WELCOME TO THE CCW UK SUMMIT

11-13 May 2026 | Novotel London West, UK

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Partnership Opportunities

James Hewitson

Managing Director Head of Customer Support HSBC

Tuesday 12th May 2026 - Summit Day 1

11:25 AM PRESENTATION: BALANCING EMPATHY & AUTOMATION: SUPPORTING VULNERABLE CUSTOMERS AT SCALE

As more interactions go digital, organisations face a new challenge: ensuring vulnerable customers feel seen, supported, and protected. Learn how HSBC blends predictive analytics and automation with a deeply human approach to care

• Identify and support vulnerable customers using AI-driven insight

• Empower colleagues with automation while maintaining emotional connection

• Embed empathy and regulatory fairness across large-scale hybrid support teams

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

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