Today’s customers expect a supportive experience that assumes their needs rather than responding to issues as they arise. For vulnerable customers this can be a challenge. In this discussion, we bring together a panel of different functions to redefine the way we approach customer care. They will explore how proactive customer support not only keeps your customers happy but also delivers tangible business benefits. Those that get this right will strengthen trust, increase retention, and build reputational resilience in an uncertain market.

• How should the industry be moving from high volume contacts to personalising customer interventions? 
• How can debt recovery and customer support be reframed as a strategic function with clear alignment to brand values, financial performance and long-term customer engagement?
• With increasing contact levels, what methods are you using to improve awareness and engagement and have there been any pitfalls?
• Which technologies have been most helpful in aligning your support to those who need it most?