Roundtable: How Digital Experience Defines Trust in Financial Services

Financial Services is undergoing a pivotal transformation. With AI, open data, and rising customer expectations, the way trust is established, measured, and sustained is changing rapidly.

Rewatch our 30-minute roundtable, where we’ll explore how digital experiences are now shaping trust across the financial services sector. With insights from banking, insurance, wealth management, and fintech, the session will highlight how organisations are advancing beyond AI adoption to create transparent digital journeys that meet both customer and regulatory expectations.

This discussion provides a sneak peek into the key themes from our forthcoming Financial Services whitepaper, offering a practical perspective on the sector’s future and how leading organisations are adapting.

What this session covers:

• How AI and data are reshaping decision-making, fraud prevention, and personalisation, and the need for governance and explainability in these areas.

• The impact of Consumer Duty on expectations for clarity, fairness, and evidence of customer understanding.

• The rise of digital-first trust and its implications on acquisition, compliance, and reputation before engaging with advisers.

• Why trust remains fragile within the sector and how fintech-led innovations are resetting expectations.

• The importance of responsible, human-centred digital frameworks for long-term resilience.

Key takeaways:
After attending, you will be able to:

• Understand how digital experience influences trust in financial services and how AI and data drive transparency.

• Gain insights into how the sector is addressing new regulatory expectations and the future of customer journeys.

• Discover the critical importance of responsible digital frameworks to maintain trust and customer confidence.