This podcast is about one simple but powerful idea: supporting vulnerable customers better — with empathy, confidence, and good practice.
I’ll be joined by brilliant guests sharing real stories, practical ideas, and fresh perspectives on supporting people when it matters most.
Because vulnerability can affect any of us — at any time.
Join me for Unlocking Vulnerability.
Listen, learn, and be part of the conversation.
In this episode of Unlocking Vulnerability, Helen is joined by Julie Walker, Global Scheme Manager at BSI, to explore ISO 22458 and the Inclusive Service Kitemark.
Julie explains how the international standard provides organisations with a practical framework for supporting consumers in vulnerable circumstances, covering everything from leadership and culture to colleague training, inclusive design, accessibility and responding effectively when customers need additional support.
The conversation explores how ISO 22458 aligns with regulatory expectations, the benefits of independent certification and where organisations can start if they want to assess their current approach.
Helen and Julie also discuss why supporting vulnerable customers should go beyond compliance, the importance of continually identifying gaps and improving services, and why vulnerability can never be treated as a ‘one and done’ exercise.
Contact Julie Walker:
LinkedIn: https://www.linkedin.com/in/julie-walker-105827a3/ (https://www.linkedin.com/in/julie-walker-105827a3/)
Link to ISO 22458 - https://www.bsigroup.com/en-GB/products-and-services/assessment-and-certification/product-testing-certification/demonstrate-inclusive-service-with-kitemark-certification/ (https://www.bsigroup.com/en-GB/products-and-services/assessment-and-certification/product-testing-certification/demonstrate-inclusive-service-with-kitemark-certification/)
Why not join our free monthly Q&As and keep the conversation going - https://www.helenpettifer.com/category/events/live-q-and-a/
Follow me for more episodes, resources and vulnerability insights -
Email: helen@helenpettifer.com
LinkedIn: https://www.linkedin.com/in/helen-pettifer-unlocking-vulnerability/
Website: https://www.helenpettifer.com/
24 Aug 2026
Inclusive Design: Start Small, Make a Difference
Host Helen Pettifer interviews Lauren Peel, Managing Director of Inclusive Outcomes, about embedding inclusive design practices to improve customer experiences and outcomes.
18 May 2026
Can Wealth Create Vulnerability?
Helen Pettifer interviews Patrick Foley, Managing Director of Sonar Financial Services, about how wealth and public pressure create unique vulnerabilities for high-earning clients.
Who has been a guest on Unlocking Vulnerability
Names identified in recent episode analyses. Showing up to five guests.
Lauren Peel
Patrick Foley
Lachie Humphreys
Marcus Long
Kate Robbins
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
Spotify
5.0 / 5
2 ratings
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Guest appearances
Books guests
Based on episode analysis; this does not confirm that the show is currently accepting guests.
Questions about Unlocking Vulnerability
Who hosts Unlocking Vulnerability?
Helen Pettifer and Helen host the show. Published by Helen Pettifer.
How often do new episodes come out?
The show publishes monthly, based on its RSS feed.
Does Unlocking Vulnerability take guests?
Yes. Guests have been identified in episode analyses.
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