Change is Coming
With the news landing last month of the Government’s planned Employment Rights Bill and [...]
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 [...]
Joining the vulnerabilities dots…
Customer vulnerabilities are a hot topic under Consumer Duty. The FCA wants better consumer [...]
Prioritising Mental Health in the Workplace
Today, 10th October, we celebrate World Mental Health Day. The theme set by the [...]
Measuring Success: Return on Loyalty vs Return on Investment?
The crux of the issue is this; despite all of the technology advancement across [...]
Transforming Contact Centres with AI: A New Era
As customer contact centres in the wealth industry grapple with numerous obstacles, service providers [...]
The Journey to IMpower Incorporating FundForum
Just over a month ago, I represented Simplify Consulting as a speaker at the [...]