Archives: Agenda

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?

How can financial firms offer greener and social supportive services? What are these customers demanding?

Asking to speak to a human is a common request when contacting a call centre. How do you ensure complex, or emotional customer issues always defer to human interaction, while delegating lower level inquires to chatbots or self-service?

How can firms achieve this without making the customer abandoned in times of need?

How can contact centre employees feel confident that they have the right tools and resources to do their jobs.

Scaling the human experience within a digital journey. In the age of 24/7, always on digital offerings – how do firms maintain personalisation, contact and trust? How can organisations optimise the vast amounts of customer data and experiences to create a profitable and modern financial services provider?

How AI can be used to reduce employee training and bring faster support for client relationships.