Digitization has revolutionized financial services — simplifying interactions, reducing friction, and expanding reach. Yet behind every click and chatbot lies a new frontier of risk and opportunity. As customers increasingly engage in invisible, self-service environments, financial organizations are losing the physical cues that once signaled dissatisfaction, distress, or deceit.

How do we spot a struggling customer when there’s no voice, no face? How do we design digital experiences accessible to all, not just the tech-savvy? And how do we detect and prevent fraud without compromising trust?In this session, Joe Crawford, Global Head of Solution Engineering at Glassbox, unpacks the emerging digital gaps in the customer journey and offers a vision for how Financial Services leaders can rebuild empathy and assurance at scale. Drawing from real-world examples and behavioral insights, he will outline:

• The rise of the “silent sufferers” in a self-service world
• Accessibility gaps and how to design inclusively for digital customers
• Behavioral and digital signals that can uncover customer distress or potential fraud
• How data, journey analytics, and proactive service models can restore human insight and trust
• What a truly digitally-native support strategy looks like — beyond retrofitting call center logic

This is a call to move past surface-level digitization and embrace the nuance, complexity, and responsibility of the digital financial experience.