As a pioneer of accessible and inclusive customer service, Caroline has worked with people in and around financial services for over 25 years.
Along the way, she has led teams to win coveted awards, including Public Service Organisation of the Year, Top 100 Index, Leaders in Diversity, and was shortlisted for Most Inspirational Individual Award in 2017.
As an Independent Advisor, Caroline has influenced positive change that optimises the needs of disabled people and vulnerable customers.
She has championed the customer voice and has improved access to services through diversity and inclusion for all. In 2017, Caroline co-founded MeIncluded – a disabled access review site that gives people a platform to share their experiences with others, and businesses valuable insight into how their customers think and feel about the quality of their facilities and service provided.
Caroline is a member of the Chartered Institute of Public Relations, Institute of Customer Service and Institute of Equality and Diversity Professionals. She provides an independent viewpoint to the Kent Police and Crime Commissioner and also sits on the Money and Mental Health Advisory Panel, the National Centre for Diversity''s National Patrons Network, and on SavvyWoman''s expert panel.
The need to be accessible can be daunting for businesses. What does ‘being accessible’ actually mean? How can you do it well in a world of other ‘competing’ rules and regulations. And what if you get it wrong?
In this session we look at some of the real-world businesses challenges face in being accessible. Some of the practical ways to overcome those barriers, where the customer fits into all this, and what makes the difference between being accessible and being inclusive.
Trade Theatre 9, 11:45 - 12:15, Wednesday 25th