The #1 UK Event for Progressive Customer Engagement, CX, and Digital Service Leaders

12 - 14 May, 2025 | Allianz Stadium, Twickenham, London

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Paulette Toynton

MD, Global Head of Channel Servicing & Customer Care Strategy HSBC

Tuesday 13th May 2025 - Summit Day 1

9:55 AM PRESENTATION: AGENT CENTRICITY – HSBC’s (HUMAN AND VIRTUAL) TRANSFORMATION STRATEGY

Enabling our agents to help customers to get their jobs done. It’s a tough gig especially when you don’t know who is contacting and why. In this session you’ll learn how HSBC delivered a strategic transformation designed to improve customer experiences by rethinking “the hardest jobs in the company” – agents (digital and human) and their supervisors – leveraging AI and GenAI. Their proven approach kick-started a bank-wide transformation programme that’s leading to continuous improvement across customer and employee lifecycles.

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

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