Navigating Consumer Duty in Finance: Linking Customer Experience to Customer Operations using AI

Navigating Consumer Duty in Finance: Linking Customer Experience to Customer Operations using AI

Join this webinar to discover how you can be taking advantage of the new consumer duty legislation to make your customer experience better for everyone you serve and support.

Key themes for the day:

• Learn how you can retain and grow your clients whilst delivering a positive outcome through the new consumer duty legislation.
• Hear from Just Group on how they are using technology to flag vulnerable customers.
• Deliver the right customer experiences to your vulnerable consumers by utilising AI and Data: linking your contact centre and CRM (a live demonstration of Genesys Cloud & Microsoft Dynamics 365).
• Provide a streamlined customer and user experience while ensuring compliance through joined-up tech and AI.

Agenda: 

09.30: Welcome & speaker introduction

09:35: Grant Thornton: What does the new Consumer Duty legislation by the FCA really mean for FS organisations and how do they get ahead of them to avoid penalty?

09.55: Hear the Genesys view on the new legislation and how they have invested in their technology to ensure their FS customers can deliver the right level of support.

10:10: Discover how linking your CRM and contact centre allows your agents to deliver the right experience to your consumers by providing them with the data and tools they need.

10:30: Just Group will share how they are using CRM and speech and text analytics to flag their vulnerable customers and their aspirations to use Copilot to streamline processes.

10:40: Q&A – your questions answered.

11:00: Close