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 | Limited seats
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
- Heads of Contact Centre and CX
- CIOs, Digital Transformation leaders
- COO's and Operations Transformation leaders
- Senior stakeholders with ownership across service, risk/fraud/compliance, efficiency or technology change
Live “Regulated Resolution” Challenge
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 - ambiguous intent, vulnerability cues, and “I want advice” scenarios - 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
Secure your place
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.
Zoom
Zoom
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.
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.
The agenda
15:30 - 16:00: Welcome and why we are here
Mark Taylor from Fortay Connect frames the objective, agenda and what you'll all leave with.
16:00 - 16:30: Zoom expert session and live demo
Here's the fun part. XXX from Zoom will run everyone through a live Financial Services AI Agent demo, with opportunity to ask questions and challenge.
16:30 - 17:00: Beyond the Bot: How TH March (est. 1887) Uses AI to Augment the Human Broker
In high-stakes insurance, trust is everything, and "deflecting" a client to a chatbot can be a regulatory and reputational risk. Join Nat, Head of CX at TH March, as she reveals why the highest use case for AI isn't replacing humans, but empowering them. Discover how one of the UK’s most storied brokers uses real-time AI terminology flagging to guarantee FCA Principle 7 compliance and "AI Expert Assist" to slash after-call work to under 30 seconds.
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.
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
