AI-Driven Agents, Human-Centered Service
July 15 - 16, 2025
| Free CX Network Webinar Series
As a collaborative leader Laura works cross functionally with engineers, designers, business stakeholders and customers to align AI product strategies with Virgin Moneys organisational goals and regulatory requirements. Throughout their career Laura has blended a deep understanding of customer needs, digital offerings and emerging AI technologies to create user centric virtual assistants that simplify complex banking tasks, enhancing accessibility and boost customer satisfaction by leveraging data analytics and continuous improvement Laura has driven substantial enhancements in customer engagement, response accuracy and self serve efficiency.
In a world where personalisation and digital convince are vital, Laura is dedicated to pioneering solutions that make financial services more intuitive, accessible and future ready through the power of conversational AI.
Day One - July 15
12:00 PM Beyond the bot: Virgin Money’s contact center evolution through conversational AI
Virgin Money has restructured its contact center operations to include the conversational banking function, placing digital and human touchpoints on a level playing field. In this fireside chat, Laura MacLeod, Digital Product Strategy Senior Manager at Virgin Money, is joining to explain how this shift is enabling a smarter, more joined-up service experience, and why AI isn’t replacing agents, but enhancing their value.
With hundreds of thousands of monthly interactions now handled by a 24/7 virtual assistant, including complex queries like fraud, Virgin Money is seeing a surprising trend: contact volumes are rising. Easier, faster service is driving repeat use of the virtual assistants, especially in the small hours when support used to be out of reach.
Discover how the team is using Microsoft Copilot to summarise conversations and support agents through a unified desktop, and why transparent, ethical AI is central to both colleague buy-in and customer trust.
Attendees will learn:
- Why contact volumes can rise after AI is implemented and why that’s a good thing
- How Virgin Money is embedding AI to support, not replace, its contact center teams
- The role of ethical design in building trust across digital and human channels
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