Identity at the heart

of the customer experience

Future Identity Customer

21st May 2024 | London, UK

Welcome!

Future Identity Customer, in co-location with FTT Embedded Finance & Super-Apps, Customer Alpha and FTT Payments, brings together 600+ attendees for a one day event in central London. Discover how consumer facing businesses in retail, gaming, mobility, entertainment, travel, healthcare and other key sectors, are approaching digital identity.

Identity is key to optimising the customer experience

1/5

of the cost of fraud is passed to consumers through price increases

43%

of customers abandon onboarding due to frustrations with KYC

90%

of consumers want more control over how their data is used

73%

of customers will exchange data for a personalised experience

The time for collaboration is now

A one-day event packed with opportunities to learn, build and connect

600+ engaged attendees

Achieve months of networking in just one day. Jump into a community of all the key players in identity and customer experience.

60% Tech End-users

No, really. At Future Identity Customer retail, gaming, mobility, entertainment, travel, healthcare, utilities and other leading businesses.

150+ rockstar speakers

C-level professionals and renowned experts ready to share their insights into the latest identity trends and new technologies.

Facilitated networking

No more searching the expo floor for your ‘must-meet’ attendees. Our community management team can handle those priority introductions.

Live content

Content sessions exploring how digital identity can deliver greater trust, privacy and personalisation for the ultimate customer experience.

Technology expo

Discover new technologies to solve your identity challenges. Lay the foundations for future partnerships with technology leaders.

2024 Rockstar sponsors

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Industry partners

The experience

Look forward to lively conversations, new connections, lots of identity and good times

ICONIC LONDON VENUE

Future Identity Customer is being hosted at etc.venues 155 Bishopsgate, a stylish venue in the heart of London and the perfect space to partake in compelling content sessions, explore the vibrant exhibition area and more.

DRINKS RECEPTION

To finish off a day of inspiring content and smart networking, attendees enjoyed a drinks reception on the expo floor whilst networking with strategic partners.

VIP Hosted Meetings Programme

Taking place in our brand new and exclusive hosted meetings lounge.

Fast-track access to the industry leaders and technology providers you want to meet with efficiency and ease. Look no further to strengthen existing partnerships and build new connections.

We have a brand new opportunity available for you to get involved – get in touch with us at marketing@vcinnovations.co.uk to view our Meetings Package as part of the VIP Hosted Meetings Programme.

Past attendees include

Identity & customer experience innovators & technology leaders

Expand your industry knowledge

Our agenda revolves around some key themes

Customer loyalty

Customers want quick and easy access to services, but also want meaningful interactions with brands they trust. Is delivering a cohesive identity experience across all touchpoints the secret to customer retention?

Building an ecosystem

Different industries have unique drivers and challenges when it comes to digital identity, but as wider standards and trust frameworks drive interoperability, could an outward-looking approach be the key to progress?

Fraud and abuse

As online fraud continues to surge, retailers need solutions to mitigate account takeover, friendly fraud and bonus abuse, without damaging their product offering and alienating genuine customers.

Data privacy concerns

Customers are increasingly concerned about how their data is used and stored online. Trust is a two way street and only by prioritising privacy, transparency and consent can businesses ensure their users feel secure.

Innovation culture

Seamless identity management can improve employee experience, enhance efficiency, lower costs and ultimately lead to better results for end customers. How are various functions across organisations embracing change?

Online safety pressures

Faced with regulatory requirements to protect users from harmful content, scams and bad actors, how are digital platforms leveraging identity and age verification solutions to ensure trust and safety.

The ecosystem

Discover the latest innovations powering the future of identity

Biometrics
Screening
Transaction monitoring
Document
capture
Validation
Device
intelligence
Face
matching
eSignature
Authorization
Liveness
detection
Credentials
Fraud
prevention
Enrolment
Verification
Access
management

