Welcome to the CCW UK EXECUTIVE EXCHANGE

2 - 4 November 2026 | London, UK

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Jenny Briars

Head of Customer Governance LV=

Day 2 - Enabling Change

10:10 AM KEYNOTE PRESENTATION: SUPPORTING VULNERABLE CUSTOMERS: FROM DISCLOSURE TO ACTION

As organisations face increasing scrutiny around how they treat and support customers, there is a growing need to better recognise and respond to those in vulnerable situations. This challenge is no

longer limited to specific sectors, but is becoming a core part of delivering responsible, effective customer experience across all industries.

Discover how organisations can move beyond intention to deliver more responsive, human-centred experiences, particularly when customers self-disclose sensitive circumstances. It will focus on how to

embed practical approaches that enable teams to recognise vulnerability, respond appropriately and adapt in real time.

Translating principles into practical frontline actions
Equipping teams to respond with confidence and empathy
Adapting journeys to better support changing customer needs

Check out the incredible speaker line-up to see who will be joining Jenny.

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