Simplify Blogs
The Pensions Ticking Time Bomb
How do you explain a workplace pension to someone entering the world of employment for the first time? “So my employer gives me extra [...]
The role of behavioural analysis in supporting Consumer Duty
Behavioural analysis looks at how customers behave and why and has traditionally been used as a technique to drive up sales, retention, and market [...]
Tick tock, tick tock, TikTok – is time running out for traditional advice channels?
There has been a rise of a new intermediary between financial institutions and its consumers because social media has entered the chat. The rise [...]
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 [...]