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

Customer experience best practices for supporting vulnerable customers

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Customer experience best practices for supporting vulnerable customers

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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?

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