Rockstar speakers

Claire Maillet
PhD Researcher, Insider Fraud
University of Portsmouth
LinkedIn
Jyoti Goyal
Product Lead, BT Marketplace Capabilities
BT Group
LinkedIn
Keith Ferguson
Senior Product Manager
Flutter International, PokerStars
LinkedIn
Maria Khan
Director of Product & Digital
Tandem Bank
LinkedIn
David Palmer
Chief Product Officer, Pairpoint and Blockchain Lead
Vodafone
LinkedIn
Dastan Shukanayev
Senior Payments Technology & Strategy
Marks & Spencer
LinkedIn
Jean-Paul Feidt
Lead, Payment and Fraud Management
Douglas
LinkedIn
Deniz Atabey Alkan
Senior Manager, Trust & Safety
Bumble
Javier Gorena
Chief Financial Officer
Rentals United
Peter May
Managing Director, Group Head of Fraud
HSBC
Laura Alda
EMEA Strategic Partner Manager - Payments Partnerships
Meta
Barry Parker
Chief Information Officer
Santander UK
Sachin Torne
SVP - Global Payments Transformation
Citi
Adam Gagen
Global Head of Government Affairs
Revolut
Briony Krikorian-Slade
Principal, Payments, Innovation & Resilience
UK Finance
Chris Higham
Head of Payments & Cards
Secure Trust Bank
Tina Murgulia
Risk Manager (European Team Lead)
Faire
Erwin Bakker
Head of Strategy & Transformation - Global Financial Services
Jaguar Land Rover
John Pyall
Head of Underwriting & Products
Great Lakes Insurance
Andrew MacDowall
Founding Director
Toros Advisory
Paul Staples
Group Head of Embedded Banking
Clear Bank
Nicole Anderson
Venture Partner
1835i
John Salyer
Chief Revenue Officer
Rockspoon
Niall Haughey
Founder
Graze
Jinesh Vohra
Chief Executive Officer
SpriveApp
Chen Zhang
Product Consultant
Swiipr
Abdul Khaled
Head of Digital | Customer Experience & Digital Products
E.ON Energy
Carl McCartney
Customer Experience Director
Les Mills UK
Alvina Lachman-Miller
Product Owner, Rail Availability & Reservation Service
The Rail Delivery Group
Dennis Phúc McNulty
Director of Payments
GetYourGuide
LinkedIn
John Labadorf
Fintech Board and Independent Advisor
ex Google
LinkedIn
Jonathan Tseelon
Founder & CEO
Jonts & Co.
LinkedIn
Rebecca Shao
Innovation & Fintech Manager
Jaguar Land Rover
LinkedIn
Oli Cook
CEO
ekko
LinkedIn
James Allan
CEO & Founder
Zing
LinkedIn
Daniel Belda
Chief Product & Marketing Officer
Fero
LinkedIn
Daniel Parekh-Hill
CEO
Flare
LinkedIn
Ivan Prokofev
Payments & Fraud Reporting Lead
Bumble
LinkedIn
Oonagh van den berg
CEO
Virtual Risk Solutions VRS Limited
LinkedIn
Danielle Dodoo
Digital Consultant - Open Banking
The Co-operative Bank
LinkedIn
Izabella Kaminska
Senior Finance Editor
Politico Europe
LinkedIn
Richard Talbot
Head of Cash & Self Service
NatWest Group
LinkedIn
Ashley Isenberg
CEO/Partners
Fractional FinTech
LinkedIn
Blerina Essen
Finance & Operations Director
Norac Foods UK
LinkedIn
David Malley
Head of Scheme & Product Innovation Lead
NatWest
LinkedIn
Abhishek Gambhir
Chief of Staff to CFO & Head of Strategy Office
Curve
LinkedIn
Marcus Treacher
Executive Chairman
RTGS.global
LinkedIn
Heather Xiao
Product and Operations Director
Open Banking
LinkedIn
Debbie Grant
SVP Global Fraud
Citi
LinkedIn
Tom Voaden
Head of Partnerships & Channel Sales
BR-DGE
LinkedIn
Mariano Diaz
Head of Payment Partnerships - EMEA
Crypto.com
LinkedIn

Co-located with

One day, four events and an interconnected community

FTT Embedded Finance & Super-Apps Europe gathers an exciting and disruptive community of retailers, manufacturers, insurers, telcos, financial institutions, fintechs and tech innovators to re-imagine financial services and explore a future where the universe of potential financial services providers is expanding rapidly.

Customer Alpha is the only dedicated global community of brands, retailers, marketplaces, social platforms and technology enablers exploring strategies and new product streams designed to attract, retain, increase LTV and better serve the current and next generation of customers.

FTT Payments is dedicated to exploring the latest trends, technologies, and business model innovations across the payments industry creating a gateway to the future of transactions, offering a unique platform to learn, share, and shape the next wave of payment solutions.

