8:00 AM Registration and Breakfast

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9:00 AM Welcome Remarks

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9:10 AM Keynote: The Agentic Advantage – Velocity of Disruption

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.

 

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9:50 AM Growing the Difference through Leading-Edge Technology

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.

 

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10:10 AM Reimagining Self-Service: How NatWest is Driving the Future of Customer Experience

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.

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10:30 AM Additional time Q&A

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10:45 AM Coffee & Networking Break

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11:15 AM Panel: Cash Access – Meeting the Changing Needs of Our Customers

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?

 

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11:35 AM Unlocking Hidden Value: The Holistic Engagement Value Banking Model

Retail banking is undergoing a fundamental shift driven by significant changes in consumer behavior. Banks must change their focus from a transaction-focused model to a value-driven one in which the consumer’s value is found in the context of the whole and not the sum of its parts. This requires a broad approach that expands the metrics used to define success and creates multiplier affects. Banks need to broaden the customer view to identify opportunities for new products, better services, and stronger relationships. This requires looking beyond the immediate need and seeing the customer in the context of their financial life and long-term value.

This session unveils the Datos Insights’ Holistic Engagement Value Banking Model, an approach that looks beyond traditional financial metrics to evaluate and create value through comprehensive customer relationships. 

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11:55 AM Sustainability and Service: Optimizing Modern ATMs With Electronic Receipts

To meet user expectations within ATM services, Bankomat is first mover to offer Tietoevry’s solution for electronic receipts. Electronic receipts supports sustainability goals, both by cutting paper waste and by making ATM services more accessible. Additional benefits are reducing maintenance cost and improving ATM uptime. 

 

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12:15 PM Purpose-led Customer Experience

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

 

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12:45 PM Additional time Q&A

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1:00 PM Lunch

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2:00 PM Kuveyt Türk's Empatika Lab: A Neuro Way to Understand Customer Feelings on the Digital Channels | Ukraine Insight: Digital Transformation for Customer Centricity in the Challenges of War

 

 

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.

Okan Acar, EVP, Digital Banking and Payment Systems - Kuveyt Türk, Türkiye

 

 

Ukraine Insight: Digital Transformation for Customer Centricity in the Challenges of War
What was once simple personalisation in banking, like addressing a customer by name, has evolved globally. Now, it's about delivering highly relevant, individualised offers amidst a surge of information. Notably, Ukraine's retail banking sector is actively pioneering this global trend, moving decisively from inefficient mass messaging to sophisticated, client-centric engagement, even under challenging circumstances.

Dmytro Musiienko, Member of the Management Board (Chief Retail Banking Officer) - PrivatBank, Ukraine

 

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2:00 PM Panel: How To Avoid Cash Deserts – The Future of ATM Economics

New research by Datos Insights for its latest white paper on ATM economics highlights that the current financial model for operating ATMs is increasingly unsustainable, resulting in growing challenges to cash access. In this session, we will discuss current cost–revenue dynamics and the critical role interchange fees play in determining ATM availability and location — key factors influencing whether communities maintain access to cash. We will also explore how branch transformation strategies and new models that can contribute to preserving financial inclusion while reducing operational costs. By reimagining the traditional branch and integrating self-service technologies, financial institutions can create more efficient, customer-centric environments that extend access to banking services — including cash — even in underserved areas. This approach not only helps prevent “cash deserts,” but also supports a more resilient, omnichannel banking ecosystem.

 

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2:40 PM The Digital Revolution: Transforming Banking through New Technologies | From Transactions to Trust: The New Role of Distribution

 

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 Aydin, Digital Solutions Manager - Ziraat Bank, Turkey

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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

 

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2:40 PM Panel: The Branch Evolution: Blending Digital Innovation with Human Connection

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.

 

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3:20 PM Additional time Q&A

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3:25 PM Roundtable Discussion: Embracing AI in Banking

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 roundtable, we will share proven frameworks, real-world stories, and practical approaches to help navigate this exciting but potentially challenging transformation.

Hosted by Brett StClair, - Rebel Technologist, former Google and Barclays executive
Co-hosted by Gillian Shaw, Manager, Market Data & Forecasting - Datos Insights, UK

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3:25 PM Roundtable Discussion: The Future of Cash Within a User-Centric Banking Experience

This roundtable explores the evolving landscape of retail banking, emphasizing the need for financial institutions to bridge physical and digital channels. Key topics include sustainability, resilience, regulation, inclusion, and consumer choice. The importance of branch automation, operational efficiency, and seamless omnichannel experiences is highlighted, alongside the role of artificial intelligence in enhancing customer engagement. The roundtable also features industry insights, case studies on shared ATM infrastructure, and the benefits of integrated solutions for future-proofing banking operations.

Hosted by Matt Phillips, Head of Banking, Northern Europe, Diebold Nixdorf
Co-hosted by Rowan Berridge, Senior Manager, Banking Automation Lead - Datos Insights

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3:25 PM Coffee & Networking

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4:00 PM Panel: Beyond branches: Measuring digital transformation success in 24/7 customer-centric banking

As customer needs evolve and physical branch visits decline, banks are accelerating efforts to deliver always on, hyper personalized digital experiences that mirror the agility of neobanks. This panel will explore how financial institutions can redefine transformation success by measuring not just acquisition, but engagement, retention, and digital maturity across the entire customer journey. Experts will discuss how AI powered conversational banking, orchestration of omnichannel journeys, and real time data insight are driving the next wave of customer centric banking. Attendees will gain practical strategies to connect operational performance with customer experience outcomes and strengthen digital trust in a 24/7 banking environment.

 

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4:00 PM Panel: Beyond Competition: Innovating Together for Inclusive Banking

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.

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4:40 PM Integrated channels: The Next Frontier beyond Omnichannel

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. 

 

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4:40 PM Transforming ATM Interaction: Aligning with NBG’s Digital Vision

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.

 

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5:00 PM Additional time Q&A

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5:15 PM Networking Reception

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