

CX technology for supporting the UK’s most vulnerable customers
Today’s stressors have forced contact centres in the UK to reevaluate their IT solutions for vulnerable customers. An HGS technology arc (architecture roadmap) that features a people-first, CX platform (such as one by MaxContact) can help advisers relax and focus to better connect with high-needs customers now and as their needs evolve or dissipate.

How to handle increased customer vulnerability
A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and know how to navigate emotive conversations.

CX trends and advice for inflationary periods
With the current stresses on consumer income and no sign of inflationary pressures easing, brands will have to work harder to encourage customer spending, support and retain employees, and maintain their market position.