Balancing AI Innovation and Trust in Financial Customer Journeys - Seguridad Mania.com - España y América Latina

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