Katherine Lucas

Global Head of Client Experience

All Sessions by Katherine Lucas

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Day 1: Sep 22, 2020

11:30 am

11:30 am


LESSONS FROM COVID-19: What Does This Turbulent Time Mean for Financial Services and the Digital Bank in the Future?

Coronavirus and the disruption it caused has had serious implications for the financial services industry, but will we see a continued, long-term financial crisis? What can the industry do to ensure smoother, better digital experiences for all involved?  This vital, timely benchmarking panel will examine what we have learned so far and how to build stronger relationships and  build great trust between your channels and digital customer experiences. Create a blueprint and discuss:

  • Fulfillment of social missions to support households and businesses with credit – what is the next phase
  • Balancing digital start-ups vs incumbents
  • Lessons from critical weaknesses – stress testing your digital channels for the future
  • Track the changing customer journey across all channels:
  • Building trust, counteracting fraud and adjusting to the ‘new normal’

Day 2: Sep 23, 2020

Day 3: Sep 24, 2020