Brett StClair, ex-Googler and former Barclays Chief Digital Officer, examines AI's revolutionary impact on banking. Drawing from experience in tech and finance, he illustrates how the GenAI Industrial Revolution is transforming business at unprecedented speed. Brett traces the shift from traditional to AI factories, highlighting how banks must adapt to exponentially expanding AI capabilities that surpass Moore's Law. He provides concrete examples of how roles are transforming across industries, with particular relevance to financial services. He envisions a future where customer AI interacts directly with banking AI, enabling personalized service, enhanced self-service, expanded offerings, and deeper human relationships built on trust.

Marco will take you on a journey of transformation in the financial world, explaining how to maintain a digital leadership role and prepare yourself to fully harness the potential of the next wave of technology. He provides concrete examples of how to become ready to successfully integrate emerging technologies (like Agentic/ GenAI), achieving the benefits of scalable technology and further improving the experience of customers and developers.

In this fireside chat Neil Martin of NCR Atleos will be joined by Richard Talbot, MD of Cash and Self-Service, Group Cash Strategy & Transformation Lead to discuss NatWest’s bold vision for the future of self-service banking. This session will spotlight NatWest’s strategic investment in next-generation self-service technology and their transformative partnership with NCR Atleos. Discover how a full-scale refresh of their ATM network—featuring cutting-edge hardware and software— is enabling NatWest to respond to changing customer behaviour and to reshape customer and colleague experiences across the UK.

Explore how this collaboration is fueling innovation in three key areas:

• Next-Level User Interaction: Enhancing and simplifying self-service journeys for both customers and staff. Creating the foundations for future innovation.
• Integrated Marketing Touchpoints: Connecting bank-wide campaigns directly through self-service channels.  Leveraging high visibility digital real estate.
• Digital Avatars & AI: Experimenting with avatar technology integrated with NatWest’s digital assistant, Cora, to create and explore new customer experiences.

While digitalization continues to transform payment behaviors, cash remains surprisingly resilient. Despite widespread predictions of decline, cash in circulation across Europe has grown consistently. Yet customer behavior around cash is evolving. What strategies should the industry adopt to ensure a resilient cash infrastructure that meets these changing needs?

Analysis reveals consumers consistently maintain several financial relationships across generations, indicating market saturation. Key findings from Datos Insights' new research suggest financial institutions should pivot from acquisition-focused strategies to relationship deepening approaches. Generational behavioral differences present targeted engagement opportunities. These insights demonstrate that sustainable growth lies in maximizing existing customer value rather than pursuing costly acquisition tactics that increase churn and diminish profitability.

Discover how Nationwide has transformed to deliver a differentiated and connected customer experience.

ATMs remain the primary method for access to cash across Europe. New research by Datos Insights for its latest white paper on ATM economics suggests that the current financial model for operating ATMs is unsustainable, which is leading to the access to cash challenges. In this session, we will discuss current cost-revenue dynamics and the critical role interchange fees play in determining ATM availability and location, influencing whether communities have access to cash. What can be done to provide a way forward and establish a sustainable model for the future?

Kuveyt Türk's Empatika Lab: A Neuro Way to Understand Customer Feelings on the Digital Channels
Kuveyt Türk stands out as the first and only Turkish bank to establish a fully equipped neuromarketing laboratory, known as Empatika. This presentation explores an analytical study designed to uncover the cognitive and emotional responses of our customers as they interact with our digital platforms. By leveraging advanced neuroscience tools—such as eye-tracking and EEG—the study reveals how different elements of the digital interface influence customer engagement and satisfaction. These insights offer strategic value for enhancing digital customer service and optimizing user experience across our digital channels.
Dr. Okan Acar, EVP, Digital Banking and Payment Systems, Kuveyt Türk, Türkiye

