Tangerine’s Path to Agentic AI: Building Better, Smarter CX in Banking

July 15, 2025

30 minutes

Join Harry Clapham, Director of Operations Strategy and Enablement at Tangerine, for a behind-the-scenes look at how Tangerine is approaching agentic AI for customer experience. In this fireside chat, Harry will walk through how his team is shaping a roadmap that balances long-term vision with near-term impact—starting with strategic alignment, choosing the right technology partner, and building internal support.

What you'll learn:

How Tangerine is designing its AI strategy around agentic customer support

What went into selecting a vendor aligned with long-term CX transformation

How the team built trust, buy-in, and momentum across the organization

The principles guiding innovation while managing risk and compliance

How Tangerine is preparing to scale and evolve as needs and technologies change

Harry Clapham

Director of Operations Strategy and Enablement, Tangerine

Harry Clapham is a transformational leader with global experience driving innovation in financial services. At Tangerine, he leads the bank’s multi-year strategy to elevate customer service through AI, automation, and digital modernization. Prior to Tangerine, Harry held senior roles at HSBC and first direct, where he led large-scale CX and operational change initiatives across Canada, the UK, and Asia.

Max Black

VP Sales, ASAPP

Max Black is a sales leader at ASAPP who owns strategic customer relationships across financial services, utilities, retail, and other sectors for the firm. An early employee of ASAPP from 2017, Max founded the Customer Success function and also led Solutions Engineering, playing a key role in growing the company’s impact to customers and refining its approach to value delivery and technical solutioning. Prior to ASAPP, he worked on some of the earliest enterprise AI transformations at IBM Watson Group for multinational clients across sectors.

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