Webinar: Navigating Vulnerability in Customer Experiences скачать в хорошем качестве

Webinar: Navigating Vulnerability in Customer Experiences

Leveraging segmentation and data for good outcomes Financial services providers face challenges in protecting consumers while meeting Consumer Duty requirements. Vulnerability spans financial, digital, mental, and physical health issues, as well as life-changing events like bereavement. Providers need insights to adapt to customers' experiences. During our webinar we discussed how to embed customer segmentation into your strategy while complying with FCA’s Consumer Duty and addressing both fixed and dynamic vulnerabilities. We displayed how financial services institutions can use data-driven insights and human-centred design to support vulnerable customers, enhancing customer loyalty and meeting regulatory requirements. Speakers: o Brendan Harris, Digital Transformation Lead, CACI o Jamie Morawiec, Director of Data Science and Insight, CACI o Meera Rao, User Experience Lead, CACI If you are interested in understanding more contact us: [email protected] 00:00 - Introduction 00:52 - Re-cap of the FCA's Consumer Duty 03:45 - Dispelling the vulnerable customer myth 03:58 - Market data and CACI's segmentation tool (Fresco) as a macroeconomic lens 16:46 - Understanding individual customer experiences through segmentation and vulnerability lenses 31:42 - Q&A