At what point should firms be sharing vulnerability data?
As firms gather vulnerability data on their clients, it’s clearly going to become the case that firms gather data in different forms and amounts – and can lead to consumers being asked again and again for very similar data, itself not a very good outcome. Even for a single product, a consumer could need to supply the same information for a manufacturer and adviser – or more. For example, for a mortgage, a consumer may need to do this with the mortgage provider, life insurance provider and general insurance provider – again, not a great customer journey. Andrew Gething and Tony Crane look at the options to share this data and how it may ultimately be the only way to provide the best customer experience.
