Panel: What does omnichannel look like in 2025

  • 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?

 

Delivering Personalisation in a new Aige of Financial Services

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.

How CX Leaders Can Navigate the AI-Led Market Shift

As AI disrupts the CX landscape, businesses are under pressure to deliver better service at lower cost, with higher stakes than ever. In financial services, the challenge is even greater: high customer expectations meet high regulatory and reputational risk. This session by Stéphane Renault, AI Product Manager at Front, cuts through the hype to offer practical insights into how AI is really transforming CX, why full automation is a myth for most, and how “human-in-the-loop” systems can deliver sustainable value without compromising trust or compliance