Financial services leaders face a tough balancing act: meet ever-tightening compliance demands, protect against fraud, and still deliver the kind of customer service that builds loyalty for life. That’s where Auto QA comes in.

In this session, you’ll hear from two leaders with first-hand experience on both sides of that challenge:

• Mark Ezell, AmplifAI – With a career spanning American Express and Discover, Mark has run customer experience and contact center operations at scale, launching performance strategies that turned frontline teams into high performers. He knows what it takes to build service excellence while staying on the right side of regulation.
• Kotei Kotey, CMP Research – With experience at Deloitte, Gartner, and Bank of America, Kotei brings a research-driven perspective on how finance leaders are adopting AI and Auto QA to close compliance gaps, improve operations, and raise the bar on customer experience.
• Moderator: Scott Logan, AmplifAI - Scott will guide the conversation to connect the big picture with practical takeaways.
  

Together, they’ll explore how Auto QA helps banks, credit unions, and card issuers capture every interaction, ensure compliance, and convert insights into real improvements. You’ll see how forward-thinking institutions are going beyond “checking the box” on QA to deliver stronger service, better outcomes, and more effective coaching.

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• How QA in financial services has evolved from manual sampling to 100% coverage.
• Where Auto QA delivers impact: new account openings, collections, disputes, and universal agent readiness.
• How to address compliance and fraud challenges while maintaining security with cloud or on-prem deployment.
• Why AmplifAI’s differentiated approach - human-to-human interaction expertise, proven QA models, safe prompt design, and direct-to-leader actions - drives faster results than internal builds.

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