Chair's opening remarks and introduction

As financial institutions increasingly turn to AI to drive customer experience innovation, CX and CS leaders must balance the transformative potential of these technologies with a deep awareness of inherent risks. This session examines how to push the boundaries of AI innovation while establishing critical guardrails to ensure fairness, transparency, and ethical governance.

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• Identifying and understanding the points where bias can enter AI-driven customer interactions
• Implementing strategies for auditing and mitigating bias to maintain customer trust
• Balancing rapid innovation with robust AI governance to safeguard ethical standards –
• Working with internal teams to support innovation alongside governance
• Establishing regulatory-aligned frameworks for transparent AI decision-making
• Creating AI-powered experiences that enhance customer relationships without compromising integrity

Join us to gain actionable insights on building an agile, forward-thinking CX strategy that leverages the best of AI - while ensuring your innovation is anchored by clear guardrails and sustainable risk management.

The rapid adoption of AI across regulated industries, including insurance, introduces powerful opportunities but also new layers of risk. To ensure trust and compliance, insurers must establish robust governance frameworks before deploying AI tools at scale. In this session, we’ll explore the principles of responsible and ethical AI use. We’ll then shift to practical use cases where AI can drive tangible business value, such as enhancing profitability and reducing claims fraud, while maintaining accountability and customer trust.

Learn:

• Responsible and ethical use of AI in regulated industries
• Potential AI use cases in insurance