Support teams have spent years reacting to problems after their banking customers hit a wall. But the data trail customers leave before they ever pick up the phone — rage clicks, form errors, drop-offs, and hesitation — is now detailed enough to act on in real time. Paired with AI, that behavioural data can move beyond flagging down friction to now fixing it fast enough to matter at scale.
This roundtable will bring together banking leaders for a practical discussion about what’s genuinely predictive versus noise, how to build the case for fixing friction before it becomes a call, and where this evidence may be heading next.
Attend to gain insights on:
- Which behavioural signals actually predict a support escalation — and which are just noise
- How to build and evidence the economic case for fixing self-service friction
- Whether session-level behavioural data can become audit-ready evidence for FCA scrutiny
Welcome and participant introductions
Discussion:
- The core proactive narrative: how can behavioural signals be used as an early-warning system for customer issues?
- Catching friction before it becomes a support call: which signals (e.g. rage clicks, form validation errors, hesitation and drop-off) are genuinely predictive, and which are noise?
- How does fixing a single high-friction flow actually reduce call volume and assisted-service cost?
- The economics of call deflection: what does fixing self-service friction actually save, and how do you evidence it internally?
- How can richer behavioural data improve the speed and accuracy of AI-driven support?
- Proactive support as Consumer Duty evidence: can behavioural data become audit-ready documentation for fair-outcome reporting and FCA scrutiny?
Closing remarks
(75 minutes)
Speakers:
Peter Antoniou
Staff Sales Engineer
Fullstory
Request an invitation
This roundtable is designed for senior figures working across banking and financial services.
Fill in this short form if you meet the above criteria and would like to participate in the discussion on 18 November. All invitation requests will be vetted and approved (or declined) by the organizer.
About Fullstory
Fullstory’s behavioral data platform helps technology leaders make better, more informed decisions. By injecting digital behavioral data into their analytics stack, our patented technology unlocks the power of quality behavioral data at scale–transforming every digital visit into actionable insights.
With Fullstory, enterprise businesses move closer to their customers and closer to success. When organizations understand their customers like never before they’re able to create world-class experiences that increase funnel conversion, easily detect malicious behaviors and fraud, and identify their highest-value customers effortlessly.
Fullstory is on a mission to make every business more customer centric–made possible only through true behavioural insights–and understanding the sentiment between the clicks.
To learn more please visit https://www.fullstory.com/
