WELCOME TO THE CCW UK SUMMIT

11-13 May 2026 | Novotel London West, UK

View the 2026 Agenda

Partnership Opportunities

Sarah Durber

VP of Customer Success PensionBee

Monday 11th May 2026 - Agent of the Future Focus Day

2:55 PM WORKSHOP: THRIVING THROUGH CHALLENGES: HARNESSING EMPATHY AND EMOTIONAL INTELLIGENCE

Build practical skills to stay resilient and effective in demanding environments. This interactive session focuses on strengthening emotional intelligence, using empathy as a professional advantage, and managing pressure while maintaining performance and wellbeing.

Tuesday 12th May 2026 - Summit Day 1

10:50 AM PANEL DISCUSSION: 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 Sarah.

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk