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.

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.

.

• 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.

AI agents are ready to perform high impact, high risk actions: cancelling cards, updating addresses, debugging difficult transaction issues. How do we know? They’re already doing it. While most institutions are stuck on “can it do it”, others are leaving them behind by leaning in - thoughtfully - and taking risks.

While the risks of AI getting something wrong are discussed ad nauseum, institutions need to ask what the risks are of being left behind. Join this session to discover why adopting AI now could be the key to ensuring your CX doesn’t fall short on customers’ expectations.