Digital Transformation and Conduct Risk in Retail Banking 2019 | ON24 | 8 May 2019 |

Retail banking is undergoing significant transformation. The traditional banks are changing their focus from bricks and mortar on the high street to digital, while challenger banks are entering the market with new products and new operating models. Driven by the consumer, every bank will be a digital bank.

Technology is enabling every aspect of banking to go digital and the reduced usage of cash means that traditional branches are no longer part of the customers regular contact point with their bank. As this trend continues, banks will have less and less contact with their customers. If banks want to maintain contact with their customers, it is essential that they know what their customers are doing and how they are using their digital channels – both from a CX perspective and also from a compliance and regulatory perspective.

Find out how to unlock the valuable data in customers’ digital journeys and open new commercial opportunities by:

• Monitoring every journey and be alerted to individual sessions that need review or investigation
• Maintaining a record of every personalised journey in the event of complaints or disputes
• Undertaking reviews and investigations when called upon to do so – for whatever reason
• Automatically knowing when a customer is struggling and support them in real time from their contact centre
• Keeping robust records of every digital journey to meet their regulatory and compliance obligations

2019 Speakers

Joel Viney
Head of Compliance – Wealth, Legal & Regulatory, Santander

Matthew Drage
Head of External Engagement, Huntswood

Stuart Newey
Managing Director, Head of Client Service & Delivery, Coutts Private Banking

Simon Crowe
Sales Director EMEA, Glassbox

Jason Maude
Head of Technology Advocacy, Starling Bank