Customers now demand a seamless service regardless of the channel they are using. For financial services providers, this continues to pose formidable challenges as they seek to meet customer expectations by creating an integrated offering while addressing existing legacy issues that hamper digital innovation.

This Criticaleye Forum, in association with Tata Consultancy Services (TCS), examines how financial services providers are making the digital transition. It draws on the first-hand experiences of Chris Brocklesby, Chief Information Officer at Tesco Bank, Neil Jones, Consultancy Partner at Tata Consultancy Services, Sandra Leonhard, MD of Digital Channels, Personal and Business Banking, Barclays UK RBB and Steve Pateman, Head of UK Banking at Santander.

• Can customers receive the same quality of advice when dealing with banks that only operate digitally?
• Can digital-only banks provide the same level of customer service as the branch?
• Are UK digital banks at a disadvantage due to the regulatory scrutiny they face?
• Why will ‘digital’ give banks a competitive edge?
• Which financial products are most vulnerable to disruptive technologies?
• What advantages do the challenger banks have in terms of driving innovation and change?
• How can banks better use data and analytics to understand customer needs?
• Dealing with Data
• If social collaboration becomes the norm, what impact will that have on retail finance?