Tough economic conditions, looming Consumer Duty deadlines and a rise in digital channels has put a renewed focus on transparent customer communications. With industry trust and confidence on the line, delivering timely and clear communications across all channels is a major priority, especially with vulnerability on the rise. The question is: how can banks transform communications in an efficient and scalable way, while meeting both regulator demands and consumer needs?

Watch to gain insight on:

  • Lessons from the UK’s Consumer Duty and impacts on communication strategies
  • How clear communication can be successfully rolled out across multiple channels
  • How to meet the communication requirements of different demographics and generations
  • How to transform with resilience, agility and scalability in mind

  • Lessons from the Consumer Duty: defining the “clear communication” requirements and what “good” looks like.
  • From Gen Z to retirees: how can communications be optimised for all customers? What more must be done?
  • From inclusive design to personalised support: how can communication for vulnerable customers be improved?
  • Sustaining support beyond the sale: to what extent are banks ready to provide ongoing support throughout the customer lifecycle?
  • An holistic omni-channel approach: how can banks ensure communication is uniform, effective and clear across all channels?
  • TPP risk, “tech debt”, compliance: what are they key considerations when planning an execution roadmap?
  • Future-proofing transformation: designing with scalability, agility and efficiency at the core.
Banking on customer centricity the clear communication imperative webinar stock image

Panellists include:


Rory Carty
Rory Carty
Head of Customer Strategy and Segments
Bank of Ireland
Anders Berg Jensen
Anders Berg Jensen
First Vice President | Housing Journeys Tribe
Danske Bank
Helene Panzarino
Helene Panzarino
Associate Director, Centre for Digital Banking and Finance
The London Institute of Banking and Finance
Scott Draeger
Scott Draeger
SVP Product Marketing and Vertical Solutions
Smart Communications

About Smart Communications

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digitalfocused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry.

To learn more, visit


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