WTC Live, Friction in Finance

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Event details

  • Date

    29-09-2026

  • Time

    16:30 - 18:30

  • Location

    WTC Amsterdam, Central stage

  • Organisers

    WTC Amsterdam

Friction in Finance: Losing Client Connection.

Friction in Finance: Losing Client Connection.

The customer relationship in financial services is changing hands, not dramatically, not overnight. But steadily, and faster than most institutions have adapted to.
Embedded finance is already live and scaling. By 2030, it is easily expected to be a $300 billion market. Much of that value sits with whoever owns the moment of transaction, not necessarily the financial institution behind it.

But what does that mean for you?

Think about the last time you paid for an Uber ride. You know the driver. You know the app. You know what you paid. But do you know who ultimately processes your payment?

Probably not, and that is the point.

As financial services become invisible, the company that owns the interaction increasingly owns the customer relationship, and the value that comes with it.
The question isn’t whether this changes things for banks and financial institutions. It already has.

Who owns the customer relationship when finance becomes part of something else?

Bram Pals (Adyen), Or Liban (Airwallex) and Olaf ten Duis (Rabobank) have been working on exactly that, from different angles, markets, and parts of the stack. They’ll share what they’ve seen, what’s worked, and what hasn’t.

Friction in Finance is a 90-minute session built around real case studies from the companies at the centre of this shift.

Whether you work in finance, build products, run a business, or simply use financial services every day, this shift affects you.

Come see what’s happening beneath the surface , and what it means for you.

Program
16:30 – 17:00 | Welcome & registration
17:00 – 18:30 | Plenary session
18:30 – 19:30 | Networking drinks

Free to attend. Limited seats available.
RSVP HERE to secure your place.

This event is proudly presented by WTC Amsterdam & Cognito Media

Or Liban is the Vice President for BNL, Nordics, and the Middle East at Airwallex, where he drives expansion and leads high-growth strategies across key global markets. With a deep background in scaling tech businesses, Or previously spent several years at Google, driving the growth of its EMEA footprint and beyond.

At the intersection of global finance and technology, Or has a unique experience on the shifting customer expectations and how next-generation financial platforms enable modern, borderless money movement. He is particularly passionate about embedded finance—exploring how consumer-facing platforms integrate financial services directly into everyday customer journeys to unlock frictionless experiences.

Outside the fintech world, Or is an avid drummer and percussionist, bringing the same sense of precision, rhythm, and drive to his leadership as he does to the stage.

WTC Amsterdam | Welcome To Change

Bram Pals leads go-to-market strategy for embedded payments and -finance into software platforms, from vertical SaaS players to marketplaces and vertical AI companies. He sits squarely between commercial and product: figuring out where payments and finance genuinely help a platform’s business solve user problems.

That vantage point means he sees the same friction show up across very different platforms, wherever payments, onboarding, or moving money get in the way of truly solving user needs. Sometimes it’s a slow KYC flow, sometimes it’s a payout that lands three days too late, sometimes it’s a platform bolting on a payments feature that customers never asked for. Some of it is worth solving. A lot of it is a symptom of something else entirely.

WTC Amsterdam | Welcome To Change

Olaf ten Duis is responsible for the Beyond Banking domain within Rabobank, where he focuses on building ecosystems and exploring how the future of banking is becoming increasingly interconnected. His work centers on creating value beyond traditional banking services by connecting customers, partners, and digital platforms to deliver seamless and relevant solutions.

Over the past several years, Olaf has played a leading role in shaping Rabobank’s embedded finance strategy. He has focused on ensuring that Rabobank’s services are available where customers need them most, integrating financial solutions into broader customer journeys and driving the strategic agenda for embedded finance across the organization. His work helps position banking services within ecosystems where customers can access financial and non-financial solutions at the point of need.
Olaf is passionate about innovation, ecosystem thinking, and the evolving role of financial services in a connected digital economy.

WTC Amsterdam | Welcome To Change

Moderator of the event:

Richard Neve started his career as a journalist working for Het Parool, Quote, Esquire, Banking Review and Money. He moved into a PR position at CNBC in the 90s and started his first communications agency after.

Since 1998 Richard has been advising and supporting companies in financial services and financial technology in their marketing and corporate communications, in the Netherlands and beyond. Neve is part of the judging committee of the Banking Technlogy Awards (London) by the magazine Fintech Futures.

WTC Amsterdam | Welcome To Change

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