In this episode, we explore how financial institutions can deliver morerelevant, human-centered experiences by putting customer insight at the core of innovation.

With nearly two decades of experience across financial services,insurance, and FMCG, Sheila Akinnusi, Head of Research and Insights at Nedbank, joins us and unpacks how insight-driven decision-making is shaping the future of banking.

From navigating the growing role of AI to leveraging predictiveanalytics for more proactive, personalized experiences, she shares how leading banks are evolving to meet rapidly changing expectations.

Tune in to discover:

• How customer insight is driving smarter decisions across the bankingexperience
• The biggest shifts in consumer expectations and what they mean for CX
• The evolving role of AI and predictive analytics in financial services
• Practical ways to turn insight into innovation and impact

Enjoy this conversation on why the future of banking isn’t justdigital—it’s deeply human and built on understanding what truly matters tocustomers. To learn more about SMG, click here: https://smg.com/