Helping vital vulnerable consumer data connect on an emotional level.
NiCE White Paper Copywriter
The project.
When AI and CX leaders NiCE undertook a huge survey to better understand the UK’s vulnerable consumers, they chose me as a seasoned white paper copywriter to turn masses of metrics into accessible findings – and a report that brought this important message to life.
The copy (excerpt).
While our data shows a small increase in vulnerable consumers’ ability to recognise their own vulnerability, discomfort in discussing this topic with customer service advisors remains high.
That’s why now is the time to move forward from identifying the cues of vulnerability in customer interactions. CX leaders need to invest in expanding available channels – and the quality and convenience of those channels – to invite the difficult conversations that people plainly don’t want to have on a call with a live agent.
These aren’t just conversations where agents struggle to pick up on consumer vulnerability.
They’re conversations that simply don’t happen.
