Vicky Hunter

Head of Complaints NatWest Bank (RBS Group)

Executive Exchange Day One - Tuesday, 4th November 2025

11:50 AM EMPOWERING VULNERABLE CUSTOMERS IN THE AGE OF GEN AI: THE HUMAN-IN-THE-LOOP APPROACH

As AI reshapes customer service, it’s crucial to keep vulnerable customers at the heart of the process, blending cutting-edge technology with human empathy to offer life-changing support when it matters most.

· Understand how AI can help, while ensuring it never overlooks those in distress or facing hardship

· Balance automation with human decision making to safeguard emotional and financial well-being

· Address the needs of customers impacted by fraud, scams, and other vulnerabilities with personalised, compassionate care

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

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