Build the evidence you need
Evidencing Consumer Duty is a new problem for you to solve. The July 2023 deadline was a staging post in a continuous journey. The onus was on your firm to evidence good outcomes on an ongoing basis – from day one. Compliance requires you to have the evidence to tell a data-driven story about how your business is focussed on delivering better. You need to be able to pinpoint risk, and identify, correct and prevent poor, or uneven, outcomes.
Hear every voice
Understand what customers go through at every stage of the relationship and convert feedback into practical actions. Uncover insights to fuel the change you need.
Listen to your people
Make data-driven decisions about how to improve what colleagues experience and build a connected team that thrives and wants to stay.
Assess CX delivery
Leading brands trust IIC assessments to understand the strengths and weaknesses of their CX delivery, and measure the impact. CXCO is an IIC strategic partner. The IIC assessment engages with three stakeholder groups: management, staff and of course, customers. Using a cutting-edge diagnostic tool, we analyse the findings in granular detail and provide insights and quantitative data to gauge the effectiveness of your CX programme. Where appropriate, we apply an independently verified award.
Most firms’ work to date has been focused on repurposing existing metrics or acting on the enablers of outcomes rather than measuring the actual results clients experience.
A lot of people have been asking for advice on how they can get better at monitoring and evidencing Consumer Duty outcomes. For a significant number of firms this is proving to be the Achilles heel in their implementation.
CX leaders double down on two things: insight and innovation. They go straight to the source, customer feedback, to help them work out how to shape products and services.
Whatever the challenge, we’ll help you design the solution and discover better.