The second and final consultation on the new Consumer Duty closed on 15 February and the new Consumer Principle is due to come into effect along with the 3 cross cutting rules and 4 Consumer Outcomes on 1 July. Whilst there is an implementation window of nine months to make all the required changes to products, pricing and processes, work needs to start now if the deadline is to be met.

Once all the decisions have been made about products and pricing, attention will focus on the delivery processes. Digital will be the major channel. But the new Consumer Duty is raising the expectations how firms ensure that customers achieve good outcomes, how they monitor what is happening, what sources of information are available to them, and how do they evidence to the FCA that the firm has achieved the four consumer outcomes.

This webinar is designed to give attendees some practical insights into the way that technology can equip firms with the tools and the data to achieve the new Consumer Duty as it relates to digital channels.

The format of the webinar will be:

  • An overview of the current situation of the Consumer Duty as it relates to digital channels
  • Some thoughts about how firms can modify their digital processes to meet the new Consumer Duty requirements
  • An outline of how CX capabilities and data can be viewed through a different lens to meet the conduct requirements of the Consumer Duty (with a short demo)
  • A panel discussion/Q&A
Matthew Conway

Matthew Conway

Director of Government & Regulatory Affairs, UK Finance

Matthew is responsible for developing and delivering the political and regulatory engagement strategy for UK Finance, the collective voice for the ban...

Matthew is responsible for developing and delivering the political and regulatory engagement strategy for UK Finance, the collective voice for the banking and finance industry. He was previously Head of Group Regulatory Policy at Lloyds Banking Group and, before that, a regulator at the Financial Conduct Authority and Ofcom, having started his career as a civil servant in a range of UK government departments.

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Matthew Drage

Matthew Drage

Managing Director, Square 4

Matthew specialises in regulatory risk and conduct regulation, having worked as a supervisor at the Financial Conduct Authority (FCA) and within two o...

Matthew specialises in regulatory risk and conduct regulation, having worked as a supervisor at the Financial Conduct Authority (FCA) and within two of the ‘big four’ professional services firms.

Most recently, he was the Advisory Director at Huntswood and acted as the firms Skilled Person.

Matthew is a Fellow of the International Compliance Association (ICA) and is a member of the Chartered Institute for Securities & Investment (CISI).

Outside of work, Matthew enjoys racquet sports, skiing and is a keen follower of Formula 1. He is also learning to play golf after several false starts.

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Andrew Stacy

Andrew Stacy

Chief Operating Officer, Glassbox Digital Ltd

A Financial Services professional and Chief Operating Officer with an extensive and proven track record of success at executive and Board level in fin...

A Financial Services professional and Chief Operating Officer with an extensive and proven track record of success at executive and Board level in financial services who has managed operations and led major change programmes.

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Emma Parry

Emma Parry

Associate, RegTech

Emma is part of RegTech Associates' expert network and specialises in conduct risk. Emma draws upon 20+ years of industry experience, and a track reco...

Emma is part of RegTech Associates' expert network and specialises in conduct risk. Emma draws upon 20+ years of industry experience, and a track record of successful delivery in a broad range of roles across investment and wholesale banking, to deliver fresh insights and pragmatic solutions to her clients, increasing the awareness and adoption of RegTech solutions – and specifically those in the conduct and culture arena – along the way.  Emma's client base includes firms from across the financial services ecosystem - from wholesale and digital banks, through to RegTechs / FinTechs and law firms.

Emma led Product Governance and Conduct at HSBC in a role that spanned Global Banking and Markets.  She’s held programme management roles (HSBC, JPMorgan Chase, Citibank, Deloitte Consulting), COO roles (HSBC), and led global client service (HSBC).  

However, it is the fact of having witnessed some of the impact of misconduct in the industry - and the detrimental consequences to customers, employees, and firms - that has led Emma to her passion for partnering with clients to help tackle conduct and culture issues. 

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Heads of….., Directors of……, C-suite, Senior Managers (SM&CR) from:

Compliance, Conduct
Business assurance
Operations
Marketing
Product
Digital
Sales

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