8 March 2023 - 10:00 am - 2:00 pm, The Midland Hotel, Manchester
Experience Exchange: Discover How to Embrace Consumer Duty to Deliver Positive Outcomes for Your Customers
The Consumer Duty Principle by the FCA, is a significant new legislation for the UK FinServ sector. The legislation aims to set a consistent and increased standard of care to customers, and mandates organisations to put the needs of the customer first. Yet, striving to deliver positive outcomes for your customers, and placing the customer at the heart of business decisions, is something that most, if not all, FinServ organisations have been focusing on and prioritising for some time.
So what does this mean for your brand and your responsibilities as a Customer Experience lead? How can you go beyond compliance and use Consumer Duty as an opportunity to drive customer centric changes?
Join us live in Manchester and share your challenges with us and the impact you are expecting.
In our closed-door Experience Exchange, a small interactive roundtable event with leading market experts, we will be highlighting and actively discussing with you how you can turn the new legislation into an opportunity for your brand to sharpen and accelerate your understanding of all your customers across their entire journey with your organisation.
Discover with Simon Fraser, VP of Experience Improvement, Vesela Nedkova, Strategic Partnerships Director at Gemseek and Robert Hemphill, Client Director at Open Inclusion how you can drive customer centricity:
- Identify risks by detecting consumer intent and what measurements you can take
- Understand emotions and impact along the entire customer journey
- Reduce formal complaints by solving a problem at its source.
- Reduce churn by listing holistically across all data sources to assess whether outcomes are being met.
- Identify and track outcomes for vulnerable customers