Customer Experience and Digital Banking Agenda

Session details 

• Evolution of expectation of what good experience looks like
• Distinguishing between experience with tech companies
  • Expectations from Amazon, Uber and Google
• Competing in a technically complex ecosystem
• Impact of legacy systems and regulation on innovation within banks
• Changing demographic expectations of a digital experience
• Understanding how the use of AI and conversational UIs has impacted customer experience and expectations
• Changes as a result of the pandemic in expectations
• Leveraging a combination of human interaction aided by digital experiences
• Understanding how the Covid-19 pandemic re-aligned customer behavior to use digital banking
• Ensuring customers understand how to use digital banking to ensure security

Session details 

• Developing a content rich, client focused experience
• Move to customers being self-service capable
• Keeping customers engaged
  • Next best offer or technology capabilities
• Developing functionality within mobile devices
• Customer service in a contactless environment
• Digitizing and modernizing customer engagement channels

Session details 

• • • Increased investment in real estate on the metaverse
      • Metaverse banking branches
    • Evolution of banking products to finance metaverse real estate
    • Impact of legislations that focus on cryptocurrency and the metaverse
    • Potential implications of Web 3.0 on financial institutions and the metaverse
    • Reviewing US legislation changes
      • Changes around taxes for cryptocurrency and metaverse
    • Implications of metaverse
      • Impact of exposure of digital identity in digital ecosystem
    • Developer drive for security over CX
    • Understanding how the metaverse could impact different aspects of the bank such as pensions and retail

Session details 

• • Developing infrastructure capabilities at an enterprise level
  • Developing technology to become more digitally agile
  • Advancement of technology to enhance digital banking
  • How traditional banks can improve their banking apps in order to become more digitally agile
  • The importance of increased security protocols for mobile banking
  • Reviewing the increase in customer adoption and next steps in digitization
  • Assessing how digitization in the consumer side will spread into other markets of the bank
    • Increased expectation of digitization from the corporate side of the bank

Session details 

• Integrating functions for a seamless process
• Risk of losing the customer
• Brand recognition as payment provider
• Impact to customer financial wellness and product opportunities
• Pullback in discretionary spending
• Merchant challenges associated with embedded banking
• Lessons learnt from fintech and bigtech successes and failures

Session details 

• Connecting financial services providers
• Leveraging APIs to enhance customer experience
• Making banking more inclusive
• Lessons learnt from UK and European adoption
• Developing clear guidelines on data ownership
  • Gaining customer permission as data owner to move data between APIs
• Impact of privacy legislation and changes
• Leveraging customer data platforms to operationalize change
• Leveraging data available and use of data lakes

Session details 

• Alignment with fintechs to streamline the customer journey
• Looking outside financial services for best in practice
• Developing agile teams
• Customer acceptance of new ways of operating
• Easy to access omni channel experience
• Enabling APIs to access customers
• Digitally enabled relationship management
• Managing demand with supply

Session details 

• Covid as a catalyst for fraudsters and social engineering
• Managing technology debt
• Migrating systems including biometrics without impacting customer
• Reviewing fraud techniques through social engineering and account takeover
  • Balancing mitigation techniques with customer convenience
• Third party risks with use of fintechs
  • Fraud reimbursement on us as the banks
• Mitigating cybercrime and fraud through all digital banking designs
• Reviewing mitigation, security and authentication techniques
  • Alignment with the customer experience

Session details 

• • • Fintech advances in personalization
    • Improving customer financial wellness
    • Personalizing product offerings
    • Looking beyond traditional credit scores
    • Leveraging for commercial and wealth management
    • Understanding the and leveraging capabilities of other data sources such as social media

Session details 

• • • Convergence of regulations and the road ahead
    • Financial inclusion and fairness in lending decisions
    • Investment in deeply explainable transparent models
    • Leveraging AI to automate and improve the customer experience processes
      • Such as recognizing spending behavior and automating reconciliation process
    • Using AI capabilities to improve chatbots and provide a greater customer service
    • Leveraging AI to create a personalized digital banking experience
    • Recruiting and retaining talent to understand and interpret AI and ML in digital banking
    • Interpreting how the CFPB could restrict the use of algorithms in digital banking

Session details 

• • • Ingesting data from non-typical sources
      • Leveraging social media insights
    • Capturing criminal and fraudulent activity in real time
    • Geo-positional tracking to align marketing outreach
    • Ensuring clean, reliable, relevant and recent data
    • Streamlining data across jurisdictions
    • Managing accessibility rules and regulations
    • Leveraging data to create personalized overviews, insights and smart alerts

Session details 

• • • Ensuring consistency and simplicity
    • Connectivity across multiple customer contact points
      • Transferring applications across services
    • Monitoring omnichannel consumer behavior
    • Reviewing the barriers that restrict a seamless omnichannel experience
    • Optimizing marketing efforts through centralized data
    • Integrating online and offline outreach
    • Understanding impacts of changes across channels
    • Challenges with real time sharing of information across channels

Session details 

• Inclusion of open banking
• New payment methods including P2P and cryptocurrency
• Resources to manage digital efforts
• Uses and implementation of digital wallets
• Sharing data to facilitate instant and real time payments
• Importance of embedding payments into the application functionality for a seamless experience
• Investing in the harmonizing of ERP and Treasury management systems
• Real-time adoption of Europe – Is global adoption of real-time payments next?

Session details 

• Communicating efforts to customers
  • Net zero targets and environmental policies
• Adaptations to product offering
• Increased focus on investing in or working with ESG conscious companies
  • Supporting companies doing the ‘right thing’
• Balancing customer experience and sustainability
• Communicating targets to customer
• Sustainability across wholesale and retail banking

Session details 

• Managing acquisitions and partnership deals
  • Patching together services without integration
• Aligning agility of fintech with resources of larger banks
• Setting up microservices and integrating across platforms
• Integration with e-commerce and 24/7 service
  • Cloud based models to scale infrastructure
• Leveraging microservices to enhance personalization
• Understanding the benefits of using microservices to implement process opposed to the traditional method of using large vendors
• Leveraging microservices to better track, trace and understand the end-to-end customer journey
• How banking as a service company are able to assist
• Managing microservices as technology enablers of functions

Session details 

• Attracting resources to progress agendas
• Changing market and talent dynamics
• Availability of budgets to deliver plans
  • Ability to deploy budgets into relevant talent
• Impact of macroeconomic environment on allocation
• Increased mobility of talent with work from home
  • Impact to labor prices
• Senior management buy in and education of customer expectations
• Reviewing how current hybrid working expectation impact an institutions budgets and talent

Session details 

• Vendors accepting cryptocurrency as payment
• Due diligence on customers using crypto as payment
• Using decentralized finance to track journey
• Servicing digital assets: digital cash, CBDC and stablecoins
• Using blockchain to track transactions in real time
• Reviewing service model to support tokenization and smart contracts
• How decentralized finance could transform the way customers are able to bank
• Anticipating and preparing for upcoming DeFi and cryptocurrency regulation
  • How would the enforcement strengthen the market?

Session details 

• Reaction to recession or stagflation environment
• Impact of downturn on credit worthiness
• Making the case for CX in a recession
• How the macroeconomic environment will drive other risk components that impact customer experience
• Ensuring customers understand the impact high interest rates and inflation can have on their financial wellness
• Reduction in commercial spending and revenues