2025 Report: Explore the shifting landscape of vulnerability in the UK
With signs often difficult to detect, many people in need go unnoticed. Discover how AI and automation can serve as a vital safety net, enabling more proactive, empathetic, and impactful experiences for vulnerable customers and citizens.
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Discover if you have a vulnerable customer awareness gap in your business:
Discover the seven hidden faces of vulnerability in the UK
Vulnerability is complex, dynamic, and ever-changing. In today’s world, anyone can find themselves in a vulnerable position at any moment. This year’s report uncovers two newly emerging consumer groups at risk of vulnerability—and highlights the awareness gap that keeps their challenges hidden.
Overcome vulnerability bias and ensure complete protection
While many UK organisations feel confident in their vulnerable customer processes, gaps remain in detecting signs missed by contact centre agents. With regulations like the FCA’s Consumer Duty and Ofgem’s Vulnerability Strategy, this challenge is significant. AI offers a critical safety net, protecting customers and organisations.
Better identify and support vulnerable customers
Trained on the industry’s largest labelled and validated CX dataset, our purpose-built AI models bring objectivity, accuracy, and scalability to the way you identify vulnerability. Learn more about how Enlighten AI for Vulnerable Customers and NiCE CXone can help.
