Latest Insights

• White Paper: Managing a Digital Business

  Resulting from the EPA's Project Futures Workshop, this report outlines the direction of travel for the payments industry

• Blog: The roll call for learning – Development requirements in IDD and how to meet them

  Insurance firms must ensure that their staff are appropriately upskilled to meet the requirements of the IDD

• Blog: Customer support should be targeted at the most vulnerable customer groups

  Energy suppliers can more effectively support their most vulnerable customers by emphasising real-life outcomes rather than meeting internal reporting criteria

• Regulatory Update: Final guidance on regular premium PPI complaints

  The FCA has called upon firms to contact 150,000 customers who may be able to make a new or second PPI complaint

• Blog: The quickest way to improve your board’s performance? Focus on culture, value and behaviours

  A key factor in Board success is not the Directors’ technical competencies – it is how they behave.

• Blog: Customers at the core – how customer-centric is your business?

  Successful businesses put customers at the centre of every decision – this becomes even more crucial in regulated industries