Hear directly from the VP of Agentic Experience at Mastercard, Mara Pometti, as she shares her insights on where AI is heading in 2026 and what it means for enterprise leaders navigating the next wave of transformation. 

Recorded at The AI Summit London 2026 Leaders & Legacy reception, that celebrated a decade of AI innovation, this conversation explores the rise of agentic systems, the strategic shifts reshaping how organisations deploy AI, and the practical implications for businesses operating at scale. Get an insider's perspective on what's coming to The AI Summit London—where the world's most forward-thinking executives gather to turn AI strategy into measurable business outcomes.

What are the key IT trends you foresee for 2026?

One of the biggest trends will be the deployment of AI agents into production. Over the past two years, we've been discussing AI agents primarily in the context of proof-of-concept (POC) phases, but this year is set to focus on production and deployment. Deploying these systems brings a new set of considerations, especially as agents introduce unique challenges in terms of their behaviours and workflows.

Another major trend will be what I call customer experience-led AI. This involves designing agents whose activities, behaviours, and workflows are centred around the customer experience. It’s critical to ensure these agents align with user expectations and intents to avoid disappointing them. However, achieving this alignment is technically very challenging, and it’s an area that requires significant focus.

Finally, I believe AI risks in the context of agents will be a key trend. As we delegate decisions to systems with agency, we need to develop new frameworks to mitigate the risks associated with these technologies. This is an essential consideration as AI systems become more autonomous.

What are you most looking forward to at The AI Summit London this year?

I’m particularly interested in understanding how corporates are approaching the topic of deployment. As I mentioned, deployment is a major trend, and I’m keen to see how different industries and sectors—not just financial services—are experimenting with architectural choices to bring AI agents into production.

Another area I’m excited about is upskilling the workforce. I want to learn more about the tools and strategies that organisations are adopting to reskill their employees and prepare them for the changes AI will bring. Workforce upskilling is a critical topic as AI continues to reshape industries.

Lastly, I’m eager to hear discussions around the concept of AI experience. Specifically, I want to see if there’s a growing recognition among corporate leaders of the importance of building agents that align with human experiences and deliver the outcomes users truly want. It would be great to see validation of this idea becoming more embedded in the thoughts and strategies of leaders, as it’s a highly valuable topic for products and systems.

Why do you think the idea of AI experience is so important?

AI experience is vital because it ensures that the systems we build are not only technically robust but also aligned with human expectations and needs. Agents must deliver real outcomes that users value, and this requires a deep understanding of the human experience. I hope to see this concept gain more traction among corporate leaders, as it’s essential for creating products and systems that truly resonate with users and drive meaningful results.

Why should people attend The AI Summit London?

The AI Summit is a fantastic opportunity to explore these critical topics, from deployment and upskilling to the alignment of AI systems with human experiences. It’s a chance to learn from industry leaders, share insights, and shape the future of AI in a way that benefits both businesses and their customers. I’m looking forward to seeing how these discussions unfold and how they influence the direction of AI innovation.