Archives: Agenda

• Actionable strategies to build trust, enhance engagement and foster long-term customer loyalty
• Explore key international and national trends shaping the future of reward strategies

• Understanding the leadership’s role in driving a customer centric shift through actions and communication
• Instilling a deep-rooted commitment to customer satisfaction and value creation across all teams, from product development to marketing and support
• Creating meaningful and personal customer relationships with humanised digital interactions

• Understanding the critical role cybersecurity plays in enhancing customer experience
• How can we find the right balance?
• Emerging cybersecurity technologies being employed worldwide
• Building consumer confidence in digital banking and payments
• Combating fraud and identity theft in the digital age

• 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?