Building AI on a Foundation of Trust: Lessons from a Regulated Industry

Government is now grappling with many of the same challenges financial services has been navigating for years, AI adoption, trust, data, regulation, and personalisation, often under just as much scrutiny. In this fireside chat, Matthew Harwood, Marketing CIO at NatWest, shares his experience of working in an organisation that is building its AI and Agentic capabilities from a foundation of trust with its customers within a highly regulated industry and how considerations are made as to how and where AI is used internally and externally to create customer experiences.