Banking on business success with ServiceNow

Engage ESM invite you join us to hear from experts across the financial services industry and discuss current enterprise challenges.

Today, we are seeing far more risks and challenges being faced by financial institutions, with users, regulators and employees expecting constant transformation; this includes providing better customer service, meeting regulatory goals, defending sensitive data from major threats, all whilst enabling the enterprise to grow.

With business leaders under constant pressure to create successful strategic programmes, we invite you join us on the morning of Wednesday 24th July in which experts from Lloyds Bank, Engage ESM and ServiceNow will discuss their forward-thinking approaches to maintaining high levels of confidence from users, creating a resilient infrastructure within a banking organization and simplifying such processes, all through the use of ServiceNow.




08:00 - 09:00   
Breakfast, registration and networking
09:00 - 09:20

Welcome, introduction and Knowledge 19 highlights

Vincent Guiheneuc - CTO, Engage ESM

Chris Pope - VP Innovation, ServiceNow

09:20 - 10:00

Operational resilience: frameworks to facilitate business continuity

The financial industry has faced significant threats to their operations the past few years, ranging from cyber attacks, to IT outages and even natural hazards; but this sector must ensure business continuity no matter the issue, making operational resilience more relevant than ever before. Keith will present how it is now possible to construct a data-driven model that anticipates future demands, trends and threats that may impact operational resiliency using the ServiceNow platform, and how this can be used to help form your technology resilience strategy.

Keith Pearson - Head of Technology Resilience, Lloyds Banking Group

10:00 - 10:15

Refreshment break

10:15 - 10:45

Creating a customer success strategy within finance

How do we create a strategy encompassing the importance of customer satisfaction and positive interactions within the banking industry? How do we track what customers and our harshest critics are feeling? Stuart Maxwell joins us to demonstrate how you can introduce better customer satisfaction practices into your enterprise.

Stuart Maxwell - Customer Success, ServiceNow

10:45 - 11:15

Elevating the enterprise onboarding experience

Unite HR and IT to allow for effortless management of employee lifecycle events across multiple departments whilst using a single platform. Improve enterprise‑wide productivity and provide fast, consumer‑style service that makes it easy for employees to get the services they need.

Jamie Bellman - Solutions Consultant, ServiceNow

James Bevan - Account Development, Engage ESM

11:15 - 12:00

Financial services discussion panel with Q&A session

After a successful run at Knowledge 19, we bring the expert FS panel back to discuss key issues financial and technology leaders are experiencing and how the panel have overcome them.

Chris Pope - VP Innovation, ServiceNow

Maureen Robson-Norman - ServiceNow Product Owner, Lloyds Banking Group

Rachel Thompson - Head of Delivery UK&I, Engage ESM

Shane Finch - Managing Consultant, Engage ESM

12:00 - 13:00

Complimentary lunch and networking opportunity



Speaker details:

  Keith Pearson,
Head of Technology Resilience,
Lloyds Banking Group

For the last few years, Keith has been leading a range of Business and Technology Transformation initiatives for Lloyds; this includes managing the transformation of how the bank implements and manages colleague experience on the ServiceNow platform. Keith is currently defining and building an operational resilience solution to meet UK Financial Services regulatory goals and increase Lloyds’ ability to predict and avoid technology failure. Keith is also driving rapid adoption of ITSM, ITBM, ITOM, GRC/IRM, SecOps and Enterprise scale Dev Ops capabilities.

Vincent Guiheneuc,
Chief Technology officer,
Engage ESM

Vincent Guiheneuc is the Chief Technology Officer at Engage ESM. He has over 20 years experience in the Enterprise Service Management sector and has been a strong advocate for ServiceNow for nearly a decade. As a co-founder of French based ServiceNow partner ImaKumo (now Engage ESM) in 2010, Vincent's expertise and knowledge has been advantageous in helping with Engage ESM's continued growth. In addition to this, Vincent is an ITIL Expert as well as a ServiceNow IS certified and accredited trainer.

Chris Pope,
VP Innovation,

Having managed large-scale, technology-led projects in global enterprises prior to joining ServiceNow, and through senior roles at some of the world's leading financial institutions, including UBS, NYSE Euronext and Lehman Brothers, Chris has led huge enterprise service management strategies. Chris enjoys discussing strategies with business transformation leaders, he understands their vision, and helps to enable them to think differently and challenge the status quo to create the opportunities that will transform their business approach.