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.

Tech and solution providers can save £300 with the early bird rate before Friday 12th April.

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

Julia Puzyrova
Head of Digital Channels Division and Chief Marketing Officer
Raiffeisen Bank
LinkedIn
Reema Manchanda
Cyber Security/Insider Risk Manager
Schroders Personal Wealth
LinkedIn
Matthew Plant
Senior Customer Identity Specialist
Okta
LinkedIn
Paul Munson
EU Compliance Lead (MLRO/CCO for UK)
Rippling
LinkedIn
Vanessa Albarran
Delivery Lead - CX Checkout & Payments - Digital Development
Selfridges
LinkedIn
David Okoronkwo
Risk Specialist/KYC & AML
Taskrabbit
LinkedIn
Katie Sunley
Policy Advisor
Department for Science, Innovation & Technology
LinkedIn
Phil Coole
MLRO and Head of Compliance
OakNorth Bank
LinkedIn
Chantelle Lamb
Director Fraud and Financial Crime Systems
OakNorth Bank
LinkedIn
Lisa Moyle
CSO
VC Innovations
LinkedIn
Eve Whittaker
Solutions Consultant, Financial Services
SymphonyAI
LinkedIn
Rebecca Brindley
Head of Digital Accessibility
NatWest Group
LinkedIn
Matthew Berzinski
Senior Director, Product Management
Ping Identity
LinkedIn
Richard Bromley
Director, Head of Fraud & Disputes Risk
Monzo Bank
LinkedIn
Jessica Figueras
CEO of Pionen; Vice Chair of Trustees of the UK Cyber Security Council
LinkedIn
Rodry Webb
Senior Manager of Product Management
The Walt Disney Company
LinkedIn
Azy Shojaeian
VP Compliance and MLRO
Pockit
LinkedIn
Hannah Jeffreys
Senior Product Owner, Digital Identity
Lloyds Banking Group
LinkedIn
David Palmer
Chief Product Officer, Pairpoint and Blockchain Lead
Vodafone
LinkedIn
Ros Smith
Senior Technologist
Ofcom
LinkedIn
Zwelli Burns
Senior Director, Compliance Technology
Paysafe
LinkedIn
Anne-Lise Amiot
Lead Product Manager, Identity and Access Management
Tide
LinkedIn
Claire Maillet
PhD Researcher, Insider Fraud
University of Portsmouth
LinkedIn
Dastan Shukanayev
Fintech & Payment Strategist
LinkedIn
Robert Kotlarz
Founder and Director
OneID
LinkedIn
Masha Cilliers
Founder and Principal Consultant
Payment Options
LinkedIn
Richard Maton
Director
Aperio Strategy
LinkedIn
Yvonne de Ville
Chair of Finance and FinTech Group
Institute of Directors
LinkedIn
Nick Mothershaw
Chief Identity Strategist
Open Identity Exchange
LinkedIn
Bryn Robinson-Morgan
Independent Consultant
Moresburg
LinkedIn
Alison McDowell
Co-Founder and Director
Beruku Identity
LinkedIn
Gareth Narinesingh
Identity Development Director
Open Identity Exchange
LinkedIn
Ebru Keskin
Payments and Fraud Prevention Consultant
Fintech Evolution
LinkedIn
Abol Froushan
Digital Identity Architecture Leader
Retail Sector
LinkedIn
Andrew Churchill
Payments Association Ambassador
LinkedIn
Fred Baumhardt
CEO & Co-founder
Finxone
Barry Parker
Chief Information Officer
Santander UK
Abdul Khaled
Head of Digital | Customer Experience & Digital Products
E.ON Energy
Javier Gorena
Chief Financial Officer
Rentals United
Phoebe Zhou
Head of Emerging Payments, Europe
HSBC
Laura Alda
EMEA Strategic Partner Manager - Payments Partnerships
Meta
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
John Pyall
Head of Underwriting & Products
Great Lakes Insurance
Alvina Lachman-Miller
Product Owner, Rail Availability & Reservation Service
The Rail Delivery Group
Andrew MacDowall
Founding Director
Toros Advisory
Paul Staples
Group Head of Embedded Banking
ClearBank
Jinesh Vohra
Chief Executive Officer
SpriveApp
Chen Zhang
Product Consultant
Swiipr
Carl McCartney
Customer Experience Director
Les Mills UK
John Labadorf
Fintech Board and Independent Advisor
ex Google
LinkedIn
Rebecca Shao
Innovation & Fintech Manager
Jaguar Land Rover
LinkedIn
Erwin Bakker
Head of Strategy & Transformation Global Financial Services
Jaguar Land Rover
LinkedIn
Oli Cook
CEO
ekko
LinkedIn
James Allan
CEO & Founder
Zing
LinkedIn
Tamara van den Ban
MD, Customer Propositions
Lloyds Banking Group
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 Transformation Consultant - Banking & Payments
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 and Operations Director
Norac Foods UK
LinkedIn
David Malley
Payment Industry Engagement Lead, Payments CoE
NatWest
LinkedIn
Abhishek Gambhir
Chief of Staff to CFO & Head of Strategy Office
Curve
LinkedIn
Marcus Treacher
Executive Chairman
RTGS.global
LinkedIn
Heather Xiao
Founder and CEO
Horizon Zero
LinkedIn
Debbie Grant
SVP Global Fraud
Citi
LinkedIn
Tom Voaden
Head of Partnerships & Channel Sales
