Archives: Agenda

[Interactive Closing Session] Out with the old

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

 

[Moderator] Liz Lumley, Independent Journalist

[Keynote] Can superheroes be sustainable?

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?

[Panel Discussion] The last frontier for digital – wealth

The Great Wealth Transfer is an unprecedented, ongoing, 20-year shift of an estimated $84 trillion to $124 trillion in assets from Baby Boomers and the Silent Generation to Gen X and Millennials by 2045.

High net and ultra-high net worth wealth management is a highly analogue and human relationship-based business. Is the current wealth management world ready for this change?

  • 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?