Voice of the customer: Transforming financial services through listenings

In financial services, the voice of the customer (VoC) is no longer optional—it’s essential. Feedback, insights, and experiences are shaping the next era of fintech, driving innovation, trust, and measurable results. In this webinar, you’ll hear from industry experts with global financial services experience as they share how organizations are turning listening into action—personalizing customer journeys, accelerating innovation, and delivering real business impact. What you’ll learn

• Understanding your customers — How listening to VoC fuels innovation in financial services.

• Building trust through experience — Turning customer feedback into lasting relationships.

• Modernization of fintech — Leveraging customer insights, AI, and new tools to power digital transformation.

James Harvard — Senior User Experience Researcher, State Street James specializes in qualitative research methods, helping product, engineering, and design teams understand customers across APAC, EMEA, and North America. Mhaire Fraser, PhD — Dovetail Expert, UX Strategist, Mentor, Author As a researcher and strategist, Dr. Fraser brings extensive expertise in uncovering customer insights to drive meaningful innovation in financial services. Transform how you listen, learn, and act. Register now to explore how the voice of the customer is shaping the future of financial services.