Gordon Sexton

Customer expectations in banking are evolving faster than most organizations can respond. The convergence of agentic AI, digital transformation, and shifting channel behaviors is creating both significant risk and remarkable opportunity – for those prepared to lead. Join executives from Genesys and Accenture for a forward-looking conversation on how leading financial institutions are reimagining the customer experience from the ground up. Including:

• The rise of agentic AI – how autonomous capabilities are reshaping digital design, elevating service models, and redefining the boundaries of AI governance
• A unified CX ecosystem – how the contact center, digital domain, and branch network are converging into a single, connected customer journey
• Modernizing without disruption – strategic approaches to shedding legacy constraints while preserving operational continuity
• Balancing speed and strategy – how to generate near-term wins that build momentum toward long-term transformation goals

Whether you’re accelerating an AI roadmap or rethinking your CX architecture entirely, this session offers the perspective and practical insight to move forward with confidence.