Customer identity was built to answer one question: Is this the right person? Agentic AI has fundamentally changed that question. Customers are now delegating tasks to AI assistants that compare offers, manage accounts and carry out transactions through existing applications, using valid credentials and often making decisions on their behalf. The question now is: Who is making the decisions, whose interests do they serve, and how can you earn their business while protecting your customers?
Mickey Boodaei explores how agent-driven interactions are rewriting the rules of business, fraud and security. What happens to conversion, upselling and customer loyalty when an AI agent makes decisions on behalf of your customers? How can you distinguish legitimate delegation from sophisticated fraud when both involve valid accounts? And where should human approval remain essential, even after successful authentication? In this session, you'll discover the business opportunities, fraud risks and security vulnerabilities emerging across customer-facing applications, along with the critical steps organisations need to take to stay ahead.
