The Real Cost of Missing the Signs of Customer Vulnerability
What does it actually cost when teams miss the signs of customer vulnerability? When teams...
Mar
How to Address Consumer Duty Priorities in 2026
In 2026, Consumer Duty shifts from an implementation period to enforcement. As such, if you...
Feb
Caring For Customers in the Funeral Industry
Funeral directors and others involved in the preparations and ceremonies of those who have passed...
Jan
How to Encourage Self-Disclosure of Vulnerable Circumstances
As a financial firm or essential service provider, there is an expectation that you will...
Nov
Recap: How to Recognise & Support Customers Where There is Abuse
In September’s Beyond the Conversation panel discussion, we invited Jasbinder Kaur and Simon Peleszok to...
Oct
The Power of Human Connection
As humans, we have a fundamental need to interact with others. It is as essential...
Sep
Prevention, Not Crisis, For Frontline Teams
Samaritans Awareness Day on 24th July highlights the importance of listening to and supporting others....
Jul
What Can We Learn from the FCA Financial Lives Survey?
The latest findings of consumer attitudes and experiences in dealing with financial institutions are published....
Jun
Inside the Making of the Vulnerable Customer Compliance Pathway
In this Q&A, Vulnerability Consultant Jenna Birchall shares how the Vulnerable Customer Compliance Pathway came...
Jun
Why Don’t Bereaved Customers Complain?
The FCA suggests that there is scope for firms to improve services following a death...
Apr
Changes to Communications to Aid Understanding
Supporting consumer understanding has been identified as an area for improvement in the latest FCA...
Apr
Case Study: Wessex Water
Wessex Water supplies water and sewerage services to 2.9 million customers across Dorset, Somerset, Bristol...
Apr
Northern Ireland Utilities Redefine Vulnerability
As a Titanic fan, I find Belfast a fascinating city and I’m delighted to return...
Feb
What Help Is There For SMEs Facing Financial Difficulties?
Rising costs have increased the number of customers who can’t pay for essential services. They...
Feb
Key Points from Beyond the Conversation: Bereavement and Terminal Illness
Our first Beyond the Conversation panel discussion was hosted on Monday 10 February. Helen was...
Feb
Improve the Performance of Customer Service Teams
Your frontline customer service teams are the primary point of contact between your business and...
Jan
Back to Basics With Vulnerable Customer Service
Following several years of regulation around the fair treatment of vulnerable customers, it can feel...
Dec
How to Empower Customers to Make Decisions
There are many reasons why your customers might find it difficult to make a decision....
Nov
Show Me That You Know Me
To provide the best customer experience, you need to understand and respect the people you...
Oct
Considering Bereavement
Is it right and fair that at a time when we are likely to experience...
Sep
Will AI Replace Customer Service Agents?
The benefits of adopting AI in customer service are widely shared. With the promise of...
Aug
How to Encourage Disclosures of Vulnerability
I recently took part in a discussion where concern was raised by a firm because...
Jul
Understanding Why Customers Leave
How many customers has your business lost in the last 6 months? You may not...
Jun
How to Evidence Consumer Duty Outcomes
Consumer Duty regulations are outcomes-based. They require firms to identify the cause of poor customer...
May
Are Your Internal Data Sharing Processes Working?
One of the recommended strategies for improving vulnerable customer service is cross-sector data sharing. This...
Apr
Responding to Suicidal Conversations with Compassion & Care
Having difficult and serious conversations about suicide can be upsetting for all concerned, and put...
Apr
Vulnerable Customers and the Complaints Process
Every business will face customers who wish to express their dissatisfaction with the services provided....
Mar
Creating a Vulnerable Customer Persona
Consumer Duty requires companies to consider inclusivity in every decision. The FCA wants us to...
Feb
The Vulnerable Customer Journey
When was the last time you reviewed your customer journeys to monitor the experience? It’s...
Jan
Glad Tidings We Bring
The festive season is a time of hope and giving, so let’s enter into the...
Nov
Unbanked & Financially Vulnerable
It may seem impossible to live in modern society without a bank account, however, research...
Nov
Which Customers Are Most Vulnerable to Scams?
Providing a positive customer experience is a focus for most businesses, but sometimes the damage...
Oct
Collaboration to Reduce the Risk of Suicide
In January 2023, the Government announced that a cross-party Suicide Prevention Strategy would be published...
Sep
Inclusive Holiday Season
August is a peak time for holidays, whether it’s a day trip to the beach...
Aug
Do You Communicate Effectively?
We speak, listen, question and write every day and, with the right techniques, these skills...
Jul
Exploring the Value of Compassion
One of the underpinning messages that I promote is the importance of compassion. We never...
Jun
Be Aware of Economic Abuse
In April, the Government published two documents that aim to address the issue of economic...
May
How Does Stress Affect Customer Service?
April is stress awareness month, so I want to bring your attention to the impact...
Apr
How Can We Encourage Digital Engagement?
Digital skills have become an essential requirement for negotiating modern life. We are increasingly directed...
Mar
Improved Services for Vulnerable Customers
In this article, I want to champion some of the fantastic solutions that organisations have...
Feb
Respectful Words
Words are essential to communication. They can unite and empower or divide and discriminate. The...
Feb
World Braille Day
4th January is World Braille Day, and it commemorates the birth of Louis Braille. As...
Jan