2023 agenda

09:05 - 09:10 - Future Identity Customer - Welcome and opening remarks

Find out what to expect from the day ahead.

Laura Camplisson, Future Identity Portfolio Lead

09:10 - 9:55 - Panel discussion - Identity at the heart of the customer experience

As businesses compete for customers in a fast-moving and crowded digital world, considerations like how easy it is to register and how quickly payments can be made are increasingly important. How can the onboarding and authentication experience be made as seamless as possible while keeping customers secure? How can brands use identity data to unlock valuable behavioural insights and foster greater personalisation? 

  • Laura Moore, Global Director of Identity, Sky
  • Abol Froushan, Senior Enterprise Architect, No7 Beauty Company, Walgreens Boots Alliance
  • Mate Barany, Account Executive, Ping Identity
  • Harry Weber-Brown, Chief Engagement Officer, Zilo
  • Elizabeth Rayment, Director, Your Mind Media (Moderator)

09:55 - 10:40 - Panel discussion - Trust is a two way street

The digital world offers many innovative ways of engaging with customers, but also creates new avenues for bad actors to exploit. Trust is key to any businesses’ fraud prevention strategy but is also increasingly influencing consumer choice. How can businesses leverage new technologies and design online journeys which keep bad actors out and give genuine customers maximum confidence in their security and data privacy? 

  • Alex Clements, Financial Crime Manager, Ziglu
  • Paul Munson, Deputy MLRO, Optimus Cards
  • Egle Nartautaite, Senior Manager, Global Fraud, Pitney Bowes
  • Stacey Wilkinson, Customer Attribute Sharing Product Owner, NatWest Group
  • Richard Maton, Director, Aperio Strategy (Moderator)

10:40 - 11:15 - Morning coffee break

It’s coffee o’clock! Grab some refreshments from our expo floor before the stage resumes.

11:15 - 11:55 - Panel discussion - We are living (and working) in a digital world

Digital identity has had a transformative impact on right to work and rent checks in the UK. As the number of certified providers continues to grow, how are businesses and customers benefiting from the switch to digital? What reforms and innovations are needed to drive further progress?

  • Timothy Douglas, Head of Policy and Campaigns, Propertymark
  • Jon Hall, Advisory Board Member, Better Hiring Institute and Senior Academic, The Open University
  • Chris Milligan, Founder & CEO, Konfir
  • Anita Pali, Partner, Sheridans
  • Alison McDowell, Advisory Board Member, Better Hiring Institute (Moderator)

11:55 - 12:40 - Panel discussion - The retailer's guide to digital identity

The number of e-commerce transactions has skyrocketed in recent years. How can retailers modernise their customer authentication processes to meet this demand and deliver on expectations for invisible payments and seamless omnichannel access? Which new technologies are key to detecting and preventing fraud?

  • Dastan Shukanayev, Senior Payments Technology & Strategy, Marks & Spencer
  • Elinor Hull, Identity Services Director, Post Office
  • Abol Froushan, Senior Enterprise Architect, No7 Beauty Company, Walgreens Boots Alliance
  • Steven Bisoffi, Technical Specialist – Payments, Payment Systems Regulator
  • Matteo Gamba, Head of Product – Global Payments & Fraud, Wayfair
  • Ekaterina Safonova, Founder and Managing Director, CS Consulting and Advisory (Moderator)

12:40 - 13:40 - Lunch break

Lunch is served! Head to the catering area on the expo floor, explore the networking options, and don’t forget to visit the exhibitor booths.

13:40 - 13:45 - Future Identity Customer - Welcome back

Introduction to the sessions coming up this afternoon.

  • Laura Camplisson, Future Identity Portfolio Lead, VC Innovations

13:45 - 14:20 - Panel discussion - No usability without accessibility

 

The accessibility of a digital identity solution is vital to widespread customer adoption. Unresolved system biases could mean some demographics are inconvenienced or worse, excluded from access altogether. How do we ensure all customers have a seamless experience? How do we design and build accessibility in right from the start? What about those who require assistance or would prefer a human interaction?

