In this must-see webinar, 'Building trust whilst moving online - prioritising digital enablement in financial services' our expert panel discuss the importance of not leaving anyone behind when digitalising services.
The panel discuss how organisations can successfully build trust amongst customers and prospects, especially in an industry under so much scrutiny.
The session explores:
- Digital inclusion myths that might be impacting your customer experience
- The barriers and potential outcomes for customers who can’t currently participate in digital, and those who won’t
- How to enable digital inclusion in an omni-channel environment and understand the role of the wider supportive ecosystem
- How financial services plays a key role in the national strategy for digital inclusion by 2030
Watch in full screen here
The Panel features:
Kerry Nicolaides [panel facilitator]
Consulting Director – Financial Inclusion, Wellbeing and Vulnerability
Sopra Steria
With twenty years in financial services industry, Kerry has accumulated expert knowledge of best practice in creating leading edge, tailor-made customer focused propositions. Having a deep understanding of the FinTech market and emerging trends
is fundamental to Kerry’s approach to delivering inclusive and accessible financial services. Kerry has consulted with some of the earliest pioneers in delivering their digital financial service propositions in the UK. Passionate
in helping organisations define their digital strategies, making them inclusive for all types of consumer, Kerry thrives in collaborative environments and strategic partnerships.
Joanna Finlay
Consulting Manager - Financial Wellbeing, Inclusion & Vulnerability
Sopra Steria
Joanna works with Public and Private sector organisations to transform customer experiences for vulnerable and excluded people, specialising in financial services. She specialises in impact-focussed cultural change, Inclusive Design and data-led
innovation around digital migration. This combines her passion for human-centred innovation and business strategy to provide a holistic approach to operationally optimised and equitable customer experiences. Joanna gained 16 years’
experience in retail banking, becoming a leader in customer inclusion strategy. She was named Chartered Banker Institute’s Young Banker of the Year 2017 and is also a TEDx speaker.
Thomas Lowe
Head of Policy and Communications
Digital Poverty Alliance
Tom Lowe is the Head of Policy and Communications at the Digital Poverty Alliance, an initiative of the Learning Foundation. He leads on the development of the national delivery plan, a long-term national strategy to tackle digital poverty.
In this role he engages with policymakers, politicians, and industry to coordinate and create sustainable action around digital inclusion. He previously worked in policy roles in the further education sector and within NHS England.
Daniel Marshall
Head of Business Development and Recommissioning
Citizens Advice
Daniel started as a volunteer in the Citizens Advice service before going on to become the youngest Chief Executive in a network comprising more than 200 charities. He's now Director of Business Development, responsible for the financial sustainability
of the whole service, more than £300m of income, and has overseen growth of more than 72% during a five year period. Daniel holds a law degree, a post-grad qualification in Project Management, is the Chair of a local addiction charity,
and works as an independent consultant, carrying out governance reviews, project evaluations, and assessments of other charities and their effectiveness, including work with advice organisations abroad.