Archives: Agenda

Omnichannel or Omnishambles? – Workshop

The 24/7 always on digital experience required by customers means they will access services via multiple channels. Mapping that customer journey reveals multiple friction points and siloed data points.

How can firms offer a seamless customer experience and avoid the shambles?

[Case Study] AI Learnings from the UK’s fastest-growing company

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?

Tracing the real AI journey – from launch to scaling

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?

Reimagining Customer Engagement in Financial Services: An Agentic Approach

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?

[Panel Discussion] The AI agents are coming

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?