Five accessibility trends shaping the future of Financial Services
Kelly Chan | 21 Aug 2026Financial services organisations are navigating a period of rapid change. AI is reshaping products and services, regulators are paying closer attention to customer outcomes, and expectations around accessibility and inclusion continue to grow. 
Accessibility is no longer just a compliance issue. It's increasingly connected to customer trust, digital innovation, risk management and commercial success.
Take a look at five sessions coming up at AbilityNet TechShare Pro that explore accessibility, AI, customer experience and inclusion trends that are shaping financial services.
1. Accessibility, trust and business growth
John McDonald, Global Chief Marketing Officer at HSBC, and Jonathan Castleman, Global Head of Brand at HSBC, will demonstrate to marketing, customer experience (CX) and communications leaders how accessibility can boost business outcomes.
Trust, regulation and customer experience are key competitive differentiators, making accessibility a strategic business priority.
- Accessibility helps build customer trust through more inclusive, user-friendly experiences.
- Organisations that invest in accessibility strengthen brand reputation, loyalty and long-term business performance.
2. AI and Accessibility: Risks and Rewards 
Attendees will hear from global leaders at Microsoft, GitHub, Amazon, Meta and many others, about the opportunities AI creates and the risks organisations need to address. This includes the legal and regulatory pressures facing financial services organisations.
Banks, insurers and fintechs face challenges as AI moves from experimentation to everyday business practice. As AI adoption accelerates, financial services organisations must balance innovation with regulatory compliance, responsible governance and inclusive customer experiences.
- How accessible and inclusive AI tools can support a wider range of customers.
- Emerging regulatory expectations and governance considerations for AI.
- Practical approaches to balancing innovation, trust and compliance.
3. Accessible Customer Journeys and Working with Vulnerable Customers
Workshops, forums and panels will move beyond compliance to focus on creating genuinely inclusive customer journeys, and the link between financial inclusion and support for vulnerable customers.
Inclusive customer journeys help organisations meet the needs of diverse and vulnerable customers while reducing friction and improving outcomes.
- Designing customer journeys that are secure, efficient and accessible.
- Reducing friction while supporting customers with diverse access needs.
- Creating inclusive services that better support vulnerable customers across every touchpoint.
4. The Purple Pipeline: Disability Employment and AI Recruitment
Accessibility doesn't stop with customers. Sessions about the Purple Pipeline and the impact of AI-powered recruitment on disabled people will highlight concerns about how organisations attract, recruit and retain talent. 
- Understanding the risks AI recruitment tools can create for disabled candidates.
- Building more inclusive pathways into digital, technology and leadership careers.
- Exploring how diverse teams contribute to innovation and better customer outcomes.
For financial services organisations competing for digital talent, this topic combines social impact with business necessity. Diverse teams often lead to better products, stronger innovation and deeper customer understanding.
5. Accessibility and Cybersecurity
Workshops and demonstrations will underline the connection between accessibility and security. Both are essential elements of trust, yet organisations often struggle to balance the two.
From authentication processes and identity verification to fraud prevention and secure communications, financial services teams continually face decisions that affect both usability and security. Security and accessibility must work together to protect customers, support digital trust and ensure essential services remain usable for everyone.
- Designing security processes that protect customers without creating barriers.
- Making authentication, identity verification and fraud prevention more accessible.
- Balancing usability, accessibility and security to strengthen customer trust.
Ready to turn insight into action? Join thousands of accessibility, digital and disability professionals at AbilityNet TechShare Pro 2026.
Secure your London ticket or register for free online today
Learn from Global Accessibility Leaders
Financial services attendees will also have the opportunity to learn from an impressive line-up of confirmed speakers, including:
- John McDonald, HSBC
- Jonathan Castleman, HSBC
- Alan Schwarz, Forbes Accessibility 200
- Neil Barnett, Microsoft
- Rylin Rodgers, Microsoft
- Ed Summers, GitHub
- Peter Korn, Amazon
- Elodie Fichet, PhD, Amazon
- Lainey Feingold, disability rights lawyer
- Jennison Asuncion, GAAD Foundation
Together, they will bring perspectives spanning technology, business leadership, disability inclusion, customer experience, policy and innovation.
Why Financial Services teams should attend
Whether you're responsible for digital channels, customer experience, compliance, AI, governance, accessibility, IT, cybersecurity or brand strategy, the issues being discussed at TechShare Pro 2026 are now business critical.
Accessibility is no longer a standalone issue. It is closely linked to trust, customer support, responsible innovation, and the future of financial services.
TechShare Pro 2026 takes place on 18-19 November and marks the event's 10th anniversary, bringing together global experts and practitioners from across accessibility, technology and inclusion.
Get your ticket for TechShare Pro 2026
Further resources for Financial Services Teams
AbilityNet TechShare Pro is just one way to stay informed about accessibility, digital inclusion and customer experience in financial services
- Explore AbilityNet's Digital Accessibility in the Financial Sector hub for guides, reports and practical resources
- Check out our AI blog series for our Head of Digital Inclusion’s perspective on AI and accessibility
- Get in touch with AbilityNet to discuss accessibility audits, training, testing and consultancy services