Dr Catriona Wallace, Flamingo – AFG National Broker Conference 2017

Speaking at our National Broker Conference earlier this year, Dr Catriona Wallace, Founder and CEO of FinTech company Flamingo, highlighted the key customer experience trends. Catriona provided our brokers with practical, useful actions related to navigating this new paradigm.

Customer experience has moved beyond personalisation to individualisation – where customers not only want a personalised offer but are able to have a ‘journey’ or experience with an organisation that is configured just for them. But is individualisation of customer experiences scalable? Not without the introduction of machine learning, artificial intelligence and digital plus good data and behavioural science.

Watch Catriona’s talk The future of customer experience: individualisation and the rise of the machines: