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James
Hewitson
Head of Customer Support, UK
HSBC
James is currently Head of Customer Support, HSBC UK, and leads c.2.8k onshore and c.1.4k offshore colleagues. His remit spans WPB and CMB Financial Support, Complaint Handling, Supported Banking Journeys, WPB Credit Underwriting, Financial Crime Operations, FST Analytics and Decision Systems, and Strategic Services. This structure focuses on delivering the best possible service in the moments that matter, empowering colleagues to act quickly, and driving long-term growth through a simpler operating model. Previously Managing Director of Conduct, Risk, Underwriting and Customer Support, James has held a variety of leadership roles over his 20-year HSBC career, including CEO of HSBC Life Malta, Head of Wealth & Advice UK, and Head of Investment, Wealth & Solutions & Insurance. He began his career as an actuary at HSBC Life UK, with earlier experience at Nationwide Building Society and Zurich Insurance. James holds an Executive MBA from London Business School, an MSc from Cranfield University, and is a Member of the Chartered Bankers Institute.
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03 December 2025 11:45 - 12:15
Empathy at enterprise scale: Maintaining connection in high-volume support
In a highly regulated and high-volume environment, delivering truly empathetic customer support, especially to vulnerable customers, presents unique challenges. James Hewitson, Managing Director, Conduct, Risk, Underwriting & Customer Support at HSBC, will share his expertise on building best practices that embed genuine empathy within large-scale support operations. James will explore strategic approaches to integrating automation and advanced agent training to ensure customers feel cared for even when they're only one among tens of thousands of tickets. He will demonstrate how to leverage technology to streamline processes while simultaneously empowering agents to provide personalised, human-centred interactions, ensuring that clients feel heard and understood. This session will offer invaluable insights for any organisation striving to balance efficiency with profound customer care.
03 December 2025 12:15 - 12:45
Fireside chat: Bridging the gap - Empathy and impact across organisations
Following his keynote, James Hewitson will join Ronan Corby, Regional Head of Services at ALONE, for a compelling fireside chat that delves deeper into the practicalities of empathetic customer support. This session will explore the shared imperative of translating challenging customer interactions into actionable insights that lead to better service and real-world impact. James and Ronan will discuss the nuances of achieving this in vastly different organisational contexts: from HSBC's global banking operations, managing high volumes and complex regulations, to ALONE's critical work supporting older people in need with a more direct, community-focused approach. They will uncover the common threads and unique challenges in identifying customer needs, fostering team resilience, and driving continuous improvement in service delivery. You will gain a broader perspective on how empathy-driven support, regardless of scale or industry, can be a powerful force for good and a driver of organisational success.