Welcome to the CCW UK EXECUTIVE EXCHANGE NOVEMBER

2 - 4 November 2026 | London, UK

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Jane Brine

Deputy Director Bereavement Service and Tax Credits HMRC

Executive Exchange Day One

10:50 AM SESSION C: TURNING INSIGHT INTO IMPACT: DELIVERING HUMAN-CENTRED CHANGE IN COMPLEX SERVICE ENVIRONMENTS

Turning customer insight into meaningful, real-world improvements remains a challenge for many teams. Explore how to translate insight into tangible service change, particularly when supporting vulnerable customers and delivering more personalised experiences in sensitive moments.

Drawing on HMRC's bereavement service transformation, it will highlight how to simplify complex journeys, reduce friction and embed empathy into large-scale operations.

Translating insight into operational improvements
Supporting vulnerable customers through personalised interactions
Simplifying journeys to reduce effort
Embedding empathy into frontline delivery
Balancing customer needs with operational requirements

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

Download The Latest Agenda

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