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Consumer Duty – are you measuring the right things?

Most firms' work to date has been focused on repurposing existing metrics or acting on the enablers of outcomes rather...

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5 mistakes to avoid in Consumer Duty outcomes testing

A lot of people have been asking for advice on how they can get better at monitoring and evidencing Consumer...

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Your customers are your best innovation partners – with examples

CX leaders double down on two things: insight and innovation. They go straight to the source, customer feedback, to help...

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A tale of two airlines – how to avoid survey fatigue

I wanted to share my experience of two airline surveys after a long-haul flight. Not to call out any specific...

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FCA finds gaps in evidencing vulnerable customer outcomes

The FCA has released its findings following a review of how banks are implementing the Duty. ...

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How feedback surveys trump machine learning

Surveys are still a critical part of feedback programmes to help businesses sustain engagement, act quickly, close the loop,...

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