NEWS & INSIGHT

Lived Experts Research Community Webinar

On the 23rd November 2023 we brought together 8 lived experts from our Lived Experts Research Community and over 60 business participants to explore what matters most to ‘customers in vulnerable circumstances’.

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The role of lived experts in shaping better energy and water services – a short report

Why would, or wouldn’t, people tell their energy and water providers that they are struggling to make ends meet?

What are the vulnerabilities associated with rural living?

What are the opportunities and risks of low carbon energy solutions for so-called vulnerable customers?

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Podcast: Social insights, the digital void and human connection

Jan joined Philippa White of The International Exchange (TIE) on one of her series of ‘Unearthed’ podcasts. The human connection was the big theme – in a world that’s going digital, how can businesses remain human? Jan and Philippa talked about the value of learning from ‘lived experts’, and how they can help businesses to stay grounded in a world that is increasingly digital …

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The Power of Lived Experience: Impact Report 2022

With one crisis over, another began. 2022 was defined by the cost-of-living crisis, but other societal issues remained front and centre: the climate emergency, homelessness and mental health were all topics that were tackled through the projects, programmes and insight sessions we ran – often with the help of brilliant ‘lived experts’ – people are the sharp end of what life can throw at anyone, at any time.
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Impact Report 2021

Despite all the challenges of 2021 we were kept very busy with a whole range of projects that brought together businesses and non-profits in super interesting and mutually beneficial ways – in the virtual world to boot. Our Social Insight work was a big feature throughout.
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Podcasts on customer vulnerability

We’ve created a series of podcasts on topics including mental health, dementia and digital capability for a network of 4,000 financial advisors, but they are freely available for anyone to listen to.
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The Outside In Project is Back for 2022

We are pleased to announce that the Outside In Project will be back in 2022 – we will once more be bringing together twelve businesses from different sectors to learn about and act upon some of the most important issues in society for the benefit of their customers, colleagues and communities. Read more >

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Nationwide Building Society Emerging Talent Programme

The 2020 Emerging Talent Cohort at Nationwide Building Society worked on social impact projects as part of their development programme.

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Getting strategic business charity partnerships right

We brought together people from Royal London, Santander and Nationwide, and their respective charity partners – Turn2us, Alzheimer’s Society and Shelter – to discuss what makes a partnership truly strategic and the keys to making partnerships really effective.

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Money Advice Trust podcast on lived experience

On this VulnerabilityMatters podcast, Chris Fitch brings together an expert panel to explain just what an ‘expert by experience’ is, how organisations select which experts and charities to work with, and how this engagement can improve outcomes for vulnerable customers.

Jan is one of the speakers, focusing on the difference between market research and using lived experience, the case for working with lived experts and the ‘golden rules’ of doing so, amongst other topics. Read more >

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