Archives: Agenda

As AI agents take on more decisions and actions, The scourge of fragmented and unreliable data will emerge as the number one reason why agentic AI projects fail in the coming years. When data isn’t trusted or is silo’ed, the very efficiencies promised by AI slow down, customer journeys fragment, and ROI suffers. Data is now a senior leadership priority.

Banking and financial services is increasing access not via traditional channels but embedded within various customer offerings. Ultimately, embedded finance and open banking is changing how customers access services and understand trust.

• How can banks maintain visibility in customer journeys they do not own?

From current accounts to mortgages to pension plans, there are not many differences between competitors’ financial products.

• What sets different brands apart?
• How are tailored experiences developed in a way that increases the speed to ROI and deepens loyalty?

CX is a discipline within most organisations, sitting on the edge of marketing, relationship management and product design. Rather than just a job spec, shouldn’t CX be embedded in every job description?

• How can senior leaders move CX to the top of the pile?
• How can CX thinking impact internal culture?

As many banks seek to close physical branches, many still need access to a location that exists in real life. Older people, the underbanked, and small businesses all rely on cash-based services that require some high street presence.

• What is replacing the branch?
• Are community hubs the answer?

AI is already influencing decisions at scale. What happens when banks and financial firms start relying on agentic AI that can make autonomous decisions? Where do humans work within this environment with these new AI coworkers?

• Will the emergence of agentic AI create a more collaborative or combative experience?
• Which decisions can be automated, and which should be ring fenced?
• Who is ultimately accountable?
• Whose side is agentic AI on – the bank or the customer?