Name: AI and The Customer Experience: A Benchmarking Perspective
Start: 2025-10-01T21:00:00Z
End: 2025-10-01T21:01:00.000Z
Location: BrightTALK
Rating: 5

This channel features presentations by leading experts in the field of information security. From application, computer, network and Internet security to access control management, data privacy and other hot topics, you will walk away with practical advice for your strategic and tactical information security initiatives.

The rapid growth of digital identities, evolving compliance demands and advanced cyber threats have made identity governance and administration (IGA) a critical priority for modern enterprises. Without a structured governance framework, organizations risk operational inefficiencies, data breaches and reputational harm. Issues like access sprawl and privilege misuse are no longer just IT concerns—they are pressing business challenges.

This session will explore how businesses can implement effective IGA strategies to manage identities, ensure compliance and mitigate risks. Learn how to align tools, policies and processes into a cohesive framework that supports enterprise-wide governance. Discover actionable steps to build a compelling business case, standardize global implementation and achieve quick wins that drive executive buy-in.

Join Vincent Amanyi, Founder of Boleaum Inc. to gain practical insights and proven strategies for enabling IGA success at scale.

Key Takeaways:
- Build a persuasive business case to secure board-level approval for IGA initiatives.
- Define a scalable implementation model for geographically dispersed organizations.
- Benchmark and strengthen your organization’s IGA foundation.
- Discover quick-win strategies to accelerate IGA adoption and demonstrate ROI.

Mastering Identity Governance: Strategies for Enterprise Success in 2026

Organizations excel at documenting incidents but fail catastrophically at remembering them. Between audits, hard-won lessons evaporate, cultural knowledge resets to zero and enterprises find themselves vulnerable to the same predictable risks that should have been eliminated months ago.

This session reframes security culture as a living control system where organizational memory becomes your strongest defense. Discover how to transform retrospectives into measurable feedback loops, quantify learning as risk reduction and embed institutional knowledge into governance frameworks that create compounding resilience rather than cyclical vulnerability.

Join Oksana Denesiuk, Senior Product Manager at Kaiser Permanente and ISSA Advisory Board Member, to explore proven methodologies for building unbreakable organizational memory.

Key Takeaways: 
- Track how lessons learned translate into behavioral change and improved security posture. 
- Build lasting organizational memory through structured post-incident processes that strengthen defenses over time.
- Measure how well your organization learns from incidents and translate that into reduced security risks.
- Transform retrospectives into measurable feedback loops that prevent incident recurrence. 
- Embed organizational knowledge into leadership and accountability models for sustained cultural transformation.

Transform Security Culture into Measurable Organizational Memory

Since technology cannot keep us completely protected, organizations must embrace a culture of cybersecurity to build true resilience. This cultural transformation is essential to safeguard against risks and ensure readiness to respond effectively when incidents occur.

This session explores how leading organizations are embedding cybersecurity into their values, attitudes, and practices. By fostering a culture of resilience, businesses can strengthen their ability to anticipate, adapt to, and recover from cyber threats. Learn why every manager has a pivotal role in shaping this culture and how to implement strategies that drive lasting change.

Join Dr. Keri Pearlson, Principal Research Scientist at MIT Sloan School of Management, to explore actionable steps for building a culture of cybersecurity that protects your organization and empowers your workforce.

Takeaways:
- Understand cyber resilience thinking and how it differs from traditional protection strategies.
- Discover key mechanisms for fostering an effective cybersecurity culture.
- Gain actionable insights for managers to enhance resilience at work and home.
- Learn from real-world examples of organizations successfully embedding cybersecurity into their culture.

Building Cyber Resilience Through Culture in 2026

Mergers and acquisitions create exponential cyber risk exposure, yet many organizations lack quantified risk frameworks to guide critical business decisions. As cyber threats evolve and regulatory scrutiny intensifies, executives need concrete data to balance growth opportunities against security investments.

Traditional risk assessments fail during rapid organizational change. This session reveals proven methodologies for translating cyber vulnerabilities into financial impact metrics that drive boardroom decisions. Learn to build communication frameworks that align security investments with business objectives while maintaining stakeholder confidence throughout complex organizational transitions.

Join Vincent Amanyi, Founder of Boleaum Inc, to explore actionable strategies for enterprise cyber risk quantification and communication.

