Building a resilient customer experience for vulnerable customers

19th April 2023

A deep dive into today’s experience as a vulnerable customer

A series of events over the past few years have placed businesses under immense pressure to adopt agile operating models and flexible strategies or face being forced out of business for good. First came a global pandemic, then came a cost of living crisis amidst the highest inflation rate seen in the UK for 41 years.

Consumers have faced these challenges too. Not only have these events resulted in shifts in consumer behaviour, they have also caused changes in consumer characteristics; namely in the nature of vulnerability.

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