Seán Murray

Head of Affordability and Vulnerability E.ON Next

Summit Day Two - Wednesday, 7th October 2026 [CET]

13:50 Panel Discussion: Recognising and Supporting Vulnerable Customers

Organisations are increasingly expected to recognise and support vulnerable customers, whether due to financial hardship, health challenges, or accessibility barriers. This panel explores how organisations identify vulnerability, train frontline teams to respond appropriately, and design services that protect customers while meeting regulatory and ethical expectations. Panellists will share lessons on balancing empathy, compliance, and operational consistency.

Learning Objectives

• Reveal how organisations identify and support vulnerable customers

• Explore operational approaches to designing inclusive service experiences

• Discuss regulatory and ethical considerations in vulnerable customer support

Key Takeaways

• Insights into supporting vulnerable customers at scale

• Lessons from organisations building inclusive service models

• Considerations for balancing empathy, compliance, and operational efficiency

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

Download The Latest Agenda

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