1:20 PM - 1:50 PM BST | Wednesday June 21
The Way of the World: Addressing the Evolution of Customer Vulnerability
Sarah AppletonSpeech Analytics ManagerThe Very Group
Frank SherlockGeneral Manager for InternationalCallMiner
Anna GrahamOperational Speech AnalystBritish Gas
Atiff MazharOperations Speech Analytics ManagerBritish Gas
The UK government is continuing to step up efforts to protect vulnerable customers in the face of economic uncertainty. The cost of nearly everything has increased and continued cost of living surges are putting pressure on the population, with no signs of respite, particularly for low-income workers.
Join this cross-industry panel, moderated by CallMiner’s Frank Sherlock, to hear different perspectives and methods of managing both customer and employee vulnerability. Learn how these organisations are approaching compliance with the new FCA Consumer Duty regulation, and how using CallMiner’s platform they are identifying and managing many different forms of vulnerability, at scale.