Mark Devlin

Operating in a highly regulated environment, BFSI organisations must not only meet compliance requirements but also demonstrate due diligence and a deep understanding of their evolving customer bases. The question is - how can you stay attuned to changing customer circumstances, gather the necessary information to remain compliant and strengthen relationships at the same time?

Discover how Lloyds is developing a new digital journey designed to achieve exactly that - combining compliance-friendly innovation with stronger customer connection and greater operational efficiency. Learn to embed self-serve experiences into customer journeys to simplify processes and drive better outcomes for customers & KYC. Gain insight on:

• Designing and timing customer nudges to capture the information needed for compliance (e.g. AML & KYC) while enhancing engagement and encouraging selfserve
• Scaling self-serve capabilities across the organisation and practical steps for implementing new digital journeys effectively
• Building digitally enabled journeys that maintain accessibility by preserving all channels of customer choice.