Digital Transformation of Tatra banka: Mobile Banking with a Human Touch
Tatra banka is one of the leaders in the digital transformation of banking in Slovakia. Thanks to a “mobile-only thinking” approach, innovations, and new communication tools, it is able to offer personalized services and an exceptional customer experience. Mobile banking with a human touch is changing the way we communicate, increasing the efficiency and engagement of both our clients and employees.
Peter Matúš, Retail Board Member Tatra Banka, Slovakia

The Digital Revolution: Transforming Banking through New Technologies
The banking industry is undergoing unprecedented transformation as traditional institutions compete with agile fintech companies. This presentation examines key technological innovations reshaping financial services, including digital wallets, AI-powered personalization, conversational banking through chatbots, and biometric security solutions. We explore how open banking APIs enable new business models while machine learning drives hyper-personalized customer experiences. These technologies collectively represent a fundamental shift toward more accessible, secure, and user-centric banking ecosystems.
Ender Aydın, Digital Solutions Manager,  Ziraat Bank, Türkiye

From Transactions to Trust: The New Role of Distribution
Discover how Bank of Ireland is transforming its distribution strategy to meet the evolving expectations of customers. In this session, Bryan O’Hanlon shares how the bank is redesigning branches, expanding service models, and simplifying operations - all to create seamless, omni-channel journeys where digital efficiency enables deeper human connection. Discover how ‘digital and personal’ is becoming the new standard in retail banking.
Bryan O’Hanlon, Head of Strategy and Planning, Distribution Channels, Bank of Ireland, Ireland

FIs are transforming branches into dynamic hubs that merge technology with human expertise. Despite digital growth, over 40% of consumers still visit branches for account openings and loans, making seamless connected channel experiences crucial. Traditional transaction-focused branches are becoming advisory centers where automation handles routine tasks while staff focus on relationship-building and complex problem-solving. Moreover, AI has the power to change how branches operate, offering innovative solutions to enhance efficiency, customer satisfaction, and revenue growth. This session explores proven strategies for modernizing branch operations, enhancing employee capabilities through intelligent data integration, and implementing flexible service models that deliver technology's convenience alongside invaluable face-to-face guidance across all touchpoints.

AI is poised to be the biggest disruptor to jobs across the banking sector and is often viewed as a daunting technology. However, if adopted correctly through thoughtful augmentation, strategic preparation, and a shift from project-based initiatives to a true Business-as-Usual mindset banks can thrive by leveraging AI to its full potential.
In this round table, we will share proven frameworks, real-world stories, and practical approaches to help navigate this exciting but potentially challenging transformation.

Reimagining the future of banking through collaboration, where innovation connects people, empowers communities, and ensures no one is left behind. A new paradigm is emerging collaborative infrastructure that transcends institutional boundaries. This panel explores how strategic partnerships, technological Innovation and joint service networks are not only reducing operational costs but enabling financial inclusion in underserved communities.

Jonny Mattocks, Senior Product Lead, Agile Transformation Leader - Lloyds Banking Group

This panel explores how financial institutions can measure digital transformation success through metrics that go beyond traditional customer acquisition numbers. Our European banking experts will discuss key performance indicators for customer engagement and operational efficiency while sharing innovative approaches to tracking ROI, regulatory compliance, and internal culture transformation. Attendees will learn practical frameworks for evaluating the true impact of their digital initiatives and ensuring sustainable organizational change throughout their transformation journey.

Explore how K&H Bank is transforming customer experiences through unified channel strategies that seamlessly integrate branches, call centers, and digital platforms. We explore practical frameworks for implementing AI-powered tools and assisted sales technologies across all touchpoints, ensuring consistent service delivery and data-driven insights. Key findings demonstrate how connected channel architectures enable personalized customer journeys while maximizing operational efficiency and revenue opportunities. 

Discover how National Bank of Greece’s extensive ATM network, unified through a common UI design and centralized design system, aligns with NBG’s digital strategy. Learn how this integration enhances user experience, brand consistency and operational efficiency, supporting the Bank’s vision of innovation and seamless service across all customer touchpoints.