Key Takeaways: 
- Develop risk appetite frameworks that identify, prioritize, and absorb organizational risks with minimal business disruption. 
- Master cyber risk quantification techniques that assign tangible dollar values to security threats across all business levels.
- Build structured communication models to effectively convey cyber risk criticality to diverse stakeholder groups. 
- Implement scalable cybersecurity benchmarking practices for growing organizations. 
- Create boardroom-ready risk reports that support strategic decision-making during M&A activities.

Quantify Cyber Risk Impact for Strategic M&A Growth

Breaches have become a daily reality. Dark web activities and emerging threat vectors outpace traditional defenses, creating blind spots that adversaries readily exploit. Without early warning systems, businesses remain vulnerable to sophisticated attacks that could have been prevented.

Effective Cyber Threat Intelligence (CTI) transforms raw intelligence into actionable insights that enable proactive defense strategies. This session demonstrates how to operationalize intelligence, map adversary tactics to business risks, and implement early warning systems that prevent breaches before they occur. Learn to distinguish signal from noise and convert threat intelligence into measurable risk reduction metrics that resonate with executive leadership.

Leverage Cyber Threat Intelligence for Proactive Risk Mitigation

Open-source software drives enterprise innovation, but unmanaged vulnerabilities create operational risks and regulatory exposure. As cyber threats evolve and compliance frameworks tighten, executives face mounting pressure to balance innovation speed with robust security governance.

Traditional approaches to OSS security often create friction between development teams and security requirements, leading to shadow IT practices and increased exposure. This session presents proven frameworks for integrating security into OSS workflows while maintaining developer productivity and meeting emerging regulatory demands like the EU Cyber Resilience Act.

Join Yesenia Yser, Security Engineer and Open-Source Advocate, to explore enterprise-grade strategies for OSS risk management.



Key Takeaways: 

Implement governance frameworks that protect OSS dependencies without slowing development
Create shared accountability between security, procurement, and engineering teams
Apply SLSA, SBOM, and OpenSSF standards to build enterprise-wide security trust
Balance regulatory requirements with collaborative open source community practices 
Turn OSS security management into a strategic business differentiator

Securing Open-Source Dependencies at Enterprise Scale

The current data security and privacy protection landscape is awash with tools, acronyms, buzzwords that promise to make data breaches and privacy incidents a thing of the past. Yet hotel chains, healthcare providers, banks, department stores and even governments constantly fall victim to data breaches, ransomware or nation-state attacks. 

The plain truth is that tools are only as good as the people that use them and the processes that go with it. Two thousand years ago, the Roman empire had better military tools than the nations they conquered. Yet through time, the Romans fell to the barbarians and are merely remembered through their ruins. Likewise, companies with the latest and most buzzworthy technology implemented still manage to fall victim to attacks. 

In this presentation, industry thought leader Ralph Villanueva will tap into over 15 years’ experience of data security and privacy protection to show why ultimately, the people behind the tools and the processes they use matter more in securing your organization’s data. 

Key Takeaways:
 - How to best deploy tools in the most cost-effective way to optimize benefits.
 - How to best deploy tools to mitigate data security risks from internal and external threats. 
 - The importance of a balanced and holistic approach to data security that equally considers people, processes and technology.

Tools are Nothing: Why People and Process Matter More in Data Security and Privacy

Data security has entered a new era, one defined by AI-powered threats, expanding cloud ecosystems, and evolving global privacy regulations. 

This session presented by TD Bank's Pankul Chitrav explores the critical shifts reshaping how organisations must protect sensitive information in a boundaryless digital world. We will break down the top risks, the essential capabilities of modern security architectures, and the must-have tools for protecting data across endpoints, cloud platforms, and AI workflows. From zero trust to automated posture management and advanced data discovery, you’ll learn what’s required to stay ahead of adversaries and maintain compliance. Whether you’re modernising your security program or building one from the ground up, this talk equips you with the insights needed to create a future-ready data protection strategy for 2025 and beyond.

Future-Ready Data Protection: Securing Modern Data Ecosystems in an AI-Driven World

Cyberattacks are continuing at pace and we're regularly hearing of new data breaches. But who is responsible for ensuring the security of personal data? 

Traditional data protection approaches are failing against modern attack vectors. Organizations need future-ready strategies that go beyond compliance checkboxes to create resilient security frameworks. In this session, we'll explore the current risks to personal data & privacy and delve into the range of models that can be used to protect your organizations critical assets.

This webinar will take you through examples of recent data breaches, identifying the challenges being experienced, learning from what went wrong and how best organizations can plan for the future. Such planning will investigate current good practice, adding some “steroids” to them such that organizations can hopefully stay in front of the next “breach”!

