Archives: Agenda

• Understanding the link between financial education and customer satisfaction and loyalty
• Exploring innovative approaches to delivering financial education through digital channels and personalized content

In today’s fast-evolving digital landscape, organisations face a growing Engagement Capacity Gap—driven by rising customer expectations, an explosion of communication channels, and limited resources. This session introduces One Workforce™, a transformative approach to customer experience management that unifies engagement channels, AI, and data into a single, agile framework

Financial services continue to face rising customer expectations and increasing operational pressure. Many have access to vast amounts of data from customer interactions yet still struggle to effectively uncover the value and meaning.

This session explores how unlocking the voice of the customer can provide valuable insights to drive real change, empower frontline teams, accelerate issue resolution, remain compliant and build customer trust.

• Unlock value from all customer interactions : Discover how to use both solicited and unsolicited feedback to generate actionable insights that drive engagement and satisfaction.
• Empower frontline teams with insight: Learn how insights from customer interactions can help reduce friction, support regulatory adherence, and enable faster, more informed decision-making.
• Drive meaningful change across the business: See how real-time, personalised feedback helps financial services firms spot trends faster, fix issues earlier, and build stronger relationships with customers.

• What we mean by ethics in relation to AI and how does it benefit your customers and your business
• Translating AI ethics into your organisation and fostering a healthy culture
• How to include people in the ethical design of AI and what impact this has