Archives: Agenda

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?

Customer-First Plenary

The 24/7 always on digital experience required by customers means they will access services via multiple channels. Mapping that customer journey reveals multiple friction points and siloed data points.

How can firms offer a seamless customer experience and avoid the shambles?

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?