This webinar will discuss how prioritising customer vulnerability can be a key component of an organisation’s success. In today’s competitive environment, addressing customer vulnerability is not just a regulatory requirement but also a business opportunity.

AI is being heralded as a silver bullet for many issues – and customer vulnerability is no exception. But how real is that assumption? Where is the technology now and what role can it play in identifying and managing vulnerable customers?

‘Bad outcomes’ is an all-embracing term, ranging from things which are problematic to disastrous. It also slightly sanitises how devastating interactions with firms can be for someone who is vulnerable.

According to Which? around three quarters of car insurance customers reported that they were not given an explanation for rejected, partially accepted or disputed claims. Under Consumer Duty, customers should receive this information in an easy-to-understand format. We talk to Which? about this, and the broader implications for firms.

As firms begin to identify their vulnerable customers, the repeated sharing of this information has become a significant pain point for vulnerable customers. Imagine – you’re already vulnerable and yet you have to repeat yourself to every firm. This webinar examines how sharing data can reduce this friction and improve the customers’ lives.

Join us for an insightful webinar, where we will explore the newly established ISO 22458 standard designed to guide organisations in recognising and addressing customer vulnerability.