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Customer experience best practices for supporting vulnerable customers
Tuesday, May 17, 2022 - 16:20
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In the autumn of 2020, amidst the global crisis that was coronavirus, M&G's executive team identified that vulnerable customers were not being sufficiently and consistently supported across the entire organisation.
This candid assessment led to Nicki Phillips-Lord taking charge of a new vulnerable customer programme at the organisation, and in this session Nicki presents her approach to tackling the issue, the outcome and her key learnings and best practices. We discuss:
- What is customer vulnerability?
- How does the current economic/social picture impact vulnerability?
- Why should organisations consider vulnerability?
- What can organisations do to better improve services for vulnerable people?