The future of autonomous self-service in banking

Leveraging the power of intelligent automation to transform self-service experiences in banking

30 June | 3PM BST | Streaming directly to you

This webinar will bring together senior leaders in banking to shed light on how automation, self-service design and AI can be used to optimise autonomous user experiences in a digital-first era.


Anthony Flack

Head of Digital DeliverySantander UK

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Anthony Flack

Head of Digital Delivery

Santander UK
Leading the prioritisation, development and delivery of the digital platforms at Santander UK, including the Mobile app and Online bank for Retail and SME, the Chat platform, Digital account opening, the public website, the CRM and real time decisioning system, via PEGA.
Utilises data and customer insight to drive priority, and works alongside a great business and technology team to drive forward solutions for real customer needs – we want our customers to “love us”, so personalised experience is key, alongside the delivery of the commercial model.
Possesses wide experience and success in the delivery of digital, CRM and business systems transformation. Specialist knowledge in Agile transformation, incremental planning, sustainable delivery through teams and the pragmatic application of Agile and Lean. This has been achieved via roles in many sectors in Digital, CRM, BI, Automation, Website, HR and Resource Planning and Sales Management.

Chris Murphy

Head of Customer Journey DesignLloyds Banking Group

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Chris Murphy, Lloyds | MoneyLIVE
Chris Murphy

Head of Customer Journey Design

Lloyds Banking Group
Chris works for Lloyds Banking Group (LBG), and for 10 years has been the Design Lead for Consumer Onboarding.
Previous to this, Chris worked around Asia-Pacific, consulting in the banking industry, and even earlier, started his career as a System Programme at Bank of Scotland. He has seen the shift of customer trends to digital in the last 10 years, and how these trends are changing even more quickly, meaning banks have to respond frighteningly fast as an imperative. Currently working on the LBG and Google partnership programme

Craig Wellman

Director Financial ServicesMicrosoft

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Craig Wellman, Microsoft, MoneyLIVE Banking Event
Craig Wellman

Director Financial Services


Craig Wellman leads the Microsoft UK Financial Services business, serving its largest clients in the Industry.

He is responsible for the full breadth of Microsoft’s offering to the sector across Software, Cloud, Service and Support. His goal is to partner with the Industry to build trust with customers, transform working practices and maximise the digital opportunity.

Financial Services is at a tipping point of change, with financial inclusion, exponential growth in data, regulatory pressure, rapidly evolving customer expectation and financial crime all at the heart of every board room agenda.

As one of Microsoft’s globally nominated investment Industries and a major financial centre, the UK is home to many of the world’s marquee brands, including Retail and Investment banks, Insurance institutions, through to Fintech and Challenger banks.

Prior to joining Microsoft, Craig held senior leadership roles in a number of organisations including Legal and General, Vodafone and Virgin Group. Craig is married, has three children and lives in the Newbury area.

Tiffany Carpenter

Head of Customer IntelligenceSAS UK & Ireland

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Tiffany Carpenter, SAS, MoneyLIVE Banking Event
Tiffany Carpenter

Head of Customer Intelligence

SAS UK & Ireland

Tiffany has been helping organisations achieve bottom line results from their customer and marketing strategies for over 20 years. She specialises in helping companies gain deeper insight into their customers’ buying habits, preferences and lifestyles, social relationships and influences on purchase behaviour and loyaltyand using this insight to make smarter, data-driven decisions.

Every customer journey is unique and every touch point is an opportunity to nurture customer relationships and deepen customer intimacy. Tiffany helps organisations get in sync with each customer’s journey – no matter how fragmented for a clear competitive advantage and a bigger, better ROI.

Discussion points

30 June at 3PM BST

60 Minutes

  • The autonomous customer: assessing the drivers for self-service
  • What products and services are best suited to self-service automation, and why?
  • Designing the self-service experience: what are the key considerations for the front and back end?
  • Going beyond digital onboarding and card replacements: how can self-service be taken to the next level?
  • Making the leap to intelligent self-service: how can automation, virtual agents and AI be effectively incorporated into existing customer journeys?
  • Knowing when to bring in a human agent: balancing self-service with the human touch
  • Serving a bigger purpose: uncovering the potential of self-service to drive financial inclusion and improve financial wellbeing
Microsoft, MoneyLIVE Banking Event

About Microsoft

Microsoft (Nasdaq “MSFT” @microsoft) enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organisation on the planet to achieve more.

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