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

  • Date
    Thu 26th September 2024
  • Time
    09:30 - 13:00
  • Event Type
  • Location
    London Transport Museum, London, WC2E 7BB
  • Event starts in

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

Join us 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 how Skipton Building Society have provided a streamlined CX and served their vulnerable consumers with the right support, products and assistance.
  • 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.


09.30: Arrival and coffee

10:00: 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?

10.30: 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.

10:50: Hear how Skipton Building Society have transformed their CX whilst complying with the new legislation and giving their vulnerable customers the level of support they need.

11:10: 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.

12:00: Q&A – your questions answered.

12:30: Lunch & optional tour of the museum

We will then be hosting a roundtable session from 1:15pm onwards for those who would like to network, hear how others have been impacted, the solutions they’ve implemented and their plans to get ahead of the new rules.


Stephen McNamara

Head of Digital Commercialisation, Skipton Building Society

Gilles Talbot

Insurance Director EMEA, Genesys

Axel Ericsson

Business Development Manager, Kerv

Sean Lindsay

Senior Principal Solutions Consultant, Kerv

John Odell

Head of Business Development, Kerv

Paul Dowman

Principal Architect, Kerv

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