Mark McMahill

Head of Design Thinking Equitable

CX Insurance Exchange - Day 1

5:25 PM Expert Keynote Presentation: Can AI Ever Deliver Great CX If Customer Data Remains Disconnected?

In an era where AI disruption and digital-first challengers are redefining Financial Services, real transformation often starts on the frontline with the people closest to the customer. Hear how Equitable empowers employees, flattens hierarchies and embeds agile ways of working to unlock insights traditional strategies may miss.

Step inside a transformation where psychological safety fuels honesty, and frontline teams surface the workarounds, friction points and 'hidden truths' that reshape internal process optimization and customer journeys. See how

Design Thinking can expose immediate opportunities for impact, while laying the groundwork for scalable automation and AI-driven evolution.

More than a story, this session is a playbook you can use to activate your own teams, secure executive alignment and translate insight into action!

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

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Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com