Leader Award, and Best Paper Nominations and Awards at Academy of Management Journal and Strategic Management Society. Pinar is also the 2015 recipient of the British Academy Newton Grant for the study of open innovation, the 2016 SWIFT award for the study of the UK Banking industry’s transition into open application programming interfaces (API’s), and the 2016 Best Conference Paper Award at Strategic Management Society. In 2017, Pinar had the honour to be selected to the Top 40 Business School Professors under 40 by Poets and Quants. In 2018, Pinar received the Strategic Management Society Research in Organisations Award for her work on the disruption in the banking sector in partnership with Swift Institute. She was recently selected to the global Thinkers 50 list for emerging thinkers with the potential to make lasting contributions to management theory and practice. In 2019, she was chosen as a British Academy Mid-Career Fellow for her work on the disruption of banking in Europe and the UK. Finally, in 2021, Pinar was chosen to the Global Women in Fintech Powerlist by Innovate Finance. Pinar is a founding partner of Blanchard International Turkey. Her work experience also includes management consulting at Siemens Corporation in Munich, Germany, and strategy consulting with technology ventures and venture capital firms in the Silicon Valley. Pinar is from Istanbul, Turkey. She speaks English, German, Spanish, Turkish and Dutch.

Key takeaways