The Liberties, Dublin , Ireland / Storyteller / Jun 22, 2026 /
ScorebuddyCX, the AI-powered customer intelligence platform, will host an upcoming webinar, “Beyond the Vulnerability Checklist,” on 24 June at 8am PST | 11am EST | 4pm GMT, bringing together CX and EX experts to discuss how organizations can design more consistent, supportive, and human-centered experiences for vulnerable customers.
The webinar will feature Marianne Withers, Customer & Employee Experience Strategist at Withers Jones, and Elaine Lee, CX & EX Consultant at ReynoldsBusbyLee. Together, they will explore why vulnerable customer experience must move beyond narrow definitions, compliance checklists, and individual agent judgement.
For contact centers, supporting vulnerable customers is not only a matter of empathy. It requires clear processes, strong escalation routes, well-designed QA frameworks, effective coaching, and the ability to understand what is happening across customer conversations at scale.
Many vulnerable customers do not identify themselves as vulnerable. Others may experience temporary, situational, hidden, or interaction-triggered vulnerability. This creates a practical challenge for CX, QA, and operations leaders: how can organizations recognize complexity sooner, protect customers from avoidable distress, and give agents the guidance and support they need during difficult conversations?
The discussion reflects a wider shift in how contact centers need to understand performance and customer experience. Traditional QA approaches often rely on a small sample of interactions, giving leaders only partial visibility into customer needs, agent behaviors, and operational risks. Modern QA must move beyond isolated scorecards and manual sampling towards clearer, more complete CX intelligence at scale.
Derek Corcoran, CEO of ScorebuddyCX, said: “Supporting vulnerable customers requires more than empathy in the moment. It takes clear processes, consistent quality standards, effective escalation routes, and the right support for the agents having these difficult conversations every day. This webinar is about helping CX and QA leaders move beyond good intentions and build practical, repeatable approaches that protect customers, support frontline teams, and improve outcomes across the contact center.”
The webinar will examine where well-intentioned processes often break down, including rigid scripts, weak handoffs, speed-focused targets, inconsistent training, unclear escalation paths, and operating models that fail to account for real human complexity.
It will also explore the agent experience. Frontline teams are often expected to manage emotionally complex conversations while balancing performance targets, policy requirements, and customer expectations. The session will address what organizations should put in place before, during, and after these interactions to help agents make better decisions with greater confidence.
Key discussion areas will include:
- How vulnerability can be temporary, situational, hidden, or triggered by a specific interaction
- Why vulnerable customer experience must be built into CX processes, not left to individual agent discretion
- Where customer journeys, scripts, handoffs, and escalation routes commonly fail
- How QA scorecards, coaching, and governance can support better outcomes
- The emotional and operational impact of vulnerable customer conversations on agents
- Practical steps CX, QA, support, and operations leaders can take to improve consistency
Attendees will leave with practical ways to review journeys, identify failure points, strengthen QA and coaching, support frontline teams, and make vulnerable customer experience part of continuous improvement.
To register for “Beyond the Vulnerability Checklist,” taking place on 24 June at 8am PST | 11am EST | 4pm GMT, visit: https://www.scorebuddycx.com/beyond-the-vulnerability-checklist-webinar
About ScorebuddyCX
ScorebuddyCX is an AI-powered CX intelligence platform, built by QA experts. It connects quality assurance, conversation analytics, coaching, and learning in one place, helping teams move from limited QA sampling to CX intelligence at scale.
AI Auto Scoring and human reviewers work in tandem to evaluate up to 100% of conversations across every channel, including voice, chat, and email, covering both live agents and AI chatbots. Those insights then reach beyond the contact center, informing product, marketing, sales, and leadership teams.
Trusted by more than 300 organizations across 25+ countries, ScorebuddyCX is built on enterprise-grade governance, backed by ISO 27001 certification and SOC 2 Type 2 attestation.
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Media Contact
Luke Fitzgerald
Scorebuddy
151 – 156, The Masonry, Thomas St, The Liberties, Dublin, D08 PY5E, Ireland
lfitzgerald@scorebuddyqa.com
