Haydn Williams

Head of Financial Health & Support Natwest

Haydn joined NatWest on the Retail Banking graduate scheme in 2003, working initially as a branch manager in North London before holding a range of roles across MI & Data, Pricing, Strategy and Products within the UK and Europe.

He led NatWest Group's Retail Deposits team, simplifying the product range and successfully growing deposits through innovative propositions, before heading up the Current Account business, putting in place a number of the strategies used by the team today to grow the customer base. He joined the bank's Debt Management Operations in 2020, leading the transformation of the business to Financial Health & Support and from a telephony one to a "channel of choice" model for customers. He is particularly focused on delivering good outcomes for people in financial difficulty through empathetic engagement and believes more needs to be done to ensure consistency in customer experience across creditors."

Summit Day One - Tuesday, 6th October 2026 [CET]

16:35 Panel Discussion: Winning Over the Room: How CX Leaders Are Building the Case for Customer-Facing AI

Deploying customer-facing AI rarely stalls on the technology. It stalls on internal buy-in. Whether it's a risk committee, legal, compliance, or a sceptical exec team, every organisation has its own version of the room you have to win before AI ever reaches a customer. This panel brings together CX leaders across industries to compare how they built internal alignment, navigated their own governance and approval processes, and moved from pilot to production at scale.

Learning Objectives

Awareness of the range of strategies used to win over internal stakeholders and gatekeepers, regardless of industry
Understanding of how governance, risk, and approval processes shape AI deployment decisions differently across sectors

Key Takeaways

Approaches to overcoming internal resistance and gaining stakeholder buy-in
Lessons learned from organisations at different stages of AI deployment
How to handle common missteps that can stall progress, wherever they originate

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

Download The Latest Agenda

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