How can banks scale agentic AI while maintaining customer trust? In part one of this two-part conversation on CGI’s From Transactions to Trust podcast, Andy Schmidt, CGI’s Global Industry Lead for Banking, joins Mehmet Eryilmaz and Katharina Dubberke to explore how AI agents can reshape banking workflows—and what it takes to move beyond pilots.

Discover where agentic AI can deliver value across customer onboarding, know your customer (KYC), financial crime investigations, lending and customer service. The discussion examines the trusted data, AI governance and operational readiness banks need to scale, with human oversight guided by risk and customer impact.

Tune in to explore:

• How AI agents can interpret information, plan and coordinate actions across banking systems.
• Which high-volume, repeatable processes offer opportunities for measurable business value.
• How model selection and operating costs shape the business case.
• Why accountability, explainability and ongoing monitoring are essential to responsible AI.
• How regional expectations influence AI adoption and customer trust.

Listen for practical perspectives on building an agentic bank with clear purpose, strong governance and people involved where their judgment matters most.

CGI From transactions to trust - listen to our latest podcast offering clear, forward-looking perspectives on what’s next for the industry

Rédaction

What will digital assets, stablecoins and tokenized money mean for the future of payments and banking?

In Part 2 of this two-part series, Andy Schmidt, CGI’s Global Industry Lead for Banking, speaks with Sean Devaney, CGI’s Payments Market Strategy Lead, about how financial institutions can prepare for changing payment models.

They explore the practical differences between stablecoins, tokenized deposits and central bank digital currencies, as well as why cross-border payments remain slow, costly and complex. The conversation also examines how ISO 20022, instant payment networks and payment orchestration can improve payment speed, transparency, liquidity management and risk control.

As digital assets and payment infrastructure evolve, operational resilience, regulatory confidence, interoperability and trusted partnerships will be essential. Listen for practical insights on payment modernization and how banks can build more flexible, resilient and trusted payment services.

Continue the conversation with Part 1, covering real-time payments, open banking, artificial intelligence and payment modernization.

Read the full summary

CGI From transactions to trust - listen to our latest podcast offering clear, forward-looking perspectives on what’s next for the industry

Claims are supposed to be the moment of truth in insurance, yet they still feel reactive: slow first notice of loss, fragmented handoffs, and a payout-first mindset that leaves customers frustrated. We sit down with Guillaume Brassat, a leader in our AI and technology practice in Canada, to talk about what changes when we stop treating AI as a bolt-on tool and start using it to redesign claims end to end.

We dig into the rise of agentic AI and orchestrated agents, where AI can complete tasks across an entire workflow with human oversight. That shift opens the door to faster cycle times, clearer communication, and “next best interaction” experiences that stay ahead of customer needs. We also unpack the real engine behind prevention: data. Telematics, photos, geolocation, IoT, and digital behaviour signals can help insurers anticipate risk tied to life events and real-time context, turning claims from a cost centre into a value driver.

We also tackle the practical realities leaders face: sensitive PII, data classification, and why a hybrid setup combining sovereign or on-prem AI with cloud AI can unlock progress safely. Fraud detection is a standout use case, but it is also an arms race because bad actors have AI too, which makes governance, transparency, and strong historical data even more important. If you are serious about improving customer experience in insurance claims, this is a roadmap for moving from quick fixes to true transformation.

Subscribe for more conversations on AI in insurance, share this episode with a colleague working on claims or customer experience, and leave a review telling us: what is the first part of your claims journey you would reimagine?

CGI From transactions to trust - listen to our latest podcast offering clear, forward-looking perspectives on what’s next for the industry

Payments are no longer just a utility—they’re becoming a strategic growth engine for banks.

In this episode of From Transactions to Trust, CGI’s Andy Schmidt speaks with payments expert Sean Devaney about how AI, real-time payments, ISO 20022 and open banking are changing banking.

They explore:

• How banks can use AI to improve fraud detection, exception handling and payment investigations
• Why ISO 20022 and richer payment data matter
• How real-time and embedded payments are changing customer expectations
• How banks can govern AI responsibly while maintaining trust and resilience
• Why payment flows are critical to liquidity, deposits and long-term client relationships

If you work in banking, payments or treasury, this episode offers a practical view of how financial institutions can modernize payments and turn them into a competitive advantage.

Listen to From Transactions to Trust for clear, forward-looking perspectives on the future of financial services.

CGI From transactions to trust - listen to our latest podcast offering clear, forward-looking perspectives on what’s next for the industry

Stablecoins and tokenized deposits are reshaping the conversation around the future of money movement, but what does real-world adoption actually look like for banks, businesses and regulators?

In this episode of From Transactions to Trust, Andy Schmidt, CGI’s Global Industry Lead for Banking, speaks with David Hooper, lead of CGI’s Canadian Open Banking and Payments Center of Excellence, about the practical use cases, limitations and opportunities behind digital money.

They explore why stablecoins are not yet mainstream payment rails, despite high transaction volumes, and where they are gaining traction, including institutional treasury, liquidity management, cross-border funding and always-on value transfer. The conversation also explains the growing interest in tokenized deposits, which can help regulated banks modernize money movement while preserving trust, governance and regulatory confidence.

