Archives: Agenda

• How to give customers the service they want across multichannel
• The challenges of integrating in-person, mobile, online, and chatbot interactions
• Seamless transitions between different communication channels, is it possible?

The UK has seen more than 6,000 bank closures in the past decade representing 62% of the banking network. In today’s globalised digital-first world, financial institutions must go beyond traditional customer service and embrace hyper-personalisation to meet customer expectations. In order to deliver world class customer experience, organisations must blend people and technology to ensure effective and empathetic customer outcomes. 

The UK Customer Service Index highlights that over a third of customers who have switched banks, is due to customer service, emphasizing the need to adopt hyper-personalisation for better customer loyalty. By using AI orchestrated tools, financial institutions can deliver seamless interactions that cater to the customer’s preferences.

• Is friction always bad? Can it sometimes be a necessary or beneficial part of the customer’s journey?
• The balance between simplicity and necessary complexity in financial services products such as investment tools and loan applications

• Will AI know about the clients than the bankers?
• Will customers prefer an AI agent over a human for better experience?
• Do business models need to change to adopt AI and Agentic AI driven customer experience?

As AI disrupts the CX landscape, businesses are under pressure to deliver better service at lower cost, with higher stakes than ever. In financial services, the challenge is even greater: high customer expectations meet high regulatory and reputational risk. This session by Stéphane Renault, AI Product Manager at Front, cuts through the hype to offer practical insights into how AI is really transforming CX, why full automation is a myth for most, and how “human-in-the-loop” systems can deliver sustainable value without compromising trust or compliance

• A Smarter, Leaner Approach, Decentralized, and AI-Driven Trials, Built to Cut Complexity and Accelerate Outcomes

Kick things off with the big idea, Milo EDC is built for smarter, faster, and more modern clinical trials.

• The Hidden Costs of Complex eCRF Systems

Highlight how traditional platforms slow things down, cost more, and require specialized roles and training just to function.

• Introduce Milo EDC – Built for the Future

Show how Milo simplifies everything with a unified platform, automation, and patient-first features.

• Market Segments Where Milo Excels

Walk through the key trial types where Milo really shines, from device studies to global CRO deployments.

• Case Study,  Diabetic foot ulcer Trial

Share a real-world example of how Milo helped a sponsor hit enrollment goals early and stay compliant.

• Strategic Advantages for Stakeholders

Break down Milo’s benefits in a quick comparisons: speed, engagement, compliance, and cost.

• Closing & Q&A

Wrap up with a clear message: Milo isn’t just another tool, it’s a strategic enabler for modern trials.