Archives: Agenda

Buy Now, Pay Later (BNPL) has reshaped the digital customer experience, removing friction at checkout and boosting conversion. It highlighted a hard truth; making it easy to buy isn’t the same as making it easy to own, repay, manage, or resolve problems. What does BNPL get right, and where does it fall short? From influencing trust, clarity impacting loyalty, and the post-purchase journey experience.

How can we harness our rich data holdings to measure and understand evolving customer needs in data as they arise?

The AI Delivery Map: Where It Fits, Where It Stalls, and Where to Start

Ask any senior leader in financial services about their AI strategy and you’ll get a confident answer. Ask them how many of these initiatives are improving customer experience and outcomes, either directly or indirectly, and the room gets quieter.

• Learn with real-world examples and insights from CreateFuture’s work delivering AI transformation across financial services
• Map AI opportunities and constraints across the full-service delivery chain, share experiences with peers on the same journey, and leave with proven strategies to accelerate progress.
• Understand what is standing in the way, whether that’s legacy tech, data quality, regulation, or internal buy-in, and how others are working around it
• Leave with a clearer sense of where AI could add real value, whether that’s direct customer interaction, through improving end-to-end customer service delivery, with proven strategies to accelerate your AI programme.

Many are excluded from traditional financial services for a variety of reasons. Efforts to expand access and create more democratic and accessible offerings have seen a range of new business models and fintech offerings enter the market. Are all these initiatives generally benefiting the public.

• Who are the unbanked and underbanked and what are their needs?
• Who does expanding services really benefit?
• How do banks design for expanded access?

[Moderator] Samantha Emery, Banking and Payments Executive, NED and Adviser

One of the biggest challenges faced across financial services businesses, is the embedding of customer experience throughout the organisation. A key hurdle to overcome is creating collecting ownership and accountability for the customer.

A core tenet of Vitality’s philosophy is the idea that no one is more than one step away from the customer, and they have built their business around the core purpose of helping people to become healthier and supporting them in enhancing and protecting their own lives. From research and development, technology enablement and data management all the way through to front line service, every part of the business is set to prioritise the end-user experience.

How can this customer-centric approach be brought to life in your business? What tools and models can you integrate to keep not only customers connected and engaged, but also everyone within the business?