Insights and articles

Standards for all: delivering good outcomes regardless of size

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In the face of a complex regulatory landscape, ensuring good customer outcomes is vital for financial services firms, no matter their size. Read the start of our latest series to find out how this is possible via our Codes and Standards here.

Standards for all: delivering good outcomes regardless of size Read More >

In the face of a complex regulatory landscape, ensuring good customer outcomes is vital for financial services firms, no matter their size. Read the start of our latest series to find out how this is possible via our Codes and Standards here.

Keeping it simple: the fight against jargon and unsuitable comms

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Is there a risk that jargon could lead to bad customer outcomes? Read our latest article to find out why, in today’s fast-paced environment, keeping it simple with communications can hold the key to customer engagement in financial services.

Keeping it simple: the fight against jargon and unsuitable comms Read More >

Is there a risk that jargon could lead to bad customer outcomes? Read our latest article to find out why, in today’s fast-paced environment, keeping it simple with communications can hold the key to customer engagement in financial services.

Insights Summary – Vulnerability Series DCA DPF – Refresher E-learning Review

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Insight & Support are delivering series of work focusing on vulnerability in the personal customer space, designed specifically for our registered Debt Collection Agencies and Debt Purchase Firms. This summary forms the second part of this series, focusing on vulnerability refresher e-learning.

Insights Summary – Vulnerability Series DCA DPF – Refresher E-learning Review Read More >

Insight & Support are delivering series of work focusing on vulnerability in the personal customer space, designed specifically for our registered Debt Collection Agencies and Debt Purchase Firms. This summary forms the second part of this series, focusing on vulnerability refresher e-learning.

LSB Insights: credit and essential spending

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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.

LSB Insights: credit and essential spending Read More >

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

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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: part two Read More >

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

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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.

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

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

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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.

2020: The Year in Insight Read More >

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

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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.

Improving the odds of a good outcome: tier restrictions and problem gambling Read More >

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.

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: contact centre staff and customer outcomes

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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: contact centre staff and customer outcomes 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.