Kerry Leighton-Bailey, Chief Marketing Officer at IPI

As AI becomes part of everyday working life, knowing how to use it is only part of the challenge. We also need to understand how it behaves, where it can surprise us, when to question it and where human judgement still matters.

Drawing on his Sunday Times bestselling book How To Talk To AI (And How Not To), Jamie Bartlett will take an entertaining and thought-provoking look at our evolving relationship with AI. Through live demonstrations and interactive exercises, he’ll challenge some of the assumptions we make about what AI can and can’t do, and explore how it can be used to extend human thinking and capability rather than simply replace it.

For leaders making decisions about where and how AI should play a role in their organisations, the session offers a different lens: not simply what the technology can do, but how we use it intelligently, where we place our trust and what we choose to keep human.

Finbarr Begley, Senior Analyst at Cavell, shares the latest research from across financial services, exploring how technology investment is translating into customer and operational outcomes, where the gaps remain, and what leaders should be thinking about next.

Chaired by IPI’s Sam Grant, Kevin Still joins CX leaders Sean Northam, Chief Product Owner at Legal & General, and Taran Sahota, Head of Operational Excellence at People's Partnership for a candid discussion on navigating regulatory expectations alongside the realities of customer operations – sharing what’s working, where tensions remain, and lessons from putting change into practice.

Three focused, interactive sessions exploring real challenges facing insurance and financial services organisations. Work alongside peers and IPI specialists to examine the problem, compare approaches and explore what better could look like in practice.

Orchestrating the Right Outcome

How can AI support customers while keeping human expertise at the heart of the experience? Sam Grant, Commercial Lead at IP Integration, will demonstrate a customer arrears journey using a Genesys Cloud virtual agent. See how technology can adapt to a customer’s needs and pass context to a specialist, bringing human and technological intelligence together.

Claims Under Pressure

When claims volumes rise, how can insurers create capacity without increasing pressure on customers or colleagues? Led by Matt from IPI and Patrick from Genesys, you'll work through a claims journey to identify where effort builds up, where technology can help and where human expertise matters most. Together with peers, you'll explore practical improvements to the experience for customers and teams.

Compliance Without Compromise

Under the FCA's Consumer Duty, firms must demonstrate that customers are receiving good outcomes. Donal Phipps, Co-founder & Head of Applied at Subphonic, will lead a practical session examining gaps in quality assurance and outcomes monitoring. You'll explore how customer conversations and AI can provide stronger evidence of compliance while maintaining essential human oversight, and identify approaches you can apply within your own operation.