Future Identity Customer Agenda 2024

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.