Meeting Expectations:
How Are Customer Demands Changing?

The Future of CX in Financial Services

HIGHLIGHTS PREVIEW

Why CX is Critical in a Digital-First Financial Services Landscape

Niall Corrigan, Partner, EY

Meeting Expectations: How Are Customer Demands Changing?

How have consumer habits and interactions with financial services changed over the last 5 years?

Should financial services look to emulate big tech customer experience or is a different approach required?

Customer service at scale: Can fintech challengers maintain customer experiences as their customer base grows?

Is true omnichannel banking now a reality or still a long way off?

How can ‘voice of the customer’ help FIs improve experiences and open new opportunities?

What does a seamless customer journey look like in 2021 and beyond

Niall Corrigan, Partner, EY

Adam Powers, Global Head of Experience Design, HSBC

Alexandra Dixon, Customer Insight & CX Leader, Metro Bank

Natalie Fuller, Head of Customer Experience and Communication, Cashplus Bank

Andrew Lawson, Senior VP, EMEA, Zendesk

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