Inclusive provision of services increases the potential market for goods and services, can improve customer satisfaction and reduce an organizations cost at the same time. Inclusive service covers topics such as the identification of customer vulnerability, inclusive design of products and services and data collection, protection and sharing.
There are underlying factors around consumer vulnerability that should be identified through understanding risk factors, awareness of behavioural triggers and a recognition of potential barriers caused by an organizations internal systems.
So, how do organizations identify these risks and what course of action could they take to ensure stakeholder demands are met?
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Hear expert insight from Heather Nowak, (BSI), Elaina Cook (Wales and West Utilities) and Louise Jones (SSEN) as they come together to discuss the impact of consumer vulnerability, what Inclusive service means and the benefits it can drive if implemented effectively.