NORTH AMERICA'S PREMIER INVITATION-ONLY MEETING FOR CX & CUSTOMER CONTACT LEADERS IN FINANCIAL SERVICES

October 14-15 2025 | Miami Marriott Biscayne Bay, Florida

Trish Wethman

Chief Customer Officer Best Egg

CX Exchange for BFSI Day 1

11:10 AM PANEL DISCUSSION: BEYOND THE BLACK BOX: INNOVATING WITH AI IN CX - ENHANCING EXPERIENCES WHILE MITIGATING RISKS

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.

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

Download The Latest Agenda