Customer service providers across all sectors are under growing pressure to improve support for vulnerable customers. Our whitepaper, How All Customer Service Providers Can Learn from Cross-Industry Innovations in Supporting Their Vulnerable Customers, offers practical insights drawn from leading organisations in financial services, utilities, and communications.
Despite sector differences, many challenges are shared. The paper highlights how firms are responding to regulatory demands—such as the FCA’s Consumer Duty—by rethinking how they identify and support vulnerable individuals.
It features case studies from Santander, South East Water, and Zurich. These examples show how inclusive design, proactive outreach, and tailored services can make a real difference. Each case demonstrates how thoughtful innovation can improve outcomes for customers while also strengthening trust and compliance.
Technology plays a key role. The paper explores how AI, data analytics, and digital tools are helping to close accessibility gaps. These tools enable better identification of needs, faster response times, and more personalised support.
The whitepaper also outlines steps organisations can take to embed vulnerability awareness into their culture and operations. This includes staff training, process redesign, and better use of customer data.
At Davies, we help organisations apply these lessons in practice. Our team supports the design and delivery of inclusive, compliant, and effective customer service strategies.
Explore the full whitepaper to see how leading organisations are improving support for vulnerable customers. Contact us to find out how we can help you do the same.
