Simplify Blogs
Change is Coming
With the news landing last month of the Government’s planned Employment Rights Bill and the recent budget update, firms will be working hard to [...]
Embedding Operational Resilience
In this next instalment of our ‘Prepare, Protect, Prevent’ Operational Resilience (OR) campaign, we explore the impact of implementing the Financial Conduct Authority’s (FCA) [...]
Operational Resilience: Striking the Balance with Outsourcers
Outsourcers form the mainstay of many customer operations models and enable firms to focus on activities better aligned with their in-house capabilities. As a result, Outsourcers [...]
How to harness complaints to drive better customer outcomes
The introduction of the Consumer Duty has put increased pressure on wealth firms to ensure robust processes are in place when dealing with complaints [...]
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 of the governments ongoing focus on increasing customer engagement [...]
Delivering the Consumer Support Outcome
.. One of the most striking elements of the Consumer Duty is that for the first time firms have been mandated in [...]
Prioritising Mental Health in the Workplace
Today, 10th October, we celebrate World Mental Health Day. The theme set by the World Federation for Mental Health this year is: “It is [...]
Measuring Success: Return on Loyalty vs Return on Investment?
The crux of the issue is this; despite all of the technology advancement across industry and the huge investment in rolling out digitally enabled [...]
Transforming Contact Centres with AI: A New Era
As customer contact centres in the wealth industry grapple with numerous obstacles, service providers are asking how they can enhance AI to support work [...]
The Journey to IMpower Incorporating FundForum
Just over a month ago, I represented Simplify Consulting as a speaker at the IMpower Incorporating FundForum conference in Monaco. This flagship event in [...]
Is Hyper-Personalisation in Client Segregation Inevitable?
Clients are growing up in a rapidly evolving digital environment where they expect the same personalised, seamless and technology-driven experiences from their Wealth firms [...]
Cause and Effect – Ongoing Advice
The latest news that Quilter have been invited to partake in a skilled person review in light of concerns about how ongoing advice has [...]