The Human Touch in an Automated World: Designing CX That Feels Personal

As financial services embrace AI, automation, and self-service platforms, the challenge is clear: how do we keep customers feeling valued, understood, and connected? This workshop explores practical strategies for designing FinTech customer experiences that combine the efficiency of automation with the empathy of human interaction. Learn how to leverage data, personalization, and journey mapping to create digital-first services that still feel deeply personal—building trust, loyalty, and long-term engagement in an increasingly automated world.