Mark Blake

BFSI Industry Practice Lead Stibo Systems

CX BFSI Exchange - Day 2

8:55 AM Keynote Opening Panel Discussion: AI Vs Trust - A Balancing Act

As AI becomes embedded in operations, financial services leaders face a defining question: how do you capture AI's productivity gains without undermining the human judgment your customers rely on?

This panel explores what it means in practice to calibrate the right level of human oversight as trust in AI matures. Panelists will share real-world case studies on how they've introduced AI into high-stakes operations while keeping agents empowered, customers protected and regulators satisfied.

Attendees will leave with:

● A clearer mental model for where AI should assist, where humans must lead, and where AI can own end-to-end

● Practical approaches to building trust in AI - both within your organization and with your customers

● Lessons learned from scaling AI in regulated, customer-sensitive environments

CX Insurance Exchange - Day 1

4:50 PM Panel Discussion: Can AI Ever Deliver Great CX If Customer Data Remains Disconnected?

Customers expect insurers to know who they are regardless of how they engage. Yet fragmented systems, inconsistent customer records and legacy operating models continue to create friction that limits both customer experience and the ability for AI to be scaled to its true potential.

This panel explores the foundations insurers must strengthen before AI can deliver on its promise:

• Learn how to modernize data architecture and operating models to eliminate fragmented customer journeys and improve omnichannel continuity.

• Uncover the data foundations needed to unlock AI at scale, ensuring customer information is accurate and accessible to power trusted personalization and automation.

• Discover how data governance ensures every AI decision can be understood, explained and traced back through the data that informed it – setting your business up for stronger auditability and greater regulatory readiness without slowing innovation.

Check out the incredible speaker line-up to see who will be joining Mark.

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