The role of behavioural analysis in supporting Consumer Duty
Behavioural analysis looks at how customers behave and why and has traditionally been used [...]
Embedding Operational Resilience
In this next instalment of our ‘Prepare, Protect, Prevent’ Operational Resilience (OR) campaign, we [...]
Operational Resilience: Striking the Balance with Outsourcers
Outsourcers form the mainstay of many customer operations models and enable firms to focus on activities [...]
How to harness complaints to drive better customer outcomes
The introduction of the Consumer Duty has put increased pressure on wealth firms to [...]
You can lead a horse to water…increasing pension engagement
The recently published ‘Lessons on Pensions Engagement’ research from the DWP is a positive [...]
Transforming Contact Centres with AI: A New Era
As customer contact centres in the wealth industry grapple with numerous obstacles, service providers [...]
Behind The Scenes With AI
There is no doubt that we have only glimpsed Artificial Intelligence’s (AI) potential, but [...]
What’s the future of offshoring; four considerations
.. Offshoring has long been a cornerstone strategy for optimising operational costs, [...]
Platforms – Ready for Disruption?
.. The last year has seen many prophecies about the future of [...]
How “Sustainable” is your Pension?
.. As the demographic of investors gets younger the focus on impact [...]