Managing Vulnerability in Customer Experience

Over the last few years, consumer vulnerability has been drawing an increasing level of attention in CX circles. It’s a labyrinthine area for brands to manage given that it touches so many areas of an organisation – staff training, employee wellbeing, data management, product design, and company culture, to name just a handful. So how can business leaders approach this in practice? How can they ensure their business model and the actions they take are inclusive for all consumers?

In this episode, we look to answer these questions and more in the company of Joanne Pearson, Head of Customer Outcomes and Vulnerability at NewDay, Jo Ellis, Senior Manager of Financial Wellbeing and Customer Vulnerability at Tesco Bank, and Paul Lamont, Product Director of Consumer Information Services at Experian.

We dive into:

• What constitutes vulnerability today
• The steps brands can take to offer vulnerable consumers their required levels of support
• How to effectively train staff to identify the signs of vulnerability
• How the vulnerability lens can permeate product and service design
• The challenges around data management when it comes to consumer vulnerability
• How prioritising the experience of vulnerable customers can drive positive business results

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