Most organisations have vulnerability frameworks in place. The challenge now is whether frontline teams can consistently apply judgement when customers need support most.
In a live industry webinar attended by over 500 senior leaders, only 6% said they were very confident their frontline consistently identifies and responds well to vulnerable customers.
Based on a live discussion featuring, Dr Chris Fitch (Money Advice Trust), Elaine Lee (Reynolds Busby Lee), Mark Bailey (The Collaboration Network) and Ben Scales (Elephants Don’t Forget), this e-book explores why vulnerability outcomes still vary significantly across frontline teams and what organisations can do to strengthen judgement, consistency and customer outcomes in 2026.
Core learning outcomes:
- Why training completion does not guarantee consistent frontline performance.
- How rising interaction complexity is changing vulnerability handling.
- Why scripts often fail in emotionally sensitive customer conversations.
- What continual reinforcement and operational visibility look like in practice.