Close the Expectation Gap: Modernization & Agentic AI for Financial Services
November 18, 2025 15:00 (GMT)
About 1 hour
About this event
Customers expect instant, secure, personalized service – whether they’re in your app, on the web, in a branch, or calling the contact center. In this CSG webinar, learn how to close the “expectation gap” with modernization that goes beyond IT and the rise of Agentic AI (AI that acts in context).
See how real-time journey orchestration reduces call volume, accelerates time-to-market, and turns fragmented data into measurable ROI.
What you’ll learn
- Close the Expectation Gap: a clear 90-day plan.
- One journey, all channels: web, app, branch, contact center—in real time.
- Agentic AI 101: what it is and how to deploy safely (service, sales, risk).
- Early-mover proof: faster launches, higher NPS/retention—what worked.
- Data → ROI: turn NPS/FCR/AHT/conversion into decisions.
- IT as a value engine: from cost center to differentiator.
Problems this webinar helps solve
- Legacy vs. “now” expectations.
- Channel silos; slow response.
- Contact center overload; weak deflection.
- Data everywhere; little proof of impact.
Hosted by
GUEST SPEAKER
George Malim
Managing editor @ IoT Now
GUEST SPEAKER
Brandon Sailors
VP of CX Strategic Accounts @ CSG
GUEST SPEAKER
Lorien Carter
Senior Research Analyst @ Juniper Research
