ArvatoConnect has strengthened its leadership team with the appointment of Richard Maynard as Chief Operating Officer and Amjad Khan as Director of Operations. The appointments support the company’s strategy of helping regulated organisations balance AI-driven efficiency with the human expertise needed to deliver trusted customer outcomes.
AI has the potential to transform support for vulnerable customers—but only if it’s designed around people, not processes. Discover how financial services firms can build AI-enabled customer journeys that meet Consumer Duty expectations, improve outcomes, and ensure vulnerable customers don’t fall through the cracks.
Our latest research shows that nine in ten financial services firms have increased their use of AI in customer-facing operations in the past twelve months, with 88% believing it can improve customer outcomes. At the same time, more than three-quarters believe their own organisation’s AI strategy risks harming vulnerable customers.
AI in customer experience must go beyond productivity. This blog explores how deterministic AI helps organisations deliver consistent, fair and auditable decisions -building trust while meeting rising customer and regulatory expectations.
Complaints handling is no longer just operational – it’s a high-stakes test of trust, compliance, and financial risk. Discover why deterministic AI is essential to deliver consistent, auditable decisions and meet rising regulatory and customer expectations.
Orchestration is the unsung hero of responsible AI. As digital agents reshape customer experience, embedding governance, explainability, and ethical data use is critical—especially for vulnerable customers. Explore how ArvatoConnect’s Orchestrate model helps organisations scale AI safely, blending efficiency with trust.
Digital agents are helping housing associations transform out-of-hours support – freeing up staff, identifying vulnerable tenants faster, and improving service delivery through smart automation and real-time insights. Al Davies explores how combining empathy with AI is reshaping housing services for the better.
Debra Maxwell, CEO at ArvatoConnect, explores how the traditional offshoring model is evolving and why a Build – Elevate – Return approach is gaining momentum as a way to deliver pace, control and empowerment.
James Towner, Chief Growth Officer at ArvatoConnect, discusses how AI is transforming contact centre compliance, boosting real-time assurance and supporting FCA Consumer Duty in financial services.
Debra Maxwell, CEO at ArvatoConnect, explores why the logic propping up the offshoring model is collapsing and why forward-thinking brands are turning to UK-based customer experience delivery.
