As digital banking channels become the primary touchpoint for customers, banks are facing increasing tension between delivering seamless experiences and meeting ever-rising fraud, scam, and security requirements. This executive roundtable will bring together senior digital, product, and risk leaders to explore where customer journeys are most impacted by friction, drop-offs, and controls introduced in the name of security.
The discussion will examine the critical role digital banking teams play in addressing scams and social engineering, given their direct ownership of online and mobile customer experiences. Participants will share concerns for Authorised Payment Push fraud around real-time payments, how to shift from post-transaction controls to in-journey intervention and how their teams navigate the complex trade-offs between speed to market, platform resilience, and heightened risk expectations.
Participants will gain practical insights on how to better align digital and risk teams, reduce unnecessary customer friction without increasing exposure, and balance innovation with regulatory and security demands. The discussion will provide actionable strategies for leveraging data and behavioural intelligence to proactively detect risks while enhancing the customer journey, alongside peer-level perspectives on what is working, what needs to change, and how to strengthen customer trust in an increasingly digital and risk-sensitive environment.
| 08:00 | Registration & Networking |
| 09:15 | Welcome Note |
| 09:20 | Opening Presentation |
| 09:30 |
Discussion Points
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| 12:00 | Lunch & Networking |
