Customers experiencing vulnerability or additional needs exist across every customer population, yet many organizations still only provide support after customers have encountered significant difficulties or harm. Leading organizations recognize that vulnerability is often dynamic, contextual, and difficult for customers to disclose, and are shifting from reactive support to proactive protection. Leading firms improve customer outcomes while strengthening trust, reducing risk, and lowering the cost of remediation. This report outlines how organizations can build integrated capabilities across people, processes, and technology to better identify, support, and protect vulnerable customers.