Only 1 in 4 banks have moved AI beyond pilots to create real competitive advantage.

With billions committed to AI across the Middle East, the question now is whether that investment will translate into measurable impact.

Some banks are starting to give AI the authority to act and resolve customer needs; others believe it should remain firmly in an advisory role. The industry has yet to agree on where that boundary should sit and the implications for customer trust, loyalty, cost-to-serve and growth are still being tested.

Over 90 minutes, we’ll get specific about three questions banks are grappling with but rarely discuss openly:

Discussion

Topics

The real-world decisions behind conversational AI practical choices and challenges banks in the region are navigating as they move conversational AI from pilots into production

Who owns trust when AI acts? As AI takes on more consequential customer interactions, where should the guardrails sit? Who signs off, who stays in the loop, and who is accountable when the AI gets it wrong?

What does “good” actually look like? Beyond containment and automation rates, what should conversational banking deliver to the P&L? Lower cost-to-serve, faster resolution, deeper relationships—or all three? And if it’s working brilliantly, what friction should the bank’s best customers simply stop noticing?

SUBJECT MATTER EXPERT

Justin Arnoldi

MD Enterprise Sales at Backbase

Over 20 years in technology sales leadership, Justin has built revenue engines: sustained 24% YoY growth for a decade, scaled partner ecosystems from 1 to 23 vendors, and led teams of 10–15 across multiple regions. Currently Managing Director for EMEA and APAC at Kasisto, working at the intersection of AI and financial services,.

ABOUT

Backbase

Backbase is on a mission to put bankers back in the driver’s seat — fully equipped to lead the AI revolution and unlock remarkable growth and efficiency. At the heart of this mission is the world’s first AI-powered Banking Platform, unifying all servicing and sales journeys into an integrated suite. With Backbase, banks modernize their operations across every line of business — from Retail and SME to Commercial, Private Banking, and Wealth Management. Recognized as a category leader by Forrester, Gartner, Celent, and IDC, Backbase powers the digital and AI transformations of over 150 financial institutions worldwide. Founded in 2003 in Amsterdam, Backbase is a global private fintech company with regional headquarters in Atlanta and Singapore, and offices across London, Sydney, Toronto, Dubai, Kraków, Cardiff, Hyderabad, and Mexico City.