James Hewitson
Managing Director, Head of Customer Support HSBC
Day One
2:50 PM KEYNOTE CASE STUDY - The Behavioural Science of CX - Understand What Really Drives Customers to Deliver Better Customer Outcomes with Empowered Employees
Human empathy is non-negotiable in customer experience, so how do we design customer support and leverage technology in a way that frees agents to have more meaningful conversations? And how can this approach
With behavioural intelligence revealing how employee interactions can influence customer results, this session will additionally explore how ‘powering the people’ in CX, through enhanced Employee Experience and a focus beyond Consumer Duty, is creating measurable impact. Discover how HSBC is enabling high-performing teams and take away actionable inspiration for embedding empathy at scale throughout your customer journeys.
be effectively scaled?
This session explores how a behavioural science approach can be applied to deepen understanding of customer journeys - particularly in sensitive moments such as bereavement or financial difficulty. By building analytical capabilities grounded in behavioural insights, organisations can take more informed and timed actions that increase engagement to deliver improved customer outcomes.
With behavioural intelligence revealing how employee interactions can influence customer results, this session will additionally explore how ‘powering the people’ in CX, through enhanced Employee Experience and a focus beyond Consumer Duty, is creating measurable impact. Discover how HSBC is enabling high-performing teams and take away actionable inspiration for embedding empathy at scale throughout your customer journeys.
Check out the incredible speaker line-up to see who will be joining James.
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