Humanising AI in Banking: Creating a Meaningful Customer Experience

Fintech Webinar:

Humanising AI in Banking: Creating a Meaningful Customer Experience

 30/10/25 |   16:00 – 17:00 CET |  MS Teams

How can banks deliver seamless digital experiences without losing empathy, trust, or compliance?

Join EBO, APS Bank, and PwC Malta for a live expert panel and Q&A on AI-powered customer experience, revealing how financial institutions are driving efficiency while keeping human connection at heart.

• Discover how to humanise automation and build lasting trust.
• Learn how leading banks balance efficiency, empathy, and compliance.
• See how AI and psychology combine to create seamless, human digital journeys.

What’s on the Agenda?

In today’s digital-first banking landscape, the challenge is no longer just adopting AI and automation, it’s about humanising it.

Customer experience in banking goes far beyond speed and convenience. It demands empathy, precision, and emotional intelligence, especially when supporting vulnerable customers dealing with sensitive financial issues.

So, where to start? Secure your spot here.

 

One hour power-packed session:

• Intro and welcome

• Keynote by EBO

• Spotlight on APS and its success story

• Live Demo from EBO

• Insights from PwC Malta

• Q&A live discussion

Live Expert Panel

Join leaders from EBO, APS Bank, and PwC Malta as they explore how AI and human psychology are transforming financial customer experiences.

Webinar Host:

Trudy Kerr
Award Winning Interviewer

 

Speakers:

Jake Azzopardi
Data & AI, Digital Strategy & Transformation, Senior Manager at PwC Malta

 

Ronald Psaila
Head of Development and Innovation at APS Bank

Scott Lee Holloway
Head of Customer Experience at APS Bank

David Muscat
Financial Services Director at EBO

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Dr. Gege Gatt
CEO of EBO

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Be Part of the Conversation

 How can banks design AI-driven experiences that go beyond fast, frictionless transactions to build meaningful, lasting relationships?

How can we drive efficiency and reduce costs without compromising customer connection, trust and compliance?

How can financial institutions implement automation whilst staying aligned with regulations and brand values?

Join industry leaders from EBO, APS Bank, and PwC Malta for this thought-provoking webinar exploring how leading financial institutions are combining AI, human psychology, and emotional insight to deliver customer journeys that feel both digital and deeply human.

 

What we’ll cover:

  • Designing AI with empathy: How to build intelligent systems that recognise emotional cues and respond with human-like understanding.
  • Real-world case study: Learn how APS Bank, has deployed conversational AI to increase customer satisfaction while reducing operational costs, and keeping the human touch.
  • Balancing compliance and care: Hear from PwC Maltaas they discuss the benefits of automation in today’s financial sector and how AI can be used to keep up with regulatory compliance while maintaining personal engagement.
  • Smart escalation in action: Case examples where AI virtual agents hand over to human agents seamlessly for complex or sensitive -interactions.
  • Personalisation at scale: How banks are using AI-driven insights to tailor products, advice, and communication across customer segments.

REGISTER HERE!

Event Details

  • Location Online
  • Date 30th October 2025
  • Start Time 16:00
  • End Time 17:00
    • Register