As inflation hits an all-time high and we head into the longest recession in the past 100 years, more people will face hardship and vulnerability. The way we manage and respond to our customers’ needs to be adaptive, relevant, but above all empathetic.
Our people, often vulnerable themselves, are feeling the increasing pressure of reassuring customers with ever more complex needs. We need to keep them supported, resilient and motivated to better serve customer needs.
Our recent event featured discussions with our expert guest panel as they co-create a short-, medium- and long-term plan for how organisations should respond in this new world.
Watch our event series
Part 2 - What will vulnerability look like over the next 6 months? What should be our response?
Part 5 - what does success look like? how are we going to measure it?
About our speakers
CX Design & Delivery Director, Capita
Charlie is an experienced consulting director with 20 years professional experience. He specialises in leading digital transformation programmes that focus on the holistic end-to-end customer experience to deliver revenue, cost and image benefits to his clients.
Consumer Editor, Financial Times
Clear is an economic broadcaster and columnist. She presents the FT Money Clinic podcast and covers business and finance news on Eddie Mair’s LBC drivetime show, making complex market issues relevant and accessible.