Steve Yates – Chairman of the Resilience Association, will share frontline experience about critical data assets security and protection of user privacy.  

Key Takeaways:

- Be aware of the challenges being experienced in the protection of data security & privacy;
- Understand how best to plan your data resources and capacity to meet tomorrow’s defense;
- Discover the core organizational elements needed for the establishment of a strategic, tactical and operational solution

Strengthen Data Security Strategy for Tomorrow's Resilience Defense

AWS infrastructure offers robust native security mechanisms, but the shared responsibility model places critical configuration burdens on app owners. This creates gaps that attackers can actively exploit through misconfigurations, privilege escalation, and cross-service vulnerabilities which can compromise entire cloud deployments.

Security automation emerges as an essential defense strategy for threat modeling, enabling businesses to enforce security best practices from deployment through ongoing operations. Automated security controls provide continuous monitoring, real-time threat detection, and optimized remediation across AWS services. This ensures a consistent security posture while reducing human error and response times.

Join Ernesto Marquez, Founder and Project Director at Concurrency Labs, to explore proven AWS security automation strategies for threat mitigation.

Key Takeaways: 

- Implement automated security controls that enforce best practices across AWS services 
- Deploy continuous monitoring and real-time threat detection for multicloud environments 
- Configure automated remediation workflows for common security vulnerabilities 
- Integrate AWS security automation tools into comprehensive threat modeling frameworks 
- Establish governance policies that maintain security consistency across cloud deployments

Deploy Automated AWS Defenses for Threat Prevention

As cloud supply chain attacks escalate in sophistication, traditional SBOMs alone prove insufficient for comprehensive security. While SBOMs provide valuable component inventories, they lack runtime verification capabilities—creating a critical blind spot that malicious actors increasingly exploit. This gap between static analysis and runtime behavior represents one of the most significant vulnerabilities in modern cloud environments.

The "Bill of Behavior" (BoB) approach addresses this challenge by providing vendor-supplied profiles of expected runtime behaviors. Generated using eBPF technology, BoBs codify legitimate syscalls, file access patterns and network communications. This enables immediate anomaly detection without custom rule creation, allowing organizations to verify software integrity throughout the supply chain and during execution, dramatically reducing the attack surface while simplifying security operations.

Join Dr. Constanze Roedig, Key Researcher at SBA-Research and Founder of Fusioncore.ai, to discover how this emerging standard complements existing SBOM frameworks to create verifiable trust in your cloud ecosystem.

Key Takeaways:
- Understand how Software Bills of Behavior (SBoBs) create verifiable trust between vendors and clients
- Learn practical implementation strategies using existing OCI distribution standards
- Discover how BoBs significantly reduce attack surfaces across both runtime and supply chain vectors
- Explore immediate benefits of receiving vendor-supplied behavior profiles with software packages
- Discover how CNCF Kubescape allows anomaly detection out of the box

Beyond SBOMs: Runtime Verification for Bulletproof Cloud Supply Chains

Organizations are rapidly adopting AI technologies without fully understanding the security implications. This is creating unprecedented vulnerabilities in cloud environments. In turn, with AI accessible to all stakeholders, the human factor has become the weakest link in cybersecurity defense strategies.

This session addresses critical considerations for IT and cybersecurity leaders to balance business innovation with risk management. Learn how to establish ethical AI frameworks, implement proper access controls, and build awareness programs that protect your organization while enabling AI adoption.

Join Kathleen Mullin, vCISO and Consultant, to explore practical strategies for securing AI in cloud environments while maintaining business agility.

Key takeaways:

• Define clear RACI matrices for AI business risk ownership and accountability 
• Assess whether AI solutions truly meet business requirements vs. alternative approaches
• Establish data governance and access controls specifically for cloud-based AI systems 
• Develop comprehensive AI awareness programs for organizational stakeholders 
• Evaluate current and future cloud AI risks within your security framework

Considerations: Securing the Cloud And In Specific AI

As organizations accelerate cloud adoption, sophisticated security technologies often create a false sense of protection while the most significant threats emerge from within. Human behaviour continues to be the weakest link in cloud security, not due to malicious intent, but through everyday mistakes that inadvertently expose critical systems.

When they create friction, security measures designed to protect can inadvertently increase risk as users will find shortcuts to achieve their legitimate objectives. This session explores the psychology behind user decision-making and reveals how threat actors exploit human nature to bypass cloud defenses, turning legitimate business processes into attack vectors.

