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The customer journey in a digital world: innovation and good outcomes digital workshop
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
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
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.
Improving the odds of a good outcome: tier restrictions and problem gambling
How can financial service firms identify the early signs of problem gambling in order to support customers? As the tier system returns, now is the time to act to protect customers who are most at risk. Find out more about problem gambling and how you can protect customers here.
Why banks must be the future of funding and more for SMEs
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
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
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
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.