Agentic AI has the potential to radically transform customer interactions, improving relationships and loyalty through real-time personalised insights, and automating and augmenting customer support workflows to drive better customer outcomes at lower cost. The question all banks now face is how to unlock this potential and deploy agents effectively in practice.
To do so, banks must turn unstructured data into real-time insights that seamlessly embed into customer journeys, triggering relevant conversational recommendations that can identify and solve customer problems proactively, all while ensuring adequate guardrails are in place to prioritise customer privacy, outcomes, and empathy.
To achieve this requires an enterprise-level strategy. As such, this roundtable will bring together C-suite leaders, directors, and department heads from across the business – including those working in customer experience, contact centres, product, operations, digital transformation, AI, data and IT – to explore how banks can realise the transformative potential of cognitive banking by implementing AI agents in practice.
Welcome and participant introductions
Discussion:
- Defining a clear AI strategy: which key outcomes and business cases should banks be focusing on? How can technical and strategy teams get buy-in from their boards during a period of AI experimentation?
- Overcoming the challenges: from legacy tech and data orchestration to navigating risk, where are the biggest operational roadblocks to AI deployment and what strategies will remove them?
- From reactive to proactive: where are banks on the journey from reliably identifying to predicting and anticipating customer needs? And how can banks work to unlock more personalised insights?
- Enhancing customer support teams: where can AI copilots and agents be used to augment workflows and equip human staff with the tools needed to better manage customer queries?
- Humanizing the AI bot: how can agents bridge the gap between database and natural conversations to provide recommendations that feel empathetic, relevant and right?
- Balancing innovation and responsible governance: how can banks deliver on AI innovation at pace while remaining compliant, safe, and ethical?
Closing remarks
(60 minutes)
Speakers:
Aysara Yusupova
Head of Digital Channels and Data Analytics - Europe
Standard Chartered Bank
Nathan Rogers
Strategic Lead, AI Orchestration & Banking Transformation
NiCE
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 6 May. All invitation requests will be vetted and approved (or declined) by the organiser.
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.
