Sponsor kick-off note

From

Helen Marchetti, Chief Customer Officer

To

Daniel Nguyen; Priya Raman; Tom Gallagher; Aroha Williams; Richard Vance; Fatima Haddad; Louise Chen; Sam Petrovic; Jorge Alvarez

Cc

Change lead, Change Made Simple

Date

Mon 11 Jan 2027, 8.12am

Subject

Project Compass: where we are starting

Hi all,

Welcome back. I hope you all got some real time off over the break. I wanted to put a few things in writing before the week gets away from us.

Project Compass replaces Hamlink with Salesforce and gives our customer-facing people an AI assistant, Compass Assist. I have been asked many times why we are doing it. My answer is simple. Customers tell us they have to repeat themselves, and our own people tell us they type the same thing three times. I want to fix both, and I want customers to feel the difference by June.

I know the next few months will be busy for every one of you. A few things I would like from the group:

First, be honest with Daniel and the Change lead about what is hard. I would rather hear about a problem in January than in April. Second, protect the time of the people who will test and be trained. If someone is released for a session, please let them attend it. Third, Fatima and Priya, I would like us to treat the AI assistant carefully and openly. If the answer to something is not yet, say so.

Daniel is running the programme and runs steerco. The Change lead is working alongside him on the people side and will be in touch with each of you this week to book time.

Thank you in advance. I am looking forward to this.

Helen

Helen Marchetti | Chief Customer Officer | Hampton Bank