Belma Lushi has 20 years of experience in the banking sector, with expertise in retail banking, digital channels, customer exerience, and retail product development. Throughout her career, she has held leadership positions across various retail banking functions, leading initiatives to enhance customer experience, expand digital channels, and develop product offerings. She currently leads Jet Bank’s Retail Business, focusing on portfolio growth and continuously improving customer experience.
https://al.linkedin.com/in/belma-lushi-69aab74b
Discussion Framework: As banking grows more embedded, personalised and platform-driven, competition is shifting from products and channels to ownership of the customer relationship itself. This session examines how incumbent banks, neobanks, payment networks and digital ecosystems are vying to become the customer's primary financial interface.
Central Question: In the next decade, who will own the customer relationship: the institution that holds the account, or the platform that controls the experience?
