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Customer Onboarding Journey Workshop for Mutuals and CDFIs

Tuesday 1st December 2026 | 9:30AM - 3PM
Edinburgh Futures Institute
Register your Interest

Who this is for:

This hands-on workshop is for Mutuals (credit unions and building societies) and Community Development Finance Institutions (CDFIs) that want to look at customer onboarding beyond just the signup – the early experiences that create value, build the relationship and give them reasons to keep coming back.

Places are limited to 8 organisations, and we recommend two people per organisation.

What to expect:

  • Map your current onboarding journey and pinpoint the moments that matter most
  • Identify where customers stall, where teams face friction, and where improvements could have the most impact
  • Work with experts to explore ideas, challenge assumptions and focus on changes you can realistically take forward

    • What you’ll leave with:

  • Insights into how to make onboarding simpler and more valuable
  • A shortlist of priority improvements
  • A practical action plan for your next steps

    • “It really helped me understand what adds value from a customer’s perspective. It’s been brilliant for both organisational impact and personal development with a great mix of academic and industry insight and stimulating in so many ways.”
    Shiona Crichton, CEO Moneyline

    This workshop is delivered by Future Finance, in partnership with FinTech Scotland.

    Agenda

    9:30AM

    Arrival and coffee

    10AM

    Workshop starts

    12.30PM

    Lunch (provided)

    1PM

    Workshop resumes

    3PM

    Workshop ends

    Register your Interest