About
Gemma Faerch
Co-panelists
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Experience Design Director
Absa Personal and Private Banking
Gemma Faerch believes that great design should make the complex feel simple. As Experience Design Director at Absa, she leads customer experience strategy and digital transformation across key banking journeys. With over 18 years of experience in design, she is passionate about creating human-centred experiences that build trust, simplify complexity, and deliver measurable business impact.
Whether influencing decision-making, mentoring designers, or speaking to audiences locally and internationally, Gemma champions the role of design as a strategic business lever. Her work focuses on helping organisations create experiences customers can trust in an increasingly connected digital world.
Fireside chat
Can Brand Trust Scale Across Ecosystems?
Talk topic
As customer experiences increasingly span platforms, partners, and interconnected services, trust is no longer built by a single organisation alone. This panel will explore what it takes to create and sustain trusted experiences across complex ecosystems where multiple brands, technologies, and stakeholders contribute to the customer journey.
From embedded services and strategic partnerships to data sharing and AI-powered experiences, the discussion will examine how organisations can deliver consistency, transparency, and accountability when customer trust depends on many moving parts rather than a single touchpoint. Drawing on real-world examples, panellists will unpack the opportunities ecosystems create, the risks they introduce, and whether trust can truly scale across organisational boundaries.
Co-panelists
Talk topic
