Sarah Scutchfield

Customer experience in financial services is no longer defined by a single interaction - it's shaped by the entire operating model. From onboarding to servicing, every touchpoint is interconnected, yet many firms still operate in silos, creating friction for clients and employees.

This session explores how leading institutions are shifting to end-to-end engagement models that connect client journeys with workflows, data, and real-time decisioning. By aligning employee and customer experience, firms can reduce inefficiencies, improve transparency, and deliver faster, more consistent service - powered by AI and workflow orchestration.

• Experience is now an operating model and client outcomes depend on how well front, middle and back office workflows are connected.

• Employee experience drives customer experience: Fix internal friction systems, visibility, and manual work to improve client outcomes.

• Agentic AI isn't just automation - it's coordination. It enables real-time decisioning, transparency and proactive service across the entire lifecycle.

Customers expect fast, simple & seamless digital experiences. Yet many organizations continue to create friction through unnecessary steps, disconnected journeys and overly complex processes.

This discussion explores how leaders are simplifying digital interactions to improve customer outcomes and business performance.

Join your peers to discuss:

• How organizations are identifying and removing friction points to remove friction and create digital experiences that delight.

• How to balance seamless experiences with security, compliance and operational requirements. 

• How journey analytics, customer feedback and technology can be used to simplify digital experiences and drive measurable UX results.