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In-Person
4 - 5 May 2026  |  The Westin Jersey City Newport, NJ, US

About the event

The BFSI Nexus Conference is a premier forum for senior leaders and decision-makers across banking, financial services, insurance, and fintech. This  two-day event combines expert-led sessions, high-level panels, executive roundtables, and curated 1:1 meetings to explore key priorities such as digital transformation, AI, cybersecurity, payments, and risk management. Senior executives, innovators, and solution providers will connect to share insights, build strategic partnerships, and discuss practical strategies shaping the future.


Your AI Is Already Obsolete. Here's Why — and What Replaces It

Date: Monday, 4 May | Time: 1:25pm-1:45pm EST

Most financial institutions deployed AI and called it done. Call resolution rates plateaued in the mid-60s. Every change still requires a vendor ticket. Fraud is accelerating. And the AI that was deployed 18 months ago doesn’t know anything that has happened since.

In this session, Omilia shows what a self-learning agentic CX platform actually looks like in production and shares how its customers have moved from AI that decays to AI that compounds. 

We’ll cover:

  • the architectural reason why most AI plateaus
  • how to deploy LLMs where they add genuine value in the contact center and why specialized voice AI, not general-purpose language models, is the right engine for live customer calls at scale
  • what the Glass Box approach means for compliance teams who are being asked to audit decisions they can’t currently explain.
Speaker
Quinn Agen
Senior Vice President of Global Sales at Omilia

Quinn Agen is Senior Vice President of Global Sales at Omilia, responsible for driving revenue growth across the company’s global enterprise customer base. A long-standing member of the Omilia journey, Quinn has been instrumental in scaling the company from a small team in Greece to a global leader in Agentic AI for customer experience — a platform that has handled over one billion customer care interactions in natural language across more than 17 countries.

Quinn leads Omilia’s sales organization and works directly with large enterprises to move them beyond the automation plateau — identifying where legacy IVR and bolt-on AI investments have stalled, and deploying Omilia’s Self-Learning Agentic CX Platform to break through. Passionate about measurable business impact, he helps enterprise CX leaders transform their contact centers from cost centers into engines of revenue growth, operational efficiency, and customer satisfaction.

What to expect from us

  • Discover how our Self-Learning CX Platform learns from real customer interactions to provide a better service, faster responses, higher accuracy, and more personalized experiences.
  • Understand how financial institutions around the world leverage Omilia’s solutions to automate customer service, improve the customer experience and protect against fraud.
  • See our Agentic AI Adoption Framework that provides a structured, step-by-step approach for adopting Agentic AI at scale with built-in safeguards and risk control.
  • Get hands on with live demos of our Self-Learning Agentic CX Platform, Voice and Chat Agents, CSR CoPilot, Authentication Agents, and multi-layered anti-fraud solutions.