AI is reshaping mobile banking, enhancing customer service, and personalizing user experiences. Witness the transformation driven by data intelligence, with apps tracking user behavior to offer insights on savings, expenses, investments, and more.
AI in BFSI 2024 will equip you to manage data assets, ensure data quality, and harness AI for data-driven decision-making. Focus on the development of AI-driven products and services tailored to the BFSI industry. Understand the implications of AI on regulatory compliance, ensuring adherence to standards and discover the seamless integration of AI technologies into user interfaces for banking and insurance applications, ultimately elevating user experience.
Event Themes:
- Optimize data assets and guarantee data quality through AI, empowering informed decision-
making. - Employ AI for robust risk assessment, fraud detection, and compliance in the BFSI sector.
- Innovate by crafting AI-driven products and services specifically designed for the BFSI industry.
- Navigate the regulatory landscape, grasp AI implications, and uphold standards and regulations.
- Elevate user experience in banking and insurance with seamless integration of AI technologies into interfaces.
Early Invited Speakers include:
Learn speakers of the AI for CX 2024 - Artificial Intelligence For Customer Experience In Financial Services 2024 Summit.
National Head of Ai and Analytics, Kinesso
Director, Industry & Innovation, ANZ
Chief Information Security Officer (CISO), Commonwealth Superannuation Corporation
Program Manager - Business Excellence and Transformation, NAB
Director, Customer Experience Optimisation, Verint
Director, Data Science, Australian Taxation Office
ex-Deutsche Bank, ex-LSEG
Director - Technology Consulting, Protiviti
Independent Consultant & Advisor
former Global Pension and Retirement Leader, EY
Director, Queensland AI Hub
GM - Data & Analytics Capability Development, Equifax
Senior Manager - AI, ML and Data Science, nib Group
Director, CX Automation GTM Strategy, APAC, Verint
CEO & Chairman, Global Institute of Artificial Intelligence
Founder, CEO, dotinfinity
Senior Manager, Cyber Architecture, Commonwealth Superannuation Corporation
Get Involved
Interested to be a sponsorer/speaker for this event?
Our Sponsors
GOLD SPONSOR Verint helps you deliver AI outcomes now to solve your most pressing CX automation challenges in the contact center and beyond. With data and AI at the core, you can go well beyond incremental benefits to dramatically lower costs and elevate CX. See outcomes in weeks, not months or years. More details- https://www.verint.com
Event Schedule
Learn schedule, program and topics of the AI for CX 2024 - Artificial Intelligence For Customer Experience In Financial Services 2024 Summit.
STEPHEN HUPPERT
Independent Consultant & Advisor
• How change management strategies minimize resistance and ensure smooth integration of AI tools to enhance operational efficiency
• The role of change management in reskilling teams, aligning AI with human capabilities, and fostering a culture of collaboration between AI systems and employees
• Leveraging change management to build adaptable frameworks that maintain agility, continuously optimize AI applications, and scale innovations for every department.
KELLYN COETZEE
National Head of Ai and Analytics, Kinesso
• Pillars of AI Strategy – Data Stratergy & Privacy, AI Ethics/Legal, AI Risks & Governance, AI Security, AI Talent Management, AI Change Management
• The four tactical approaches of AI for CX in financial services
• Next generation AI Technology Adoption Framework and Models – Tools, Technologies, Infrastructure
• AI on Cloud – Challenges and Solutions (When to host On-prem versus when to use cloud based LLM’s/AI Models)
ARCHANA YALLAJOSULA
Director - Technology Consulting, Protiviti
• Enhancing digital banking customer interactions by constructing an agile Ai environment
• Strategically assess how to strengthen and deepen the customer experience as increasing numbers of customers switch to digital banking
• Streamlining responsiveness with conversational Ai
• Focussing on developing Ai-driven products and services to enhance customer retention
MADHU VENKATAKRISHNA
Director, Industry & Innovation, ANZ
11:00 NETWORKING BREAK
• Managing the Ai strategy and direction
• How are we thinking about Ai whilst understanding the power of human beings?
• How are we using Ai for personalization and customer predictions?
• An update on the integration of ‘nib GPT’ and getting LLM models into production
EMMA BLANUSA
Senior Manager - AI, ML and Data Science, nib Group
In today's rapidly evolving business landscape, executives are constantly seeking ways to make faster, better informed decisions. Artificial intelligence has emerged as a powerful tool for enhancing customer experience (CX) and providing valuable insights to drive strategic decision-making. Join Kate Zawerucha and Ian Harrison
from Verint as they explore how AI-powered bots are revolutionizing the way organizations unlock fast insights for executive decision-making.
• Discover how to streamline data analysis and provide real-time insights to support executive decision-making processes.
