July 6, 2026
From CX to AX: Experience in the Age of Agents
Modern-day banking is a story of interfaces. Financial services firms have spent the past decade perfecting the smartphone experience for human eyes. But with the rise of agentic AI, the question becomes "Who are you targeting when your human customer owns the account, but their agent is making 80% of their routine financial decisions?"
This article, the first in a four-part Alvarez & Marsal's series on agentic AI in financial services, explores:
- Key elements in the agent experience, and how it differs fundamentally from customer experience
- What happens to the cost of switching when customer inertia is no longer a blocker?
- How regulators are reacting across jurisdictions, and how agentic AI will be governed in financial services
If you're wondering where your business sits, and what steps to take next, this article is the place to start.
