AI in CX Summit: From proof of concept to proof of value in regulated industries
AI in CX Summit: from proof of concept to proof of value in regulated industries
The strategies, the decisions, the results, and the hard lessons that never make it into the case studies - from executives who've done it in banking and telecom.
May 19, 2026 | 1–4 PM ET | Virtual Event
Hard-won insights from
Our Partners
Meet our speakers
Adrian
Lee
VP Analyst
Gartner
TJ
Klug
Operating Principal
Clearhaven Partners
Aimee Ten
Eyck-Schaffer
Learning and Development Manager
OnPoint Community Credit Union
Gilbert
Minionis
Chairperson
NetUno
Jesica
Cardozo
Digital Bank AI Agent Expert
Bancor
Dan
O’Malley
CEO
Engageware
Rob
Fox
CTO
Engageware
Justin
Smith
Product Director
Engageware
Amanda
Butkewich
Director, Product Marketing
Engageware
Karina
Acosta
Head of Customer Success, Latam
Engageware
What you'll walk away with
The mistakes you won't have to make
Executives who've scaled AI in CX share what they got wrong, what they'd do differently, and what finally moved the needle.
A framework you can bring back to your team
Leave with a clear view of where AI fits in your CX strategy and the next steps to make it real.
Get real answers in real time
Ask your questions, join the discussion, and take home strategies for implementation.
Agenda
FIRESIDE CHAT
From Doing the Work to Making the Call
Agentic AI doesn't replace human judgment — it finally frees people up to use it. The shift from humans doing the work to humans reviewing AI output is reshaping CX, and the organizations that get this right will stop asking their best people to fill out forms and start asking them to make the calls that actually matter.
Executive Keynote
From Experimentation to Impact: What Gartner's Research Says About AI That Actually Works in CX
What separates the AI deployments that transform customer experience from the ones that stall in the pilot stage?
Adrian Lee, VP Analyst at Gartner, brings the research behind the results, covering how leading organizations are using AI and conversational AI to move the CX needle, the analytics frameworks that turn customer data into growth, and what product and leaders need to get right to move from experimentation to measurable business impact.
Expert Spotlight
Executive Lessons on Scaling Agentic AI in CX
What does it look like when a telecom almost triples its customer base without tripling its headcount?
Gilbert Miniones, Chairperson of NetUno, reveals how Bruno, an agentic AI that autonomously completes payments, service changes, and support requests from start to finish, grew subscribers by 225% and revenue by 250% while headcount increased just 15%, resolving 84% of customer interactions with zero human involvement and cutting phone call volume from 63% of contacts down to 2%.
Customer Use Case
When Employees Use AI to Get Better Answers, Customers Have Better Experiences
What if your employees could use AI to give customers faster, more accurate answers, without digging through portals, outdated docs, or escalating to a colleague?
Aimee Ten Eyck-Schaffer from OnPoint Community Credit Union shares how generative AI transformed OnPoint's internal search, automatically answering 71% of employee questions, cutting portal usage by 33%, and surfacing the knowledge gaps their team didn't know they had.
Customer Use Case
GenAI in Banking: Lessons from Argentina on Moving Fast Without Breaking Compliance
What does it take to be the first bank in your country to deploy generative AI for customers, under one of the most watchful regulatory environments in Latin America?
Jessica Cardozo from Bancor walks through the migration from bot to GenAI, turning customer resistance into adoption, innovating under strict regulatory oversight, and what's possible when digital transformation accelerates faster than anyone expected.
Vision Session
Beyond the Hype: Operationalizing Safe AI in Banking
Most financial institutions have run the AI experiments, now comes the harder part. Join us to explore what it actually takes to move generative AI from proof of concept to production: building auditable systems, passing compliance review, and creating a foundation for customer-facing capabilities that deliver measurable results without compromising trust.
Experience the future of AI-powered engagement
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