Balancing Innovation and Empathy: Concentrix Brings FSI Leaders Together in Sydney

The Brief
As part of a strategic initiative to engage CX, digital, and marketing leaders in financial services, Concentrix collaborated with Clutch to design a peer-led roundtable focused on AI’s role in shaping the future of experience. The goal was to tackle complex challenges at the intersection of personalisation, compliance, automation, and trust—while sharing practical strategies among industry peers.

The Work
Held at Quay, one of Sydney’s most iconic venues, the session was designed to facilitate candid discussion in a relaxed, premium setting. Attendees represented a cross-section of Australia’s leading FSI brands, each facing growing customer expectations, regulatory scrutiny, and the push to innovate responsibly.

The Outcome
Sydney Roundtable: 17 senior leaders attended from top organisations including ING, TAL, Westpac, Airwallex, Challenger, QBE, and Perpetual.

Event Highlights
Key discussion points included:

• Finding the Right Balance Between Tech and Human Touch
  Leaders shared frameworks for deciding when to automate versus when to elevate the human connection—particularly in emotionally sensitive or high-stakes interactions.
  
  
• Ensuring Personalisation Within Regulatory Boundaries
  The group explored tools and practices that enable meaningful personalisation while remaining compliant with privacy and financial regulations.
  
  
• Leveraging AI to Enhance Trust and Transparency
  Attendees discussed how AI can surface insights that empower teams to proactively resolve customer needs and improve transparency in digital experiences.
  
  
• Combating Financial Crime and Compliance with AI
  Participants unpacked how AI is being used to detect fraud and financial crime while still maintaining seamless and customer-friendly experiences.
  
  

Audience Feedback

“Thank you for the invitation—it was a wonderful event with great insights and speakers. The environment was casual and comfortable.”
“Location was excellent, very convenient. Food and service were just right for a business lunch.”
“Fantastic event—thank you!”

Conclusion
This roundtable reinforced Concentrix and Clutch’s ability to create high-quality, thoughtful experiences that resonate with financial services leaders. While the content and setting were widely praised, feedback also pointed to opportunities to refine the format—such as improving audibility, adding more interactive dialogue, and incorporating real-world case studies. These insights will help evolve future sessions to be even more engaging, relevant, and peer-driven.