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.

Summary report: Thematic review of SF(1)2 – the Effective Warnings provision of the CRM Code for APP scams

Read the summary report of Thematic review of Effective Warnings provision of the CRM Code.

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.

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: 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.

Best practice guidance – Transition from LIBOR for SME customers

New guidance for firms in facilitating LIBOR transition for their SME business customers, published in partnership with UK Finance.

The power of shared experience and local lockdowns

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?

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.