The Technology Trust Gap in Financial Services

Technology and the use of AI is reshaping financial services and bringing opportunities to improve customer experiences, deliver operational efficiencies, increase accessibility and solve real customer problems.

But as organisations accelerate innovation, a new challenge is emerging: how do you build customer trust in technology that is changing faster than customer confidence?

We wanted to understand how customers really feel about the increasing role of technology in financial services, what influences their willingness to trust and adopt it, and what financial services organisations can do to better support, educate and build confidence in customers as technology continues to evolve.

So Enjoy surveyed 1,027 UK banking customers aged between 18 and 65+, with an even split between men and women. We first focused on technology in banking as a whole to engage general attitudes towards digital banking and which tools users regularly engage with. We then took a deep dive into AI, transparency, human support and FCA regulation.

The key question we wanted to answer…

What are the conditions that need to exist for customers to trust technology?

This session, as part of Leeds Digital Festival, explores the key findings from this research and introduces what Enjoy is calling The Technology Trust Gap – the growing tension between the pace of technological innovation and the pace at which customers are ready to trust and adopt it.

Customers need to use technology to build trust in it.

But they need to trust technology before they’re willing to use it.

The discussion will explore this paradox, as well as key themes including:

  • Technology is widely adopted but trust and confidence declines as technology takes on greater responsibility
  • Trust isn’t driven by capability, it’s driven by transparency, control and reassurance
  • Trust creates a competitive advantage. The organisations that build confidence will unlock greater value from technology
  • Customers have already embraced technology but become less comfortable when technology starts making decisions for them

Attendees will gain access to exclusive research findings alongside practical insights and perspectives from industry leaders working at the intersection of technology, customer experience and financial services transformation.

Why attend?

  • Be among the first to see exclusive consumer research findings
  • Understand emerging attitudes towards emerging technology and AI in financial services
  • Learn how trust influences adoption of new technologies
  • Explore practical ways to build confidence in digital experiences
  • Connect with peers navigating similar transformation challenges

Agenda:

  • 8:30AM – Welcome (with tea, coffee and pastries)
  • 9:00AM – Research insights: Exclusive findings from Enjoy’s Technology Trust Gap consumer research, exploring customer attitudes towards AI, digital banking and the future of technology adoption
  • 9:45AM – Audience Q&A
  • 10:00AM – Networking
  • 10:30AM – Close

Tea, coffee and refreshments will be provided.

This event is aimed at: Senior leaders and decision-makers working within financial services; Chief Marketing Officers; Chief Customer Officers; Chief Digital Officers ;Digital Directors; Marketing Directors; Customer Experience Leaders; Heads of Innovation; Transformation Leaders; Product Leaders; Strategy Leaders; Suitable for professionals working across banking, insurance, wealth management, financial advice, lending, fintech and related financial services sectors.

Speakers Include:

Fintech AI & Machine Learning Marketing & PR

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