ABOUT: Capital One's innovative approach to supporting vulnerable customers through organizational culture shifts and practical toolkits.
LINK: Vulnerability Inclusion Handbook
Summary
The document, a culmination of extensive research and insight gathering, outlines Capital One's journey in deeply embedding a culture of vulnerability inclusion. It emphasizes understanding the complexities associated with customer vulnerabilities, offering a set of simplified principles and tools. These resources aim to enhance the experiences of not just vulnerable customers, but all clients, indicating a significant shift in organizational practices and customer interaction.
Key Points and Ideas
The handbook was developed to address the need for a comprehensive approach to customer vulnerability.
It underscores the importance of recognizing various customer vulnerabilities, from life events like divorce to mental health conditions.
The document highlights the identification of common challenges and t...
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