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Navigating vulnerability in customer experiences

How you can leverage segmentation and data to deliver good outcomes  

Download the eBook today
Hubspot Banner - Vulnerability e-book

The Financial Conduct Authority (FCA)’s wide-reaching Consumer Duty was designed to have a transformative effect on the UK’s finance firms relationships with their customers, requiring the sector to deliver “good outcomes” for all customers and put their customers’ needs first. 

Understanding the FCA’s definition of vulnerability is an important factor in remaining compliant with the Duty. As is evidencing the steps you have taken, or plan to take, to ensure the protection and fair treatment of your customer base.  

Being customer-centric, data-driven, and technology-enabled has never been more vital for the sector.  

Within this eBook, we dive into the FCA’s definition of vulnerability and highlight key areas of focus that you should take into consideration within your Consumer Duty strategy. From consumer insights and segmentation to data-driven service design, we bring to life some of the ways you can ensure good outcomes for your customers.  

 

An in-depth understanding of the FCA’s spectrum of vulnerability and its four key categories of vulnerability. 
How you can adapt your customer journeys and service design to suit the varying vulnerabilities your customers may face.  
The importance of segmentation and data-driven customer experiences in delivering good outcomes for your customers.  
Examples of how leading financial services firms are leveraging consumer insights to better support vulnerable customers.  

 

Access the eBook today