Australian Customer Vulnerability Symposium


Challenging Assumptions of Customer Vulnerability: Rethinking and Reshaping, Melbourne (and Online), 28 Apr 2023; Early bird registration deadline 28 Mar


Author: Kaleel Rahman

Customer Vulnerability Symposium (RMIT University, Melbourne Australia) 28th April 2023

RMIT University: 1st Australian Customer Vulnerability Symposium-Challenging Assumptions of Customer Vulnerability: Rethinking and Reshaping.

We are delighted to hold the 1st Australian Customer Vulnerability Symposium on Friday 28th April 2023 in Melbourne, Australia (at RMIT University). It is being held both face-to-face and online modes. We would love to see you and your colleagues and doctoral students at the event.

The symposium is specifically focusing on the strengths-based approach to engaging with customers and clients experiencing vulnerability. We know that in these challenging times we need to rethink and reframe the way we engage with customers and clients who may be experiencing vulnerability.  A constant focus on, deficits, and customer powerlessness is a negative approach and sees those experiencing vulnerability as less able than ‘normal’ customers or clients. The symposium also looks at how organisations might approach this challenge.

You can see the program here Program-Draft-March-1.pdf ( and the main event page here 1st Australian Customer Vulnerability Symposium | AASM.

We have an early bird promotion running until 28th of March (ENTER PROMOTION CODE: EARLYBIRD2023).

There is a poster option, if doctoral students or academics need to present something in order to get conference funding Posters-extendedFinal.pdf (

The symposium has been developed by the Australian Association of Social Marketing (AASM), the Consumer Wellbeing Research Group – RMIT University, and the Centre for Behavioural Economics, Society and Technology (BEST Centre), QUT.

This symposium is designed for industry, policymakers, communicators, NGOs, not-for-profits, academics, and others who work with customers experiencing vulnerability. The program is action-packed with keynote presentations, a voice of practitioner session, breakout sessions looking at life stages and cost of living issues, three workshops and panel sessions. There will also be a chance for some networking.

Some of the topics include:

  • The Case for a Strengths-Based Approach.
  • Creating Better Outcomes for Customers Experiencing Vulnerability.
  • Vulnerability from a Social Research Perspective.
  • Six Ways to Make Strengths-Based Storytelling an Everyday Practice.
  • Aligning Organisational Strategy and Fundraising, Communications and Marketing Approaches.
  • Co-design to Empower: Lessons from Co-designing with Older Adults.
  • Understanding Unconscious Bias and its Implications for Working with Customers.

Workshops include:

  • How to Respectfully include First Nations Voices and Perspectives when Developing and Implementing Customer Vulnerability Protocols and Guidelines.
  • Understanding Unconscious Bias and its Implications for Working with Customers Experiencing Vulnerability.
  • Codesign with Customers Experiencing Vulnerability (online only)

If you register now, you can take advantage EARLY BIRD DISCOUNT until 28th March (ENTER PROMOTION CODE: EARLYBIRD2023).

Click here to register:

Customer Vulnerability Symposium: Rethinking and Reshaping- Hybrid Event Tickets, Fri 28/04/2023 at 8:30 am | Eventbrite

Hoping to see you in Melbourne or online.