About this episode:

AI has already delivered impressive gains - from streamlining back-office operations to powering conversational assistants. But Agentic AI represents an entirely new frontier.

These systems don’t just respond - they act. They make decisions, take initiative, and operate on behalf of users with a level of autonomy that could fundamentally reshape how banks and financial institutions serve their customers.

So, what’s still missing? What barriers are holding us back? And most importantly, what needs to happen for Agentic AI to deliver real value - for both customers and institutions?

In this episode, David Barton-Grimley is joined by Gradient Labs, who recently worked with a major UK bank to implement Agentic AI in a way that didn’t just automate, but truly transformed critical customer interactions. Alongside a panel of experts, the conversation digs into the biggest challenges around ownership, regulation, and trust.

Is Agentic AI the future of customer experience - or just the latest tech buzzword? You’re about to find out.

This week's guests:

Dimitri Masin - CEO at Gradient Labs
Tim Elder - Chief Product Officer at Multiply
Aditi Subbarao - Strategic Partnerships Lead, Instabase

Find out more about Gradient Labs

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About 11:FS

At 11:FS, we don’t just talk digital - we make it happen. We're building truly digital financial services by partnering with bold teams to take them from market insights to real-world products. Whether you're an incumbent innovating or a startup breaking new ground, we bring the strategy, research, design, and delivery to make it real. Less talk, more impact.Proud winners of the British Bank Award for Consultancy of the Year - five times and counting. 👉 Learn more at ⁠⁠⁠11fs.com/ventures⁠⁠

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About Fintech Insider:

Fintech Insider by 11:FS is a bi-weekly podcast that covers everything from finance and banking to technology and the latest trends in financial services.

Our expert hosts, with hands-on industry experience, are joined by key decision-makers, VCs, and top reporters from across the financial landscape, including guests from companies like Stripe, Revolut, Plaid, PayPal, and Monzo. Together, they break down the biggest news and innovations shaping the space.

Our weekly news show drops every Monday, covering major stories like mergers, new product launches, regulatory shifts, and emerging tech trends. On Thursdays, our Insights show goes deeper into the hottest topics driving the future of finance, including AI in banking, decentralised finance, and the evolving landscape of embedded finance.

Whether you're already in the fintech game or just starting to explore, this is the #1 podcast for you.

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Got a question for us? Email ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠podcasts@11fs.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠!

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Jeff Tweedy (2021)