Resources

Operationalising Vulnerability: Equip Your Frontline to Identify and Support Vulnerable Customers

Webinar

Phillips & Cohen Associates, LTD & Elephants Don’t Forget shortlisted for “Most Effective New Employee Experience” at the UK National Contact Centre Awards 2025

Press

Your 2025 Consumer Duty Report: Meeting FCA Expectations

Webinar

theHRDIRECTOR: The Employee Value Proposition (EVP) Reset

Press

FCA Expectations for Customers in Vulnerable Circumstances: A Timeline Review for Firms

Purple Paper

FCA Vulnerable Customer Guidance: Employee Competence is Essential

Blog

Financial firms cite employee errors and training gaps as major driver of complaints and poor customer outcomes

Blog

Vulnerable Customer Staff Training: Industry Survey Shows Gaps in Effectiveness and Measurement

Blog

Customer Vulnerability: Actions and priorities from the FCA’s latest review

Webinar

Discover how Phillips & Cohen Associates reduced agent errors and saved $1.5 million in annual savings

Case Study