Webinar details:
Thursday 22nd May 2025 | 11.00 am (BST) | 60 minutes
This webinar is hosted in conjunction with:
Firms need more than good intentions to quickly and consistently detect potential customer vulnerability in the contact centre; where staff turnover is common, and frontline employees may lack experience in identifying signs and circumstances of vulnerability. It’s also about helping staff remain competent in appropriately signposting customers, where additional assistance is required.
Chris Adlard, Director of CX & Compliance at Elephants Don’t Forget, is joined by Martin Canwell, Account Manager at Aptean, and Andy Harrison, Senior Manager, Vulnerable Customer Lead at Fidelity International, to discuss how firms can proactively support their frontline teams to improve vulnerable customer experience and outcomes.
In this free 60-minute webinar, we showcase how leading organisations:
- Stay ahead of regulatory requirements while providing timely, relevant customer responses.
- Empower case handlers and frontline staff to identify signs of potential vulnerability that might otherwise be missed.
- Improve the way they support frontline staff to handle more complex customer cases.
- Better use vulnerability data to improve product and service design.
- Create a culture of compliance and compassion when addressing the needs of vulnerable customers.