Customer experience strategies, products and design that has been around for decades is no longer fit for purpose. The customer of today and into the future is at home in an always on, digital first world. But no one wishes to eliminate the human relationships and understanding that have built this industry over centuries.
- Which elements of customer design would you like to see sent to a charity shop?
- What limiting beliefs should be consigned to the bin?
- Which strategies and experiences should never reemerge as a retro trend?
Audience engagement exercise with senior speakers from the day on stage
How do we predict the customer of the future? Will they be terminally online? Will they embrace the great wealth transfer? Or will there be a return to humanity and an embrace of the analogue? What can this industry expect, and how can it prepare?
UK rules mandate that banks reimburse victims of Authorized Push Payment (APP) fraud within five business days, up to a maximum of £85,000. Most of these scams are initiated on social networks, what responsibility do they have? How do you determine if customer was “grossly negligent” or ignored bank warnings and could be denied reimbursement?
High net and ultra-high net worth wealth management is a highly analogue and human relationship-based business.
- What role do digital offerings play?
- Will the next generation of wealth management and private banking customers demand more “consumer-style” services?
- How is the industry planning for these changes?
Is auto enrolment in services such as savings, pensions and investments the key to promoting financial wellness and customer loyalty?
With an array of AI tools aiming to remove the mundane, and simple tasks from customer facing roles, humans are left with only the most complex, and emotional activities. These can often require superhuman levels of empathy, understanding and problem solving with no let up.
Is AI supporting customer support staff or introducing a new anxiety?
