Insights
Our expert insight keeps you up-to-date on the latest industry developments and regulatory changes - and, importantly, provides practical guidance on the action you need to take
Our expert insight keeps you up-to-date on the latest industry developments and regulatory changes - and, importantly, provides practical guidance on the action you need to take
Your board needs to know how to deal with a cyber security incident when, not if, your business is hit
Complaints Outlook 2019 – deliver complaints excellence today
Did you miss the launch event of the Complaints Outlook 2019? No worries – you can hear from some of the speakers right here
Blog: Ensuring operational continuity in the age of disruption
Ensure your business has the resilience to continue delivering customer service excellence even in the face of tech issues
The Financial Ombudsman Service has published its complaints data for H1 2019
The FCA has agreed a plan for a phased rollout of SCA rules, but what does this mean for the payments world?
Focusing on too narrow a set of performance metrics could damage your business and encourage employees down the wrong path
Forget NPS and CSAT scores, says Moira Clark of the Henley Business School. Good customer experience is really all about "ease"
The journey to cyber resilience begins with good governance - here's how Huntswood and Gadhia Consultants can assist
Blog: “Get it right the first time” – Aiming for ‘first point of contact’ complaints resolution
Customers expect their complaint to be resolved immediately. How can you ensure that you meet these expectations?
Regulatory update: Guidance for firms on the fair treatment of vulnerable customers
The FCA has published draft guidance for firms that will ensure they always work with the best interest of vulnerable customers in mind
PAS 499 provides firms with guidance on the proper implementation and use of digital identity and authentication services
