Part 2 of the vulnerability and identity conversation: As we now focus on the move from identification to conversation with customers in vulnerable circumstances, our expert panel discuss how firms can start these important conversations, the techniques that exist for doing this and – most critically – how do we get customers to welcome our intervention?

Joining Chris Fitch in the identification conversation to share their strategies are: Laura Tough - Nationwide Dan Clarke - Monzo Mark Fiander - Gain Credit Dr Elizabeth Blakelock - Citizens Advice

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