Digital - does it make vulnerable customers and clients more vulnerable?

• What will be the impact of increased digitisation on vulnerable customers and clients?

• Are we in for a crisis as the pandemic means that more people need help, but can’t access it?

• How should banks and other service providers respond?

Paul Raby will present recently conducted research that increasingly digital world has on vulnerable customers/clients. Drawing on his experience in banking and on the detailed study that he has undertaken into the impact from payday lenders (such as Wonga).

The disappearance of face-to-face service has accelerated due to the pandemic, and it is often suggested that vulnerable customers/clients may find it harder to access support. Is this true? Having interviewed many customers in this group, Paul’s findings may surprise you.

Paul will start the session by sharing some insights and will leave plenty of time for questions from the audience.