Over the past several years, the global pandemic has moved us consistently toward highly interactive digital platforms. Our banking customers have come to expect an elevated and consistent experience. Since the days of the COVID-19 peak, banking customers have continued to embrace a highly digital experience. They have also come to expect that organizations who deliver these digital experiences, particularly those in the banking industry, are careful and cautious in protecting their information, both personal and banking related. A recent survey suggests that 53% of customers will only transact digitally and execute online financial transactions with organizations that have a reputation for protecting customer data.* Embracing the need to serve our customers, while at the same time protecting their most sensitive data, is critical to building trust in this new age of digital customer service.
Banking and financial institutions must now span the chasm between implementing an extraordinary digital customer experience, while also ensuring ongoing and flawless protection of customer data. Only by doing this is an organization able to win the loyalty of a long-term customer base, one that is built upon a superior digital customer service experience as well as trust that is earned by ensuring that customers understand how their data is protected.
Digital trust begins at the point of building and deploying our applications. While nearly 85% of customers express a need to know an organization’s data privacy policy before making a purchase,* an organization must begin far earlier in the digital life-cycle to ensure this data is appropriately identified and protected. Building a customer centric digital delivery tool chain is paramount to serving our customers with a strong service-oriented experience, and at the same time protecting customer data both at the time of deploy and ongoing throughout the customer journey.

Personalisation has always been a critical part of the FS experience. After all, customers need to trust the brand with their hard-earned money personally. In the past, trust was achieved through human interactions and personal relationships. However, as the FS industry has become more automated, providing the same level of personalisation has become more challenging, creating a significant opportunity for companies leading the way.
FS brands now invest in features to shape experiences around the customers’ individual needs, and Personal Finance Management tools gained the spotlight for a good reason. More than ever, people expect to know more about their finances.

Today’s financial markets hinge on the predictions we make today. But those predictions are only as good as the data and AI models that they are built on. The stakes are high and as the complexity of data increases and AI models multiply, banks are finding themselves limited by the traditional toolset for understanding and measuring performance and risk. Join our Insight Break to learn how Intelligent Exploration paves a new way to manage Model Risk and how it also unlocks a new way to understand the connections and relationships in financial data.

Banks spent the years before and during the pandemic investing heavily in digital technology to make banking easier, faster, and more efficient. Frustratingly, customers have made it clear that an app, even a good one, doesn’t exactly command loyalty. Between 2018 and 2020 the proportion of consumers who trust their bank “a lot” to safeguard their long-term financial well-being dropped from 43% to 29%. Banks now realize they have much to gain by restoring empathy and relationships to what has otherwise become a cold and impersonal business. That will mean learning to better understand and respond to customers’ financial situations and setting aside some of the neutrality banks often display on issues that customers care about. Look for AI and other technologies to help banks predict customers’ intent and respond with more tailored messages and products.

To be frank, mobile banking is all but a requirement for consumers at this point. In Insider Intelligence’s Mobile Banking Competitive Edge Study in 2018, 89% of respondents said they use mobile banking, up from 83% in 2017.
When broken down by generation, 97% of millennials use it (up from 92% in 2017) 91% of Gen Xers (up from 86%) and 79% of Baby Boomers (up from 69%). Critically for the banks themselves, 64% of mobile FS users said that they would research a bank’s mobile capabilities before opening an account, and 61% say they would change banks if their bank offered a poor mobile banking experience.
But we’ve now reached the point where simply having a mobile app isn’t enough for banks to attract and keep customers. Additional tools and features – such as the ability to put temporary holds on cards, view recurring charges, or scanning a fingerprint to log into an account – are becoming increasingly necessary. Take a look at the chart to the right to see how valuable these features and more are to consumers.

As an industry, for over two decades we've been talking about the promise of a multi-channel customer experience. We've tried different ways to frame it, evolving from cross-channel and multi-channel to omni-channel and even opti-channel. What we call it has changed, but for most FS brands, the experience our customer, faced is still the same.
With the pandemic, the industry experienced a massive shift in digital adoption and usage. The pandemic served as an accelerant to changing behavior that the industry has been facing for over a decade – a reduction in branch traffic and increased web and mobile usage. That trend will continue, and mobile-first thinking is paramount, but as an industry we cannot focus our attention on digital only.

Customer expectations have permanently shifted to demand digital, personalized experiences in nearly every facet of their lives. We’ve also seen that companies who can meet their customers’ needs and fulfill their products in an automated way (with no or minimal intervention needed by employees) have a distinct edge.
In this session, Mindy Davidowski, SVP of Digital Acquisition, will detail how payments companies can build innovative and seamless digital acquisition journeys that help increase financial inclusion and remove barriers to accessing credit. She will do this through case studies of American Express products that allow newcomers to build credit in the U.S. and others that extend credit lines to historically underbanked populations.

It has been hard and becoming harder to gain traction and secure resources (key personnel, budget etc.) for any data management initiatives. In the current economic situation, how do we make sure that the leadership understands the need and benefits of a robust data management business and technical infrastructure. The leadership cares about running a sound, ethical and profitable business, and all initiatives (technology, data, digital, transformation etc.) aligned to that agenda, gets the visibility and their focus.

It is essential to demonstrate return on value to ensure buy-in and investment in increased data and analytics capability.
In this keynote Patrick Terry, CDO from BOK Financial will discuss strategies and methods for developing an ‘internal data monetization and prioritization framework and how to measure the value of data.

As the world becomes increasingly digital, traditional Financial Services systems are starting to feel archaic. Consumers demand faster, more convenient ways to access their money.
With an emphasis on speed and convenience consumers are pushing brands to adopt more instantaneous payments and customer service processes.
Is the future of this in connectivity between brands and developers? Results have shown that brands who have opened up their APIs to allow third-party developers to build new applications and services have seen great drives in innovation and new solutions.

As both clients and employees expect better and better financial service tools, “siloed” planning must be replaced with “fluid intelligence” or a capacity to think, plan, improve and deploy flexibly across boundaries.
As digital transformation roadmaps continue to be implemented at breakneck pace, estimates of 70% + are “failing” due to any number of reasons. What are the metrics for success? What are the intangibles? How do leaders control for both the quantitative and qualitative sides of these changes?

Consumer-permissioned data is transforming financial services across virtually all industry segments and geographies. Ryan Beaudry, SVP, Open Banking Product & Engineering at Mastercard, will discuss the need and the vision to deliver both a trusted experience and a platform for innovation, empowering consumers to benefit from their data and powering financial services providers as they reimagine the money experience.