Humans + Robots: The future of trust in financial services

Financial services workshop

Humans + Robots: The Future of Trust in Financial Services

Effectiveness in financial services depends on trust. Customers need confidence in your brand, your message, and the moments you choose to show up. Human insight builds authenticity, while AI provides the scale to deliver relevance at speed. As highlighted in Accenture’s Top 10 trends shaping the industry in 2025 and beyond:

   “While digitisation made banking more sophisticated, it also stripped away the human touch, leaving customers feeling alienated… AI has the potential to restore  the sense that customers are recognized and understood.”

As financial services products and journeys become increasingly automated and dis-intermediated, competitive advantage shifts beyond functional personalisation. The focus moves towards building distinctive, trust-based, human relationships across the full customer lifecycle.

This workshop will focus on the importance of defining the relationship a brand wants to have with their customers and communities, and how to operationalise that relationship through joined-up data, insight, and experience design—so brands remain memorable, valued, and resilient in an increasingly commoditised category.

Why you should attend:
•    Why ‘human’ matters now: Understand how AI and new distribution models risk commoditising financial services—and how brands can rebuild trust and preference.
•    A clear relationship strategy: Recognise the importance of defining the role your brand plays beyond transactions, across the customer lifecycle.
•    From channels to connected journeys: Share insights on operating model challenges as you shift from products to joined-up experiences across touchpoints.
•    Benchmarking and peer learning: Assess current capability and identify priority next steps with financial services peers.
•    Actionable outputs: Leave with clarity on the capabilities, operating model, and priorities needed to deliver truly customer- and community-led marketing.

Who is it aimed at:
Anyone working in the financial services sector who wants to improve effectiveness and strengthen customer trust.

Presenters

Linn Frost, CEO, Social Element
Emily Latham, Consultant