Virtual Council

Beyond the IVR: How FSI Leaders Are Rebuilding Contact Centres Around AI, Without Breaking Compliance

Date

September 15, 2026

Location

UK

Community

CIO / CISO

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Agenda

September 15, 2026
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All times United Kingdom Time
3:00 PM-4:30 PM
Beyond the IVR: How FSI Leaders Are Rebuilding Contact Centres Around AI, Without Breaking Compliance
For financial services and insurance leaders, the contact centre has become a paradox: customers expect instant, digital-first service, but compliance, risk, and legacy infrastructure make transformation slow and expensive. Traditional IVR systems frustrate customers and staff alike, while fully human-staffed operations are increasingly uneconomical at scale. This session brings together senior FSI operations and transformation leaders to discuss how they are navigating the shift to AI-driven voice automation: what's actually working, where the real risks lie (regulatory, reputational, operational), and how to build the business case internally when CX quality and cost reduction can feel like competing priorities. Attendees will leave with a practical view of how peer institutions are sequencing this transition, what guardrails matter most under EU/UK financial regulation, and how to avoid the common pitfalls that stall automation programmes before they scale.
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