From Friction to Flow with AI-Powered Personalisation

As AI moves from automation to orchestration, financial services are entering a new era of personalised, real-time experiences. This panel explores how cognitive and agentic AI are reshaping customer journeys — from predicting user needs and reducing friction to enabling smarter cross-border payments and more inclusive digital access. Drawing on perspectives from digital banks, payments platforms, and fintech operators, the discussion will examine how institutions can balance personalisation with trust, transparency, and operational scale as AI becomes embedded across everyday financial interactions.