Leading with empathy: delivering a

compassionate customer experience

Going above and beyond for customers in times of financial hardship – a technology enabled approach

10 June | 3PM BST/10AM ET | Hosted online

Banks and insurance companies have been striving to help customers facing hardship for many years but the recent global disruption has, for many organisations, moved this to the top of the agenda. 2020 saw both financial and social shock-waves roll across the globe, and suddenly, a whole new swathe of customers found themselves in economic difficulties, and needing support from their financial services partners.

This support has never been more important, and how banks and insurers respond – proactively, and with empathy and compassion – at these key times, is imperative, not only protect business reputation and customer engagement and retention rates, but to potentially guard against financial losses too.

Join our expert panel as we explore how banks and insurers are best identifying and supporting customers facing financial difficulties, how they are optimising digital capabilities to enable their workforce to provide an empathetic and personalised service, and how they are deploying new technologies to offer an exceptional and compassionate customer experience in times of great need.


Tim Hawley

Head of Customer Vulnerability and Complaints InsightCapital One

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Tim Hawley
Tim Hawley

Head of Customer Vulnerability and Complaints Insight

Capital One

Tim leads a multi award winning approach with a focus on Universal Design Standards for Vulnerability and promotes consistent practices across the industry. He has made publicly available the Capital One approach to Vulnerability Design and is a sought after speaker on this topic.

Vicki Heslop

Head of CXCovéa Insurance

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Vicki Heslop, Covea Insurance | Insurance Innovators
Vicki Heslop

Head of CX

Covéa Insurance

Vicki was appointed to Head of Customer Experience and Motor Claims in December 2019 and is responsible for the operational management of the customer facing personal lines claims teams, along with developing and leading the customer experience strategy across Covéa Insurance.

With over 20 years’ experience working across a variety of claims management roles; Vicki has been instrumental in the culture shift at Covéa Insurance, placing greater focus on all elements of customer experience.  Since 2014, Covéa’s Personal Lines claims, underwriting services and Provident teams have all attained the ICS ServiceMark Accreditation with distinction along with their Commercial and HNW departments.

Neal Keene

Field Chief Technology OfficerSmart Communications

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Insurance Innovators: Neal Keene
Neal Keene

Field Chief Technology Officer

Smart Communications

Neal is the Field CTO at Smart Communications, the only provider of a customer conversations management platform. Neal has more than 25 years of experience helping businesses – especially those in insurance and financial services – to modernize their customer communication and business process tools to take advantage of digital innovation. Having worked with a range of clients, from small businesses to large enterprises, Neal has deep experience in strategic product planning, business development, industry solutions and analyst relations. Prior to joining Smart Communications, Neal held executive positions at Intelledox, Thunderhead Inc., and EMC Document Sciences.

Andy Katzen

Industry PrincipalPegasystems

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Andy Katzen
Andy Katzen

Industry Principal


Andy Katzen is an Insurance Industry Principal at Pegasystems.  His role is to help the world’s leading Insurance carriers utilize Pega’s platform to boost efficiency and solve problems fast. He came to Pega with nearly thirty years of IT and Insurance experience. Most recently he served as the Market Lead for Life, Annuity and Group Benefit products at a leading global Consulting organization. In this role he led the Go-to-market team who owned the software solutions and implementation services for the Insurance Practice. Prior roles have included Development and Implementation Management positions with Oracle’s Financial Services Business Unit, as an application developer with AIG Insurance, and as an AVP of Technology with Barclays Bank. Andy is a Penn State graduate and resides in the Philadelphia area.


10 June at 3pm BST/10am ET

60 Minutes

  • The impact of global disruption: how have the instances and rates of economic hardship changed and how are they likely to continue to shift?
  • Acting with speed and care: how successful have financial organisations been so far in proactively recognising and understanding customers facing economic hardship?
  • Human, digital, hybrid: how important is the human touch for the vulnerable? Do digital-first communications pose barriers for customers in vulnerable situations?
  • Exploring AI and ML: how can banks and insurers use digital capabilities to track customer communications in real time and provide a more personalised and compassionate response?
  • Improving insight: how are organisations getting more from their data and using that knowledge to offer greater value to customers?
  • Managing the emotional side of finance: how are banks and insurers ensuring contact centres have the tools and processes in place to navigate their expanding role?
  • Making the conversations count: how can technology be proactively deployed to allow staff to move away from transactional conversations to more meaningful interactions?
  • From chatbots to virtual assistants and instant messaging: Are they primarily for simple use cases or can they be utilised to handle more complex customer queries?
  • Inspiring customer trust and loyalty: how can banks and insurers ensure empathy is central to company culture?
  • How can regulators, financial services institutions and consumer bodies work together to improve the treatment of customers dealing with economic hardship in the future?


Sponsored by:


About Smart Communications

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry.

To learn more, visit




Sponsored by:

Pegasystems webinar | Insurance Innovators

About Pegasystems

Pega delivers innovative software that crushes business complexity. From maximizing customer lifetime value to streamlining service to boosting efficiency, we help the world’s leading brands solve problems fast and transform for tomorrow. Pega clients make better decisions and get work done with real-time AI and intelligent automation. And, since 1983, we’ve built our scalable architecture and low-code platform to stay ahead of rapid change. Our solutions save people time,
so our clients’ employees and customers can get back to what matters most.

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