• HFS Research presents…


    Experience Innovation in Financial Services:
    How to transform through a human-centric lens
    to drive business outcomes

    An HFS Executive Roundtable


    May 24, 2019 | The Ritz Hotel, London


    Apply for this roundtable

Supported by

Date: May 24, 2019
Time: 12:00 pm – 4:00 pm
Venue: The Ritz Hotel, London
Address: 150 Piccadilly, St James’s, London W1J 9BR
Chairman: Phil Fersht, CEO and Chief Analyst at HFS Research
Guest Analyst: Melissa O’Brien, Research VP, HFS Research
Theme: Experience Innovation in Financial Services

Experience Innovation in Financial Services:
How to transform through a human-centric
lens to drive business outcomes

With the proliferation of digital technologies, the rise of the millennial workforce, and radically changing customer expectations, large banks and insurance companies must find new ways to optimize employee and customer experiences to sustain competitive advantage. Many organizations traditionally invest heavily in the front office – improving user interfaces or enhancing mobile apps. While the front-end experience is critical, so too are the processes, data, and technology that support the journey.

Leaders are adopting a holistic Experience Innovation approach to reimagine, design, and engineer exceptional experiences that connect from front-to-back office. The design-led, multi-disciplinary approach breaks down silos, and leverages qualitative and quantitative research to map experiences to user needs. Agile and lean digital methodologies increase speed, spark innovation, and enable repeatability and scalability. Benefits include lower operating costs and increased revenue, profitability, and market share.


The Agenda

In this executive roundtable, we will explore:
• Reorienting your businesses around your customers
• Connecting experiences from front-to-back office
• Optimizing customer and employee experiences
• Measuring the success of your experience initiatives

HFS Chairman

Phil Fersht

CEO & Chief Analyst, HFS Research

Phil Fersht is a world-renowned analyst, writer and visionary in emerging technologies, intelligent automation and robotic process automation software, digital business services, and the transformation of enterprise operations to drive customer impact and competitive advantage. Fersht coined the terms “The As-a-Service Economy” and the “Digital OneOffice”, which describe HFS Research’s vision for business operations and…

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HFS Guest Analyst

Melissa O’Brien

Research Vice President, HFS Research

Melissa O’Brien is Research Director, Customer Engagement, Retail and Travel Strategies at HfS Research. Her research coverage includes customer experience management services, exploring ties with marketing operations and developing thought leadership around intelligent automation for contact center and vertically-specific customer engagement business processes. In addition, she focuses on key dynamics within the retail and consumer…

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Simon Jenkins

Lead Client Financial Services Partner and Vice President, Genpact

Simon is an Advisor to large Banks (both in Retail and Corporate), to Insurance businesses, to Challenger Banks, to Automotive Captives and mentors a number of FinTechs. He engages with his clients to help them Digitally transform, helps them innovative faster to MVP (with better ROI) and helps FInTechs understand and connect with FIs and…

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The Ritz Hotel, 150 Picadilly, St James’s, London W1J 9BR

The nearest underground station is Green Park, which is less than a two minute walk from the hotel and is on the Piccadilly, Victoria and Jubilee lines. The Ritz London is an eight-minute walk to Piccadilly Circus tube station and a 12 minute walk to Hyde Park Corner station.  There are several bus routes, which go through Green Park along Piccadilly.


A rigorous selection process results in a level of peer interaction and knowledge exchange unrivaled in the services industry. All eligibility decisions are subject to HFS’ sole discretion, and each application is reviewed on a case-by-case basis.

1) Applicants from non-service provider/advisor enterprises may be eligible for free entry, director-level or above and automation leads.

2) HFS Research Clients and Sponsors have priority for a seat at the event. Space is limited.

3) If you received a personal invite for a speaker slot, HFS will contact you and confirm your seat.

NOTE: Applying to this event does not mean you are automatically accepted to participate. HfS will be in touch to let you know whether your application has been approved.

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London Roundtable: UK, May 24, 2019

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