Can We Build It? Wrong Question.

‍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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