BR-DGE
LinkedIn
Mariano Diaz
Head of Banking and Payment Partnerships
Crypto.com
LinkedIn
Ross Jones
Barclays
Global Head of Corporate Payments
LinkedIn
Garrett Cassidy
Abarta Consulting
Founder & MD
LinkedIn
Josephine Roy
Global Head - Payments Regulatory Developments & Engagement
J.P. Morgan
LinkedIn
Isabel Pitt
Digital Payments & Cards Director
Nationwide Building Society
LinkedIn
Alina Bouisseau
Head of Strategy & Performance
Tradeshift
LinkedIn
Vicky Wang
Financial Partnerships
Xero
LinkedIn
Jonathan Tseelon
Founder & CEO
Jonts & Co.
LinkedIn
Zilvinas Bareisis
Head of Retail and Payments
Celent
LinkedIn
Giscard Azizi
Head of Global Money – Transaction Banking, Wealth and Personal Banking
HSBC
LinkedIn
Rupert Lee-Browne
Group CEO
Caxton
LinkedIn
Ishtiaq Ahmed
Global Lead - Product Innovation, Experiences & Sustainability
HSBC
LinkedIn
Ilias Tsatalmpasidis
Growth Marketing Director
HyperJar
LinkedIn
Faith Reynolds
Director
Devon Fields Consulting
William Lorenz
Founder and Strategic Advisor
Fintech
LinkedIn
Pedro Batista
CEO, UK & VP Payments and Operations
Payhawk
LinkedIn
Gonzalo Rodriguez
Head of Group B2B2C Partnerships
Generali
LinkedIn
Shaul David
Fintech Consultant
Allica Bank
LinkedIn
Bailey Kursar
Independent
Financial Inclusion Commission
LinkedIn
Fabricio Mercier
Portfolio Manager
WinYield
LinkedIn
Janthana Kaenprakhamroy
Founder
Tapoly
LinkedIn
Jason Merron
ex CPO, O2 and Amazon
LinkedIn
Varija Raj
Senior Product Manager
LiveScore Group
LinkedIn
Kieran Hines
Principal Analyst
Celent
LinkedIn
Joss Tasker
Founder/CEO
Sync Savings
LinkedIn
Jay Richards
Co-Founder
Imagen Insights
LinkedIn
Janis Thomas
Managing Director
Look Fabulous Forever
LinkedIn
Nick Owen
CTO
Oka
LinkedIn
Karine Martinez
Head of Sales
Edenred Payment Solutions
Sagi Avitan
CEO
Paylow
LinkedIn
Konstantin Stoyanov
Global Head of Customer Engagement Services
Maersk
LinkedIn
Julia McColl
Independent Embedded Finance Expert
LinkedIn
Mark Burges Watson
CEO
kaldi
LinkedIn
Nicki Helfet
Global Loyalty Lead
ex-Ralph Lauren
Panagiotis Tsoufis
Global Loyalty and Rewards Senior Digital Marketing Manager
Vodafone Group
LinkedIn
Vinicius Salum
CX and Digital Strategist
LinkedIn
Paul Wilkinson
Product Director
Deliveroo
LinkedIn
Cicely Dudley
Senior Manager, Payments Industry & Development
Lloyds Banking Group
LinkedIn
Joanne Dewar
Project Nemo Lead
Project Nemo
LinkedIn
Harsh Prasad
Senior Quant Researcher - AI & Model Risk
LinkedIn
Jeff Parker
CEO
Paymentology
LinkedIn
Tom Matsuda
Fintech Reporter
Sifted
LinkedIn
Kate Bohn
CIO/CDO and Fractional Executive
Macquarie Group
LinkedIn
Ross Sinclair
Founder & Chief Executive
EIP Limited
LinkedIn
Stéphane Dehaies
CEO
Spendesk Financial Services
LinkedIn
Nick Holt
Senior Director
Marqeta
LinkedIn
Simon Torrence
CEO, Embedded Finance & Insurance Strategies; Founder, AI Risk
LinkedIn
Bashir Khairy
Head - Payment Services
Amicorp Group
LinkedIn
Mat Megens
Founder and Chief Consumer Architect
HyperJar
LinkedIn
Ty Zamkov
Global Head of Product, App Experience - Prime Video
Amazon
LinkedIn
Sophie Hornbach
Director, Global Strategic Initiatives
UNiDAYS
LinkedIn
Zdravko Mladenov
Former Group CDIO
Post Office
LinkedIn
Menno Odijk
CTO
Mendix
LinkedIn
Victoria Smart
Senior Marketing & Production Manager
VC Innovations
LinkedIn
Toby Kernon
CEO & Founder
Wagonex
LinkedIn
Abhi Sharma
Industry Advisor - Banking
Microsoft
LinkedIn
Nivedita Rath
Payments Tech Leader
Xplor Technologies
LinkedIn
Sarah Wilkinson
Former Senior E-commerce Director
Jimmy Choo
LinkedIn
John Walker
Customer Strategist Expert
LinkedIn
Tam Holmes
Chief Commercial Officer
The Bank of London
LinkedIn
Ashish Ranjan
Head of Machine Learning & Artificial Intelligence
XYZ Reality
LinkedIn
Louisa Evans
Head of Loyalty and Retention
Hornby Hobbies Ltd
LinkedIn
Ajay Moti
Senior Manager, Fintech Partnerships
Booking.com
LinkedIn
Dr Ruth Wandhöfer
CIO
GC Partners
LinkedIn
Retno Widuri
Director - Global Fiat/Payment Partnership
LinkedIn
Donatien Chedom Fotso
Ph.D, AI & ML Team Lead - SVP in Technology Data and Innovation
Deutsche Bank
LinkedIn
Paul Loberman
Consultant
May Business Consulting
LinkedIn
Kate Bolton
Founder
Comms for Good
LinkedIn
Jonathan Underwood
Head of Product, NatWest Payments
Tyl and Payit
LinkedIn
Rajat Modi
Associate Director, Group Finance
UBS
LinkedIn
Nicola Poole
Global Head of New Client Onboarding
Citi
LinkedIn
Vinicius Salum
CX and Digital Strategist
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.

