Rebecca Brindley

Head of Digital Accessibility NatWest

Day Two

8:30 AM KEYNOTE CASE STUDY - Mind the Accessibility Gap: Insights from Financial Services to Make Accessibility your Strategic CX Advantage

Accessibility research is essential for financial institutions to ensure fair access to services, remove barriers that prevent good CX, and address the many variables that can impact customer outcomes. For financial institutions, embedding accessibility into CX strategy means strengthened trust and loyalty across diverse customer groups. This session examines the latest research on accessibility and inclusion in technology, and the role every CX leader can play to drive meaningful change.

• Explore insights into mobile banking accessibility, digital identity in regulated environments, and the rise of AI and vocal experiences

• Understand how accessibility research is being actioned to create inclusive digital journeys that meet customer needs without adding friction.

• Learn how accessible design is enhance customer trust, strengthening loyalty and supporting business outcomes – which comes from greater accessibility of technological innovation.

Check out the incredible speaker line-up to see who will be joining Rebecca.

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