Archives: Agenda

Many are excluded from traditional financial services for a variety of reasons. Efforts to expand access and create more democratic and accessible offerings have seen a range of new business models and fintech offerings enter the market. Are all these initiatives generally benefiting the public.

• Who are the unbanked and underbanked and what are their needs?
• Who does expanding services really benefit?
• How do banks design for expanded access?

[Moderator] Samantha Emery, Banking and Payments Executive, NED and Adviser

One of the biggest challenges faced across financial services businesses, is the embedding of customer experience throughout the organisation. A key hurdle to overcome is creating collecting ownership and accountability for the customer.

A core tenet of Vitality’s philosophy is the idea that no one is more than one step away from the customer, and they have built their business around the core purpose of helping people to become healthier and supporting them in enhancing and protecting their own lives. From research and development, technology enablement and data management all the way through to front line service, every part of the business is set to prioritise the end-user experience.

How can this customer-centric approach be brought to life in your business? What tools and models can you integrate to keep not only customers connected and engaged, but also everyone within the business?

Customer expectations in financial services are rising fast, with demand for seamless, personalised, and always-on experiences across every interaction.

• How can organisations deliver connected customer journeys while building on existing systems and investments?
• How are AI and orchestration reshaping customer and employee interactions across the experience?

Authentication, identity, and trust services are primed to be delivered by financial services.

As of October 2024 UK rules mandate that banks reimburse victims of Authorized Push Payment (APP) fraud within five business days, up to a maximum of £85,000. Almost two years later, how has the industry responded to this policy and what impact has it had on customers?Zil Bareisis

Looking beyond, what does the next phase of preventing APP Fraud look like?

Regulatory reporting and compliance should be automated and optimised allowing human relationship managers to support customers through the complaints process. Aptean explains.