Banking leaders responsible for how customers are supported: product, CX, customer support, operations, data and analytics, and decisioning teams.
WEBINAR
From reactive to proactive: rewiring customer support with behavioural data and AI
How banks can catch friction before it becomes a complaint
14 January | 11am GMT | 12pm CET | Online
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 webinar 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.
Watch 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
- 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?
- The economics of call deflection: how does fixing a single high-friction flow actually reduce call volume and assisted-service cost?
- 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?
Panellists include:
Peter Antoniou
EMEA Solutions Engineering Manager
Fullstory
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/
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Hannah Johnson Business Development Manager MoneyLIVE
FAQ
How banks can use behavioural signals like rage clicks, form errors and drop-offs, combined with AI, to catch friction before it becomes a support call. It will look at which signals are truly predictive, how to build the economic case for fixing self-service friction, and whether this data can serve as audit-ready Consumer Duty evidence.
Yes. Registration is free – joining details will be sent to the email address you register with.
The broadcast is live for an hour on 14 January 2027, 11am GMT / 12pm CET, online. A joining link goes out to everyone who registers ahead of the session.
Yes. The recording is sent out on demand after the webinar to everyone who registered.
Peter Antoniou,EMEA Solutions Engineering Manager, Fullstory and more to be announced.
Yes – you can email us your question ahead of time, or ask it live on the day.