Financial services firms are under pressure to spot poor customer outcomes earlier – not just evidence them after the fact. The challenge is that the warning signs often sit in different places: complaints, contact data, vulnerability indicators, product behaviour, communications, digital journeys and quality activity.
Individually, these signals may not be enough to trigger action. Together, they can show where harm, confusion or friction is starting to build – before it shows up as a complaint or a breach.
Join other leaders for this working group session as we explore how organisations bring together the signals they already have, understand what customers are experiencing and act before issues become bigger problems.
Who’s in the room:
Barclays, Glasgow
Helen KrushaveHead of Compliance & Conduct - Customer Conduct & Product Policy, Lloyds Banking Group
Stuart PaxtonHead of Customer Experience Insights, Scottish Widows
Amy CollinsStrategic Partnerships Manager, Sainsbury's Money
Maddy Cooper-Chessar, Kura
Ian Davey, FinTech-Tables
