Speaker

Discussion Framework: As banking grows more embedded, personalised and platform-driven, competition is shifting from products and channels to ownership of the customer relationship itself. This session examines how incumbent banks, neobanks, payment networks and digital ecosystems are vying to become the customer's primary financial interface and what that means for the industry's future shape. Panellists will explore how AI and agentic banking, embedded finance, hyper-personalisation, new payment models and data-driven engagement are reshaping acquisition, distribution, loyalty and trust—and, in turn, redefining how retail banking creates value.

Central Question: In the next decade, who will own the customer relationship: the institution that holds the account, or the platform that controls the experience?

Discussion Framework: As banking grows more embedded, personalised and platform-driven, competition is shifting from products and channels to ownership of the customer relationship itself. This session examines how incumbent banks, neobanks, payment networks and digital ecosystems are vying to become the customer's primary financial interface.

Central Question: In the next decade, who will own the customer relationship: the institution that holds the account, or the platform that controls the experience?

Discussion Framework: As payments become increasingly seamless, embedded and invisible, banks risk becoming less visible at the very moment that shapes the customer's everyday financial experience. This discussion will explore how established banks and digital-first challengers are responding through AI-driven personalisation, deeper customer insight, connected digital and physical journeys, loyalty strategies and evolving distribution models.

Central Question: When the bank disappears from the payment moment, how can it remain visible, valuable and relevant in the customer relationship?

Discussion Framework: Banking operations are entering a new phase defined not simply by automation, but by intelligent orchestration, real-time execution and increasing operational autonomy. This discussion will explore how banks are redesigning their operating models around AI, end-to-end automation, real-time processes and operational resilience.

Strategic Theme: How far can banking operations move from automation to autonomy and what must leaders redesign today to build intelligent, resilient operations at scale?