The Future of Customer Experience in Financial Services with Agentic AI - with Abhii Parakh of Prudential Financial
Release Date: 09/05/2025
The Future of Customer Experience in Financial Services with Agentic AI - with Abhii Parakh of Prudential Financial
The AI in Business Podcast
The ‘AI in Business’ podcast connects enterprise leaders with the best insights on how AI is driving measurable impact across regulated industries. In this episode, we highlight Prudential Financial’s perspective on scaling AI in customer experience, an area facing both significant opportunity and unique regulatory challenges. By featuring Abhii Parakh, VP and Head of Customer Experience at Prudential Financial, this episode links directly into ongoing conversations with financial services leaders about digital transformation, customer trust, and the rise of agentic AI. Listeners will...
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Aligning Innovation with Oversight in AI Governance for Data Teams - with Shane Wiggins of OneTrust
The AI in Business Podcast
As AI adoption accelerates in financial services, governance leaders face the challenge of keeping oversight processes aligned with innovation. OneTrust provides data governance and risk management tools, serving over 14,000 customers worldwide across privacy, security, third-party, and AI domains. Traditional data governance models, often designed for structured databases, are not built to manage today’s dynamic, unstructured AI workflows. Without clear frameworks, organizations risk compliance gaps, inconsistent oversight, and even internal conflict over ownership of AI decision-making. In...
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Predicting System Failures with AI in Banking - with Dale Skeen of Vitria Technology
The AI in Business Podcast
Banks face some of the highest stakes when it comes to IT reliability. Even small disruptions can ripple into regulatory exposure, reputational harm, and major financial losses. Yet many financial institutions still rely on reactive monitoring systems that chase alerts without addressing the root causes of outages. On today’s episode of the ‘AI in Business’ podcast, Dale Skeen, CTO and Co-founder of Vitria Technology, explains how AI and agentic systems are reshaping IT operations in financial services. Vitria Technology is a global leader in AI-driven operations platforms, helping...
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Balancing Trade-Offs in Hybrid Cloud and the Infrastructure behind Scalable AI - with Jason Hardy of Hitachi Vantara
The AI in Business Podcast
As enterprises scale their AI initiatives, leaders face mounting challenges in balancing compute demands, sustainability goals, and hybrid cloud strategies. Many organizations rush to secure GPUs and cloud resources without accounting for hidden costs, data bottlenecks, and sustainability trade-offs. In this episode of the AI in Business podcast, Emerj Editorial Director Matthew DeMello speaks with Jason Hardy, Chief Technology Officer of AI at Hitachi Vantara, about the realities of scaling AI infrastructure at the enterprise level. Want to share your AI adoption story with executive peers?...
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Data Pipelines that Support Globalized Education and Training Programs - with Norma Scagnoli of the Illinois Institute of Technology
The AI in Business Podcast
As universities and enterprises both turn to large-scale digital learning, the challenges of scaling education look remarkably similar across sectors. From managing data pipelines to ensuring learners feel a sense of connection, success depends on more than just technology. In this Pure Storage-sponsored episode of the ‘AI in Business’ podcast from Emerj, Norma Scagnoli, Chief Learning and Innovation Officer at the Illinois Institute of Technology, discusses how higher education institutions are navigating cultural resistance, accreditation hurdles, and governance demands while scaling...
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Turning CPG Complexity into Real-Time Decisions with AI - with Henrique Wakil Moyses of Crisp
The AI in Business Podcast
The consumer goods and retail industries face an overwhelming challenge: too much fragmented data and too little clarity. From mismatched retailer reports to legacy systems that can’t keep up with today’s SKU volumes, many organizations find themselves bogged down in “data indigestion” instead of actionable insights. Today’s guest is Henrique Wakil Moyses, Vice President of Data Science at Crisp. Crisp is a data platform designed for the consumer goods ecosystem, helping brands, retailers, and distributors harmonize fragmented data from multiple sources. By providing real-time...
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Rethinking Infrastructure As the New Competitive Edge in AI - with Deborah Golden from Deloitte
The AI in Business Podcast
What if the real AI revolution isn’t in the models — but in the reimagined systems beneath them? In this episode, Deborah Golden, U.S. Chief Innovation Officer at Deloitte, joins Emerj CEO and Head of Research Daniel Faggella to rethink what powers (or derails) AI at scale. The conversation challenges conventional wisdom – proposing that the future of AI may hinge less on algorithms and more on the invisible infrastructure that surrounds them. Golden surfaces the hidden risks of silo systems, unchecked shadow AI, and the all-too-common “speed trap” mindset – making a bold case that...
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How Financial Institutions Can Prepare for the Future of Fraud with Responsible AI Deployments - with JoAnn Stonier of Mastercard
The AI in Business Podcast
As AI capabilities evolve, financial institutions face pressure to balance innovation with security, trust, and regulatory compliance. From fraud prevention to customer experience, deterministic AI applications continue to form the backbone of financial services—even as new technologies like generative and agentic AI emerge. In this episode, JoAnn Stonier, Data and AI Fellow at Mastercard, joins us to share how Mastercard is navigating these dynamics. She explains how AI-driven analytics reduce false positives in fraud detection, why “agent-ish” AI marks an important transition toward...
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Balancing Efficiency and Trust in Field Service Operations - with Eric Rivas of Electrolux
The AI in Business Podcast
In today’s high-volume service environments, the smallest misstep can erode both efficiency and customer trust. In this episode, Eric Rivas, Director for Service Repair at Electrolux, joins Emerj Editorial Director Matthew DeMello to share how frontline data and technician expertise can be better captured, organized, and applied to deliver consistent, first-visit success. Rivas advises service leaders on best practices for approaching the challenges of tribal knowledge transfer, skill development, and diagnostic accuracy in large service organizations. He also breaks down the...
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Why System Integrators Are Key to AI Success - with Pallab Deb of Google
The AI in Business Podcast
In this episode of the AI in Business podcast, Pallab Deb, Managing Director in SI & Industry GTM Partnerships at Google, joins Emerj CEO Daniel Faggella to discuss how AI infrastructure has evolved into a platform-centric foundation for enterprise transformation. Pallab explains why the modern AI stack extends beyond compute and storage to include network performance, data governance, multi-model integration, and agentic interfaces that enable real-time, multilingual, and multimodal engagement. He outlines the shift from proof-of-concept pilots to proof-of-value initiatives, where...
info_outlineThe ‘AI in Business’ podcast connects enterprise leaders with the best insights on how AI is driving measurable impact across regulated industries. In this episode, we highlight Prudential Financial’s perspective on scaling AI in customer experience, an area facing both significant opportunity and unique regulatory challenges. By featuring Abhii Parakh, VP and Head of Customer Experience at Prudential Financial, this episode links directly into ongoing conversations with financial services leaders about digital transformation, customer trust, and the rise of agentic AI. Listeners will gain actionable context for how insurance companies can responsibly adopt AI, improve employee and customer outcomes, and prepare for a rapidly changing future of customer interaction. This episode is sponsored by Cognigy. Want to share your AI adoption story with executive peers? Click emerj.com/expert2 for more information and to be a potential future guest on the ‘AI in Business’ podcast! If you've enjoyed or benefited from some of the insights of this episode, consider leaving us a five-star review on Apple Podcasts, and let us know what you learned, found helpful, or liked most about this show!