Listeners will learn why the future of payments depends on more than blockchain speed. It also requires liquidity, settlement, foreign exchange, interoperability and trusted off-ramp infrastructure.

Tune in to hear how banks can help shape the next phase of digital money by combining innovation with the resilience and trust of regulated financial services.

CGI From transactions to trust - listen to our latest podcast offering clear, forward-looking perspectives on what’s next for the industry

Banks are racing to deliver real-time, frictionless customer experiences. But true banking transformation requires more than adding digital tools or AI.

In this episode of CGI’s Transactions to Trust podcast, Andy Schmidt and Satu Kiiski explore how banks can redesign end-to-end customer journeys to meet rising expectations for instant, seamless financial services.

They discuss open banking, embedded finance, legacy modernization, data quality, AI ROI, digital onboarding and customer journey redesign.

As customers increasingly use third-party apps and digital ecosystems for financial services, banks must rethink how they stay relevant, trusted and accessible.

Listen to learn how financial institutions can reduce friction, modernize operating models and build customer-centric banking experiences for the future.

CGI From transactions to trust - listen to our latest podcast offering clear, forward-looking perspectives on what’s next for the industry

Responsible AI in insurance: Trust, accountability and resilience in a changing landscape

Early AI adoption in the insurance industry focused on efficiency, automation and cost reduction. But as AI becomes more deeply embedded in decision-making, from claims processing to customer engagement, the conversation is shifting. Speed alone is no longer the differentiator. Trust is.

In this episode of From Transactions to Trust, Thomas Rauschen and Tom Infante explore how insurers can design, deploy and scale AI responsibly, balancing innovation with ethics, governance and resilience.

Moving beyond efficiency: Why trust defines AI success

AI adoption across insurance is accelerating, driven by the need for digital transformation and modernization. At the same time, organizations face increasing pressure to strengthen cybersecurity, resilience and regulatory compliance.

But as AI systems begin influencing outcomes at scale, the stakes change. Responsible AI is about building powerful models and ensuring those systems are safe, aligned with human values and designed with the end user in mind.

This shift mirrors a broader trend seen across industries: success with AI is no longer measured purely by efficiency gains, but by how well organizations ensure accountability, governance and trust in AI-driven decisions.

From security to resilience: A new operational imperative

Historically, security and resilience were treated as separate disciplines. Security focused on prevention, while resilience focused on recovery. Today, that distinction is disappearing.

Organizations must be both secure and continuously resilient—capable not only of protecting systems, but also of adapting, responding and recovering in real time. This is particularly critical in AI-enabled ecosystems, where interconnected systems amplify both opportunity and risk.

Defining responsible AI in practice

Responsible AI begins with a simple principle: systems must be designed to serve people.

In practice, this means:

• aligning AI models with human values
• ensuring fairness and mitigating bias
• maintaining transparency and explainability
• embedding accountability across the value chain

One of the biggest challenges is ownership. In complex ecosystems involving multiple vendors and models, accountability can become unclear. Yet responsibility ultimately sits with those who design and deploy the AI capability.

Maintaining a “human in the loop” remains essential, not as a bottleneck, but as a safeguard to continuously assess outcomes and ensure ethical alignment.

As Infante emphasizes, “we should design and build systems and models that are not only safe… but aligned with human values.”

Governance as the foundation of trust

As AI adoption scales, governance becomes a central concern.

Key risks include:

• Automation bias: unintentionally reinforcing historical or data-driven biases
• Ethical drift: gradual deviation from organizational values as systems evolve
• Lack of transparency: limited visibility into how decisions are made

To address these challenges, organizations must embed governance into AI design from the outset. This includes clear oversight mechanisms, transparent processes and continuous validation of outcomes.

Importantly, regulation alone is not enough. Given the speed of technological advancement, insurers cannot rely solely on external regulators. They must build internal frameworks that proactively manage risk, ensure compliance and protect customer trust.

CGI From transactions to trust - listen to our latest podcast offering clear, forward-looking perspectives on what’s next for the industry

In this episode of CGI's "From Transactions to Trust," we move beyond the hype of AI in banking to discuss what really matters: accountability and revenue. While AI has long been seen as a tool for efficiency, the rise of "agentic AI" is changing the game. These intelligent, semi-autonomous systems are not just optimizing processes—they are making decisions, generating revenue, and forcing a conversation about accountability.

Join our experts, Frederic Miskawi (Vice-President, Global Applied AI Lead) and Gaby Martin (Director, Consulting Services – U.S. Operations), as they outline a practical roadmap for building an "agentic bank." You'll learn how to:

• Generate real, measurable ROI from your AI initiatives.
• Transform traditional cost centers into engines of revenue.
• Accelerate the modernization of your legacy systems.
• Navigate the shift from rule-based automation to dynamic, intelligent action.

This episode is a must-listen for banking leaders, technologists, and anyone interested in the future of financial services.

CGI From transactions to trust - listen to our latest podcast offering clear, forward-looking perspectives on what’s next for the industry