Banking CX Transformation: Staying Personal in an AI Agent World

AI is moving banking CX from isolated automation towards conversational, adaptive and increasingly agent-driven engagement. In this English-language webinar, msg for banking and BSI provide a practical view of what is already possible and what banks should prepare for next.

• How AI-supported voice interactions can improve accessibility, service quality and efficiency
• How analytics and customer insights enable relevant, personalised engagement across channels
• How AI supports employees and customers during service, advisory and sales interactions
• How banking moves from CRM towards Agent Relationship Management, including identity, mandates, permissions, auditability and human oversight

Speakers: Joaquin Dimas Dheming, Senior IT Consultant at msg for banking ag, and Sebastian Pitzler, BSI Software.

Your benefit:

Participants receive a banking-specific, vendor-informed but use-case-led view that connects today’s deployable AI capabilities with the next strategic horizon. The session translates expectations shaped by Amazon and other digital leaders into practical implications for regulated financial institutions—showing how automation and personal service can reinforce rather than replace each other. Special attention is given to European requirements for trust, transparency, data sovereignty and human oversight.

1. Welcome and market context: why personal banking CX matters in the age of AI
2. The CX expectation gap: what customers have learned from Amazon and other digital leaders
3. AI in banking CX today: voice, analytics, next-best action and assisted customer interaction
4. From customer agents to Agent Relationship Management: identity, mandate, permissions, audit trails and human-in-the-loop
5. A pragmatic transformation path for banks in Benelux and the Nordics
6. Key takeaways and Q&A

Decision-makers and practitioners at banks and financial institutions in Benelux and the Nordics, including leaders in Customer Experience, CRM, digital banking, customer service/contact centres, sales, marketing, data and AI, innovation, transformation, IT and enterprise architecture. The webinar is relevant to retail, commercial, private and cooperative banks seeking to combine scalable digital service with trusted personal relationships.