Customers are more in control than ever before. Digital has transformed the purchase journey and market saturation is common. Even legislative changes are encouraging customers to shop around. With competition just a scroll, click or voice command away customer retention has never been more important. As a result, the Financial Services industry needs to establish new value amongst their audiences in order to drive loyalty. But what is deemed ‘value’ in this environment and how can new technologies help? In this talk from FinovateEurope 2019, Russell Pert, UK Head of Industry, Financial Services at Facebook, discusses how technology is augmenting relationships between brands and customers and why the future of loyalty is centred around relevant and meaningful one to one interactions, at scale.