Sami Huovilainen

Managing Director, Head of Next Generation Analytics, US Personal Banking Citi

Sami Huovilainen is an Analytics and Data Science leader at Citi US Personal Banking with 25 years of experience in translating data into insights, strategy, and business outcomes. As a Head of Next Gen Analytics at Citi, Sami is responsible for designing, building, and deploying AI/ML & Gen AI solutions and translating Big Data vision and findings into tactical implementable steps and tangible outcomes. Prior to joining Citi in 2004, Sami spent five years at JPMorgan Chase as a Data Scientist.

Day Two | Tuesday, 2 June, 2026

12:50 PM KEYNOTE PRESENTATION | GenAI-Enabled Customer Service: What Citi Learned Scaling Responsiveness

Trace Citi’s journey toward deploying customer-facing GenAI responsibly, from early business case momentum through to scaled execution.

• Learn key challenges and lessons learned in building out AI capabilities, including the cross-functional effort, people-centred change and operating models that align customer service, technology teams and executive sponsors.

• Hear how robust guardrails were established for externally facing AI, integrating new approval processes into existing governance frameworks to ensure responsible & ethical deployment.

• Uncover the path from business case to predictive ROI, demonstrating how early value creation and CX improvements build organizational confidence to tackle more complex use cases.

Gain insights equipping you to develop a practical roadmap for change, to strengthen your decision-making through data and elevate your CX capabilities in customer service to unlock automation’s opportunities.

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

Download The Latest Agenda

In Partnership With:

QUESTIONS?

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