Building Trust in Financial Services
Senior Industry Leaders Shared Their Insights
Trust is the currency of financial services, but for many customers it is diminishing. A rise in data breaches, AI-driven fraud, payment scams and concerns over transparency and privacy are significantly undermining customer trust in financial institutions. In 2024, 65% of financial organisations faced ransomware attacks, 42% of fraud attempts were AI-driven, and studies show a significant decline in public trust, putting pressure on financial services to restore customer confidence in the digital age.
Trust is critical for customer satisfaction and loyalty, what opportunities do financial institutions have to be more proactive with their end customers around building trust? How can automation, and cross-functional collaboration deliver a personalised customer experience? What strategies help institutions listen, adapt, and act on customer needs throughout their financial journey?
This Financial Times webinar, held in partnership with Braze, brought together financial services leaders responsible for digital, strategy, and customer experience to address a pressing issue—how to enhance security and personalisation to drive greater customer loyalty.
Security
How can firms balance innovation with security and demonstrate security and reliability with every communication?
AI and automation
Where does AI and automation fit into the personalisation and security equation?
Transparency
How can financial institutions improve transparency in communications and transactions?
Watch on-demand until 7 June
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