2024 agenda

9:05 - 9:10 - Welcome and opening remarks

Welcome to Future Identity Customer 2024. Find out what to expect from the day ahead.

9:10 - 9:50 - Panel: Building consumer trust in the face of rising fraud

The digital world offers many innovative ways of engaging with customers but also creates new avenues for fraudster to exploit. How can businesses build online journeys that keep bad actors out but give genuine customers confidence in their safety and security? How can education, innovation and regulation help to build trust in the face of evolving threats?

  • Richard Bromley, Head of Fraud Risk, Monzo  
  • Azy Shojaeian, VP, Compliance and MLRO, Pockit  
  • Anne-Lise Amiot, Lead Product Manager, Identity and Access Management, Tide 
  • Dastan Shukanayev, Fintech & Payment Strategist 
  • Masha Cilliers, Founder and Principal Consultant, Payment Options (Moderator) 

9:50 - 10:10 - Keynote: TBC

More details coming soon.

  • Rob Kotlarz, Co-Founder and President, OneID

10:10 - 10:50 - Panel: What’s next for online safety?

Social media and online entertainment platforms have revolutionised how we interact online, but as usage has expanded so has the spread of harmful content and activity. Should more be done to verify the real-world identities and ages of online users and block bad actors? Where does liability lie if something goes wrong? What has been the impact of regulatory change and what more needs to be done? 

  • Ros Smith, Senior Technologist, Ofcom 
  • Sidra Khan, Manager, Risk & Trust Policy, Taskrabbit
  • Gareth Narinesingh, Identity Development Director, Open Identity Exchange (Moderator) 

10:50 - 11:20 - Morning coffee break

Time for a quick break! Grab a tea or coffee before joining the final panel sessions or roundtables of the day.

