Caroline Wall is the Head of Customer Vulnerability at Commonwealth Bank. Her work supports CommBank’s Next Chapter Program, which is dedicated to helping end financial abuse. Caroline has built a program that proactively identifies and supports customers who are recipients of technology-facilitated abuse. She sits on a range of banking and essential service advisory groups that support customers in vulnerable circumstances and work to understand the shifting global and domestic landscape on customer vulnerability. Caroline also sees great potential for technology – including AI – to complement Safety by Design principles, allowing more companies to detect, prevent and respond to financial abuse.