Bill Gray
Senior Director, Operations Self Financial
Day One | Monday, 1 June, 2026
4:50 PM EVENT PARTNER PANEL | Implementing AI in Financial Services CX: Test Plans, Quality Bars & Humans in the Loop
Bringing AI into customer experience often happens in stages for financial services teams. This session covers the practical decisions teams face: how to set a quality bar before going live, what a test plan looks like, where humans stay in the loop, and how to expand from one channel to the next. Bill Gray and Elizabeth O'Connor of Self Financial join to share what they considered, what they built, and what they saw in the early stages of launching AI CX at Self.
Check out the incredible speaker line-up to see who will be joining Bill.
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