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Gender Bias: The ‘Invisible’ Barrier to Equitable Healthcare
The role of cultural and societal gender bias on the delivery, and experience, of oncology care in the UK.
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Using Mystery Shopping to proactively measure staff engagement with Consumer Duty
Why Mystery Shopping is a key element of the research toolkit to assess customer interactions and drive improvements.
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Improving Consumer Duty Outcomes Through Customer Experience
Understanding the health of your relationship with customers is vital to sustain, broaden, and deepen customer relationships. For brands in the financial services sector, Consumer Duty only adds to this commercial impetus to treat customers fairly - the regulatory imperative has moved from adhering to rules to being guided by the core principle of acting to deliver good outcomes for retail customers.
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Consumer Duty: A clear way forward
A holistic solution for ensuring your business can not only meet, but exceed The Consumer Duty standards.
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Innovating with Financial Service Customers in Mind
By now, UK Financial Service (FS) providers should have their houses in order regarding the compliance of existing products and services to Consumer Duty outcomes. But what about new products and services travelling through the innovation pipeline? Is there a plan for baking Consumer Duty into their design phase?
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Building Stronger Stakeholder Relationships Through Consumer-Centric Culture
A positive reputation can unlock value across a business’ external stakeholder relationships. Whether engaging policymakers and regulators, consumers, the media, or wider business partners, meeting the Consumer Duty will be a key requirement for businesses to build and maintain positive sentiment among these stakeholder groups.
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Creating and Embedding Cultural Change
With Consumer Duty in full force firms will be expected to show they have embedded the outcomes of the Duty in their culture, presenting a challenge and an opportunity.
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Harnessing the Power of Data
The third paper in our “Future of Insights” series explores how organisations are evolving to harness the power of data and technology for better insights.
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COVIDWATCH: Was it really the Great British Piss Up?
Our ethnography team have been following Britons as they begin to go back to the pubs following the easing of coronavirus lockdown rules.