Empathy and data – managing customer vulnerability complexity

Chris Warburton of RO-AR interviews Andrew Gething from MorganAsh. RO-AP helps people to find, explore and illuminate topics in the risk operations space, connecting people across the industry. 

The conversation focuses on two parts of customer vulnerability; data (which is generally tangible and definable) and empathy (which is equally important, but intangible and hard to define). 

Andrew explains the fundamentals of customer vulnerability, including characteristics of vulnerability – and how interactions with financial services firms create vulnerable circumstances and the potential for harmful outcomes. From this can come an understanding of the type of data which needs to be stored, how it should be stored and how it should be shared – and the human empathy required to support that customer.