The #1 European Event Series for Progressive Contact Centre, CX, and Digital Service Leaders

06 - 08 October, 2025 | Amsterdam, Netherlands

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Elizabeth Ajala

Director of Disputes and Complaints Monzo

Elizabeth is a Senior Financial Services Leader, with over 10 years experience in Customer Service, Complaints Management and Quality Assurance at firms such as Royal Bank of Scotland, and The Financial Ombudsman Service. Elizabeth has a passion for putting the customer at the heart of everything and delivering excellence in customer services. She currently works for Monzo Bank as Director of Disputes and Complaints, focused on correcting customer's issues and using data insight to improve.

Conference Day One - Tuesday, 8th October 2024 [CET]

11:00 PANEL DISCUSSION: GO BEYOND CUSTOMER VULNERABILITY REQUIREMENTS TO PROVIDE TRULY INCLUSIVE, ALL-ENCOMPASING SUPPORT

Explore AI solutions that can analyse spoken language cues in calls to detect customer vulnerability
Enhance agent training and support to detect and serve vulnerable customers while removing stigma
Learn from innovative approaches within the field to continually improve vulnerability management practices

13:45 IDG R: PRACTICAL STRATEGIES FOR BUILDING AN INCLUSIVE WORKPLACE CULTURE

Check out the incredible speaker line-up to see who will be joining Elizabeth.

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