AI adoption in financial services isn't stalling for lack of ambition or budget. It's stalling at the point where controlled experiments meet production reality.
In this webinar, experts from boost.ai, Ciklum and the banking industry dig into the findings of the 2026 State of AI in BFSI Contact Centers: Stuck in Pilot - a new report surveying 200 senior decision-makers across the UK, Nordics and DACH. The data is striking: 41% of organizations are running AI pilots that have never reached production, and just 4% have achieved a fully agentic service model.
So what's actually blocking the other 96%? Join us as we unpack the real barriers and explore what it takes to move from a promising pilot to a contact center AI that performs in the real world.
Speakers:
Adam Fenwick, SVP Partnerships, boost.ai
Adam leads partnerships at boost.ai, working with financial services organisations across Europe to move AI from pilot to production. He brings deep knowledge of the BFSI technology landscape and has been closely involved in shaping how boost.ai and its partners help regulated industries deploy AI at scale.
Sarah Topping, Principal Lead Agentic CX, Ciklum
Sarah specialises in the practical realities of scaling AI in live BFSI environments — covering integration, operating models, governance and production readiness. She works with banks, insurers and financial services firms to bridge the gap between AI ambition and production-grade deployment.
Ramtin Matin, COO & CTO, Huddlestock Fintech AS
Ramtin brings firsthand experience of deploying conversational AI at scale within a major Nordic bank, having led one of the earliest and most advanced AI programmes of its kind in the region. He now serves as COO & CTO at Huddlestock Fintech AS, and brings an independent perspective on what it takes to move AI from boardroom ambition to production reality in financial services.
Key report findings covered:
- 41% of BFSI organisations have AI pilots with nothing in production
- Legacy system integration is the #1 barrier to scaling
- The average cost per voice interaction is $11 — and the pressure to reduce it is only growing