Out Of The Box Keynote Address: Financing The Future: Preparing For The Customer Of Tomorrow
Out Of The Box Keynote Address: Financing The Future: Preparing For The Customer Of Tomorrow
We are set for perhaps its most disruptive decade of all time over the coming years. As AI, IoT, the metaverse and a significant shift in customer expectations converge, financial institutions need a razor-sharp focus on relevance. Customer needs will always develop. What worked yesterday is tomorrow’s nostalgia. Today’s Blockbuster is tomorrow’s Netflix. Today’s iTunes is tomorrow’s Spotify. In our modern economy, financial services brands that have existed for hundreds of years are being challenged and replaced by new relevant brands. Looking at the key values that modern consumers hold is critical to winning this ‘race for relevance’. This keynote explores these values and challenges financial services to mirror them back to the customer. From the demand for instant, authenticity, flexibility, personalisation, collaboration, the experiential economy, peer-to-peer and emotive engagement, we look at the expectant nature of customers today and how best to deliver. The customer is no longer an end-point in a customer journey, they are at the centre, like the pulsating Blue Dot on your Google Maps. Everything revolves around them. We need to prepare to pivot our physical branch assets and have as much of a digital presence in the new Phygital world we occupy. Innovation is never about technology – it is about the creative execution of an idea to meet the needs of a new generation. Learning from examples in other industries, we will look at the CX gap that exists in financial services and challenge the audience to accelerate CX in their organisation.
