Archives: Agenda

Everyone’s launched an AI agent. Far fewer have made it the backbone of their customer experience – especially against the backdrop of FCA scrutiny. So, what separates the two?

• How can you build the business case whilst managing compliance concerns?
• What decisions nearly derailed the project and what does it look like to scale?
• How to measure value when legacy metrics stop telling the right story?

Allica Bank recently joined the list of Britain’s fintech unicorns; how have they adopted an AI first mindset to power growth?

From reducing webpage build times by 89%, increasing daily AI usage from 25% to 70% within a year, and more, how has this changed ways of working for the better?

Against a backdrop of fragmented data, complex onboarding, and rising client expectations, delivering seamless customer experience is a growing challenge when attracting customers.

• How can an AI-powered Onboarding Agent reduce friction, accelerate KYC and onboarding journeys, whilst supporting compliance?
• What are the practical steps towards a more connected, agent-enabled approach to customer experience and service delivery?
• How can Copilot and intelligent Agents amplify human expertise?

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?

How can we harness our rich data holdings to measure and understand evolving customer needs in data as they arise?

Buy Now, Pay Later (BNPL) has reshaped the digital customer experience, removing friction at checkout and boosting conversion. It highlighted a hard truth; making it easy to buy isn’t the same as making it easy to own, repay, manage, or resolve problems. What does BNPL get right, and where does it fall short? From influencing trust, clarity impacting loyalty, and the post-purchase journey experience.