Kilver Sidhu

Kilver Sidhu

Head of Operations (Financial Difficulty, Bereavement and Customer Vulnerability Barclays
Kilver Sidhu

Agenda Day Two

11:05 AM SESSION B: DIGITAL + HUMAN: SCALING CONNECTED JOURNEYS AROUND BETTER CUSTOMER OUTCOMES

Not every customer journey can, or should, be fully digital. During complex and emotionally sensitive moments, including financial difficulty, vulnerability and bereavement, technology must simplify experiences without losing the empathy and human judgement customers need. Drawing on Barclays' experience, understand how digital, AI and human support can work together across connected journeys. With customer NPS reaching 95% alongside strong colleague engagement, learn how joined-up services, effective partnerships and intelligent hand-offs can improve outcomes while protecting trust. 

  • Knowing when to automate and when people matter most  
  • Connecting teams, channels and functions around the customer  
  • Protecting empathy, trust and personalisation 

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

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In Partnership With:

CCW Europe Digital

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