Thu, April 20, 2023
Ventrica teamed up with the CXFO Foundation to look at how well-executed CX supports vulnerable customers.
Jo Regan-Iles, our Chief People Officer, was joined by Service Delivery Manager Daniel Ryan and Jaime Jones, Head of Training & Development at McCarthy Stone to discuss why supporting your vulnerable customers is fundamental to any customer care service.
FCA defines a vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care.
Supporting your customers at key periods of life requires empathy and compassion, but how do you achieve this and do this well as an organisation?
Led by Nina Marston from the CXFO Foundation hosted a really interesting discussion with practical examples used as to how best support those in greatest need.
Please let us know if you have any questions based around this subject or just get in touch and see what we’re about.