• Learn about the practical applications of AI in customer experience management, including automated interactions and personalized customer journeys.
• Explore case studies and best practices for implementing AI solutions to drive business outcomes and improve operational efficiency.
IAN HARRISON
Director, Customer Experience Optimisation, Verint
KATE ZAWERUCHA
Director, CX Automation GTM Strategy, APAC, Verint
12:40 NETWORKING LUNCH
The art of harnessing AI's capabilities in BFSI while upholding the pillars of security and trust. In this session we will gain insights into embedding AI seamlessly into BFSI processes, ensuring robust defences against threats, and fostering customer trust in an AI-driven era.
• Integrate AI solutions into BFSI workflows without compromising data integrity or security.
• Develop transparent AI systems that customers and stakeholders can trust and rely upon.
• Delve into proactive measures and advanced AI technologies to fortify BFSI sectors against emerging cyber threats.
DAMINDA KUMARA
CISO, Commonwealth Superannuation Corporation
PAUL EVANS
Senior Manager, Cyber Architecture, Commonwealth Superannuation Corporation
• How does AI integration work and what sort of internal processes or workflows are you improving?
• How are you classifying and communicating these projects internally and what’s the core objective when leveraging Ai?
• Are you attempting to be fully automated?
• How can this propel operational efficiency by harnessing the power of advanced AI support systems?
MIHAIL DUNGAROV
ex-Deutsche Bank, ex-LSEG
15:00 AFTERNOON TEA
• Introduction to AI-Driven Leadership
• The Strategic Importance of AI for Leaders
• AI and Business Transformation
• Upskilling & Reskilling: Preparing Teams for an AI Future
• Building an AI-Ready Organization
• Ethics and Responsibility in AI Leadership
• Conclusion: The Future of Leadership in the AI Era
SANDEEP BHALEKAR
CEO & Chairman, Global Institute of Artificial Intelligence
• Strategising data integration & fusion to enable AI
• Impact of long-term data transformation on planning & collaboration
• Reorienting AI disrupted data transformation roles
ANDREW CHAN
GM - Data & Analytics Capability Development, Equifax
16:50 CLOSE OF CONFERENCE DAY ONE
17:00 Networking Drinks
18:00 Close of Conference Day One
STEPHEN HUPPERT
Independent Consultant & Advisor
As AI transforms customer experience (CX) in financial services, the focus often skews toward compliance and operational efficiencies.
But what if we shifted our lens to prioritise human impact? This talk explores strategies to make AI work for—not against—the people it affects most, from customers to employees and regulators. We’ll look at how to centre AI applications around real human challenges within regulatory frameworks, ensuring that technology does not simply comply with the law but enhances trust and transparency for all stakeholders.
SHARBANI DHAR
Founder, CEO, dotinfinity
Redefining your approach to digital ecosystems, coupled with a well-defined AI strategy, can propel your organization from
experimental stages to implementation. This session will be in masterclass format and remain interactive throughout. Areas for
consideration include:
• Where to begin on the Ai deployment journey
• The challenges associated with deploying AI capabilities and discovering how adopting AI as the cornerstone can reshape your
value propositions and revolutionize customer experiences.
• Dissecting the intricacies of Ai and scaling up and spearheading the digital transformation journey.
• From experimentation to execution, navigating the practical landscape of AI
STEPHANIE CHAOUSIS
Director, Queensland AI Hub
11:20 NETWORKING BREAK
AI STRATEGY
• The why? How Gen AI, with its advanced capabilities in machine learning, natural language processing, and other AI technologies, offers tremendous opportunities for innovation and problem-solving
• Empowering Human-AI Collaboration - Exploring how Gen AI can empower human-AI collaboration to enhance productivity, creativity, and decision-making Building trusted relationships
• Strategic use cases that transform outcomes.
JOSEF PILGER
Former Global Pension and Retirement Leader, EY
12:30 NETWORKING LUNCH
• Discussing the Ai reworking of integration pain points from a process lens
• Gaining a seat at the table and viewing the learnings of process change and tech implementation
• What steps are we taking to close the gap internally to understand business objectives, not just CX as part of the end goal
RODRIGO MUSICANTE
Program Manager - Business Excellence and Transformation, NAB
• Ethical Ai uncovered
• AI data governance model
• Ai risk management approaches
TRUNG VO
Director, Data Science, Australian Taxation Office
INTERACTIVE ROUNDTABLE DISCUSSION
• Balancing Human and AI Capabilities
• Building Trust in AI-Driven Financial Services
• Practical Steps for AI Implementation
• Future-Proofing Your AI Strategy
STEPHEN HUPPERT
Independent Consultant & Advisor
16:15 Chair’s Closing Remarks
Close of Conference Day Two
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