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Thursday, October 21 • 10:15am - 10:45am
Keynote: Financial Services and Customer Economic Dignity

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Financial Services companies serve a vast and diverse customer base, and develop products and services designed to help customers achieve their goals while also serving the institution’s business interests. As companies roll out new products and services, and interact with customers that go through the financial ups and downs that are part of normal life – it’s key they recognize the emotional side of financial hardship in interacting with them. In his talk, Dr. Jeremiah Brown shares his research that’s shown how some of the administrative side of financial services may unintentionally leave customers feeling ashamed and embarrassed and lead to interactions that are counterproductive and damaging. Jeremiah will share how small changes in the approach companies take, especially in relation to treating people as deserving of economic dignity, can have a big positive impact on the customer relationship by incorporating more empathy into the process.

avatar for Dr. Jeremiah Brown

Dr. Jeremiah Brown

Research Fellow in Social Policy, Centre for Social Impact
Dr Jeremiah Brown is a Research Fellow in Social Policy at the Centre for Social Impact, the University of New South Wales. Jeremiah joined CSI in May 2020 and led CSI’s work on the financial wellbeing component of the Amplify Social Impact initiative. Jeremiah is currently working... Read More →

Thursday October 21, 2021 10:15am - 10:45am EDT
Virtual Platform