Join Simon Ratcliffe, independent management & technology consultant, to discover practical strategies for human-centered cloud security.

Key Takeaways:

- Identify psychological triggers that make users vulnerable to cloud-based attacks 
- Recognize how security friction drives risky user behaviors and workarounds
- Design user-centric security that reduces human error without compromising protection 
- Develop indicators to detect insider threats before they escalate 
- Build security awareness programs that create lasting behavioral change

Securing the Human Element: Why People Remain Cloud Security's Top Vulnerability in 2025

Insider threats are one of the most challenging security risks in multicloud environments, where authorized users can exploit fragmented access controls and limited visibility across platforms. When organizations lack comprehensive oversight of user activities, data flows and privilege escalation paths, the risk posed by human error and malicious insiders is much greater.



Multicloud architectures amplify insider threat risks through inconsistent identity management, scattered audit trails, and complex permission structures that create blind spots for security teams. Strategic threat modeling designed around insider risks enables organizations to map user access patterns, identify privilege abuse scenarios, and implement behavioral monitoring across all cloud platforms before incidents occur.



Join Sandeep Tripathi, IT Solutions Designer at Daimler Truck AG, to discover systematic approaches for detecting and preventing insider threats in complex multicloud environments.



Key Takeaways: 

- Identify insider risk scenarios across cloud platforms using threat modelling frameworks
- Implement comprehensive user behavior analytics and cross-cloud activity monitoring
- Limit insider threat impact and lateral movement using zero-trust access controls.
- Develop incident response protocols for insider-driven security breaches
- Create governance frameworks for managing privileged access in multicloud environments

Mitigate Insider Threats in Multicloud Through Strategic Modeling

Every minute your cloud infrastructure grows, it creates new entry points for potential attacks. As organizations rush to embrace cloud innovations, they're unknowingly building digital labyrinths where traditional security measures fall short.

Cloud security threats are often perceived as purely technical challenges, but the human factor remains one of the most significant and underestimated risks. Misconfigurations, weak passwords, phishing attacks, and inadequate training open doors to breaches even in sophisticated environments. Employees inadvertently expose sensitive data through social engineering, while administrators overlook crucial updates. Insider threats pose significant risks when cloud systems are accessible from anywhere.

Join Jyotirmayee Pradeep Kumar, Vice President of Cloud DevOps at a leading global bank, to explore human factors in cloud security threats.

Key Takeaways: 
- Human error as the leading cause of cloud security breaches 
- Phishing attacks and social engineering threat vectors 
- Managing insider threats in distributed cloud environments 
- Essential security awareness training and culture development 
- Zero Trust architecture implementation strategies

Managing Human Risk in Cloud Security Operations

AI technologies are simultaneously completely transforming business operations and creating new security vulnerabilities that cannot be addressed by technical safeguards alone. When implementing AI-driven solutions, human oversight is the biggest differentiator between secure innovation and catastrophic data breaches. As such, human intervention is both the biggest vulnerability and most significant defense in organizational security architectures.

To address this challenge, IT leaders can build a security champions program—a network of engaged employees who understand AI-specific threats and serve as frontline defenders. This group bridges the gap between security teams and other business units. They spread security awareness throughout the organization while maintaining operational efficiency.

Join Vincent Amanyi to discover proven strategies for empowering a team of security champions who can help safeguard your organization's AI initiatives and digital assets.

Key Takeaways:

- Learn to assess AI-related security risks across all business functions
- Design a people-centric security strategy that combines technical controls and human intelligence
- Establish and structure an effective Security Champions Committee with clear roles and responsibilities

Fortifying the Human Firewall: Cultivating Security Champions in Today's AI Landscape

In today's threat landscape, where the average data breach costs organizations $9 million, your employees represent both your greatest vulnerability and your strongest defense. As AI-powered threats become more sophisticated and remote work expands the attack surface, traditional security awareness approaches are failing to create lasting behavioral change. The human element remains implicated in over 80% of breaches, yet most training programs still focus on compliance checkboxes rather than cultivating security champions.

Effective security awareness requires a strategic approach that addresses psychological barriers, leverages behavioral science and creates sustainable security habits. By reimagining how we engage employees—from executive leadership to frontline staff—organizations can transform their security culture from a perceived burden into a competitive advantage that measurably reduces incident rates and response times.

Join Ralph Villanueva, with 15+ years leading enterprise security awareness programs, to discover proven methodologies that transform employee behavior.

