Search
-
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.
-
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.
-
Decoding the European Mobile Wallet Evolution
The prevalence of Mobile Wallets has risen exponentially over the last two years, stemming from the rapid growth of smart-phones, technological advancements in payment acceptance, government initiatives to support a more cashless society and consumer desire for convenience and speed.
-
Levelling the Playing Field: Building inclusive access to financial services for people from minority ethnic groups
New research from Fair4All Finance, conducted by Ipsos, finds people from minority ethnic groups experience discrimination and multiple barriers to accessing financial services in the UK.
-
Consumer Duty: A clear way forward
A holistic solution for ensuring your business can not only meet, but exceed The Consumer Duty standards.
-
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?
-
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.
-
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.
-
Digital Banking: Is your app hitting the right notes with your customers?
A well-designed banking app experience can build positive brand associations, but what can traditional banks learn about improving the online user experience?