Turn regulatory expectations into better outcomes – for both your customers and your contact center. Consumer Duty isn’t just another compliance tick-box. It’s a strategic opportunity to raise the bar on customer outcomes. This year, the FCA’s focus is firmly on how firms evidence their progress. That means your next board report isn’t about what…

Driving a customer experience (CX) transformation is no small feat. You understand the value of customer feedback, and you see the opportunity to create meaningful change. Yet, time and again, you hit a roadblock: your contact center and operations leaders aren’t buying in. Their hesitation often boils down to one core issue: sample size. The…

Keep on top of compliance Today, customers demand transparency, personalisation, and value, while the FCA is asking for renewed focus on vulnerable customers and evidencing good outcomes. How do you do it all?  James and Simon will be diving into this and more, as they provide strategic insight and pragmatic advice for contact centres in…

We discuss how human interaction and customer service conversations will be overtaken by the evolution of AI.  It’s 8 years since Alice & Bob, two Facebook AIs, had their famous conversation on Meta’s (Facebook’s) digital channels. The result was a trip to say the least. Facebook shut them down and we all had a giggle…

The Financial Conduct Authority (FCA) has today released an important update on firms’ treatment of customers in vulnerable circumstances. This latest review highlights both positive progress and areas that still need improvement, reinforcing the critical role that firms play in ensuring fair outcomes for all customers.  Key findings from the FCA’s review  The FCA’s update…

No two customers are the same. Some may have a straightforward query that you’re able to solve in a matter of moments. Others, meanwhile, may need extra care for any number of reasons – and recognizing these vulnerabilities is not just a matter of good service; it’s a necessity. In this blog, we’ll explore what…

The Financial Conduct Authority’s (FCA) Consumer Duty regulation has set a benchmark for financial firms, emphasizing the need to deliver good consumer outcomes. While the initial deadlines for compliance have now passed, the FCA has made it clear that Consumer Duty is not a ‘once and done’ exercise. Firms must continue to demonstrate improvements, ensuring…

Discover how your call center can implement consumer duty best practice to stay compliant and competitive. The introduction of Consumer Duty by the Financial Conduct Authority (FCA) in 2023 placed a renewed emphasis on prioritizing good consumer outcomes, fairness, and protections for customers.  While it’s essential to meet regulatory requirements to avoid heavy financial penalties…

Imagine you could understand the specific reason why customers are repeatedly contacting you, at scale. What if you could uncover not only the number of customers you have that are vulnerable, but why?   Enter predictive Voice of the Customer metrics: AI-driven insights that allow contact centers to anticipate customer experience issues before they escalate….

Finance guide for customer experience  The importance of customer experience in today’s economy is difficult to overstate. The cost of living has shifted customers’ priorities, industry regulations are getting tighter, and everyone is competing for consumers’ attention – and loyalty.  This guide condenses the challenges and opportunities down to the need-to-know level, before providing a…