LSB Insights: credit and essential spending

What if some signs of banking customers in financial difficulty are being missed? Read our latest thought piece to find out why using credit to pay for essential spending could be one such trigger, and what lenders can do to help support their vulnerable customers.

The customer journey in a digital world: part two

The level of innovation and pace of change in digital means that new challenges and opportunities may arise that differ from those faced in ‘traditional’ non-digital channels. With this in mind, the LSB is continuing to work with firms in the digital space to share examples of best practice relating to delivering good customer outcomes.

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

Innovation and the pace of change in financial technology means more choice and greater access for customers. There are also risks, with new products and offerings being introduced which, without proper consideration, could lead to unintended consequences. By thinking about the customer journey in the digital space, firms can consider how to tailor their products and services to ensure good customer outcomes.

2020: The Year in Insight

Throughout the 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.

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? Find out more about problem gambling and how you can protect customers.

The meaning of life experience: contact centre staff and customer outcomes – summary

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.

World Mental Health Day: Raising awareness to raise standards

As part of our commitment to World Mental Health Day, we are working with four charities to raise awareness of the impact of mental health on financial wellbeing.

Coronavirus Insights Series 2: Life after lockdown – Supporting customers

Insight & Support provide considerations for firms dealing with customers who may be apprehensive about living in the ‘new normal’ in this thought piece.