Mike Downing

Chief Information Officer WPA Health Insurance

Day Two

2:35 PM EXPERT PANEL DISCUSSION - Where Empathy Meets Automation – What are the Opportunities & Boundaries for AI in Customer Journeys?

This panel will tackle the big question: how far should AI go before human guardrails & empathy take over? We’ll explore where AI can deliver real value to customers, when the human touch becomes non-negotiable, and how

to design journeys that meet every customer segment - from digital-first adopters to those who need the reassurance of speaking to a person.

Where should AI step in - and where must humans stay in the lead - to deliver the best customer experience?
What is the true “premium” empathy brings to financial services, and how do we measure it?
How can AI meet the needs of every customer segment without eroding trust or breaching compliance?

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

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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