The commercial benefits of managing customer vulnerability
This session delves into the commercial advantages of effectively managing customer vulnerability. We explore how companies can enhance their reputation, build customer loyalty, and gain a competitive edge by using personalisation and adopting a customer-centric approach. Our expert panel will present real-world examples demonstrating how businesses can use personalisation to improve customer satisfaction, reduce complaints, and raise retention rates.
Attendees learn about best practice for identifying and supporting vulnerable customers, ensuring that firms’ products and services are inclusive and accessible. We will discuss the role of data and technology in both identifying vulnerability and tailoring customer interactions to meet specific needs. Additionally, the webinar will cover the latest regulatory guidelines and how aligning with these can mitigate risks and foster trust.
This webinar is for those looking to gain from customer vulnerability management as a strategic asset to help drive growth, improve customer outcomes, and strengthen firms’ market positions.
Download slides from the webinar (PDF 1.7MB)
Speakers
Charlie Williams
Charlie is a customer and employee experience expert and Net Promoter Certified Associate. Charlie is CEO at CXCO Ltd – experts in capturing the data and insights needed for businesses to improve, innovate, and measure Consumer Duty outcomes. He was one of the founders of Investor in Customers in 2006 and was previously managing director of Motivating Loyalty.
James Edmonds
James Edmonds is the managing director of Duty CX, commercial director at Investor in Customers and a global customer experience consultant at Lexden CX. He has operated in customer experience and strategy roles primarily in financial services for nearly 20 years, having worked at L&G, RSA, More Than, JUST, James Hay and Nucleus.
Andrew Gething
Andrew is the founder and managing director of MorganAsh. He is a highly successful entrepreneur who has taken an IT start-up through growth and profitability to successful acquisition and floated a private computer games company on the London Stock Exchange. He is a recognised consumer vulnerability specialist and champion, is the driving force behind the award-winning consumer vulnerability management tool, MARS – adopted in the financial services, credit and utilities sectors.