Key takeaways:

- Implement psychological triggers that convert passive training participants into active security defenders
- Design role-specific awareness programs that address the unique risks of different departments
- Measure training effectiveness beyond completion rates with behavior-based security metrics
- Secure executive buy-in by connecting awareness initiatives to tangible business outcomes
- Deploy just-in-time learning techniques that deliver training when employees are most receptive

Transforming Human Risk: 10 Battle-Tested Strategies for Modern Security Awareness

Organizations are investing heavily in advanced security tools. But the most critical—and vulnerable—component of cybersecurity defense is people. As AI-driven attacks and quantum-era risks emerge, the gap between technological capabilities and human cognitive readiness threatens to widen dramatically.

Security professionals face unprecedented pressure when responding to incidents. Even with robust detection and recovery tools, factors like stress, fatigue and decision paralysis can significantly increase recovery times and amplify damage. This presentation introduces an expanded MTTR formula incorporating the "Human Cognitive Factor"—a groundbreaking approach that addresses the psychological dimensions of security response that technology alone cannot solve.

Join Sandra Estok (Founder & CEO, Way2Protect) to discover why preparing employees will determine your organization's survival in the 2026 threatscape.

Key Takeaways:

- Master the expanded MTTR formula that quantifies how human cognitive factors impact recovery timelines
- Identify early warning signs of team cognitive impairment before they compromise your security posture
- Implement practical strategies to build psychological resilience and decision-making clarity under pressure
- Establish metrics that measure human performance alongside technical metrics for comprehensive security assessment
- Learn how leadership decisions about culture, team structure, and psychological safety directly influence threat response effectiveness

Strengthening Your Human Firewall: Closing Cognitive Security Gaps Before 2026

Is it enough to be preoccupied with monitoring the perimeter and fending off attacks against our systems? No! This focus overlooks the root cause of these attacks originating from the Dark Web. It's crucial to extend our vigilance beyond our own organization and encompass our supply chain and cloud by gaining visibility into the Dark Web. 

While breaches and leaks are inevitable, a swift response and effective remediation can save your organization from a disastrous breach. By keeping a watchful eye on the Dark Web, we can enhance our organization's security and the overall effectiveness of our security program.

Learning Objectives:

- Discover the advantages of proactive monitoring of the Dark Web
- Learn how adjusting your defenses to the Dark Web threats can improve -your overall threat landscape
- Learn how to use threat intelligence to prevent losses
- Learn to act on actionable threats, defending corporate data and reputation

Deriving ROI from monitoring the Dark Web

In an increasingly complex digital landscape, financial institutions face escalating threats and the rapid growth of containerized workloads. To address these challenges, SUSE Security introduces its behavior-based Zero Trust framework, which goes beyond traditional perimeter defenses by enforcing strict identity verification and granular access control across all layers of the environment. This innovative approach is designed to enhance security in the face of sophisticated cyber threats. 

SUSE Security's platform utilizes advanced techniques to continuously monitor application behaviors, detect anomalies, and enforce Zero Trust principles in real time. This proactive strategy effectively mitigates zero-day threats and addresses unpatched vulnerabilities, providing a dynamic defense mechanism that adapts to emerging risks. Key features include behavior-based analysis for identifying suspicious activities, proactive threat detection, compliance-centric security modules, and robust data loss prevention capabilities, ensuring the protection of sensitive customer information. 

Join us to explore how SUSE Security's behavior-based Zero Trust model can revolutionize financial services security, offering real-world insights into thwarting cyberattacks, enhancing customer trust, and integrating cutting-edge solutions into existing frameworks.

Fortifying Digital Frontiers: How SUSE Security Transforms Fintech Compliance

Compliance does not equal security and security does not equal compliance. Too often, security and compliance are seen as separate, competing priorities when in reality they are part of the same continuum. Both are intended to ultimately reduce financial risk to the business. 
This webinar will discuss how compliance and security can be integrated to deliver measurable business impact that is greater than either compliance or security would achieve on its own. We'll cover how regulatory adherence can drive disciplined security practices, and how robust security controls can meet compliance requirements, streamline audits, and improve operational efficiency.

Participants will leave with practical guidance on:

• Aligning compliance with security priorities to create a stronger, unified foundation for business resilience;
• Framing compliance and security from a risk management perspective;
• Presenting a compelling case to leadership that elevates compliance and security

Making the Business Case for Both Compliance and Security

Customers expect their financial data to remain protected. But as hackers become increasingly sophisticated and regulations tighten, traditional security strategies are not cutting it. This session cuts through the jargon to show how smart data governance isn't just another compliance box to tick but your secret weapon for bulletproof financial security.

