Vulnerable Customers Webinar Series

Our Vulnerable Customers Webinar Series will discuss different aspects of vulnerability and its impact on our industry, and will help your organisation identify and support its vulnerable customers.

Every Thursday from 24th September to 26th November


11:30 am to 12:15 pm


24th September: Overview of vulnerable customers and An Echo Pandemic: customer service employees are increasingly more vulnerable

1st October: Impact of vulnerable customers on digital advice

8th October: Key learnings from Ofgem on treating vulnerable customers, and vulnerability trends from TSF Consultants, specialists in Mental Capacity Assessments.

15th October: Vulnerable Customers and Later Life

22nd October: Protection roundtable focusing on the view from a Third Party Administrator managing multiple providers, customer retention as part of Customer Administration and claims in protection

29th October: How technology, digital and front-end engagement can help people coping with vulnerability.

5th November: Interview with Sam Seaton, Moneyhub, on how open banking and data can help vulnerable customers and an overview of how systems and data architecture can support vulnerable customers.

12th November: How psychology and UX can support vulnerable customers and views from Hargreaves Lansdown

19th November: Implications on the Insurance industry and recording and analytics of vulnerable customers

26th November: A view from the Money And Pensions Service and wrap up of our full series.

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