Tuesday, May 17, 2022 - 16:20 - 16:20

Customer experience best practices for supporting vulnerable customers

Episode summary
loading icon

Checking Access...

Should only take a second or two

Need any help? Please let us know

Customer experience best practices for supporting vulnerable customers

Tuesday, May 17, 2022 - 16:20

You'll hear from:

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?

Related episodes

Customer experience and the cost-of-living crisis

How CX leaders can master uncertainty

Should creating emotion be a CX goal?

Virtual roundtable: Why it's time to champion CX

How are Voice of the Customer programmes evolving?

Back to basics: The pursuit of seamless CX

How to create an effective VoC programme

NPS 3.0 and winning on purpose