We'll explore the key pillars of a strategic data governance framework, including data quality, metadata management and access controls. Receive actionable insights and practical strategies to implement an effective governance framework that supports business objectives. Discover how to turn data governance into your competitive edge.

Join Obuks Akpede (Co-founder of Datachayn Limited) to discover how strategic data governance can help businesses navigate the complexities of financial data security and maintain compliance in today's ever-evolving landscape.

Key Takeaways:

- Why a data governance framework is critical for protecting sensitive financial information and maintaining compliance
- How to ensure data accuracy, completeness and consistency to maintain trust and confidence in financial data
- Why effective metadata management can help your organisation understand its data assets, track data lineage and ensure data integrity.
- Why implementing robust access controls is critical for preventing unauthorised access to sensitive financial information.

Transforming Financial Data Security Through Strategic Governance

AI in financial services has rapidly evolved from back-office analytics to frontline customer interactions, fundamentally reshaping how customers experience banking, insurance and investment services. This shift creates both unprecedented opportunities and significant regulatory challenges that organizations need to navigate carefully.

As AI now powers everything from onboarding journeys to affordability checks and service interactions, financial institutions face mounting pressure to ensure these systems serve to strengthen customer trust - not erode it. Success requires a strategic organizational shift where data science, risk, compliance and CX teams work together to design transparent, human-centered AI interactions that satisfy both customers and regulators.

Join Gael Decoudu (Credit and AI Leader, Financial Services) to discover how leading institutions are balancing innovation with responsibility in customer-facing AI deployments.

Key Takeaways:

- Understand how AI's evolution from back-office to customer-facing applications transforms risk profiles and trust dynamics
- Learn practical approaches to embed fairness, explainability and accountability into customer-facing AI systems
- Discover strategies for meeting evolving regulatory requirements while maintaining seamless customer experiences
- Explore organizational frameworks that enable effective collaboration between technical, risk, and CX teams
- Gain insights into measuring and demonstrating the business value of trustworthy AI implementations

Balancing AI Innovation and Trust in Financial Customer Journeys

Today's rapidly evolving technological landscape, changing business methods, and shifting legal requirements have created a complex business environment operating in a cyber world. Traditional computer-based protection through simple technical controls is no longer sufficient. Organizations must reassess their data and service management strategies to address constantly changing cybersecurity threats. Technical risk minimization must now be complemented by robust resilience measures.

This enhanced focus on resilience requires technology operations to develop a comprehensive cyber resilience strategy, working with users to identify "things they are aware of but don't understand" when facing significant operational disruptions.

Steve Yates, Chairman of the Resilience Association, will draw from his extensive frontline experience to share insights on developing effective cyber resilience strategies for protecting financial data and services, incorporating essential operational continuity planning components.

Key Takeaways:

- Core components of a cyber resilience strategy adaptable to evolving technology environments and current threat landscapes
- Practical options addressing specific cyber resilience challenges in information management and third-party relationships as identified in your strategy
- Framework outlining practical implementation steps to support your cyber resilience strategy
- Effective review methodology for validating necessary resources and capacity requirements
- Actionable insights for developing comprehensive strategic approaches when faced with "thinking the unthinkable"!

Creating Cyber Resilience: Protecting Financial Data & Services

Securing Financial Data and Services

Customer expectations have outpaced traditional service models in the financial sector, creating a performance gap that is widening every day. Meanwhile, each AI-powered interaction generates valuable data that can become a powerful asset for your financial organization. This defines the modern  customer experience challenge.

This session explores how leading organizations are implementing AI-driven strategies—from intelligent automation to predictive analytics. You'll discover how benchmarking provides the critical metrics needed to measure AI performance against industry standards and optimize customer satisfaction.

Join Jeff Rumburg, Managing Partner at MetricNet and renowned benchmarking expert to explore the intersection of AI and customer experience.

Key Takeaways:
- Understand the measurable impact of AI on key  customer experience metrics
- Learn practical benchmarking techniques to evaluate AI implementation against leading organizations
- Discover how to enhance personalization in  customer interactions
- Identify the critical KPIs that demonstrate AI's ROI
- Implement a framework for continuous improvement of AI-driven customer interactions

AI and The Customer Experience: A Benchmarking Perspective

Customer Experience

Financial Services

Data Analytics

Data Insights

Automation

Predictive Analytics

Benchmarking

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AI and The Customer Experience: A Benchmarking Perspective

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