Explore how HSBC took a transformative leap into the cloud to modernise their global customer service operations. During this session of Xperience UKI, Laura Clelland (Strategy & Channel Servicing Lead, HSBC) and Lance Tracy (Senior Manager of Channel Servicing and Customer Care, HSBC) detail their ambitious journey, from migrating thousands of agents to the cloud to harnessing AI for real-time insights and improved decision-making.
Discover how they’ve integrated cutting-edge technologies like predictive routing, speech analytics, and agent assist to boost efficiency, lower handling times, and create consistent, personalised customer experiences. Whether you’re scaling operations or exploring AI in customer service, HSBC’s success offers practical insights for driving change on a global scale.
