AI Agent Innovation vs Compliance in Financial Services
A closed-door Executive Briefing at Zoom’s state of the art London Experience Centre exploring how FinServ teams can adopt AI agents while staying in control of governance, accountability and client outcomes.
Key details: Zoom HQ, London | May 14th | 15:00 - 17:00 | Limited seats
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Why attend
Financial Services leaders are under pressure to move faster with AI - but AI agents introduce new questions around oversight, accountability and customer-risk exposure.
This session is built around the central tension: what’s possible vs what’s acceptable in regulated customer operations - and how teams can evaluate both with confidence.
Who it's for
- CIOs, Digital Transformation leaders
- COO's and Operations Transformation leaders
- Heads of Contact Centre and CX
- Senior stakeholders with ownership across service, risk/fraud/compliance, efficiency or technology change
We’ll demonstrate a finance AI agent completing a controlled workflow (triage → step-up authentication → secure payment → compliant summary + audit trail).
Then we’ll invite the room to stress-test it with real-world edge cases -to make governance visible and discuss what good looks like.
What you'll leave with
- A practical way to assess AI agent value vs compliance risk in customer journeys
- Examples and peer discussion relevant to regulated service environments
- A clearer view of guardrails, escalation paths and auditability in real workflows
- Takeaways you can bring back to compliance, CX and technology stakeholders
- ROI for AI Calculation
Our speakers
Mark Taylor
Fortay Connect
Communication technology should create advantages, not headaches. But when every vendor claims transformation and every platform promises revolution, how do you cut through the noise?
That's why we built Fortay Connect in 2019. We wanted to create what we wished had existed: a truly independent communications consultancy that puts your business outcomes first.
We've helped 100+ enterprises transform how they connect. From enabling global law firms to deliver borderless service to helping healthcare recruiters slash response times during critical shortages. Each success comes from combining deep technical expertise with focus on business impact.
Nat Brown
TH March
Customer Experience strategist with a drive for and experience of combining technology, processes and people to improve value to the customer and business. Certified CX professional, PRINCE2 Practitioner, ACII Chartered Insurance Broker and business graduate with over 20 years’ combined experience of managing projects and people.
Having previously worked in health and education settings, currently operating within a regulated environment and part of the Senior Leadership Team at TH March Group - trusted people-centric insurance and risk experts.
Josh Bowles, Theta Lake
Learn how Zoom Compliance Manager powered by Theta Lake provides data governance, information protection, risk management and communications compliance across the Zoom platform. Helping Financial Services organizations meet regulatory requirements, gain visibility, and take proactive steps to comply with regulatory requirements. Now including a new module for Zoom AI Companion.
Zoom customers and prospects want to get the most out of Zoom AI Companion, but often face friction and challenges from their own security and compliance teams and their increasing governance requirements. Zoom Compliance Manager Powered by Theta Lake gives customers all the capabilities they need to address those governance use cases.
Learn how to solve legal, compliance, and risk use cases for Zoom workplace, including Zoom AI Companion Communications and Interactions, with Zoom Compliance Manager Powered by Theta Lake.
Zoom Expert
Join Zoom for a live FinServ AI virtual agent demo using their state of the art technology in the EBC. They'll show a controlled workflow from start to finish and then allow time for the room to stress-test it, and poke as many holes as possible (if you can!).
About the venue: Zoom's state of the art EBC
Zoom’s London office showcases a next-generation Executive Briefing Centre and “Experience Centre”, designed to demonstrate modern hybrid collaboration in practice.
Highlights include a state-of-the-art executive boardroom designed to showcase next-generation Zoom technologies, including an 18-person boardroom with a floor-to-ceiling 8K LED screen and integrated camera/audio systems.
The space also includes an Engagement Hub with zones designed for community, hybrid collaboration and focused work - useful context for practical discussions about real-world deployment and adoption.
Full address: Midcity Place, 71 High Holborn, London WC1V 6EA
The agenda
15:30 - 15:35: Welcome and why we are here
Mark Taylor from Fortay Connect frames the objective, agenda and what you'll all leave with.
15:35 - 16:30: Theta Lake compliance talk + Zoom expert session and live demo
Here's the fun part. Zoom will run everyone through a live Financial Services AI Agent demo, with opportunity to ask questions and challenge. There'll also be a deep dive into how Zoom Compliance Manager - powered by Theta Lake - keeps cutting-edge financial communications secure and compliant.
16:30 - 17:00: Beyond the Bot: How TH March (est. 1887) uses AI to augment the human broker
How does a specialist insurance broker with over 135 years of history modernise its contact centre while staying strictly compliant? Join Nat Brown, Head of CX at TH March, to explore the balance of rapid AI innovation and operational control. Learn how her team operates in the top 10% of Zoom's AI users globally - utilising AI meeting summaries to fuel business improvement, deploying automated call-backs for efficiency gains, and using built-in sentiment and compliance tools to silently monitor FCA and GDPR language.
17:00 - 19:00: Drinks and networking
Join us at Zoom's bar for a few drinks, debrief and a chance to share stories/experiences.
