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

Justin Arnoldi is Managing Director, Enterprise Sales at Backbase, bringing more than 20 years of technology sales leadership and deep expertise in banking, AI, and digital transformation. Throughout his career, Justin has built a strong track record of opening new markets, growing strategic accounts, and building high-performing revenue organizations. Prior to joining Backbase, he led EMEA and APAC growth at Kasisto, where he spearheaded expansion into South Africa and the Philippines, securing Tier 1 banks as anchor clients. He also doubled ARR within a major Australian banking account in 18 months and helped secure the first customer-facing Agentic AI deployment in Southeast Asia. Across his career, Justin has delivered sustained 24% year-on-year growth over a decade, scaled partner ecosystems from 1 to 23 technology vendors, and led teams across multiple regions. At Backbase, Justin continues to work at the intersection of AI, banking, and transformation, helping financial institutions navigate the shift from digital banking to AI-native banking.

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.