Supporting Vulnerable Customers / Own the Room - communicate with gravitas & authority

Clayton Hotel
Thursday, 19 January 2023
8:30 am – 11:15 am (UK time)
    • Andy Young, Head of Digital and User Experience, Standard LIfe
    • Riffat Tufail, Vulnerable Customer Lead, Standard Life
    • Raphy March, Chief Design Officer, Cowry Consulting
    • Sinead Lunny, Managing Director, Vocalis

The Insurance Institute of Northern Ireland is happy to announce the next event in their MASTERCLASS SERIES which will be taking place on Thursday 19th January 2023.

The session will cover two important topics - Supporting Vulnerable Customers and how to Own the Room and communicate with gravitas and authority.

“Supporting vulnerable customers” - As an industry, customers turn to us with the expectation that we will care and support them in the moments that matter. The FCA continues to highlight vulnerable customers in its approach and within Consumer Duty, and recent cost of living challenges are heightening vulnerability. In the session we will share key insights and techniques to help recognize if a customer needs support and innovative ways we are bringing this to life

“Own the room - communicate with gravitas & authority” – An intensive unique and fun training programme full of tips and techniques, discussion and generalised feedback. Learn effective strategies to channel your nerves, engage your audience more effectively and become aware of personal speech habits.

  • Clayton Hotel
  • 22 - 26 Ormeau Avenue
  • Belfast
  • BT2 8HS
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CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

2 hours' CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at