Identity at Scale: Simplicity as the Real Differentiator CXFS26 — Customer Experience in Financial Services, London, 17–18 June 2026

What I Spoke About

At CXFS26 I made the case that identity at scale isn't won through complexity, it's won by stripping it away. Less is more: reducing cognitive load, building familiarity consistently across every channel, and harmonising the systems sitting behind them so the customer never feels the seams. I also explored how "save to invest" and customer experience itself are becoming genuine points of differentiation, not just operational hygiene.

What I Said Afterwards

In the interview that followed, three themes carried through. First, personalisation at scale isn't about boiling the ocean — it's about identifying the two or three data points that actually drive tailored experiences, and ignoring the rest. Second, identity at scale is won through interactions that are secure but effortless, and that remain trustworthy at every touchpoint. Third, AI belongs in the kit as one tool among many — most valuable where its distinct strengths serve use cases that were genuinely underserved before, not as a blanket solution applied everywhere.

[Watch the full interview here →]

https://www.youtube.com/watch?v=H0T3s8hSkwc