The Customer Focus Spotlight Financial Services brought industry leaders together in Leeds on 2 July 2026 to discuss how the sector can improve customer outcomes through clearer communication, better financial education and more personalised services.
In the video recap, Ian Parry, Richard Drake and Rachael Hutson share their key takeaways from the event. They explore how financial services organisations can use AI and digital channels effectively while continuing to understand the individual needs of their customers.
The discussion also highlights the importance of asking customers what a good outcome looks like rather than making assumptions on their behalf.
Watch the video for more insights from the event.