Raymond James
Using VR to improve service to vulnerable clients
Challenge
In the wake of new legislation around higher standards of treatment for vulnerable clients by financial firms, Raymond James wanted to go beyond the typical corporate response of running a single training session or leaving it to individuals to apply changes in their approaches. They wanted to embed lasting behaviour change.
Action
Included worked with their VR partner to build a bespoke training space equipped with Virtual Reality training. This included collaborating with local organisations to represent the vulnerable clients directly, and focusing on ensuring the most ethical and inclusive approach.
Impact
With the launch of this programme, Included was able leverage this VR based training to tap into the motivation of wealth managers to provide the best service for vulnerable clients, increase representation of vulnerable clients, improve participants’ ability to identify indications of vulnerabilities, and equip participants with a better grasp of how to navigate difficult conversations with these potentially vulnerable clients.
