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 customers’ lives.
This webinar delves into the persistent challenge faced by these individuals who are compelled to recount their circumstances repeatedly to various service providers. By leveraging technology to streamline and share this crucial data, we can alleviate the burden on customers, ensuring they only need to tell their story once.
Join us to explore solutions aimed at reducing friction and enhancing the customer journey for those in vulnerable circumstances.
Don’t miss this opportunity to learn how technology and collaborative efforts can transform the customer experience and create a more compassionate service landscape.
This event is currently in the planning stage. Topics may be updated and may change.
Dr Christopher Fitch PhD, FRSPH
Dr Christopher Fitch is vulnerability lead at the Money Advice Trust and a Research Fellow at the Personal Finance Research Centre (University of Bristol). He is a Fellow of the Royal Society for Public Health and has a PhD from the Institute of Psychiatry, Psychology and Neuroscience at King's College London. Since 2007, Chris has led a programme of award-winning guidance, research, training and intervention on vulnerability – this programme has involved improving practice in more than 350 firms, over 35,000 staff, and across both the financial and essential service sectors. Chris has also co-created industry-wide tools for working with vulnerable customers – such as TEXAS, IDEA and BRUCE – as well as co-founding award-winning Vulnerability Academies with UK Finance (for firms) and the UK Regulators’ Network (for regulators).
Lisa Laybourn
Lisa is policy director at TISA, and one of the leading voices in Consumer Duty. She also leads TISA’s work on customer vulnerability. Lisa has over 25 years’ experience in financial services, with a breadth of regulatory knowledge and particular expertise in CASS. She spent 5 years at Architas Multi Manager as CF10a. Prior to this, Lisa spent 10 years with IFDS, in various senior roles including as a lead relationship manager and head of European cash and stock Reconciliations. Lisa also spent some time with a Big 4 firm as a CASS SME. Prior to this, Lisa worked in various operational roles in the banking sector.
Johnny Timpson OBE
Johnny is a highly regarded industry expert with more than forty years’ experience within the insurance and protection sectors. He holds numerous positions, including as Financial Inclusion Commissioner and as a member of the FCA’s Financial Services Consumer Panel. He is also a member of GAIN, the Group for Autism, Insurance, Investment and Neurodiversity, BIBA Access to Insurance Committee and the Building Resilient Households Group. In addition, he is a founding member of the Financial Resilience Taskforce, an Age Irrelevance Ambassador, a Grief Chat Ambassador and an ambassador for the charity Surviving Economic Abuse.
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. Andrew is a structural engineer graduate, previously a Chartered Structural Engineer, and holds an MBA from Sheffield Business School. 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.