the technology trust gap in financial services

Technology and AI are transforming financial services, but customer trust isn't evolving at the same pace.

To understand the gap, Enjoy surveyed 1,027 UK banking customers to explore attitudes towards digital banking, AI and the conditions needed for customers to trust new technology. The findings reveal practical opportunities for financial services organisations to build confidence through greater transparency, human support and reassurance.

Join us at Leeds Digital Festival to be among the first to explore the findings, hear expert perspectives and discover practical strategies for building trust in an increasingly digital financial services landscape. Register now to secure your place.

The discussion

The key question we wanted to answer…

What are the conditions that need to exist for customers to trust technology?

This session, as part of Leeds Digital Festival, explores the key findings from this research and introduces what Enjoy is calling The Technology Trust Gap - the growing tension between the pace of technological innovation and the pace at which customers are ready to trust and adopt it.

Customers need to use technology to build trust in it.

But they need to trust technology before they’re willing to use it.

The discussion will explore this paradox, as well as key themes including:

• Technology is widely adopted but trust and confidence declines as technology takes on greater responsibility
• Trust isn’t driven by capability, it’s driven by transparency, control and reassurance
• Trust creates a competitive advantage. The organisations that build confidence will unlock greater value from technology
• Customers have already embraced technology but become less comfortable when technology starts making decisions for them

Attendees will gain access to exclusive research findings alongside practical insights and perspectives from industry leaders working at the intersection of technology, customer experience and financial services transformation.

WhY ATTEND?

• Be among the first to see exclusive consumer research findings
• Understand emerging attitudes towards emerging technology and AI in financial services
• Learn how trust influences adoption of new technologies
• Explore practical ways to build confidence in digital experiences
• Connect with peers navigating similar transformation challenges

Who you'll be joining

Hosted by Enjoy, a digital experience and performance marketing agency with over 18 years' experience supporting financial services organisations.

We partner with brands across banking, insurance, debt support and wealth management, including Bank of Ireland, Ageas, Foresters Financial, StepChange Debt Charity and Titan Wealth.

Your host

Christina Miller

As Client Partner for Enjoy's financial services clients, Christina helps organisations navigate changing customer expectations and transformation. With over a decade of financial services experience, she specialises in turning complex challenges into clear, actionable thinking.

Speaker

Will Lenehan

Will has spent the last decade working at the intersection of technology, financial services and customer experience. As a Chartered Financial Planner and founder of Life Plan Partners, he is passionate about combining the benefits of digital innovation with the human expertise customers need when making important financial decisions.