How do we measure Customer Experience and how we helping Vulnerable Customers?

The discussion focuses on two very topical subjects – are we looking at the right things when considering how we deliver a great customer experience and how are we identifying and supporting vulnerable customers?

• The rate of change of customers’ needs, desires and behaviours is accelerating.  Are our customer experience measures keeping up?
• Recent research from the FCA concluded that over 50% of the UK adult population has at least one vulnerability.  Are we doing enough to identify our vulnerable customers and customising our services to make it easy to deal for them to deal with us?

Steve Ferrari will facilitate the discussion, share relevant statistics, and talk about the measures OneFamily is taking to answer the questions posed above.  Please come prepared to do the same.