Paul McGarrigle

Agentic AI is transforming customer service and contact operations, enabling faster resolutions, proactive support, and richer experiences. This case study showcases how one organisation has successfully implemented agentic AI, balancing automation with the personalisation and empathy

customers expect.

• Explore how agentic AI was deployed to improve speed, accuracy, and service quality.

• Understand the safeguards and training needed to ensure AI aligns with brand voice and service values.

• Measure the impact of agentic AI on customer satisfaction, operational efficiency, and employee

With a ‘customer first’ philosophy at its core, learn how Tandem Bank pairs product and customer service excellence to power their growth journey as a digital bank. This session explores how Tandem Bank is building the operational and cultural foundations for sustainable expansion, with a customer focus, scalable infrastructure and data-driven insights turning customer signals into meaningful action:

• How customer signals and sentiment data are guiding strategic priorities and investments

• Operational frameworks that connect service quality to measurable business outcomes

• How Tandem thinks about growth enabling operations and culture to scale customer first growth