Rohan Basu

Global Head of Operations Wise

Day One

11:50 AM KEYNOTE CASE STUDY PRESENTATION - Applying AI in Operations to Redefine CX Beyond the Contact Center

Customer experience in financial services is shaped as much by back-office operations processes as by frontline support, with smooth onboarding, effective KYC, financial crime prevention, and seamless payments just as high on customer priority lists. To deliver on these expectations at scale, learn how Wise - serving 15 million + customers globally - shows how AI can copilot with financial crime teams, payment flows, onboarding & KYC - as well as bring exceptional customer contact experiences - and bring operational efficiency while protecting customer trust. The trade off between cost, quality, and speed is no longer a trade off - you can have your cake and eat it too.

Uncover the measurable impact AI can have and walk away with practical insights on embedding it responsibly as this case study explores:

• Applying AI in financial crime, fraud, KYC and customer support and identify subtle, complex patterns to detect fraud faster, more proactively and with greater accuracy

• Thinking behind balancing opportunity and risk by identifying when AI should be deployed, how to validate models and where vulnerabilities may require a human-first approach

• Ensuring guardrails for responsible AI adoption are in place by aligning inhouse and third-party systems with regulatory requirements and operational risk frameworks

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

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