Monday 27th April 2026 | 14:00 (BST) | 60 Minutes
This webinar is hosted in conjunction with:
The Institute of Customer Service findings show a clear gap: vulnerable customers are least likely to feel understood or supported. Left unaddressed, these interactions become a source of repeat contact, complaints and rising operational cost.
This session focuses on what you can do to address this in practice, moving beyond theory to explore how organisations are embedding vulnerability into day-to-day operations, with real examples, practical approaches, and clear takeaways leaders can apply immediately.
We are bringing together experts spanning vulnerability policy, industry insight and frontline operations, including Elaine Lee (Reynolds Busby Lee), Chris Fitch (Money Advice Trust), Mark Bailey (The Collaboration Network), and Ben Scales (Elephants Don’t Forget).
The discussion will focus on two critical areas, with practical examples and clear actions throughout:
- What organisations are experiencing: emerging pressures in identifying and responding to vulnerable customers, increasing operational risk, and rising expectations around outcomes.
- The reality on the frontline: where vulnerability is missed, judgement varies, and delivery becomes inconsistent, and what leading organisations are doing to address this.