Can We Build It? Wrong Question.

20 Jul

‍Two days at CXFS26. One thing stuck with everyone who spoke there: the conversation has genuinely shifted — from "can we build this" to "can our customers actually trust it?"

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Arena International have just released their official highlight reel from Customer Experience in Financial Services 2026 — a good snapshot of where senior leaders in the sector are actually spending their attention right now: AI and the invisible infrastructure customers never see but always feel.

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My contributions are in there — on personalisation in the age of AI, and my reflections on the show as a whole.

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What's your take on where AI-powered personalisation is headed in the next 5 years?

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⬇️ Watch the full video here →https://www.youtube.com/watch?v=zQok5QQ3bps&t=73s‍ ‍⬇️

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Ian Finn speaking at the Customer Experience in Financial Services 2026 Show, London.

#personalisation#identity#customerexperienceIanFinnOnePersonalisationIanFinnOnSystemsThinking

Ian Finn

Can We Build It? Wrong Question.

Your next incident won't define your system's fortunes. Your work before the storm will

No one photographs the planning. Only the peak.