Anna Greenwald

With AI capabilities advancing faster than organizational readiness, senior CX leaders must make critical decisions about where automation belongs, where humans must remain central, and how both can work together to create meaningful value. This panel examines how financial institutions determine AI readiness, prioritize use cases, protect customer trust and ensure every investment delivers measurable improvements in experience, efficiency and competitive differentiation.

• Identify the CX journeys, functions and pain points most suitable for automation vs hybrid human-AI models

• Build evaluation frameworks that weigh efficiency gains, customer sentiment, regulatory risk and data sensitivity

• Determine ownership and cross-functional alignment for AI deployment in CX

• Measure ROI beyond cost savings, linking AI impact to margins, loyalty, retention and employee empowerment

As GenAI and automation evolve, competitive advantage is shifting from isolated use cases to how seamlessly capabilities connect across the organization. This session explores how leaders are unifying automation across customer, employee and operational journeys to drive measurable enterprise impact.

• Design connected operating models by aligning governance, ownership and cross-functional collaboration to move beyond siloed automation initiatives.

• Enable seamless orchestration across business units to support faster, smarter execution.

• Learn how you can maximize automation ROI through delivering consistent experiences, improve efficiency and unlock greater value from automation investments

This session brings to life how closer cross-functional collaboration can uncover hidden friction and radically improve customer journeys. Through a real-world case study, discover how deep analysis of customer interactions - from calls and enquiries to digital behaviour - revealed where experiences were breaking down and where smarter, more proactive communication could make the biggest impact.

By aligning customer insight with operational and product priorities, identify how you too can simplify journeys and introduce intelligent automation in ways that genuinely enhance customer experience – where stronger self-service and more joined-up digital experiences work for both customer and business.

• Learn how to use customer feedback, contact data and insight to pinpoint friction across customer journeys

• Establish proactive, insight-led communication and intelligently deployed automation to resolve issues before they arise to reduce the need for customers to make contact while enabling smoother, more intuitive use of financial products and services

• How operations, product and digital teams can collaborate to design seamless, scalable digital experiences