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Acknowledging vulnerability isnt enough; organizations must take action to ensure no one falls through the cracks.
As consumer vulnerability evolves, technology leaders are crucial in driving solutions that ensure nocustomeris left behind.
President at NICE International.
35 million UK adults are potentially vulnerable
1.
Health issues (mental and physical illness)
2.
Life events (including bereavement and job loss)
3.
Low resilience (the inability to withstand financial or emotional shock)
4.
Many organizations believe they have sufficient processes in place to support vulnerable customers.
Yet, when examined closely, the reality is quite different.
Younger adults show greater self-awareness, yet pressure remains
There is, however, some hope.
This increased self-awareness is a promising step toward more open communication about financial and personal struggles.
However, organizations cannot rely on self-identification alone.
This puts undue pressure on customer service advisors to recognize vulnerability based solely on soft skills and single interactions.
Relying solely on human judgment to identify vulnerability is neither scalable nor sufficient.
Vulnerable consumers are choosing digital support
Vulnerable consumers are increasingly turning to digital channels for support.
Supporting vulnerable consumers at scale requires innovation.
AI and automation can transform how organizations detect and respond to vulnerability, ensuring no one is left behind.
This allows for timely intervention and ensures that customers receive the right support when they need it the most.
AI-powered chat services must go beyond surface-level interactions.
However, AI insights are only valuable if they empower frontline advisors.
This ensures that customers receive compassionate, personalized service without the risk of bias or oversight.
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The views expressed here are those of the author and are not necessarily those of TechRadarPro or Future plc.
