Ledi Lapaj

Session: Human + Digital: The Future of Hybrid Banking

Designing hybrid banking journeys: combining human interaction and digital channels to deliver seamless, trusted customer experiences. Digital CX with a human touch: where automation works—and where human engagement still drives loyalty and trust. From channels to journeys: rethinking branch, mobile, and contact-center roles in a hybrid banking model. What customers expect in 2026: personalization, speed, empathy, and consistency across digital and human touchpoints.