Banking's Next Customer Interface: Building Trust in the Age of AI Agents. Interview with Adam Preis

AI agents are about to sit between you and your bank, and that changes everything about trust, authorisation, and who is accountable when something goes wrong. We sat down with Adam Preis, Director of Product Solution Marketing at Ping Identity, to unpack the new chain of trust emerging in financial services and why banks need to prepare for a world where your agent may be negotiating, switching, and transacting on your behalf. Adam breaks down why identity is no longer just about knowing the customer - it has to govern what an agent is, whose authority it carries, what it can access, and which decisions it can make. If you prefer to skim-read, you can find a summary article based on the interview on our website here: https://thebankingscene.com/opinions/... Chapter highlights include: 0:00 Building Trust in the Age of AI Agents 2:11 The Changing Chain of Trust 5:09 Types of AI Agents and Their Implications 8:47 Delegated Authority and Its Complexities 11:59 The Role of Human Oversight 14:53 Reintroducing Friction for Trust 17:13 Establishing Triangular Trust 19:15 The Impact on Customer Loyalty 21:39 Dispute Resolution in an Agentic World 25:51 Preparing for the Future of Banking