The number of customers traditionally classed as ‘vulnerable’ – those in financial debt, with disabilities or with poor mental health - increased in size and definition during the pandemic. With the rise in the cost of living, even more people are struggling.
These greater dimensions of vulnerability mean that more and more organisations are reconsidering their policies and processes, to ensure they’re taking appropriate care of their customers.
We understand these challenges and offer a range of solutions to make our clients’ lives – and those of their customers - easier. From empathetic collections agents, to intelligent digital solutions which help take the stress out of difficult calls, we deliver relevant, personalised services which support your customers whilst protecting revenue. We also leverage data to provide real time analytics from social media and voice channels, so you can better understand customer behaviour.
And we stay focused on our front line people so that, when we’re delivering customer services for you, they’re supported with the right training and tools to better manage difficult enquiries.
53%
UK consumers show one or more characteristics of potential vulnerability.
6.4 million
Adults feeling debt pressure, with a negative impact on health, relationships & ability to work.
15 million
People in the UK worried about paying the rising energy costs.
Insight: Practical plans for managing experience in challenging times
Try out our practical and interactive feature which offers suggestions to strengthen your responsiveness for what lies ahead.
Report: Redefining our strategies for CX in challenging times
The report based on our thought-provoking think tank, providing compelling insights into adapting CX strategies to meet today’s challenges.
Video series: recognising the needs of a challenged society
Our video series features discussions with market analysts to consider how we can better support the expanding dimensions of customer vulnerability.
Infographic: Vulnerability is becoming more expansive
How the landscape of vulnerable customers is changing and how organisational culture needs to respond, including making empathy the key driving force in all corporate strategies.
Our recent report Delivering service with sincerity to vulnerable customers explores how making sure our sincerity is truly felt by customers will better equip organisations to help the most vulnerable.
We then deep dive into the five key themes and explain exactly what we mean by a ‘leadership of kindness’ strategy.
Our recent pop-up think tank featured an expert panel and a combined studio and virtual audience. The mission was to co-create a short-term plan for how organisations should respond in this new world.
Watch our event series as we tackle the most critical conversation in experience management today.
We’re helping service providers and technology clients to navigate the challenges of a complex, regulated industry, helping them build more rewarding customer relationships to drive growth. See below for some useful industry resources or visit our telecoms, media and technology services page to find out more.
