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.