Banks, Credit Unions, and Credit Card/Payment Processing companies all value customer experience as a #1 differentiator, backed by multi-million dollar ad campaigns to prove it!

However, it’s 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 Ezzell, AmplifAI – With a career running CX and contact center operations at American Express and Discover.
  
• 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.

Capturing every interaction to ensure your High Priority needs are met is now just the start for:

• Compliance
• Fraud Detection
• Collections
• Customer Experience Metrics

AI now has the ability to convert all that data into role-based recommended actions, tailored to each agent AND coach/team lead. This is how you see real improvements in your performance.

• 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.