Olivia Bamber

The customer journey in a digital world: new thought piece

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In our latest thought piece, we explore how, by thinking about the customer journey in the digital space, firms can tailor their offering to ensure good customer outcomes and stay ahead in the digital age.

The customer journey in a digital world: new thought piece Read More >

In our latest thought piece, we explore how, by thinking about the customer journey in the digital space, firms can tailor their offering to ensure good customer outcomes and stay ahead in the digital age.

The customer journey in a digital world: innovation and good outcomes digital workshop

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Innovation and the pace of change in financial technology means more choice and access for customers, but what risks could it present and how can these be overcome to ensure good customer outcomes in the digital journey?

The customer journey in a digital world: innovation and good outcomes digital workshop Read More >

Innovation and the pace of change in financial technology means more choice and access for customers, but what risks could it present and how can these be overcome to ensure good customer outcomes in the digital journey?

2020: The Year in Insight

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This past year, we have focused on identifying, supporting and helping firms to adapt to changes caused by the pandemic, in order to protect their customers.

2020: The Year in Insight Read More >

This past year, we have focused on identifying, supporting and helping firms to adapt to changes caused by the pandemic, in order to protect their customers.

Review of Effective Warnings provision of the CRM Code published by the LSB

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Following our thematic review of how signatory firms are applying the Effective Warnings provision of the CRM Code, today we have published our report which outlines our findings and recommendations for firms.

Review of Effective Warnings provision of the CRM Code published by the LSB Read More >

Following our thematic review of how signatory firms are applying the Effective Warnings provision of the CRM Code, today we have published our report which outlines our findings and recommendations for firms.

Why banks must be the future of funding and more for SMEs

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The looming threat of a no-deal Brexit, coupled with a second national lockdown, promises a difficult winter for SMEs on top of what has already been a challenging year. Emma Lovell, Chief Executive of the LSB, explores why current uncertainty in the public sector is driving the private sector to step up and meet the needs of its SME business customers.

Why banks must be the future of funding and more for SMEs Read More >

The looming threat of a no-deal Brexit, coupled with a second national lockdown, promises a difficult winter for SMEs on top of what has already been a challenging year. Emma Lovell, Chief Executive of the LSB, explores why current uncertainty in the public sector is driving the private sector to step up and meet the needs of its SME business customers.

The meaning of life experience

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Does the life experience of customer contact agents have an impact on the service customers receive? Our new research explores the impact of life experience on customer outcomes, highlighting the importance and risks of applying personal life experience to your customer service to enhance company culture and improve customer outcomes.

The meaning of life experience Read More >

Does the life experience of customer contact agents have an impact on the service customers receive? Our new research explores the impact of life experience on customer outcomes, highlighting the importance and risks of applying personal life experience to your customer service to enhance company culture and improve customer outcomes.

Let’s talk about keeping your money safe – Talk Money Week

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This Talk Money Week, let’s get talking about keeping your money safe. APP scams can be incredibly damaging to the financial wellbeing of customers. Firms signed up to the CRM Code commit to provide increased protection to their customers from scams.

Let’s talk about keeping your money safe – Talk Money Week Read More >

This Talk Money Week, let’s get talking about keeping your money safe. APP scams can be incredibly damaging to the financial wellbeing of customers. Firms signed up to the CRM Code commit to provide increased protection to their customers from scams.

Industry guidance on the Access to Banking Standard published by the LSB

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We have published guidance on the Access to Banking Standard, sharing examples of good practice to help drive fair outcomes for customers and local communities impacted by bank branch closures.

Industry guidance on the Access to Banking Standard published by the LSB Read More >

We have published guidance on the Access to Banking Standard, sharing examples of good practice to help drive fair outcomes for customers and local communities impacted by bank branch closures.

Blog: The power of shared experience and local lockdowns

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With every aspect of life disrupted as we learn to live side-by-side with a global health emergency, there has never been a more important time for financial service firms to provide reassurance, continuity and tailored outcomes for individual customers and businesses. How can banks ensure their teams are providing this level of service to every customer?

Blog: The power of shared experience and local lockdowns Read More >

With every aspect of life disrupted as we learn to live side-by-side with a global health emergency, there has never been a more important time for financial service firms to provide reassurance, continuity and tailored outcomes for individual customers and businesses. How can banks ensure their teams are providing this level of service to every customer?