This webinar explores how proactively supporting vulnerable customers can deliver tangible commercial and strategic benefits for firms, going far beyond meeting regulatory requirements alone.

It discusses how embedding vulnerability considerations into business strategy can strengthen customer relationships, improve outcomes, and create a sustainable competitive advantage.

Overview

• Why managing vulnerable customers is a commercial opportunity, not just a regulatory obligation

• How effective vulnerability support can improve customer trust, loyalty, and lifetime value

• The link between strong vulnerability management and improved customer outcomes

• Reducing complaints, remediation costs, and operational inefficiencies through early identification and support

• How data, insight, and segmentation can enhance decision-making and service design

• The impact of inclusive products and services on brand reputation and market differentiation

• Turning positive customer outcomes into measurable business performance improvements

• Building a culture that supports vulnerability management as a driver of long-term growth

This session will help firms understand how placing vulnerable customers at the centre of their approach can unlock meaningful business value while supporting fair, consistent, and sustainable outcomes.