While Generative AI is a widely discussed topic, many CXOs in the BFSI sector are still exploring how to confidently deploy it to generate tangible business value. That landscape is beginning to shift — particularly in customer experience management, which lies at the heart of financial services.

Today’s customers expect every interaction with their bank or insurer — whether it’s applying for a loan, checking policy details, or making an investment decision — to be as seamless and personalized as the face-to-face conversations they once had with their trusted relationship managers.

Generative AI is making this possible by bringing personalization, efficiency, and intelligence into every customer journey. From automated yet human-like conversations to hyper-personalized product recommendations and predictive service models, AI is helping BFSI organizations deliver experiences that inspire trust, loyalty, and growth.

In this session, we will explore how leading BFSI brands are leveraging Generative and Agentic AI to build, deliver, analyze, and optimize customer experiences across all touchpoints — reshaping the way customers engage with financial services.