With 56% of adults being identified as vulnerable under new Consumer Duty monitoring, it has never been more urgent for customer facing organisations to prepare their CX teams to deal with challenges. The consequence of vulnerability mismanagement results in front line agents bearing the weight of navigating already tough conversations with even tougher parameters in place. In this session, we hear how Riffat created a centre of excellence for the vulnerable customer within Standard Life. As a result of her work in implementing immersive tools and augmented reality to train the front line, CSAT and PSAT scores are higher for vulnerable customers compared to scores for non-vulnerable customers, and agent empowerment has sky rocketed.

Put yourself in the shoes of your most vulnerable customers and front-line agents through virtual reality. With Standard Life's cutting-edge technology used to train their own agents, you can step into a virtual world to learn and understand exactly what it is like for your employees to be dealing with some of their most difficult conversations.

Get ready to immerse yourself in these challenging situations to take away practical lessons that can be applied to the contact centre post-event. Join this experience to build your business case for improving personalised attention and curate individual support journeys for vulnerable customers.