• Home
  • Visit
    • Plan your visit
    • Meet the team
  • Content
    • Key themes
    • Agenda
    • Related content
  • Speakers
  • Partners
    • Partners
    • Download Prospectus
  • CO-LOCATED WITH:
  • Future Identity FinanceFuture Identity Finance
  • REGISTER YOUR INTEREST

Fintech Talents

Fintech Talents

Kallyas is an ultra-premium, responsive theme built for today websites.

T (212) 555 55 00
Email: sales@yourwebsite.com

Your Company LTD
Street nr 100, 4536534, Chicago, US

  • Home
  • Visit
    • Who attends?
    • Experiences
    • Steering committee
    • Plan your visit
    • Meet the team
  • Content
    • Key themes
    • Agenda
    • Related content
  • Speakers
  • Partners
    • Sponsorship prospectus
  • Co-located events
  • REGISTER YOUR INTEREST

Content

STAY TUNED

Technology Should not Replace Humans – It Should Empower Them

by Laura Camplisson / Tuesday 10 November 2020 / Published in Content, Innovation

If we were to have made note of the most commonly used phrase at FTT Building Societies on 21st October, it would most likely have been “lovely to virtually meet you”, or “your microphone is still on mute”, or perhaps “we’ll have to have a drink in person one of these days!”

But beyond these aspects of virtual events which we have all become accustomed to, I am confident that the most commonly raised point was either “technology should not replace the human touch”, or “the key is always keeping the members at the heart of innovation.” Throughout the day’s discussions among panellists and delegates alike, the importance of people in the digitalisation process was absolutely clear.

Our first panel of the day – featuring Nationwide, Newcastle and Yorkshire Building Societies, alongside Bold360 by LogMeIn – certainly brought this dynamic to light. This rockstar speaker line-up were in agreement that technology can only be embraced where it delivers a genuine improvement to customer experience, or where new solutions empower colleagues to provide better service, enhancing the relationship between a society and its members.

For Building Societies, digital is not about replacing the face-to-face experience, or mindless automation of processes. It is about delivering the experiences customers expect and want. And this means customers from older generations too, who – our panellists noted– desire digital solutions just as much as members from younger-generations. This was one of several myths about Building Societies’ that customers busted during the panel!

Overall, discussion continued to return to the unique nature of mutuality and its impact on how innovation is approached within the sector. An absence of shareholders allows mutual institutions to look past the cost-cutting and increased efficiency that automation offers, and always prioritise what is right for their customers. Even if this means appreciating that in some instances, digital is just not the appropriate response.

As Ben Sampson, Director of Digital Programmes at Yorkshire Building Society noted, “We are here to make sure customers can save for a rainy day or find a place to call home. This might mean that sometimes you choose to not digitise and deliver a service in a different way, to maintain a human touch”.

Below you can watch the full recording of this engaging and topical session, featuring:

    • Ben Sampson, Director of Digital Programmes, Yorkshire Building Society
    • Manila McLean, Chief Information Officer, Newcastle Building Society
    • Celine Allain, Senior BFSI Industry Lead, Bold360
    • Phil Gosset, Head of Innovation, Nationwide
    • Moderator: Brendan Gilmore, Managing Director, BPG Strateg


Tagged under: #BuildingSocieties, #FTT20Virtual, #FTTBuildingSocieties2020, digital transformation, financial services, fintech, FinTECHTalents, innovation, Mutual Banking, Splash, Technology

Recent Posts

  • The fintech playbook: Navigating uncertainty – A must read Vox Pop report

    Our latest Vox Pop report couldn’t be better ti...
  • With 250+ already confirmed, check out the Rockstar Speakers joining the 5th edition of The Fintech Talents Festival, taking place at The Brewery in London on the 13th – 14th November

    Friday 22 September, London: The Fintech Talent...
  • Scenes from the Fintech Talents Road Trip: The Power of ChatGPT  

    The Fintech Talents team, along with our partne...
  • Scenes from the Fintech Talents Road Trip: Utilsing AI, not depending on it    

    The Fintech Talents team, along with our partne...
  • Scenes from the Fintech Talents Road Trip: Open finance for the customer experience   

    The Fintech Talents team, along with our partne...


  • Home
  • Fintech Talents events
    • Fintech Talents Festival 2023
    • FTT Mutuals 2023
    • FTT Lending 3.0 2024
    • Fintech Talents Road Trip 2024
    • Fintech Talents North America 2024
  • FTT Embedded Finance & Super-Apps events
    • Unboxing the Next Generation of Embedded Finance
    • FTT Embedded Finance & Super-Apps North America West Coast 2023
    • Customer Alpha North America West Coast 2023
    • FTT Embedded Finance & Super-Apps Europe 2024
    • Customer Alpha Europe 2024
    • FTT Embedded Finance & Super-Apps North America East Coast 2024
    • Customer Alpha North America East Coast 2024
  • Future Identity events
    • Future Identity Festival 2023
    • Future Identity Customer North America 2023
    • Future Identity Finance Europe 2024
    • Future Identity Customer Europe 2024
    • Future Identity Finance North America 2024
  • View all events
  • Content
    • All Content
    • Interviews
    • Opinion
    • Videos
    • Digital Reports
  • VC INNOVATIONS – Accelerated Marketing
  • facebook
  • linkedin
  • youtube
  • twitter

GET IN TOUCH

T 020 8004 5517
Email: info@vcinnovations.co.uk

LONDON
1 Quality Court, London WC2A 1HR
Open in Google Maps

NEW YORK
477 Broadway, 2nd Floor, Suite 1033, New York, NY 10013
Open in Google Maps

QUICK LINKS

  • Home
  • About VC INNOVATIONS
  • Events
  • FAQs

Connect with us

  • facebook
  • linkedin
  • youtube
  • twitter

RECENT POSTS

  • The fintech playbook: Navigating uncertainty – A must read Vox Pop report

    Our latest Vox Pop report couldn’t be better ti...
  • With 250+ already confirmed, check out the Rockstar Speakers joining the 5th edition of The Fintech Talents Festival, taking place at The Brewery in London on the 13th – 14th November

    Friday 22 September, London: The Fintech Talent...
  • Scenes from the Fintech Talents Road Trip: The Power of ChatGPT  

    The Fintech Talents team, along with our partne...
  • Privacy Policy
Fintech Talents

© VC Innovations 2018. All Rights Reserved.



TOP

This website uses cookies to give you the best experience. Agree by clicking the 'Accept' button. Read our Privacy Policy.