28 November 2024 Embedding Operational Resilience In this next instalment of our ‘Prepare, Protect, Prevent’ Operational Resilience (OR) campaign, we explore... Ops Resilience
26 November 2024 Operational Resilience: Striking the Balance with Outsourcers Outsourcers form the mainstay of many customer operations models and enable firms to focus on activities better... Ops Resilience
11 November 2024 How to harness complaints to drive better customer outcomes The introduction of the Consumer Duty has put increased pressure on wealth firms to ensure... Complaints
15 October 2024 You can lead a horse to water…increasing pension engagement The recently published ‘Lessons on Pensions Engagement’ research from the DWP is a positive demonstration... Pension
14 October 2024 Joining the vulnerabilities dots… Customer vulnerabilities are a hot topic under Consumer Duty. The FCA wants better consumer outcomes... Consumer Duty
11 October 2024 Delivering the Consumer Support Outcome One of the most striking elements of the Consumer Duty is that for the first... Consumer Duty
10 October 2024 Prioritising Mental Health in the Workplace Today, 10th October, we celebrate World Mental Health Day. The theme set by the World... Latest News
09 October 2024 Measuring Success: Return on Loyalty vs Return on Investment? The crux of the issue is this; despite all of the technology advancement across industry... Investments
02 October 2024 Transforming Contact Centres with AI: A New Era As customer contact centres in the wealth industry grapple with numerous obstacles, service providers are... Latest News
