Consumer Duty 2.0: driving excellence in Customer Outcomes

Webinar overview:

Firms are facing into the next paradigm shift for customer engagement. This is being driven by a shift from compliance to customer outcomes, ongoing digitisation, a responsibility to meet the needs of vulnerable customers – and above all a focus on customer experience across all aspects of the business.

On the back of Consumer Duty, this topic could not be timelier, as the industry’s leading firms are all building core capability for managing communications that meet customer needs.

Together with our expert panel, Barney Hosey, Signal CEO, Mike Ellicock, CEO of Plain Numbers, Simon Farrar, Customer Comms Enterprise Lead at Nationwide and John Marr, UK Finance, we take a deep-dive into the practical business transformation required to lead the way and deliver brilliant customer communications.

Area of expertise:

Mortgages Personal banking

Barney Hosey

CEO, Signal

Barney Hosey is a leading industry voice on the future of customer communications in financial services. His focus is advising firms on how to use cus...

Barney Hosey is a leading industry voice on the future of customer communications in financial services. His focus is advising firms on how to use customer or member needs to drive digital transformation and regulatory best practice. He is CEO of CX and technology business Signal.

John Marr

Principal, UK Finance

John Marr joined the former Council of Mortgage Lenders (CML) in January 2012 and transferred to UK Finance when it was formed in July 2017. As ...

John Marr joined the former Council of Mortgage Lenders (CML) in January 2012 and transferred to UK Finance when it was formed in July 2017. As Principal, Devolved Government and Social Housing, John leads our mortgages and housing policy work in the UK nations, as well as our work on low cost home ownership and government schemes to support home purchase.

John also leads our work in relation to commercial funding and investment in the housing association sector, which is key in helping to meet government targets for new affordable and social housing delivery. Previously, John worked on housing policy at the Local Government Association.

Mike Ellicock

CEO, Plain Numbers

Mike is a social entrepreneur. Following a military career, an MBA and brief stints in banking and maths education, he launched National Numeracy...

Mike is a social entrepreneur. Following a military career, an MBA and brief stints in banking and maths education, he launched National Numeracy in 2012, building the organisation into a well-respected national charity. Having handed over as Chief Executive there in 2020, Mike launched Plain Numbers in early 2021 and is now utilising his unparalleled knowledge of this largely hidden consumer vulnerability to work with firms to improve comprehension and thereby enable good outcomes for customers.

Simon Farrar

Head of Strategy & Operational Performance LRM Communications, LRM Communications

Simon leads the strategy for Nationwide Building Society’s Legal, Regulator & Mandatory Customer Communications, ensuring that customers have the ...

Simon leads the strategy for Nationwide Building Society’s Legal, Regulator & Mandatory Customer Communications, ensuring that customers have the best experience through the communications they receive. With his extensive knowledge of Customer Communications management, Simon has been responsible for delivering over 300 million regulatory service communications to NBS customers each year. Simons track record of delivering large scale transformation and digital adoption, all whilst putting the customer at the heart of communications, means he speaks with deep insight on the subject of customer experience and regulatory communications.

Matthew Davison

User Experience Manager, StepChange Debt Charity

Matt is the User Experience Manager for StepChange Debt Charity, the UK’s largest provider of free debt advice and solutions. Matt and his team focus ...

Matt is the User Experience Manager for StepChange Debt Charity, the UK’s largest provider of free debt advice and solutions. Matt and his team focus on designing digital products and services that aim to deliver good outcomes for StepChange and its clients.

Signal

Signal are UK leaders in providing strategic customer communications support to the financial services sector. Providing advisory, experience design, ...

Signal are UK leaders in providing strategic customer communications support to the financial services sector. Providing advisory, experience design, technology, training and managed services to support the transformation and best practice management of regulated and operational customer engagement. Signal works with tier 1 firms, including Lloyds Banking Group and Nationwide through to smaller specialists such as Step Change Debt Charity.

Senior leaders in financial services environments that are committed to;

Customer experience
Customer journey
Customer communications

Lenders who work in a digital format, but want to improve their digital offerings

Those leaders dealing with regulated communications across where key information needs giving to clients across various channels (digital, paper, etc)

Heads of and Director levels - Customer experience

Click the link below to watch again.

Watch again