More regulation. More channels. More intelligence. But are customer communications becoming more effective?

Customer communications across Dutch financial services, from banks and insurers to pension providers are entering a period of significant change.

Regulatory expectations around transparency, accessibility, data privacy and customer information continue to evolve, alongside sector-specific requirements such as Wtp (Wet toekomst pensioenen), DORA, MiFID II, IDD.Each change can have a knock-on effect across customer communications — from content and disclosures to templates, approvals and customer journeys.

At the same time, the cost and complexity of communication are increasing. AI is opening new possibilities for automation and personalisation, while customer preferences across channels continue to shift.

How can financial institutions keep communications compliant, relevant and personalised – without continually adding cost and operational complexity?

This is what we’ll explore at the Autumn Edition of Canals & Conversations 2026.

Hosted by Newgen Software in collaboration with Aspire CCS, the afternoon brings together a select group of senior leaders from banking, insurance and pensions for a closed-door exchange around:

REGULATION | AI | COMMUNICATION ECONOMICS | CUSTOMER BEHAVIOUR

Featuring Kaspar Roos, Founder & CEO of Aspire CCS, the afternoon will combine independent market intelligence with candid peer discussion on what is changing, what is working, and what financial institutions should prepare for next.

What We’ll Put on the Table:

• Regulatory change: Can communications keep pace? – How can financial institutions respond faster to evolving regulations while keeping communications clear, compliant and cost-efficient?
• AI: Expectation vs. Reality – Where is AI genuinely reducing effort, improving compliance and personalisation – and where is the promise still ahead of reality?
• Customer Behaviour: Are customers actually listening? – How are changing channel preferences reshaping engagement and are financial institutions investing where customers actually pay attention?
• COMMUNICATION ECONOMICS: Can better communication cost less? – How can smarter communication orchestration reduce operational effort and cost while creating better customer experiences and value?

The Afternoon:

Time	Session
15:15–15:30	Guest arrival, coffee & networking
15:30–15:40	Welcome & Introductions
15:40–16:15	Aspire Briefing: CCM Market Trends
16:15–16:45	Moderated Roundtable: Aspire & Newgen
16:45–17:00	Newgen Perspective: From Communication Complexity to Intelligent Orchestration
17:00–17:30	Drinks & networking

The future of customer communications isn’t about sending more. It’s about communicating smarter.

Canals & Conversations is an invitation-only, closed-door forum designed for senior leaders to compare perspectives, challenge assumptions and discuss what this change means in practice.

Be part of the conversation

Register your interest to join senior BFSI leaders exploring how regulation, AI, cost and changing customer behaviour are reshaping the future of customer communications.