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Identifying and Supporting Vulnerable Customers under Consumer Duty using AI and Data

  • Date
    Thu 6th June 2024
  • Time
    11:00 - 12:00
  • Event Type
  • Location
    Microsoft Teams

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Finance organisations are subject to the FCA’s new consumer duty regulation, which means every contact centre has a responsibility to identify and support vulnerable consumers. This important task can be streamlined and enhanced by AI and data capabilities. Listen to our webinar to discover how your organisation can excel in meeting this new essential duty.

  • How to make sure agents give vulnerable customers a fair experience, every time.
  • The tools and technologies that can help with identifying vulnerable customers and serving them correctly based on historic data.
  • Hear how Skipton Building Society plan to use Speech and Text analytics to identify and track vulnerable customers.
  • Linking CX and CRM for Consumer Duty best practice: a live demonstration of Genesys Cloud integrated with Microsoft Dynamics 365.


Stephen McNamara

Head of Digital Commercialisation, Skipton Building Society

Sean Lindsay

Senior Principal Solutions Consultant, Kerv

Axel Ericsson

Business Development Manager, Kerv

Watch the recording

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Worth Digital

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In a continued effort to ensure we offer our customers the very best in knowledge and skills, Kerv has acquired Worth Digital.