11:20- 11:40 - Fireside chat: Digital accessibility - Breaking down barriers

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 customers who require additional assistance? 

  • Yvonne Deville, Chair of Finance and FinTech Group, Institute of Directors (Moderator) 

11:40 - 12:20 - Panel: Accelerating the future of customer experience

As businesses compete for customers in a fast-moving online world, considerations like how easy it is to onboard to a service and how quickly checkout can be completed are increasingly important. Is seamless digital identity the key to delivering a superior customer experience across multiple channels? How can brands use identity data to unlock valuable behavioural insights and offer greater personalisation?

  • Jyoti Goyal, Head of Product, BT  
  • Speaker TBC, Ping Identity
  • Alison McDowell, Co-Founder and Director, Beruku Identity (Moderator) 

12:20 - 12:40 - Fireside chat: The unfriendly face of ‘friendly fraud’

Businesses are incurring significant costs from chargebacks, returns fraud and bonus abuse schemes. Often customer data resides in siloes making it easy for such ‘friendly fraudto slip through the net. By linking customer profiles to digital identities can businesses get ahead of suspicious activity? How can businesses effectively mitigate misuse without alienating genuine customers and negatively impacting their product offering?

  • Ebru Keskin, Payments and Fraud Prevention Consultant, Fintech Evolution (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.

1:40 - 1:45 - Welcome back to Future Identity Customer

Welcome back to Future Identity Customer. Find out what to expect from the afternoon ahead.

1:45 - 2:05 - Presentation: A spotlight on insider fraud in the Financial Services sector

The impact of fraud on customers and businesses is widely discussed but often overlooked is the impact of insider fraud. How have the ongoing cost-of-living crisis and an increase in remote working contributed to a rise in financial fraud and data theft originating from inside a business? How can financial institutions better understand and work to tackle this ever-present threat? 

  • Claire Maillet, PhD Researcher, Insider Fraud, University of Portsmouth

2:05 - 2:30 - Fireside Chat: The employee as a customer

How are businesses securing identity and access management for employees whilst enabling smooth onboarding and login experiences. What are the risks businesses are faced with and how do innovation, education and culture all play a role in evaluating and defending against new threats? How can seamless employee identity improve efficiency and lower costs, resulting in better outcomes for both businesses and end customers?

2:30 - 3:10 - Panel: Data is knowledge, knowledge is power

Customers are required to verify identity time and again leaving behind a trail of vulnerable data. Can we shift away from a siloed approach and allow businesses to leverage data sharing to get a more complete picture of customer behaviour? How can data-driven intelligence and AI-powered approaches help to detect fraud in real-time and minimise the delay genuine customers face in accessing products and services? What does it take to ensure data privacy and consent are protected? 

  • Rodry Webb, Senior Manager of Product Management, The Walt Disney Company 
  • David Palmer, Chief Product Officer, Pairpoint, Vodafone
  • Richard Maton, Director, Aperio Strategy (Moderator) 

3:10 - 3:40 - 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.

3:40 - 4:15 - Panel: The mobile identity revolution

As mobile quickly becomes the primary channel for customers to engage with finance, retail, social media and many more services, secure mobile identity is a priority. How can the features built into mobile devices be leveraged for faster and stronger verification? How do businesses overcome the kinds of user friction resulting from OTPs and 2FA? Will mobile ID wallets allow users to securely store smart, reusable credentials, for convenient proof of identity? 

  • Hannah Jeffreys, Senior Product Owner, Digital Identity, Lloyds Banking Group
  • Abol Froushan, Digital Identity Architecture Leader, Retail Industry
  • Nick Mothershaw, Chief Identity Strategist, Open Identity Exchange (Moderator) 

4:15 - 4:55 - Panel: Balancing compliance, security and growth

Customers today expect increasingly seamless payments and onboarding experiences. How can innovations in digital identity and open banking 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? 

  • Zwelli Burns, Senior Director, Compliance Technology, Paysafe
  • Bryn Robinson-Morgan, Independent Consultant, Moresburg (Moderator) 

4:55 - 5:00 - Closing remarks

Thank you for joining us at Future Identity Customer 2024.

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

Lisa Moyle
Chief Strategy Officer
Speaking Opportunities
Milana Vlaović
Community Manager
Sponsorship & exhibition enquiries
EmailLinkedIn
Malcolm O'Reilly
Marketing Executive
Marketing & media enquiries
Anna Smart
Client Success Manager
Hosted Meetings & sponsorship delivery
emailLinkedIn