With only one month to go, the new Consumer Duty Act deadline is fast approaching! We understand that this is a busy time and you may still have questions about getting everything in order, or you may just want to learn how other firms are embracing the changes.

Following the success of our live Experience Exchange in Manchester, join us for our virtual panel discussion with Terry Ward, Quilter, Rodney Newing, Natwest Group, Colin Trend, Plymouth Focus Advice Centre, and Simon Fraser, InMoment on Wednesday, 21st June, 12pm-1pm BST. Whatever your concern, our panel of experts will discuss key topics on how to develop better products and services for your customers in line with the new standards.

7 Reasons to Join!
Learn how your firm can:

1. Better understand customer needs to become customer led
2. Enhance customer journeys and think about the customer life cycle
3. Use customer data to enable and train employees to provide a better customer service
4. Improve communications with your customers
5. Utilise target market mapping to see how experiences, or product use differs
6. Unlock inclusive value through designing products and services for vulnerable customers
7. Monitor, evaluate and report on the changes you are making

Meet Your Speakers:

Terry Ward, Customer Insight Specialist, Quilter

Terry is a Certified Customer Experience Professional (CCXP) at Wealth Management company Quilter, who has over twenty years’ experience in financial services. He uses insights from customer data and customer feedback to drive product and service enhancements and to inform current and future strategic priorities.

Rodney Newing, Customer Insight Lead, Natwest Group

Rod is an Operational Research lead within NatWests award winning Customer Insight team. Rod is currently focused on ensuring NatWest’s NPS Measurement system supports alignment to substantive compliance by 31st July 2023. Responsible for design and implementation of survey and system related enhancements. Rod has previously held senior research roles across both client and agency organisations.

Colin Trend, Founder and Project Manager, Plymouth Focus Advice Centre

Colin is a strategic thinker who listens to others and objectively challenges social injustice in a money advice context. Approved tutorfor the Money Advice Trust; subject matter expert in both ‘mental health’ and ‘vulnerability’ providing tutoring to both creditors, collectors, enforcement agents and money advisers. Freelance consultant and trainer in money adviceand welfare benefit issues including independent file reviews. Colin is also a Co-facilitator of the joint UKF MAT Vulnerability Academy, now in its ninth cohort, and Co-author of “Vulnerability: a guide for lending, telephony, face-to-face and online.

Simon Fraser, VP Customer Experience Strategy at InMoment

Simon has designed groundbreaking customer experience strategies at InMoment for over a decade. Although based in Europe, he takes a global approach to best practices and innovation. Simon’s decades of experience in helping businesses make better sense of their customers’ needs and expectations, in order to drive experience improvement and business outcomes, make him a key strategist at InMoment.