by Ryan Hampson | Sep 5, 2023 | News, Purple Papers
The act of “training” doesn’t currently positively impact the performance of the business. This is not because training per se doesn’t work, it is rather because “training” is actually only part of the solution, with the essential other components needed being omitted... 
by Ryan Hampson | Aug 23, 2023 | News, Purple Papers
This paper explores the impact that Covid-19 and the digital journey has had on customer service and – more significantly – the changes Covid-19 has wrought on workplace learning and agent competence. Are we asking too much of our contact centre agents, and are we... 
by Ryan Hampson | Aug 2, 2023 | News, Purple Papers
Authentic compliance with Consumer Duty necessitates that firms need to be agile in their approach. As customer needs change, firms need to respond. We see this with the regulator’s continual focus on vulnerability and the cost-of-living crisis, for example. As a... 
by Ryan Hampson | Aug 2, 2023 | News, Purple Papers
As the burden of compliance increases, we consider the key challenges, the best responses, and how Artificial Intelligence can make it all so much easier. Compliance fatigue is a real thing – and it’s a BIG thing. Firms have got to combat compliance fatigue, or they... 
by Ryan Hampson | Jun 8, 2023 | Purple Papers
Consumer Duty: culture crossroads Why Consumer Duty is forcing firms to abandon the traditional approach to T&C and embrace AI-driven continual assessment. About This paper sets out to define what we mean by “Authentic Compliance” and why, indeed, it is a “thing”... 
by Ryan Hampson | Mar 21, 2023 | Purple Papers
Consumer Duty: litmus test Why Consumer Duty is forcing firms to abandon the traditional approach to T&C and embrace AI-driven continual assessment. About This paper sets out to define what we mean by “Authentic Compliance” and why, indeed, it is a “thing” that...
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