UK businesses have faced relentless pressure in recent years. The global pandemic disrupted operations, and the cost of living crisis—driven by the highest inflation in 41 years (11.1% in October 2022)—forced companies to rethink how they work. Those that failed to adapt risked closure.
Consumers have felt the impact just as strongly. Between December 2021 and December 2022, domestic gas prices jumped by 129%, leaving many households struggling to afford basic needs. The phrase “heating or eating” now reflects a harsh reality for thousands. These challenges haven’t just changed how people behave—they’ve reshaped what vulnerability looks like.
These seismic shifts have not only altered consumer behaviour but also redefined what it means to be vulnerable. In the insurance sector, this presents both a challenge and an opportunity: how can firms better support their customers while also building internal resilience?
Our latest white paper shows how improving customer experience (CX) can help insurers meet both goals. It offers clear strategies for identifying vulnerability, supporting customers effectively, and building employee resilience. This isn’t just about compliance—it’s about doing the right thing and staying competitive.
Download the full white paper below. Want to learn more or discuss how this applies to your business? Get in touch with us today—we’d love to help you build a more resilient, customer-centric future.
