ArvatoConnect Talks explores the key trends and issues transforming industries across the UK through the eyes of the experts. In each report, we share exclusive insight from sector leaders, helping you understand new and disruptive landscapes, and equipping you with the knowledge you need to deliver more for your customers.
Our latest research with 1,000 senior decision-makers across UK financial services and 1,000 financially vulnerable consumers reveals a growing gap between AI adoption and confidence. While 88% of firms believe AI can improve customer outcomes and nine in ten have increased its use in customer-facing operations over the past year, more than three-quarters believe their own AI strategy risks harming vulnerable customers.
Why? Because financial services organisations are being pulled in multiple directions at once. They are under pressure to accelerate AI adoption, improve efficiency and customer outcomes, meet Consumer Duty obligations, and navigate an evolving regulatory landscape with limited practical guidance on what responsible AI deployment looks like.
Read our research report to explore why AI presents both significant opportunity and risk for vulnerable customers, what responsible deployment looks like in regulated environments, and the practical customer-first design and governance principles firms can use to close the gap between confidence and implementation.
Our new research with 200 in-house CX leaders reveals a sharp shift back onshore, with 73% saying they’d choose UK delivery if cost wasn’t a factor and 34% actively planning to reshore within the next year. This is on top of the 46% that already deliver at least some of their customer services in the UK.
Why? Because AI and automation are rewriting both the economics and the expectations of CX delivery.
Read our research report to explore why this is not just a tactical pivot, but a strategic leap toward smarter, future-ready delivery models – and how to make it work for you.
Our latest research with over 200 senior decision makers across the UK’s local and central government, as well as the private sector, reveals an enduring ‘digital deficit’ which is putting the £14bn efficiency drive at risk.
Confidence is rising, investment is growing, and AI and automation are unlocking new possibilities for smarter, more efficient services. But despite the progress, there’s still a gap between digital transformation ambition and implementation, even the most forward-thinking departments.
Read the full report to uncover where transformation is taking root, where organisations risk being held back by gaps in planning, engagement, and governance, and what practical steps can help close the gap for good.
