Banking CX is entering a new era, one where intelligent systems reason, understand intent, and act on behalf of customers. Agentic AI makes this possible by powering individual-level personalization at scale, natural conversation-driven interactions, and proactive, outcomes-based engagement – all in service of earning lasting customer loyalty and deepening relationships. This shift spans every touchpoint, from self-service and servicing to advisory and beyond.
This roundtable will bring together banking leaders to share front-line experiences and debate the realities of deploying intelligent, personalized engagement. Participants will collaboratively define what’s working, what’s accelerating time-to-value, and what’s next – providing a space to exchange practical insights and shape the future of AI-driven customer engagement in banking.
Take part in an exclusive, closed-door conversation with your fellow senior leaders, conducted under the Chatham House Rule. This private 60-minute session is dedicated to open, honest dialogue about the market’s most pressing challenges and emerging opportunities.
Attend to gain insights on:
- What separates agentic AI from existing chatbot and automation investments
- How to design for natural, intent-driven conversation and proactive engagement without losing trust or control
- What it takes to deploy agentic AI across the full customer journey
- How to move from AI experimentation to measurable business impact across the customer journey
Welcome and participant introductions
Discussion:
- From assistance to action: what distinguishes agentic AI from the chatbots and rules-based automation banks have already deployed?
- Personalization at the individual level: what does it take to move from segment-based personalization to true one-to-one engagement at scale?
- Designing for natural conversation: how should banks rethink interaction design where customers can express intent in their own words, rather than navigating menus?
- Proactive engagement: what’s required (technically and organizationally) to shift from reactive servicing to agents that anticipate and act on customer needs — and how does this free teams to focus on higher-value interactions?
- Trust and control: how can banks give agentic AI the autonomy to act on customers’ behalf while maintaining the trust, transparency, and governance that banking demands?
- Beyond self-service: what would it take to extend agentic AI credibly into servicing and advisory, where stakes and complexity are higher?
- Earning primacy: how does agentic, personalized engagement translate into deeper customer loyalty and measurable business outcomes – and what should banks track to prove value?
Closing remarks
(60 minutes)
Speakers include:
Yashaswini Nalla
VP, Principal Platforms Engineer
Citizens Bank
Sachin Tandon
Principal, Global Banking Market Development
Amazon Web Services
Kris Gedman
Sales Leader - Banking & Mortgage
Amazon Web Services
Request an invitation
This roundtable is designed for senior figures working across banking and financial services.
Fill in this short form if you meet the above criteria and would like to participate in the discussion on September 15. All invitation requests will be vetted and approved (or declined) by the organizer.
About AWS
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