  • Philip Bonhard, Head of Design, Payments, Fraud and Financial Crime, Lloyds Banking Group
  • Becks Brindley, Digital Accessibility Lead, NatWest
  • Nick Mothershaw, Chief Identity Strategist, Open Identity Exchange
  • Lisa Moyle, Chief Strategy Officer, VC Innovations (Moderator)

14:20 - 14:40 - Fireside chat - Getting it right: Balancing safety, compliance and growth in regulated gaming

As the popularity of regulated online gaming continues to grow, customers expect increasingly seamless payments and onboarding experiences. Can innovations in digital identity, open banking and age verification enhance the online journey, while mitigating risk and keeping customers and their data secure? How are new regulations altering the landscape and how are businesses ensuring compliance? How can businesses be sure to choose the right technologies to prevent fraud while securing future growth?

  • Charles Cohen, Founder and CEO, Department of Trust 
  • Laura Camplisson, Future Identity Portfolio Lead, VC Innovations (Moderator)

14:40 - 15:20 - Panel discussion - Identity, portability and privacy in a data-driven age

In today’s world, we shop, bank, game, work and connect online. As customers, we are required to prove our identity time and again to access different services, each interaction leaving a trail of personal data. How do we move away from a siloed approach to identity and empower customers with control over their data and credentials? What approaches will enhance privacy and consent, while ensuring end-to-end security?

  • Vanya Rakesh, Privacy Program Manager, Meta
  • George Kassis, Digital Identity Lead, Web3 Labs, Onyx by J.P. Morgan
  • Greg Mundell, Head of Portfolio and Delivery, Identity Platforms, Sky
  • Ivan Djordjevic, Principal Security Advisor, Salesforce
  • Simon Moffat, CEO & Research Analyst, The Cyber Hut (Moderator)

15:20 - 16:00 - Afternoon coffee break

Time for a quick break! Grab a tea or coffee (…or a famous festival craft beer!) before the last sessions of the day.

16:00 - 16:20 - Fireside chat – Decentralised identity in focus: Evolving industry applications

The concept of giving users control over their identities through wallets or decentralised credentials continues to gather pace. Where are we starting to see the model applied in practice? How are organisations within healthcare, trade, travel and education unlocking the potential of decentralised identity for their customers? 

  • Michael Shea, Managing Director, The Wider Team
  • Laura Camplisson, Future Identity Portfolio Lead, VC Innovations (Moderator)

16:20 - 16:50 - Panel discussion - Biometrics: The, not so secret, secret to customer identity?

Advances in mobile device technology have drastically lowered the entry barriers to implementing biometrics. Businesses across a range of industries are now using the technology to streamline customer verification and fight fraud. Discover some of the most exciting opportunities and explore the key challenges to consider. Will the intersection of wallets, biometrics and identity become second nature for customers?

  • Philip Bonhard, Head of Design, Payments, Fraud and Financial Crime, Lloyds Banking Group
  • David Tyrrell, UK&I Sales Director, Keyless
  • Chris Allgrove, Director and Co-Founder, Ingenium Biometrics
  • Iain McCallum, Programme Manager – Digital Identity, TechUK (Moderator)

16:50 - 17:25 - Panel discussion - The internet and identity: What does the future hold?

Customers today spend around 60% of their time online in the ‘open’ web, where authentication is not a regulatory requirement. Verifying customers would allow brands to offer services better targeted to specific needs, but would the added friction and loss of anonymity push some customers away? Will we see increased pressure on entertainment and social networking platforms to verify and protect their users? Will the line between anonymity and security shift as the internet evolves?

  • Mark Haine, Co-Chair, eKYC and Identity Assurance Working Group, Open Identity Foundation
  • Jon Shamah, Co-Founder, Global Trust Foundation
  • Ros Smith, Senior Technologist, Ofcom
  • Lavanya Onguru, Financial Crime Senior Consultant, FINTRAIL (Moderator)

17:25 - 17:30 - Future Identity Customer - Closing remarks

That’s a wrap!

  • Laura Camplisson, Future Identity Portfolio Lead, VC Innovations

17:30 - 18:30 - Drinks reception

Taking place in the exhibition area

Want to speak to the team?

Reach out to the Future Identity Finance team with queries on how to get involved with the event through our sponsorship, exhibition, speaking, or media partnership opportunities

Laura Camplisson
Portfolio Lead
Speaking Opportunities
Victor Cruz
CEO
Sponsorship & Exhibition
EmailLinkedIn
Malcolm O'Reilly
Marketing Executive
Media Partnerships