1:20 PM - 1:50 PM BST  |  Wednesday June 21

The Way of the World: Addressing the Evolution of Customer Vulnerability

Sarah Appleton
Speech Analytics Manager
The Very Group

Frank Sherlock
General Manager for International

Anna Graham
Operational Speech Analyst
British Gas

Atiff Mazhar
Operations Speech Analytics Manager
British 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.