Customers no longer think of banks being on the high street; they think of an app. How can you delight them when you have very little/no physical contact?

How are your customers operating in the new economies being created and how can you meet their needs in a world changed forever?

Why if banks are to compete effectively with fintechs they need a laser focus on CX and UX

Why turning data into insights is the new battleground. What can banks learn from players outside their industry – like supermarkets and airlines – about harnessing AI and data analytics, personalisation and offering customers the products and services they want?

Personalisation in banking for different market segments/communities: how can you find new profitable narrow and deep customer slices?

How is the concept of community evolving, and what approaches should banks and fintechs take in response? Transitioning towards purpose-driven banking and stakeholder capitalism instead of shareholder capitalism: emphasizing the importance of communicating social purpose to customers and recognizing their inclination to be part of a community.