About this session

Financial leaders today face a stark reality: digital transformation is no longer a choice, it is a mandate. But here’s the challenge - How do you ensure that innovation genuinely serves your customers rather than just chasing trends? In a world where customer-centricity is touted as essential, why do so many transformation efforts still fall short of truly putting the customer first?

As a senior leader, you are tasked with balancing scalable digital innovation with customer needs without creating silos or losing sight of your strategic vision. It is a daunting task, especially when legacy systems, complex banking ecosystems, and regulatory demands are part of your daily landscape. So, how do you lead the way with clarity, purpose, and measurable impact?

In this session, Michelle Prance, CEO of Mettle of NatWest Group, an expert in digital transformation pulls back the curtain on what it truly takes to lead with the customer in mind. Drawing from over 20 years of experience in commercial, retail, and private banking, she will share actionable insights on embedding customer-first thinking into every facet of digital strategy.

You will discover how to break free from innovation silos, foster a culture that drives agile, human-centered solutions, and transform your leadership approach to meet the complex demands of modern finance. Expect real stories, bold strategies, and a candid exploration of the leadership mindset needed to thrive.

If you are ready to challenge the status quo, rethink your digital priorities, and lead with the customer at the heart of your strategy, this session is for you.

Discussion points:

• How do you truly embed customer-first thinking into an organization’s DNA when digital innovation is accelerating faster than customer expectations?
• What does it take to drive innovation across complex legacy systems while maintaining a seamless customer experience, especially when regulatory constraints continue to evolve?
• In a world of increasing data privacy concerns and AI-powered personalization, how do you maintain trust and transparency with customers while scaling innovative solutions?
• As C-level leaders, how do you ensure innovation isn't siloed in departments or technology teams, but becomes a cultural and strategic imperative across the entire organization?
• How can we create digital propositions that are not only personalized but anticipatory —anticipating customer needs and delivering them proactively, even before they are voiced?
• What lessons can we learn from building and scaling innovative ventures like Mettle within a traditional banking environment—how do we balance speed with governance and execution?
• How do you drive alignment between technology investments and business outcomes, ensuring your innovation strategy directly correlates to customer value and measurable success?
• What are the emerging indicators of success for customer-led transformation in 2025? How can organizations move beyond traditional KPIs to measure and sustain customer-centric outcomes over time?