Archives: Agenda

• Discover 10 actionable AI tips that any financial organization can implement—without a massive budget or tech overhaul.
• See how Rabobank transformed from minimal AI use to becoming one of Europe’s most innovative banks.
• Learn from real-world results: what worked, what didn’t, and how to avoid common AI pitfalls.
• Understand how AI can improve customer experience today—across channels, teams, and touchpoints.
• Bonus: How to get quick wins with Generative AI in compliance-sensitive environments

• What is the right balance between human interaction and automated solutions and what are the challenges in achieving it?
• The enduring importance of the human touch and the limits of AI in handling sensitive, high-stakes interactions
• From financial advisors to customer service agents – utilising AI to empower human employees rather than replacing them

• Discover how Agentic AI transforms CX workflows—automating operations at scale to drive loyalty, efficiency, and competitive edge.
• Learn why contact centres are a great place to start and scale AI for immediate impact.
• See a real-time demo of Agentic AI in action—and how it accelerates and de-risks CX modernization

AI has stormed into financial services, promising a revolution. But is it a Trojan horse? While companies race to adopt, a shocking number of customers remain clueless about AI’s role – and harbour deep-seated fears about its potential to wreak havoc on their finances.

This session confronts the elephant in the room: Is AI eroding customer trust faster than it’s delivering value? By leveraging behavioural science, we’ll dissect the trust crisis and arm you with the Trust, Connection, Benefit framework needed to build bulletproof customer relationships with agentic AI.

You’ll walk away with:

• The hidden psychological triggers behind AI distrust
• Strategies for forging genuine connections in an age of automation
• A proven framework to transform AI from a liability into your greatest customer loyalty asset

Senior representative, GlobalData

• Understanding the growing importance of accessibility in today’s consumer experience landscape
• From visual, auditory, cognitive and physical, what are the challenges they face on a day to day and how they affect customer experience
• Designing Accessible digital experiences and making disabled customers feel valued

Senior representative, GlobalData

In recent years, the holy grail of digital servicing has been customer engagement – however, most banking customers don’t see the relationship this way.
How can you transition customers from a purely transactional relationship to an engagement driven relationship, and how do you generate business value from it?

• How banks changed – transactional vs engagement
• The engagement curve
• What customers really want
• Engagement vs business value