The Intelligent Workplace for Building SocietiesFrom SLAs to Member Outcomes: the digital friction your members feel, and why IT can’t see it.
Event Information
For building societies, colleague experience and member outcomes are closely connected. When technology slows down branch, contact centre, mortgage, savings or operations teams, it creates delays, repeat enquiries and disconnected journeys – increasing cost to serve and taking time away from members.
Removing avoidable digital friction is therefore a business priority: improving productivity and ease of use, strengthening member relationships and supporting sustainable growth. The challenge is to deliver measurable value while keeping technology current, secure and resilient, without losing the sector’s trusted personal service.
Where is digital friction, what is it costing your society, and how can removing it deliver measurable business value?
SCC work with eight of the UK’s ten largest building societies, bringing sector experience to this conversation. This session explores how our Intelligent Workplace combines experience data, AI, automation and lifecycle management to move from reactive support to continuous improvement.
We’ll examine how societies can maximise existing technology investments, reduce technical debt and reliance on disruptive refresh programmes, and improve colleague and member experiences. Alongside connected member systems and data, this approach can support more personalised service, relevant product conversations and smoother savings and mortgage journeys – while strengthening security, resilience and evidence for regulatory oversight.
What we’ll cover
- Business value and ROI: Connecting friction reduction to productivity, member loyalty, relevant product uptake and lower cost to serve – with clear measures of impact.
- A better colleague experience: Using experience data, feedback, AI-enabled support and automation to make tools easier to use, prevent disruption and release time for members.
- Smoother member journeys: Reducing handling effort, repeat contacts, onboarding delays and poor handovers, supported by better member insight – without compromising personal service or support for vulnerable members.
- An evergreen, secure workplace: How SCC’s lifecycle approach can keep technology current and supported, reduce technical debt and disruptive refresh cycles, and strengthen security, resilience and compliance monitoring.
- A practical starting point: Prioritising a known friction challenge or maturity assessment, with success measures aligned to business goals, industry standards, regulatory requirements and Consumer Duty outcomes.
Why this topic matters for UK building societies
Building societies need to modernise workplace technology while protecting member trust, operational resilience, cyber control, regulatory confidence and the personal service model that differentiates the sector.
Many colleague journeys still depend on ageing core platforms, fragmented data, manual workarounds, duplicated effort and isolated service measures across savings, mortgage, branch, contact centre and operational teams.
Traditional IT metrics can show that systems are available while colleagues still experience slow devices, poor application performance, inconsistent access, repeated interruptions or avoidable support journeys.
Digital friction creates hidden cost and risk: preventable tickets, lost time, slower onboarding, lower adoption, weaker data quality and inconsistent member outcomes.
AI and automation can improve service, fraud detection and operational efficiency, but adoption must be controlled, explainable, secure and built on trusted data.
An Intelligent Workplace approach helps building society leaders connect workplace decisions to measurable outcomes across productivity, resilience, risk, cost, employee experience and member service quality.
Why attend?
Wherever you are on your workplace modernisation journey, this session will help you:
- Move from insight to clear, actionable experience ambitions
- Align technology, people and organisational objectives
- Build a strong base for experience-led transformation
Who should attend?
Business and IT leaders, Service Desk leaders, Digital Workplace teams, Employee Experience specialists and anyone committed to improving workplace experience while driving measurable business impact.
Speakers
Mark Franzen
UK Digital Workplace Experience Leader – SCC
Anita Peddinti
Chief Technology Officer Digital Workplace