As financial institutions continue to explore emerging technologies to transform customer experience, quantum computing is increasingly being discussed as a potential game changer. But how much of the narrative is real, and how much is still speculative? This session will separate promising applications—such as fraud detection and hyper-personalization - from the hype, drawing on recent financial services case studies to explore where quantum has begun to make an impact. It will also help CX and digital leaders understand what they can do now to prepare for a longer-term shift in computational power - even if adoption isn’t imminent.

• Where does quantum computing genuinely show potential in enhancing CX today, and where is the narrative overstated?

• Exploring recent examples from financial institutions - what’s actually been achieved with quantum so far?

• What should CX leaders be doing now to stay informed, build internal understanding, and engage with emerging vendors effectively?