Enhancing Customer Experience and Financial Vulnerability Support
13 May 1100-1200
In this month’s Best Practice Forum, we will focus on how organisations are improving customer experiences in the credit application process and when supporting customers facing financial vulnerability. We will explore the challenges and opportunities surrounding outbound processes that complement other contact mechanisms, with a focus on making these interactions more efficient and impactful.
The session will delve into how businesses can enhance their outbound activities, which, while vital, are often dated, time-consuming, and fail to deliver the expected results. We’ll examine organisations approaches for streamlining processes, improving outcomes, and better supporting customers in vulnerable financial situations.
Key discussion questions include:
- How can you enhance the customer experience in the credit application process, especially for those who are financially vulnerable?
- What are the key challenges of outdated outbound processes, and how can organisations update or replace these with more effective strategies?
- How can we improve the support system for customers in financial vulnerability, making it more efficient and accessible?
- What metrics and KPIs can be used to evaluate the effectiveness of outbound activities and their impact on customer satisfaction and outcomes?
To register your place please use the REGISTER button above.
We look forward to seeing you there!