UKCCF Webinar: Duty of Care Improving Services for Vulnerable Customers. Held on 10th April 2024

A new study from Focaldata and NICE has found that only 17% of consumers self-identify as “vulnerable” despite a whopping 67% demonstrating one or more vulnerability characteristics when assessed against FCA criteria. This can include health and capability restrictions as well as major life events such as bereavement. Sadly, the ‘vulnerability awareness gap’ as highlighted in this new study means organisations often overlook signs of vulnerability during customer interactions, leading to negative outcomes and poor customer retention.
Join this UKCCF webinar to hear more about:
The results from new research into the misconceptions surrounding vulnerable customers in the UK
How AI can help to identify subtle signs of vulnerability and automate responses based on need
The impact this has on agents in empowering them to offer the best service possible, every time
Real-life examples in improving consumer vulnerability detection and the impact it has had on the business