JP Morgan I Operationalizing AI in CX: Practical steps, risks and guardrails Recordings

Moving AI from prototype to production is where the promise of better CX meets reality. In regulated industries especially,u that journey is littered with hard constraints. In this session, Mrunal Gangrade, VP at JPMorgan Chase, will walk us through what it takes to deploy and govern AI in customer-facing environments where data privacy and cybersecurity aren’t afterthoughts but non-negotiables. Drawing on two decades of engineering experience in financial services and hands-on work moving systems to cloud and into production, we will focus on real operational challenges such as training, choosing build vs buy, spotting data drift, and putting transparency and ethics at the centre of AI deployments.

You’ll hear practical guidance on starting small, proving value, and scaling safely, including how to identify what to automate, how to embed explainability into your models, and why continuous monitoring is essential to prevent models from silently degrading.

Attendees will learn:

• How to move from development to operationalization in a regulated environment.
• Practical guardrails for safe AI, including explainability, continuous monitoring for data drift, and integrating ethics and security into governance.
• How to make build vs buy decisions and prepare teams (training, tools, cross-functional governance) so AI delivers real, sustainable CX improvements.