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SIBOS Miami 2026: Melissa Tuozzolo – Global Head of Client Service​​ – HSBC

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SIBOS Miami 2026: Melissa Tuozzolo – Global Head of Client Service​​ – HSBC

Discover how predictive servicing is transforming the payments industry! In this insightful interview, Melissa Tuozzolo from HSBC shares her expertise on enhancing client experiences through proactive strategies and AI integration.

Predictive servicing focuses on improving the entire client experience, not just responding to queries.

The shift from reactive to proactive servicing is essential for reducing friction in client interactions.

AI tools are being used to enhance efficiency and productivity in servicing roles.

Tokenized deposits are revolutionizing cross-border payments, making them faster and more reliable.

The future of banking involves agent-to-agent interactions and the importance of fixing foundational processes before implementing new technologies.



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