Vedran Mrvica

Head of Sales and Service Quality Zagrebacka Banka

Vedran Mrvica is a Director at Zagrebačka banka (UniCredit Group) with extensive experience in customer experience management, service quality, and operational excellence. Throughout his career, he has focused on enhancing customer satisfaction, developing innovative services, and leading digital transformation initiatives that improve customer experience and create sustainable business value. He has a particular interest in leveraging artificial intelligence and emerging technologies in the financial sector to enhance service quality and operational efficiency.

Summit Day One - Tuesday, 6th October 2026 [CET]

16:35 Panel Discussion: Winning Over the Room: How CX Leaders Are Building the Case for Customer-Facing AI

Deploying customer-facing AI rarely stalls on the technology. It stalls on internal buy-in. Whether it's a risk committee, legal, compliance, or a sceptical exec team, every organisation has its own version of the room you have to win before AI ever reaches a customer. This panel brings together CX leaders across industries to compare how they built internal alignment, navigated their own governance and approval processes, and moved from pilot to production at scale.

Learning Objectives

Awareness of the range of strategies used to win over internal stakeholders and gatekeepers, regardless of industry
Understanding of how governance, risk, and approval processes shape AI deployment decisions differently across sectors

Key Takeaways

Approaches to overcoming internal resistance and gaining stakeholder buy-in
Lessons learned from organisations at different stages of AI deployment
How to handle common missteps that can stall progress, wherever they originate

Check out the incredible speaker line-up to see who will be joining Vedran.

Download The Latest Agenda

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