Identifying when someone is vulnerable is rarely simple, every consumer is different and their cues, clues, and signs of vulnerability will differ too.

As technology and the way creditor staff communicate with customers continues to evolve, identification is no longer exclusive to voice-to-voice, or face-to-face settings and now includes communication platforms via digital channels, in-app chat, transaction data and more.

How do we identify a vulnerable consumer and how do we realistically do this across channels? And once we’ve done this, how do we make the move from identification to conversation?

Joining Chris Fitch, our Vulnerability Lead Consultant, in conversation to answer these questions and more are:

Laura Tough - Nationwide
Dan Clarke - Monzo
Mark Fiander - Gain Credit
Dr Elizabeth Blakelock - Citizens Advice