Customer vulnerability consulting and workshops
When developing your vulnerable customer strategy, benefit from our sector-leading expertise and knowhow – via our workshops, reviews and consulting services.
Understanding what the FCA’s customer vulnerability requirements mean in practice
(An introduction to customer vulnerability)
This (up to) 4–hour workshop provides an overview of the core concepts and essential topics of customer vulnerability, for regulated firms which need to comply with Consumer Duty.
Customer vulnerability in depth
This 1-day workshop provides an in-depth look at customer vulnerability, for regulated firms which need to comply with the FCA’s Consumer Duty regulations. It explores topics in depth and provides organisations with a solid level of knowledge on which to build a better vulnerable customer strategy, more quickly and with fewer sidesteps. This is a highly practical and interactive workshop, using examples based around the firms’ specific needs and customer base.
Consumer Duty board report readiness workshop
A gap analysis of a firm’s Consumer Duty board report, compared to the FCA’s requirements. An initial desk-based assessment, followed by a workshop to work through the gaps. This combined assessment and workshop helps organisations to compile meaningful and robust Consumer Duty board reports.
Consumer Duty board report readiness review
A gap analysis of a firm’s Consumer Duty board report, compared to the FCA’s requirements. This is a desk-based assessment, which includes fact-finding via Microsoft Teams meetings. This assessment helps organisations to compile meaningful and robust Consumer Duty board reports.
Vulnerable customer journey mapping
Firms use customer journeys to better understand and enhance the overall customer experience. Customer journeys map out the interactions customers have with a firm. However, for vulnerable customers, ‘generic’ customer journeys are limited, often unrealistic and seldom effective. This workshop is designed to help you build customer journeys which are representative of your actual customers – based on data.
Configuring MARS for customer vulnerability management
MARS is a powerful software system which enables firms to more easily and cost-effectively manage vulnerable customers. MARS is highly configurable; the purpose of this workshop is to ensure that firms get the most from MARS and that it aligns with their products, services, culture and processes as closely as possible.
MARS treatments, needs and signposting workshop
Treatments are a powerful part of the MorganAsh Resilience System, MARS. This workshop is designed to help those who will be responsible for managing a firm’s treatments (or signposting) to get the most from this highly configurable system.
MARS user training
MARS is a powerful system to help firms manage vulnerable customers, especially regulated firms aiming to meet the requirements of Consumer Duty. This workshop enables users of MARS to understand the key concepts of customer vulnerability and use MARS to manage their firm’s vulnerable customers.
MARS usage review
For firms deploying the MorganAsh Resilience System, MARS, we can provide review workshops which ensure that firms get the most from the software, and meet the FCA’s requirements.