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Levelling up your digital member experience

Humanising digital for the new age of member-centricity


Member trust is an invaluable asset. Empathy-driven organisations are the ones that secure long-term loyalty—but this is not being leveraged as it should.

Today’s building society members no longer stick with one brand for life. Long-term financial custom is far more connected to experiences, which means that building societies need a change of tack if they want to re-engage the target market of tomorrow. With around 20% of the current UK member base aged under 35, building societies must start shaping human-centred digital strategies to earn their trust and unlock long-term loyalty.

Focusing on the emergent landscape of member preferences, this webinar will shed light on what defines a stand-out member experience today. 

In an engaging group discussion, our panel of eminent individuals from the building society space draw on research from Ipsos MORI, developments in UX tech, and humanised strategies to illustrate how refining your member engagement techniques can contribute to longer-term growth. You will come away with a better understanding of how building societies can seamlessly retain younger members while keeping digital experiences convenient and accessible for all.

The key talking points within the webinar includes:

  • The pervasiveness of mobile
  • The importance of reassurance with complex advice
  • Capitalising on key life-stage events
  • “Talking” and engaging differently to attract younger members
  • Exploring digital capabilities and adoption
  • The value of a hybrid branch and digital approach
Presented by
Flora Vieites
Flora Vieites Director of Financial Services at Ipsos MORI
Craig Goold
Craig Goold Head of Customer Experience and Change Demand at Skipton Building Society
Darren Ditchburn
Darren Ditchburn Deputy Chief Executive at Leek United Building Society
Danny Baggs
Danny Baggs Director of Marketing UK at Unblu
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