Theme 5

Power to the People

Putting customer experience, personalisation and customer understanding at the centre of modern banking.

Transformation Begins with the Customer

Banks are investing heavily in digital platforms, AI and automation. But the banks pulling ahead are the ones using these capabilities to build better customer experiences.

That means getting closer to what customers actually need, reducing friction, designing journeys that feel human, and meeting new expectations around transparency, fairness and Consumer Duty.

Power to the People explores how banks are improving CX at scale. From personalisation and digital engagement to service transformation and experience-led product design, we look at how banking is becoming simpler, faster and more relevant for every customer.

If your focus is customer experience, customer outcomes, digital engagement or personalisation, this theme is built for you.

Topics We'll Explore

Key topics covered in Power to the People include:

Customer experience strategy and experience-led transformation
Personalisation in a Consumer Duty world
AI-driven CX, conversational banking and digital empathy
Journey mapping, customer understanding and decision intelligence
Digital engagement, mobile experience and self-serve optimisation
Service transformation across channels and touchpoints
Designing better onboarding, lending and payments journeys
Proactive support, next-best-action and customer retention
Measuring CX impact: satisfaction, effort, loyalty and outcomes
Experience design at scale across products and segments

Who Should Attend

Ideal job title and roles include:

Chief Customer Officer / Chief Experience Officer
Chief Digital Officer
Chief Marketing Officer / Head of Marketing
Head of Customer Experience / CX Director
Director of Digital Channels / Mobile Banking
Head of Customer Journeys / Journey Design
Customer Strategy / Customer Insights Lead
Head of Personalisation / CRM Lead
Head of Service Design / UX / UI
Customer Operations / Contact Centre Transformation Lead
Product Owners and Digital Product Leads
Consumer Duty leads linked to customer outcomes

Quick Links

Get involved with Banking Transformation Summit via the links below.